8 Replies Latest reply on May 13, 2018 11:40 PM by pratikmehta003

    SolarWinds Two-Way integration with Ticketing Systems

    kiwi

      Hello

       

      I have a couple of questions:

       

      Q1:  Does Orion recommend (even unofficially) any fully automated (without manual coding) 3rd party tool that allows smooth Two-Way integration with Major Ticketing systems like :

      - BMC:   Remedy

      - HP:      ITSM /  HPSD / HPSM /HPSC,   etc ... ?

      - CA:      IT Service Desk

       

      Must guarantee closing Ticket when Node/Interface is Up without delay

       

      Q2: If not, which one would you guys recommend ? Something that really works without push

       

      Thank you

        • Re: SolarWinds Two-Way integration with Ticketing Systems
          RichardLetts

          They have integration with ServiceNow -- I don't know if it will do what you want, but I think it will.

           

          We have service now, but do not use the API because:

          a) we had something years before Solarwinds built their API

          b) we don not resolve incidents automatically when service is restores.

           

          I am the ITIL Event and the Incident process manager in my department; I feel that resolving incident tickets immediately that an interface or node restores may be a bad idea process-wise. It might be a good idea to note the time that service is restored in the incident record automatically or update a public status board, but I feel NOC staff ought to be looking at these records, e.g. to request a RFO from a carrier, create a problem record to have UPS installed, power recabled, busted switch replaced, or a myriad of other things that could prevent future incidents.

           

          [My team works about 2000 incidents/ month, of which at least 2/3rd were created automatically by Orion NPM]

           

          I feel Every Alert / incident should have actions performed by the NOC, even if the action is to turn down the alert.

          • Re: SolarWinds Two-Way integration with Ticketing Systems
            dodo123

            Im looking at API using the get and post in the actions of an alert.

             

            Using Manage engine as the ticket system.

             

            So would see if any of them have instructions for there api

            • Re: SolarWinds Two-Way integration with Ticketing Systems
              pratikmehta003

              i believe two way should be possible now as well. If solarwinds sends down alert and then and Up alert for reset, the ticketing system should have the rules to understand that and close it...in my experience this is what i have seen it. Not only Solarwinds but it could be any other tool.. The monitoring tool send the traps/email or through API and the ticketing system has some rules or there will be a Manager Of Manager(MoM) which correlates in its bucket and then sends to ticketing tool....

              • Re: SolarWinds Two-Way integration with Ticketing Systems
                austinjpoirier@gmail.com

                The company I am currently at uses the Service Now integration. It works pretty well but has some bugs.

                 

                At a previous gig. We sent all Solarwinds tickets to our helpdesk's queue. Then literally through custom SQL and our naming standard having all nodes in 'x' site with the same naming standard (CHICAGO) for example we would auto-route the ticket to the Chicago queue. We added a custom property for the 'app' a device supports and gave the helpdesk a key for datacenter servers. The helpdesk would then reference the key and assign the ticket to 'x' team. (IE: Application = AutoCad. AutoCad = IT Engineering team). It wasn't perfect and we didn't get all the way there but it was good enough to resolve issues as if we saw a server go down or something it was all hands on deck

                  • Re: SolarWinds Two-Way integration with Ticketing Systems
                    sdubick

                    I'm having issues with the integration. I have solarwinds creating an incident ticket when a node goes down. The ticket is in NEW status. I don't want Solarwinds to update the ticket when the device is back up as you mentioned...there are several reasons why the device went down to begin with and the NOC will need to answer those in the ticket manually. My problem is that when the same device goes down the original ticket is being updated and I need a NEW ticket created. Solarwinds support thinks it's something on the Servicenow side that is preventing this but not sure. I see a correlation ID on the ticket which I assume is sued to talk back to Solarwinds. I tried various ways to mark the state management side of things in Solarwinds and can't resolve this. My current alert triggers an email each time a device goes down (regardless how many times) which works as designed. Appreciate if you can provide some insight. I just want a new ticket opened and not worry about having solarwinds close it when an alert is reset. Thank you

                      • Re: SolarWinds Two-Way integration with Ticketing Systems
                        pratikmehta003

                        are you using default integration which Solarwinds provide OR different method?

                          • Re: SolarWinds Two-Way integration with Ticketing Systems
                            sdubick

                            How can I tell...I'm on NPM 12.1.....I don't have access to the Servicenow side of things...I thought when you don't check the box on the summary page of my alert to not integrate then solarwinds would have servicenow create a new ticket each time my device goes down. I have tried both ways unsuccessfully (checked or unchecked). I don't want the incident ticket closed/resolved/put in active status...I only need to create a ticket in NEW status each time the alert triggers (an email is sent each time the alert is triggered already today).....something with the correlation id i think is messing me up but not sure....I would think when the device is back up the alert would not show up in the active alerts view which signals solarwinds database to clear the entry and removed the old incident ticket from the database. Appreciate your feedback and insight. thank you