Administrator
The desk has a built in parser for email based integration with Solarwinds.
With this, the desk can open and close tickets automatically and needs only a few steps to set up. The most important aspect is that an Asset id sent by Solarwinds event is available in the desk. If not, an asset can be added manually in the desk.
If the Asset is not found within the desk, closure of a ticket may not be possible.
- Make sure there's a vaild user in the desk with an email. This is needed to detect if the FROM address is a valid user.
- Setup a Service Item with required information. See screenshot for an example setup.
- Make sure the service is called Solarwinds. This text is used to load the actions to be taken for events coming for/from solarwinds.
Notice the FROM address.
Sample mail format from Solarwinds:
Open / On an event in Solarwinds
Subject:APIUK0004 at 192.168.0.157 went down at 26/03/2015 22:35
Body:
Impact: 2 Urgency: 2 Priority: 3 ContactType: monitoring service OpenedBy: Solarwinds Category: network SubCategory: wan Type: access failure AssignmentGroup: network Status: went down CI: APIUK0004
Close / On closure of an event in Solarwinds
Subject:APIUK0004 at 192.168.0.157 returned to service as online
Body:
Impact: 2 Urgency: 2 Priority: 3 ContactType: monitoring service OpenedBy: Solarwinds Category: network SubCategory: wan Type: access failure AssignmentGroup: network Status: returned to service CI: APIUK0004
An event will thus trigger automatic createion of a ticket in the desk..
..and close the ticket when the device returns to service. Entries in the audit trail:
