SolarWinds Web Help Desk - Create Ticket

SolarWinds Web Help Desk - Create Ticket creates one ticket in SolarWinds Web Help Desk for all entities retrieved from the saved query supplied as a trigger (or from the entities selected in the asset table).

General Settings

Required Fields

These fields must be configured to run the Enforcement Set.

• Host Name or IP Address - The full URL of the SolarWinds server.
• Problem Type ID - The type ID of the ticket to create.

• Compute Node - The Axonius node to use when connecting to the specified host. For more details, see Connecting Additional Axonius Nodes.

Additional Fields

These fields are optional.

• Verify SSL (optional) - Select whether to verify the SSL certificate of the server against the CA database inside of Axonius. For more details, see SSL Trust & CA Settings.

• HTTPS Proxy (optional) - Connect the adapter to a proxy instead of directly connecting it to the domain.

• HTTPS Proxy User Name (optional) - The user name to use when connecting to the server using the  HTTPS Proxy.

• HTTPS Proxy Password (optional) - The password to use when connecting to the server using the  HTTPS Proxy.

• BCC Address - The BCC email address.

• CC Address For Tech - The CC email address.

• Assign To Creating Tech - Select to assign the ticket to the creating tech.

• Should Email Client - Select to send email to the client.

• Should Email Group Manager - Select to send email to the group manager.

• Should Email Tech - Select to send email to the tech.

• Should Email Tech Group Level - Select to send email to the tech group level.

• Create ticket even if no new entities were added - By default Axonius creates a ticket even if no new entities were added. Clear this option to not create a ticket even if no new entities were added.

• Gateway Name - Select the Gateway through which to connect to perform the action.

Connection and Credentials

• User Name and Password - The credentials for a user account that has the Required Permissions to perform this Enforcement Action.
• API Key - The API key related to the user name and password provided.
  Note:

  One of the following connection methods is required:

  • User Name and Password
  • User Name and API Key
  • API Key
• Account ID - Your SolarWinds account identifier.

Ticket Main Settings

• Ticket Subject - Enter a short description of the ticket issue.
• Ticket Description - Enter a full description of the issue.

Ticket Additional Settings

• Room - The ticket room.
• Location ID - The location ID of the ticket to create.
• Department ID - The department ID.
• Client Reporter ID - The client reporter ID.
• Client Tech ID - The client tech ID.
• Status Type ID - The status type ID.
• Priority Type ID - The priority type ID.

APIs

Axonius uses the SolarWinds Web Help Desk API.

Required Ports

Axonius must be able to communicate with the values supplied in Connection Parameters via the following ports:

• SolarWinds Web Help Desk port

Required Permissions

The values supplied in Connection Parameters above must have the following permissions :

• Authentication to perform request action

Version Matrix

This Enforcement Action has only been tested with the versions marked as supported, but may work with other versions. Please contact Axonius Support if you have a version that is not listed and it is not functioning as expected.