SolarWinds Web Help Desk - Create Ticket creates one ticket in SolarWinds Web Help Desk for:
- Assets returned by the selected query or assets selected on the relevant asset page.
See Creating Enforcement Sets to learn more about adding Enforcement Actions to Enforcement Sets.
- Not all asset types are supported for all Enforcement Actions.
- See Actions supported for Activity Logs, Adapters Fetch History, and Asset Investigation modules.
- See Actions supported for Vulnerabilities.
- See Actions supported for Software.
Required Fields
These fields must be configured to run the Enforcement Set.
- Action name - The name of this Enforcement Action. The system sets a default name. You can change the name.
- Configure Dynamic Values - Toggle on to enter a Dynamic Value statement. See Creating Enforcement Action Dynamic Value Statements to learn more about Dynamic Value statement syntax.
- 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.
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.
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.
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.
| Version | Supported | Notes |
|---|---|---|
| 12.8.2 | Yes |
For more details about other Enforcement Actions available, see Action Library.