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Integrate Opsgenie with Solarwinds Web Help Desk
What does Opsgenie offer SolarWinds Web Help Desk users?
Use Opsgenie’s SolarWinds Web Help Desk Integration to forward SolarWinds Web Help Desk tickets to Opsgenie. Opsgenie determines the right people to notify based on on-call schedules– notifies via email, text messages (SMS), phone calls, iOS & Android push notifications, and escalates alerts until the alert is acknowledged or closed.
Functionality of the Integration
When a new ticket is created in SolarWinds Web Help Desk, an alert is created in Opsgenie automatically through the integration.
Notes can be added to tickets in SolarWinds Web Help Desk via Opsgenie.
When alerts are acknowledged or closed in Opsgenie, the status of the ticket can be updated in SolarWinds Web Help Desk.
Add SolarWinds Web Help Desk Integration to Opsgenie
You can add this integration from your team dashboard
If you're using Opsgenie's Free or Essentials plan, or if you’re using Opsgenie with Jira Service Management's Standard plan, you can only add this integration from your team dashboard as the Integrations page under Settings is not available in your plan.
Adding the integration from your team dashboard will make your team the owner of the integration. This means Opsgenie will assign the alerts received through this integration to your team only.
To do that,
Go to your team’s dashboard from Teams,
Select Integrations, and select Add integration.
Follow the rest of the steps to complete the integration.
Go to Settings > Integrations. Search for SolarWinds Web Help Desk and select Add.
Specify who is notified for SolarWinds Web Help Desk alerts using the Responders field. Auto-complete suggestions are provided as you type.
Copy the e-mail address as you will use it in SolarWinds Web Help Desk.
Select Save Integration.
Configuration in SolarWinds Web Help Desk
Add a new client from Clients tab in SolarWinds Web Help Desk.
2. Click on New Client button in SolarWinds Web Help Desk.
3. Fill in the required fields. To E-Mail field paste the e-mail address you copied from the integration configuration page. Save the client.
4. Then if the save process is successful you should be able to see the client from the Clients tab. In Basic Search tab write the client's First Name and click Search.
5. After creating the client you just need to add the client to the ticket. You can do this in 2 ways.
6. First way:
When creating a new ticket you can search for the Opsgenie client on Client Info tab. Then choose the one you want.
7. Second way:
When saving the ticket on Ticket Details tab you can add the Opsgenie client to Recipients. Make sure you checked Client box.
Sending Alert Actions to SolarWinds Web Help Desk
To be able to send alert actions to SolarWinds Web Help Desk enable that option in the integration configuration page.
2. In SolarWinds Web Help Desk from Setup tab, go to Techs->My Account.
3. Click on the pen icon on the upper left corner to edit the account.
4. In Identify section click on Generate button in the API Key field.
5. Copy the API Key generated and paste it to the Web Help Desk API Key field on integration configuration page.
6. Copy the server URL and paste it to the Web Help Desk Server URL field on integration configuration page. Make sure your URL is in this form: http://hostname:port.
7. Save the integration.
8. In SolarWinds Web Help Desk from Setup tab, go to Ticket->Status Types
9. If acknowledge action is enabled in Opsgenie integration page, please make sure that Assigned status is added.
10. If Assigned status is not defined in setup page, please add Assigned status according to Solarwinds Docs.
Please check status type by following command. Status id for Closed should be 3 and status id for Accepted should be 6
curl "http:localhost:8081/helpdesk/WebObjects/Helpdesk.woa/ra/StatusTypes?apiKey=<GENEREATED_API_KEY>"
Configure Opsgenie to SolarWinds Web Help Desk Integration (Optional)
Use Opsgenie’s OEC and the SolarWinds script to update alerts on SolarWinds. This enables deployment of your own scripts/ability to modify the ones provided and execute customized actions on SolarWinds.
To use the SolarWinds integration package, follow the steps in the sections below through the end.
Download the latest version of OEC
To download the latest version of Solarwinds Web Help Desk package, please use readme file of oec-scripts repository.
Installation
Unzip opsgenie integration zip file which contains OEC package into a directory (C:\opsgenie\oec is the preferred path.) Follow the instructions here to install OEC on Windows.
In order to learn more about how to run OEC you can refer to the Running OEC documentation.
To be able to execute actions in SolarWinds Web Help Desk, OEC gets the configuration parameters from the configuration file. The configuration file can be found under the directory where the zip file is extracted. As per the above instructions, it is C:\opsgenie\oec\config.json
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