In ITOps 1.4, concept of templates for ticket creation is introduced. Installation engineers can, and should define templates to use during ticket creation step.This is a mandatory step without which ticket creation will fail and alerts will go to correlation incomplete.
With the introduction of templates, it is possible to cater to needs of different ITSM tools or customer specific rules during ticket creation scenario.
/api/ticketTemplate is the API to use for creating ticket templates. For example, here are the steps to define templates for ticket creation, for a customer with alerts from Solarwinds, Verba, Forescout and Prognosis.
Contents
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API endpoint : /api/ticketTemplate Method : PUT Headers : Organization-name : Organization-key : Authorization or Offline-token : User : Content-Type : application/json |
API to be invoked 9 times with different request body as below to handle the following scenarios
Solar winds alerts without alert message
All solar winds alerts in general
Verba alerts without alert message
All verba alerts in general
Forescout alert without alert message and ip address
Forescout alerts without alert message
Forescout alerts without ip address
All forescout alerts in general
All prognosis alerts in general
The request body for each of the cases is given below. The values to be substituted are as follows
initialAssignmentUser : Newly created Servicenow ticket to be assigned to this user upon creation. Please update with relevant servicenow user.
initialAssignmentGroup : Newly created Servicenow ticket to be assigned to this group upon creation. Please update with relevant servicenow group.
servicenowCallerId : Newly created Servicenow ticket to be assigned to this caller id upon creation. Please update with relevant servicenow caller id.
projectId: Project ID
templateName: A name for the template.
Request body for each case
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{ "projectId": "<Project Id>", "precedence":1, "templateName": "<Template name>", "active": true, "scenario": [ "createNewTicket" ], "templateMapping":[ { "fieldName":"description", "value":"New Alert details ${alertMessageFullText}\nNumber of occurences:${clusterInfo.size}\nFirst occurrence:${alertCreatedTime}" }, { "fieldName":"short_description", "value":"[ ${source} ] New Alert received. Details are available in description." }, { "fieldName":"comments", "value":"Received a new alert ${childAlert.alertID} with the message:\n ${childAlert.alertMessageFullText }" }, { "fieldName":"assigned_to", "value":"<initialAssignmentUser>" }, { "fieldName":"assignment_group", "value":"<initialAssignmentGroup>" }, { "fieldName":"caller_id", "value":"<servicenowCallerId>" } ], "templateRules": [ { "ruleCriteria": [ { "field": "source", "value": "solarwinds", "operator": "equals" }, { "field": "alertMessage", "value": "", "operator": "equals" } ] } ] } |
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{ "projectId": "<Project Id>", "precedence":2, "templateName": "<Template name>", "active": true, "scenario": [ "createNewTicket" ], "templateMapping":[ { "fieldName":"description", "value":"New Alert details ${alertMessageFullText}\nNumber of occurences:${clusterInfo.size}\nFirst occurrence:${alertCreatedTime}" }, { "fieldName":"short_description", "value":"[ ${source} ] ${alertMessage}" }, { "fieldName":"comments", "value":"Received a new alert ${childAlert.alertID} with the message:\n ${childAlert.alertMessageFullText }" }, { "fieldName":"assigned_to", "value":"<initialAssignmentUser>" }, { "fieldName":"assignment_group", "value":"<initialAssignmentGroup>" }, { "fieldName":"caller_id", "value":"<servicenowCallerId>" } ], "templateRules": [ { "ruleCriteria": [ { "field": "source", "value": "solarwinds", "operator": "equals" } ] } ] } |
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{ "projectId": "<Project Id>", "precedence":3, "templateName": "<Template name>", "active": true, "scenario": [ "createNewTicket" ], "templateMapping":[ { "fieldName":"description", "value":"New Alert details ${alertMessageFullText}\nNumber of occurences:${clusterInfo.size}\nFirst occurrence:${alertCreatedTime}" }, { "fieldName":"short_description", "value":"[ ${source} ] New Alert received. Details are available in description." }, { "fieldName":"comments", "value":"Received a new alert ${childAlert.alertID} with the message:\n ${childAlert.alertMessageFullText }" }, { "fieldName":"assigned_to", "value":"<initialAssignmentUser>" }, { "fieldName":"assignment_group", "value":"<initialAssignmentGroup>" }, { "fieldName":"caller_id", "value":"<servicenowCallerId>" } ], "templateRules": [ { "ruleCriteria": [ { "field": "source", "value": " verba", "operator": "equals" }, { "field": "alertMessage", "value": "", "operator": "equals" } ] } ] } |
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{ "projectId": "<Project Id>", "precedence":4, "templateName": "<Template name>", "active": true, "scenario": [ "createNewTicket" ], "templateMapping":[ { "fieldName":"description", "value":"New Alert details ${alertMessageFullText}\nNumber of occurences:${clusterInfo.size}\nFirst occurrence:${alertCreatedTime}" }, { "fieldName":"short_description", "value":"[ ${source} ] ${alertMessage}" }, { "fieldName":"comments", "value":"Received a new alert ${childAlert.alertID} with the message:\n ${childAlert.alertMessageFullText }" }, { "fieldName":"assigned_to", "value":"<initialAssignmentUser>" }, { "fieldName":"assignment_group", "value":"<initialAssignmentGroup>" }, { "fieldName":"caller_id", "value":"<servicenowCallerId>" } ], "templateRules": [ { "ruleCriteria": [ { "field": "source", "value": "verba", "operator": "equals" } ] } ] } |
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{ "projectId": "<Project Id>", "precedence":5, "templateName": "<Template name>", "active": true, "scenario": [ "createNewTicket" ], "templateMapping":[ { "fieldName":"description", "value":"New Alert details ${alertMessageFullText}\nNumber of occurences:${clusterInfo.size}\nFirst occurrence:${alertCreatedTime}" }, { "fieldName":"short_description", "value": "[ ${source} ] New Alert received. Details are available in description. " }, { "fieldName":"comments", "value":"Received a new alert ${childAlert.alertID} with the message:\n ${childAlert.alertMessageFullText}" }, { "fieldName":"assigned_to", "value":"<initialAssignmentUser>" }, { "fieldName":"assignment_group", "value":"<initialAssignmentGroup>" }, { "fieldName":"caller_id", "value":"<servicenowCallerId>" }, { "fieldName":"impact", "value":"3 - Low" }, { "fieldName":"urgency", "value":"3 - Low" } ], "templateRules": [ { "ruleCriteria": [ { "field": "source", "value": "forescout", "operator": "equals" }, { "field": "ipAddress", "value": "", "operator": "equals" }, { "field": "alertMessage", "value": "", "operator": "equals" } ] } ] } |
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"projectId": "<Project Id>", "precedence":6, "templateName": "<Template name>", "active": true, "scenario": [ "createNewTicket" ], "templateMapping":[ { "fieldName":"description", "value":"New Alert details ${alertMessageFullText}\nNumber of occurences:${clusterInfo.size}\nFirst occurrence:${alertCreatedTime}" }, { "fieldName":"short_description", "value":"[ ${source} ] New Alert received. Details are available in description. ${ipAddress}" }, { "fieldName":"comments", "value":"Received a new alert ${childAlert.alertID} with the message:\n ${childAlert.alertMessageFullText}" }, { "fieldName":"assigned_to", "value":"<initialAssignmentUser>" }, { "fieldName":"assignment_group", "value":"<initialAssignmentGroup>" }, { "fieldName":"caller_id", "value":"<servicenowCallerId>" }, { "fieldName":"impact", "value":"3 - Low" }, { "fieldName":"urgency", "value":"3 - Low" } ], "templateRules": [ { "ruleCriteria": [ { "field": "source", "value": "forescout", "operator": "equals" }, { "field": "alertMessage", "value": "", "operator": "equals" } ] } ] } |
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{ "projectId": "<Project Id>", "precedence":7, "templateName": "<Template name>", "active": true, "scenario": [ "createNewTicket" ], "templateMapping":[ { "fieldName":"description", "value":"New Alert details ${alertMessageFullText}\nNumber of occurences:${clusterInfo.size}\nFirst occurrence:${alertCreatedTime}" }, { "fieldName":"short_description", "value":"[ ${source} ] ${alertMessage}" }, { "fieldName":"comments", "value":"Received a new alert ${childAlert.alertID} with the message:\n ${childAlert.alertMessageFullText}" }, { "fieldName":"assigned_to", "value":"<initialAssignmentUser>" }, { "fieldName":"assignment_group", "value":"<initialAssignmentGroup>" }, { "fieldName":"caller_id", "value":"<servicenowCallerId>" }, { "fieldName":"impact", "value":"3 - Low" }, { "fieldName":"urgency", "value":"3 - Low" } ], "templateRules": [ { "ruleCriteria": [ { "field": "source", "value": "forescout", "operator": "equals" }, { "field": "ipAddress", "value": "", "operator": "equals" } ] } ] } |
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{ "projectId": "<Project Id>", "precedence":8, "templateName": "<Template name>", "active": true, "scenario": [ "createNewTicket" ], "templateMapping":[ { "fieldName":"description", "value":"New Alert details ${alertMessageFullText}\nNumber of occurences:${clusterInfo.size}\nFirst occurrence:${alertCreatedTime}" }, { "fieldName":"short_description", "value":"[ ${source} ] ${alertMessage}. Device has been NAC'd - ${ipAddress}" }, { "fieldName":"comments", "value":"Received a new alert ${childAlert.alertID} with the message:\n ${childAlert.alertMessageFullText}" }, { "fieldName":"assigned_to", "value":"<initialAssignmentUser>" }, { "fieldName":"assignment_group", "value":"<initialAssignmentGroup>" }, { "fieldName":"caller_id", "value":"<servicenowCallerId>" }, { "fieldName":"impact", "value":"3 - Low" }, { "fieldName":"urgency", "value":"3 - Low" } ], "templateRules": [ { "ruleCriteria": [ { "field": "source", "value": "forescout", "operator": "equals" } ] } ] } |
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{ "projectId": "<Project Id>", "precedence":9, "templateName": "<Template name>", "active": true, "scenario": [ "createNewTicket" ], "templateMapping":[ { "fieldName":"description", "value":"New Alert details ${alertMessageFullText}\nNumber of occurences:${clusterInfo.size}\nFirst occurrence:${alertCreatedTime}" }, { "fieldName":"short_description", "value":"[ ${source} ] ${alertMessage}" }, { "fieldName":"comments", "value":"Received a new alert ${childAlert.alertID} with the message:\n ${childAlert.alertMessageFullText}" }, { "fieldName":"assigned_to", "value":"<initialAssignmentUser>" }, { "fieldName":"assignment_group", "value":"<initialAssignmentGroup>" }, { "fieldName":"caller_id", "value":"<servicenowCallerId>" } ], "templateRules": [ { "ruleCriteria": [ { "field": "source", "value": "prognosis", "operator": "equals" } ] } ] } |