My team is working with a consulting group to begin development and testing of an integration solution with Orion (currently at 10.7) and CA Service Desk SDM12.
One challenge with this project (and there are many) is that SolarWinds does not seem to support opening a connection to a web client to pass alert data using the POST operation, and then collecting any response (in this acse: incident number or error code) to store it with the alert ID for future retrieval.
I've been looking for a handy bucket in the product database to store the ticket number in, and I'm considering the annotations field of the alert.
The logic behind this is:
That the operations team could open the annotations window and see the ticket number (and update the alert with additional info).
The integration broker may be built to support updating the annotations field of the Orion alert with additional data as the SDM12 ticket gets updated (via the SWIS API).
Putting the ticket number in the alert record may facilitate reporting.
My questions are:
Has anyone successfully implemented an auto-ticketing solution between Orion and CA Service Desk?
Beyond email (which we're moving away from in our legacy solution); Is the POST alert action the best tool for opening a connection to the ticketing tool to pass the alert data?
Is anyone capturing incident ticket numbers generated via an integration like this, and how are they capturing the number; where are they storing it?
Perspiring Minds need to know.