Ticket system integration
We are integrating a ticketing system for events .it’s in house incident management tool. We have to have SNMP message has to go to the incident management system.
Could you please help me to configure . so that for the events i get incident created based on Alert level
This is a process that is going to require a lot more help than this board by itself can probably provide.
I would strongly suggest that you contact your local RSA sales representative and speak to them about having professional services assist with this. It is usually a very custom-tailored process.
I agree with Matt.
If you are just looking at gettting the alerts to output SNMP, you can assign an Output Action to each Alert. Just create a Output Action Template to send the fields that you want to send. Then create an output action using SNMP and assign it that template. Then go into the view and assign your Output action to those alerts.
If your internal system can handle the output as is or your developers can customize the application to understand what enVision says that could work. However, I have done this type of ticket integration before and it really did require help from Professional Services.
We integrated enVision alerts via SNMP with OTRS, a fully ITIL compatible share ware system and that was not too difficult to do.
Your incoming system will need to know which field in the trap corresponds to the alert level.
Your going to need to set, via your API into your ticketing system based on this mapping.
Unless RSA has experience with your ticketing system, there is not much they can do to help. They can help you configure your alerts with the appropriate level. But getting your system to read that and set the ticket level, that's a function of your ticketing system.
thanks for your reply. could you please share the document .if you have prepared any and do please let me know what all the fields u have considered to send the TRAP