topic Re: helpdesk ticket creation in ExtremeCloud IQ- Site Engine Management Center

helpdesk ticket creation

troy_alan — Thu, 09 Jan 2025 16:23:17 GMT

Can SiteEngine use JSONs to create tickets for alerts in a 3rd party helpdesk ticket solution?

Re: helpdesk ticket creation

Robert_Haynes — Fri, 10 Jan 2025 13:21:44 GMT

Need more info.

Site Engine Alarm Actions can be configured to sent Emails, Traps and execute local scripts on the file system. If a script could be developed to do whatever is necessary with that JSON data to inject it / report it to the 3rd party solution - it seems plausible.

Re: helpdesk ticket creation

Zdeněk_Pala — Fri, 10 Jan 2025 13:53:21 GMT

Alarm can also run a workflow/script. The script/workflow can make an API call to a third-party helpdesk system in JSON format.

Re: helpdesk ticket creation

Markus_Nikulski — Fri, 10 Jan 2025 13:53:10 GMT

So far, you are using Workflows with activity based on Python, which will work. We have already used it many times. Below is an example of how to log in to our XIQ cloud.

import json, logging, requests, urllib3, __future__

from xmcbase import emc_vars, emc_results

urllib3.disable_warnings()

accessToken = None

session = requests.Session()

##############################################################

def login (userName, passwd😞

global accessToken

try:

response = requests.post(

'https://api.extremecloudiq.com/login',

headers = {

'Accept':'application/json',

'Content-type':'application/json'

json = {

'username':userName,

'password':passwd

verify = False,

timeout = 10

)

if response.status_code == requests.codes.ok:

try:

result = response.json()

accessToken = result[u'access_token']

log.debug("login user %s passed" % userName)

return True

except:

log.error("JSON decoding failed,\n%s" % response.text)

elif response.status_code == requests.codes.unauthorized:

log.error("authentication failed")

emc_results.put("workflowMessage", "XIQ authentication failed")

else:

log.error("HTTP-" + str(response.status_code))

except requests.Timeout as error:

log.error("timeout reached, host not responding")

emc_results.put("workflowMessage", "XIQ not responding")

return False