With this integration, you can now generate Orion alerts and convert them to tickets in Freshservice so you can immediately respond to critical issues.

Note: Customers should have an active account in Freshservice with AMS feature enabled.

How to install?

Create a new alert:

  1. In the SolarWinds homepage, navigate to Alerts & Activity -> Alerts -> Manage Alerts 

  2. Under Alert Manager, click Add New Alert to create new alert rules and trigger action.

  3. Enter alert properties such as Name, Description and select the severity of the alert and click Next.

  4. Under Trigger Condition, select node from “I want to alert on” option, next select the All objects in my environment option for “Scope of the Alert”.

  5. For actual trigger condition, set the condition as trigger alert when “All child conditions must be satisfied (AND)” and set the condition for the node as  “Warning value greater than or equal to” 50 and click Next.

  6. Under Reset Condition, select the “Reset this alert when trigger condition is no longer true” and click Next.

  7. Under Time of the day, select “Alert is always enabled, no schedule is needed” and click Next.

  8. Under Trigger Actions, click Add actions -> Execute an external program.

  9. Enter the name of the action and add the following curl command under Network Path to External Program.

curl.exe -X POST -H "Authorization: auth-key <account_integrationkey>" -H "Content-Type: application/json" --data "{\"resource\": \"${N=Alerting;M=AlertName}\", \"hostname\": \"${N=SwisEntity;M=Caption}\", \"message\": \"${N=Alerting;M=AlertMessage}\", \"description\": \"${N=SwisEntity;M=Caption}Admin${N=Alerting;M=AlertObjectID}${N=Alerting;M=AlertDescription}\", \"ip_address\": \"${N=SwisEntity;M=Agent.IP}\", \"severity\": \"${N=Alerting;M=Severity}\", \"mo_name\": \"${N=Alerting;M=AlertObjectID}\"}"

Note: The auth-key (account_integrationkey) is unique to your respective Freshservice Accounts. You can obtain this key from your Account Details page in Freshservice. 

  • CURL.EXE must be available in SolarWinds installed server. If required set full path.
  • hostname, resource, and status are mandatory fields. 
  • hostname, resource, and mo_name forms the business-key of an alert. If this combination matches in AMS, the alert will be updated else new alert will be created. mo_name is an optional field. 
  • resource attribute can be polled data like CPU utilization, Response Time or Trap or Syslog message name.
  • mo_name represents tabular attributes like Interface1 or DiskPartition4 or ServiceName
  • tags, alert_group_key and additional_info are other optional fields accepted in the payload. Based on the requirement, the user can populate these fields

10. Set “No user-defined” under Optional Windows Authentication and click Save Changes and then click Next.
11. Under Reset Conditions, click Add Action.
12. Repeat steps 9 & 10 as Trigger Actions.

Curl command as follows:

curl.exe -X POST -H "Authorization: auth-key <account_integrationkey>" -H "Content-Type: application/json" --data "{\"resource\": \"${N=Alerting;M=AlertName}\", \"hostname\": \"${N=SwisEntity;M=Caption}\", \"message\": \"${N=Alerting;M=AlertMessage}\", \"description\": \"${N=SwisEntity;M=Caption}Admin${N=Alerting;M=AlertObjectID}${N=Alerting;M=AlertDescription}\", \"ip_address\": \"${N=SwisEntity;M=Agent.IP}\", \"severity\": \"ok\", \"mo_name\": \"${N=Alerting;M=AlertObjectID}\"}" https://subdomain.alerts.freshservice.com/alerts

13. Under Summary, verify all the details and click Submit.