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Bugmesh asked

Generate a Help desk ticket for Job failure

We would like to create a help desk ticket for job failures and populate it with the job failure information. We currently use a help desk tool called ManageEngine and I would suspect we could run a job that polls for job failures every 5-10 minutes and when a failure is detected have it send the information to ManageEngine for ticket generation We currently use email and SMS text messages for job failures, but we would like to start capturing this data for workload metrics, capturing where our time is used and identify trends based on job failures. It will also allow us to focus our energies on recurring issues and to identify root cause. I have seen this done with Remedy, but in that case Remedy was also the company's monitoring software and it generated the tickets internally when a job failure was detected. I would appreciate any and all ideas and suggestions since this is new to this company. Kind Regards
job failurenotification
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Do you know how ManageEngine accepts ticket creation requests? For example, can you have SQL Server email the system, or open a specific web link (a GET request) to create a ticket? I think this will steer your solution. As you know, getting SQL server to email / text is achievable, and you can also set on failure steps or even a specific job to open a web link to create a ticket.
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Agree with Dave. Most of the ticketing systems can use emails to create new tickets, simply send a sql server email to a specyfic address on job failure and this should do the job
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I did some digging into the ManageEngine Admin panel and found the Exchange Server connection. I can now have the job send the email to the helpdesk user in the mail system and it will generate a ticket with the body of the email added to the ticket. The only thing I haven't got figured out yet is how to scrape the information to send the ticket directly to the DBA team, but have set up a flag so the help desk knows to assign the flagged tickets to the DBA team. I appreciate the input from everybody!!
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Hi, If you are using SDP then you have 2 options. - Auto email pickup. This will allow you to send an email from SQL to a monitor inbox via SDP. You would however need to change some of the key information once the incident is created (i.e. Category, priority, queue etc). - [REST API][1]. SDP exposes some really good APIs so that you can create/modified incidents/tickets. My preferred option would be REST as I allows you to create an incident with the relevant information (even the queue). Using the API you would need to capture the alerts through something like SSIS, Posh etc (unless others have done it a better way). Hope this helps. [1]: http://www.manageengine.com/products/service-desk/help/adminguide/api/request-operations.html#add
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I did some digging into the ManageEngine Admin panel and found the Exchange Server connection. I can now have the job send the email to the helpdesk user in the mail system and it will generate a ticket with the body of the email added to the ticket. The only thing I haven't got figured out yet is how to scrape the information to send the ticket directly to the DBA team, but have set up a flag so the help desk knows to assign the flagged tickets to the DBA team. I appreciate the input from everybody!!
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