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Regular Contributor.. psantiamo Regular Contributor..
Regular Contributor..
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Feeding information into Remedy ticket

I use ArcSight ESM 6.5.

I have rule setup so when a event X happens, ESM notifies a technician. The technician must gather the relevant information from ArcSight and enter them into Remedy.

I'm exploring ways to get that information into Remedy automatically.

I have a proven email template whereby if I fill in the information, I can create a Remedy ticket.

Is there a way to use this email template in ArcSight, then have ArcSight email it to Remedy. It seems like a rule with notification, but that won't work.

Any suggestions?

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3 Replies
MarkSamark Super Contributor.
Super Contributor.

Re: Feeding information into Remedy ticket

You can use velocity templates for a predefined format and a different template can be created for each different rule if required.

These templates are stored in the /opt/arcsight/manager/config/notifications directory from the top of my head.

When send notification is enabled and the created template refers correctly it will specify the correct template.

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Michel Beaudry Outstanding Contributor.
Outstanding Contributor.

Re: Feeding information into Remedy ticket

Patrick,

Remedy integration has been available for quite a while with

You should have a look into this document.

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MarkSamark Super Contributor.
Super Contributor.

Re: Feeding information into Remedy ticket

True, there is a Remedy Action connector as well, you might have to check whether that is supported with the version of Remedy you are running.

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