Examples of logging requests (with workflows) via API

[Hiten]

Good morning @artan,

I understand that you are our new Account Manager (previously Andre).

We are trying to investigate and looking to implement a means to take some alerts from our Azure Portal and have them directly log a ticket in to Hornbill for our Support team to investigate, etc.

We understand that this is a capability you have now available and from searching around the Hornbill Community I cannot find anything totally related to what we are tying to achieve here, but seems this thread is the closet.

Can you please advise what is possible and how we can achieve this?

Regards, 

Hiten

[Steve Giller]

@Hiten

The first question is, how are you made aware of these alerts?

Commonly they are sent by email, which would allow you to use the Auto Responder without the need to involve APIs at all.

[Hiten]

On 19/11/2024 at 11:16, Steve Giller said:

@Hiten

The first question is, how are you made aware of these alerts?

Commonly they are sent by email, which would allow you to use the Auto Responder without the need to involve APIs at all.

Hi Steve, 

Apologies, I did not see this reply, didn't get an email. 

We were using ServiceNow as medium, which would get the Azure alerts and email them to us on a different email address.  

This method has gone away now and so we are looking to get setup something more native into Hornbill.  

Can you please tell me more about the Auto Responder?

Regards, 

Hiten

[Steve Giller]

The Auto Responder takes actions based on incoming emails using Inbound Routing Rules.

If you have any additional questions after reviewing the linked documentation please post back here.

[Hiten]

1 hour ago, Steve Giller said:

The Auto Responder takes actions based on incoming emails using Inbound Routing Rules.

If you have any additional questions after reviewing the linked documentation please post back here.

Hi Steve, 

Thank you. From what I understand from this Auto-Responder link you have sent is that it takes an incoming email and performs 'some' defined action.  

What was unclear from this, is if the action or Application (as highlighted below) can be the Service Manager?  In other words, the email can be routed to create a ticket?

Furthermore, if the above is true.  Are there further configurable options to auto-close, etc.?

Regards, 

Hiten

[Steve Giller]

1 hour ago, Hiten said:

In other words, the email can be routed to create a ticket?

Absolutely, that is the most common use. You may wish to look at Routing Rule Templates for further details on configuring the Request against a Service/CI etc.

1 hour ago, Hiten said:

Are there further configurable options to auto-close, etc.?

This would be something you would consider within the Workflow of the Request you created.

[Hiten]

2 hours ago, Steve Giller said:

Absolutely, that is the most common use. You may wish to look at Routing Rule Templates for further details on configuring the Request against a Service/CI etc.

This would be something you would consider within the Workflow of the Request you created.

What are the options using the API, we need to use this method?

[Steve Giller]

7 hours ago, Hiten said:

We were using ServiceNow as medium, which would get the Azure alerts and email them to us on a different email address.

How was ServiceNow getting the alerts?
You certainly can use the Hornbill API to raise requests, but this isn't something that easy to walk you through on the forums.

 

[Hiten]

33 minutes ago, Steve Giller said:

How was ServiceNow getting the alerts?
You certainly can use the Hornbill API to raise requests, but this isn't something that easy to walk you through on the forums.

 

I was not involved that in side of things (nor did we manage/Admin that instance of ServiceNow), it is possible that some sort of webhook was used (though I might be completely off). 

It is possible we could arrange a call with you and a couple of technical guys from my end to go through?

[Hiten]

22 hours ago, Hiten said:

I was not involved that in side of things (nor did we manage/Admin that instance of ServiceNow), it is possible that some sort of webhook was used (though I might be completely off). 

It is possible we could arrange a call with you and a couple of technical guys from my end to go through?

@Artan Kurti can you please let us know if we can get a call organised to walk through this next week?

[Hiten]

On 28/11/2024 at 14:27, Hiten said:

@Artan Kurti can you please let us know if we can get a call organised to walk through this next week?

@Steve Giller any update to the above questions please?

[Steve Giller]

@Hiten As mentioned, a detailed discussion on APIs is not really practical on the Forums, and any actions outside of Hornbill aren't really something we can advise on.

You asked above:

On 27/11/2024 at 14:25, Hiten said:

What are the options using the API, we need to use this method?

but it's not clear what you're trying to achieve, what will happen to trigger the API, or what mechanism you're intending to use in order to make the API call. All of the available APIs are fully documented - how you call them is completely up to you. If you need time with our specialists this can be booked via the Expert Services tile on the Success Portal.

[Hiten]

4 hours ago, Steve Giller said:

@Hiten As mentioned, a detailed discussion on APIs is not really practical on the Forums, and any actions outside of Hornbill aren't really something we can advise on.

You asked above:

but it's not clear what you're trying to achieve, what will happen to trigger the API, or what mechanism you're intending to use in order to make the API call. All of the available APIs are fully documented - how you call them is completely up to you. If you need time with our specialists this can be booked via the Expert Services tile on the Success Portal.

Thanks Steve, we are trying to root in Azure Alerts - potentially via a webhook, to pull in and create a Hornbill ticket.

Not sure I see the API we need in the link you provided.