Adding a Configuration Item to a Ticket

Help & Questions
1

Hi, we get alerts in from a 3rd party system. We are scraping the data within the Alert and then want to use this data to:

  1. Query for an existing Configuration item within the company
  2. If there is no existing asset, create one based of the detail scraped
  3. Associate the ticket with the existing or newly created asset.

I’ve done Step 1 and 2 but I am stuck on how to associate the configuration item with the ticket.

Any help anyone can give would be great.

2

Hi Dale,

We have done something similar for alerting.
What you need to do is to make sure you save the item as a custom variable and use the API: “Create an Object” action not the workflow “Create Autotask ticket”

You then want to create an entity of Type “Ticket” and add all the Mandatory fields as well as Issue, sub-Issue, Description, Queue and InstalledProductID

The 2 items you then use to match it up are:
InstalledProductID: {{custom.Config_Item.id}}
AccountID: {{custom.Config_Item.AccountID.id}}

3

image
image1542×952 52.8 KB

Here is a screenshot of what we use

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4

Thanks. I have the item saved as part of a variable already. I think I just need to add that InstallProductID. Ill give that a go :slight_smile: Thanks

5

Tested this just now. Worked a treat. Thanks for your help

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