Help Document

Ticketing Tool Integration

With Log360 Cloud, you can efficiently manage security incidents by raising tickets for alerts that are generated. You can easily manage the incident within the Log360 Cloud console or use an external help desk software for raising tickets. Popular ticketing tools such as ManageEngine ServiceDesk Plus, ManageEngine AlarmsOne, ServiceNow, Zendesk, and Kayako are supported by Log360 Cloud.

To configure incident management with an external ticketing tool, follow the steps given below:

  • Under the Alerts tab, click on the icon and choose Ticketing Tool Integration.
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  • In the window that appears, select the desired ticketing tool from the available options in the Ticketing Tool field.
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  • The steps to configure the different ticketing tools are explained below. Please follow the steps of the ticketing tool that you are using.

For ServiceNow:

  1. Enter the ServiceNow subdomain name or IP address.
  2. Enter the login name and password of a valid account in the ticketing tool.
  3. Enter a short description and a description for the alert. You can select them from a predefined list available under Macros or type your own descriptions.
  4. Click the Test and Save button to establish communication and complete the configuration.

For ManageEngine ServiceDesk Plus:

  1. Choose ManageEngine ServiceDesk Plus in the Ticketing Tool field.
  2. Choose the data center from the options available in the drop-down list.
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  4. Click on the API Registration URL, to generate the Client ID and Client Secret ID.
  5. Once the Zoho API Console is opened, click on Get started.
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  7. Select the Server-based Applications tile.
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  9. To create a new client, enter the required details.
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  11. Enter the redirect URL as given in the Log360 Cloud console and click Create.
  12. Copy the generated Client ID and Client Secret ID.
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  14. Back in the Log360 Cloud console, paste the Client ID and Client Secret ID in the required fields.
  15. Enter a subject and a message for the alert. You can select them from a predefined list available under Macros or type your own.
  16. Click the Test and Save button.
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  18. On clicking the Test and Save button, a verify popup will be displayed. Click on the URL to approve the usage of the clients of ServiceDesk Plus On-Demand, .
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  20. Click Accept for API approval.
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  22. The ticketing tool will now be configured successfully.

For Zendesk:

To configure Log360 Cloud with Zendesk, you will need to retrieve some information from your Zendesk ticketing tool.

Configuring Zendesk with OneAuth authentication:

Note: Please follow the steps given below only if you are opting for OneAuth as an authentication method. If you are opting for Basic API, please skip the following 7 steps.
  1. After logging into your Zendesk account, click the settings icon on the leftmost pane.
  2. In the left tab of the page, click API under Channels.
  3. In the right pane, move to OAuth Clients and click the + icon to create a new OAuth Client.
  4. Enter the client name, description, and name of the company. Select a logo.
  5. The value that appears corresponding to Unique Identifier needs to be saved in a separate document. This would be needed while configuring Zendesk in Log360 Cloud.
  6. Once you click Save, a secret code will appear above the Save button. Click Copy and save it in a separate document. This would also be needed while configuring Zendesk in Log360 Cloud.
  7. Click Close and open Log360 Cloud to complete the configuration process.

Configuring Zendesk with Basic API authentication

Note: Please follow the steps given below only if you are opting for Basic API as an authentication method. If you are opting for OneAuth, please skip the following 7 steps and refer the steps given above.

In order to generate an API token, you must be an administrator in Zendesk, and Token Access must be enabled. To generate an API token, follow the steps given below.

  • Click the Admin icon in the sidebar, then select Channels → API.
  • Click the Settings tab, and make sure Token Access is enabled.
  • Click the + button to the right of Active API Tokens.
  • Optionally, enter a description under API Token Description. The token is generated, and displayed.
  • Copy the token, and paste it somewhere secure. Once you close this window, the full token will never be displayed again.
  • Click Save to return to the API page. A truncated version of the token is displayed.

Configuration in Log360 Cloud for Zendesk integration

After retrieving the necessary information from Zendesk, open Log360 Cloud and navigate to the Alerts tab. Click on the settings icon and select the Ticketing Tool Integration option. Then follow the steps given below.

  1. Choose Zendesk in the Ticketing Tool field.
  2. Enter the Zendesk subdomain name in the given field.
  3. Under Authentication, you can choose either OneAuth or Basic API.
  4. If you choose OneAuth under Authentication, follow the steps given below.
    • Enter the Login Name and Password of a valid account in the ticketing tool.
    • Enter the Client ID in the corresponding field. This is value of the Unique Identifier noted from the ticketing tool.
    • Enter the Client Secret ID in the corresponding field. This is the value of the secret code obtained from the ticketing tool.
  5. If you choose Basic API under Authentication, follow the steps given below:
    • Provide the Email Id in the given field.
    • Click on Steps to Generate API Key for steps to generate an API key.
    • Follow the given steps to generate the API key. After generation, provide the API key in the corresponding field.
  6. Enter a Subject and a Message for the alert. You can select them from a predefined list available under Macros or provide your own.
  7. Click the Test and Save button to establish communication and complete configuration.

For AlarmsOne:

  1. Open ManageEngine AlarmsOne and click the Applications icon, then click Applications(+) button in the left panel. From the list displayed, select Custom API Integration.
  2. Enter an Application Label and Application Name. If a notification profile is already configured, select it. Click Add. You can also associate a notification profile later.
  3. A Webhook URL specific to your custom app is generated.
  4. Open Log360 Cloud's Ticketing Tool Integration page and select ManageEngine AlarmsOne in the Ticketing Tool field.
  5. Now, enter the Webhook URL obtained in the previous step in the Webhook URL field.
  6. Enter a subject and a message for the alert. You can select them from a predefined list available under Macros or type your own.
  7. Click the Test and Save button to establish communication and complete configuration.

For Kayako:

  1. Enter the Kayako subdomain name.
  2. Enter the login name and password of a valid user in the ticketing tool.
  3. Enter a subject and a message for the alert. You can select the subject and message from a predefined list available under Macros or type your own descriptions.
  4. Click the Test and Save button to establish communication and complete configuration.

After configuring Log360 Cloud with the ticketing software, you can select the alert profiles for which tickets need to be raised.

In the ticketing tool integration page, you will have a list of existing alert profiles. Select the ones for which you want a ticket to be raised. You can search for specific alert profiles using the search box. You can also select all the alert profiles by ticking the Select All check box. If Select All is checked, all the alert profiles added in the future will be automatically selected and tickets will be raised for them as well. Once you have completed selecting the alert profiles, click Update.

Note:To ensure that the ticketing tools used to integrate with Log360 Cloud are compliant to the GDPR's requirements, please check the I agree box and click Proceed.

The pop-up will only be shown when the organization has enabled GDPR in Log360 Cloud.

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