How to integrate a Web Help Desk software (Ticketing Tool) from SolarWinds to Splunk?

[renjujacob88]

Hi

Our scenario is to create a Incident Workflow matrix/SLA metrics on SPlunk Enterprise.

For that we have a Ticketing Tool called Help Desk Software from SolarWinds which we need to integrate to splunk Enterprise. The database is of mysql server and we need to pull out the records. Kindly assist.

• How can we get the ticketing details( log messages) from the mysql database

• Is there any add on for the Help Desk Software to pull out the data

[koshyk]

I couldn't find any addon for Splunk ready-made for SolarWinds. But overall the key things you can try for is
The key thing you need to find from "solarwinds ticket tool" is the rising column (or time based column) which changes on every update of the ticket. Let's say that column to be my_ticket_rising_column

• if the data is stored in mysql, you can use DBconnect to pull the data and put the rising column to my_ticket_rising_column . Create a new index and pull the data using dbconnect and look for the latest(my_ticket_rising_column) in your searches.
• if Solarwinds have an API, that is a better method too. You can create an inputs/scripted-inputs/saved-searches to pull the data. (ServiceNow using API)
• If no options above available, within Solarwinds server, try dumping the data or ask them to send to you via syslog or some other mechanism.

[renjujacob88]

Can i make use of the Splunk DB Connect add-on in the Splunk ES trial version?

[koshyk]

should be yes.
(Else request a developer license for 10GB from Splunk to try things out. This will give you full Splunk control)