You can create a ticket in a designated VSA when a Traverse test enters a warning or critical state in an action profile. The following procedures describe how to configure, then trigger the creation of a ticket in the VSA.
Note: Tickets are created in the VSA either in the Ticketing module or the Service Desk module, depending on the VSA's configuration.
Configuring the VSA
Ensure the System > Configure > Enable VSA API Web Service checkbox is checked.
Identify or create a dedicated user using the System > User Security > Users page. The credentials of this user are used to authenticate API ticket creation requests sent by Traverse to the VSA. Ensure the access rights for this user's role includes access to the Ticketing module or Service Desk module as required.
Configuration Traverse
Log on to Traverse as a superuser.
Navigate to the Superuser > Global Config > Web Application page.
Optionally check the Show Ticket ID column. This displays an additional column for ticket ID in Event Manager.
Check the Enable integration with Kaseya VSA checkbox.
Enter data in the following fields:
VSA Server URL - The URL of the VSA you are integrating with Traverse. The format of the URL is: https://<VSA-domain-name>
Login Username - The username of the VSA user used to authenticate API ticket creation requests in the VSA.
Password - The password of the VSA user.
Repeat Password - Reenter the password of the VSA user.
Click Save to save your changes.
Configuring Actions Profiles to Create Service Tickets
Superusers, administrators and department users can all specify action profiles. In this example an administrator is described creating an action profile and specifying the creation of a ticket.
Logon as an administrator.
Navigate to the Administration > Actions page. The Manage Action Profiles page displays.
Click the Create an Action Profile link.
Display the Notify Using drop-down list for the first action. Select the Open Ticket in VSA Service Desk action. This action only displays if integration has been enabled.
Complete the creation of the action profile as you normally would.
Assign the action profile while provisioning tests for one or more devices. For each test use the Action Profile drop-down list to select an action profile that contains the Open Ticket in VSA Service Desk action.
Testing the Creation of Tickets
In Traverse, for a test configured to trigger the creation of a ticket, set the test's thresholds to ensure the test will fail when monitoring a device. This causes Traverse to send an API ticket creation request to the VSA.
In the VSA, check the creation of the ticket, in either the Ticketing module or the Service Desk module, depending on the VSA's configuration. It may take a few minutes for the ticket to be created.
Disabling Traverse / VSA Integration
If an existing action profile includes an Open Ticket in VSA Service Desk action but integration has been disabled using the Superuser > Global Config > Web Application page, API ticket creation requests are not sent. With integration disabled, when editing an existing action profile, the Open Ticket in VSA Service Deskaction displays a (disabled)suffix.
