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vesta_jmb
Level 7

What is the recommended method to integrate Foundstone Ticketing with an external HelpDesk

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Hi All,

We have decided that we would prefer to track our vulnerability tickets in ManageEngine's ServiceDesk  Plus (please don't ask me why...sigh...) so I am trying to get tickets generated in Foundstone to export. We have everything set up in ServiceDesk to receive an email sent to a specific address and create a problem ticket with the email info automatically. The problem I am having is that the Foundstone notifications concerning Tickets (specifically exporting tickets) does not seem intuitive at all. I have the system set to send a notification when tickets are Assigned for Export:

Send Event Notification When Ticket Generated   Ticket Assigned for Export
Vulnerability Detail Path https://server/notifications/vuln_detail.exp

Problem I have is that when I select a ticket and export it...no notification is sent out. I manually assign the exported ticket back to a user and here come the notifications to the user about the manual assignment. Is the Ticket Assigned for Export  supposed to be used in this manner? I am thinking about running a SQL command to clear away all my tickets, setting the system to send notification on Ticket Generation and re-running my scans to see if THAT might generate the expected email. Any advice or assistance would be greatly appreciated.

We are currently running MVM 7.0

JB

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cgrim
Level 13

Re: What is the recommended method to integrate Foundstone Ticketing with an external HelpDesk

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Hi JB,

Sorry for the lack in response.  This forum is better for quick/general questions, and as this seems to be a legitimate problem, you should open a Service Request. 

If you've already done so, please reply with the SR # and I can have a look at it.

-Cathy

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cgrim
Level 13

Re: What is the recommended method to integrate Foundstone Ticketing with an external HelpDesk

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Hi JB,

Sorry for the lack in response.  This forum is better for quick/general questions, and as this seems to be a legitimate problem, you should open a Service Request. 

If you've already done so, please reply with the SR # and I can have a look at it.

-Cathy

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