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Configure the Netskope Plugin for Ticket Orchestrator

Configure the Netskope Plugin for Ticket Orchestrator

This document explains how to configure the Cloud Exchange integration with the Cloud Ticket Orchestrator module of the Netskope Cloud Exchange platform.

Prerequisites

To complete this configuration, you need:

  • A Netskope Tenant (or multiple, for example, production and development/test instances) that is already configured in Cloud Exchange.
  • A Netskope Cloud Exchange tenant with the Ticket Orchestrator module already configured.

Workflow

  1. Configure the Netskope plugin.
  2. Configure the Ticket Orchestrator Business Rule and a Queue to create tickets based on the business rules.
  3. Validate the Netskope plugin.

Configure the Netskope Plugin for Ticket Orchestrator

  1. Choose Settings from the Navigation Pane then Plugins
  2. Select the Netskope ITSM (CTO) box to open the plugin creation page.
  3. On the Basic Information page, enter a Configuration Name.
  4. Adjust the Sync Interval to appropriate value: Suggested is 5+ minutes.
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  5. Click the Next open the Filter Alerts page.
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  6. Choose Alert Types. (This will filter alerts based on types you select.)
  7. Click Save.
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Create Business Rules for Ticket Orchestrator

  1. In Ticket Orchestrator, click Business Rules.
  2. Click Create New Rule.
  3. Enter the appropriate Rule Name in the text box and build the appropriate filter query condition on the field(s) for the business rule. You can also type the query manually by pressing the Filter Query button.
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  4. Click Save.
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  5. To test the newly created business rule, click on the image1.pngicon and enter a time period (in days) and click the Fetch button. This will show the number of alerts that are eligible for incident/ticket creation.
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Create a Queue for Ticket Orchestrator

  1. In Ticket Orchestrator, click Queues.
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  2. Click Add Queue Configuration.
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  3. Select the Business Rule created previously from the dropdown.
  4. Select the plugin Configuration for which the queue is being configured from the dropdown.
  5. Select the Queues from the dropdown. This will list the groups available on the configured Target instance. The issues/tickets will be assigned to the selected group.
  6. Add/Map appropriate values between alerts and incidents under the Map Field section. Alert’s attributes can be accessed via “$” in the custom message field. Click on the Add button to add more field mappings.
  7. Click Save.
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  8. Based on the business rule(s), issues/tickets for incoming alerts will be created automatically. To create issues/tickets for historical alerts, click on image1.png button on the configured queue and enter the time period (in days) and click the Fetch button. This will show the number of alerts that are eligible for issues/tickets creation. Click on the Sync button to create issues/tickets for those alerts.
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Validate the Netskope Plugin for Ticket Orchestrator

In order to validate the workflow you must have Netskope Alerts.

  1. In Ticket Orchestrator, go to Alerts.
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  2. To view the list of tickets created, go to Tickets.
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  3. Retry tickets. You can retry tickets by selecting those selected failed tickets in Tickets Page of the Ticket Orchestrator module.

If issues/tickets are not being created, look at the audit logs in Cloud Exchange. Go to Logging and look through the logs for errors.

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