Spiceworks Help Desk is a popular IT helpdesk ticket system. Starting with version 4.2 EventSentry supports the tray icon feature that allows the administrator to integrate different IT helpdesk ticket systems so the user can easily open support tickets right from their workstation through a convenient tray icon. This guide illustrates how to integrate EventSentry with Spiceworks Help Desk via an email action.
From the tree or ribbon, (1) (right-)click on Actions and select (2) Add Action. In the Action Selection window, (3) choose an action name, "Spiceworks" in this example, (4) select Email and (5) click OK.
Creating Email Action
After creating the email action the configuration window will appear.
Note: Some configuration here depends on particular company email server configuration. For example, for this guide the $SUPPORTEMAIL variable is used as both the Sender and Email, which will be replaced by the user input in the tray icon. For that particular configuration, the specified SMTP server must allow the user in "User/Pass" to impersonate other users or sending emails will fail. If the SMTP configuration can't be modified to allow this, the same email address used in "User/pass" must be configured under "Sender Email". In any case, the user email will be added to the subject too.
At the Email Action configuration window for this guide (1) $SUPPORTEMAIL variable is used for the sender and (2) sender email field. (3) The recipient email address is usually generated by Spiceworks (Normally help@[username].on.spiceworks.com for the cloud version) as (4) subject enter $SUPPORTEMAIL $SUPPORTSUBJECT. (5) Under Display & Delivery Options, the email format needs to be set to to "Plain Text" since Spicework can't interpret some HTML code correctly). (6) Complete SMTP information for your SMTP Server.
Configuring Email Action
After the action is created, the last step is to assign the action to the System Tray package. To do so, (1) under Packages / System Health / System Tray, click on Tray Application. (2) From General Settings activate Enable Support Tickets (3) and specify a suitable link description for your end users, e.g. IT Support and then (4) select the just created email action (Spiceworks). (5) Enable both the Require Email and Require Subject options.
If you don't have a System Tray package (e.g. when upgrading from pre-v4.2), simply create a new System Health package or add the Tray Application object to an existing system health package and configure it as described above.
Assigning Action to Tray Application.
From the top menu, (1) click Home (2) and either click "Save" or "Save & Deploy" icon. It may be necessary to manually push the configuration if the collector is not being used. Clients will pickup the new configuration and in a couple of minutes, the tray icon option should show up on all monitored hosts.
Right click on tray icon.
Right click on tray icon.