Use the Ticket API

Arctic Wolf tenants are distributed across multiple regions, called Arctic Wolf pods. To configure ITSM ticket integration using the Ticket API, you need to know the pod and organization ID of the tenant. Get this information using the Organizations API, and then invoke the Ticket API.

Complete this procedure if you want to retrieve tickets for your own organization or if you are a Managed Service Provider (MSP) or parent company that wants to retrieve tickets for a customer or subsidiary organization.

Create a personal API Key

Personal API keys allow you to integrate with your IT service management (ITSM) software by providing authentication and authorization in accessing Arctic Wolf APIs.

Note: Use the Unified Portal for this task, not the MSP portal. If you are a conglomerate or MSP customer, we recommend creating the PAK in the parent or MSP internal Unified Portal. If you create the PAK within a child or MSP child customer portal, the PAK will still be associated to your User permissions, not based on the Org you create the PAK in.
  1. Sign in to the Arctic Wolf Unified Portal.
  2. In the navigation menu, click Organization Profile > Personal API Keys.
  3. Click Create an API Key.
  4. In the Name field, enter a name to identify the API key. For example, the third-party application that will use the key.
  5. In the Expiry field, select the time period after which the API key will expire.
  6. Click Create Key.
  7. Copy the token to a safe, encrypted location.
    After closing the window, you will not be able to view the token again.

Invoke the Organizations API

Invoke this API is to determine which Arctic Wolf organization ID and pods are related to your organization, also known as the tenant.

Query the Organizations API:
CODE 
https://eloc.global-prod.arcticwolf.net/api/v1/organizations

The Organizations API provides the mapping between tenants, their corresponding regions, and organization IDs.

Invoke the Ticket API

In the Ticket API, select which pods to integrate with based on your findings in the Organizations API.

For each pod, invoke the Ticket API, substituting the pod and organizationID values:
CODE 
https://ticket-api.managedgw.<pod>-prod.arcticwolf.net/api/v1/organizations/<organizationId>/tickets
Where:
  • pod is the region where the tenant data resides.
  • organizationID is the organization ID of the tenant.

The Ticket API uses the limit and offset parameters to paginate results. These parameters are comparable to the limit and offset clauses in SQL: limit specifies how many rows to return, while offset specifies how many rows to skip before starting. Together, they determine how many items appear on each page and which page of results is returned.

Note: You can only invoke the Ticket API for one pod at a time.