Use the Ticket API with a third-party API tool

To configure a pull-based API ITSM ticket integration, use the Organizations and Ticket API. You can use tools such as Postman to interact with these APIs.

If you aren't familiar with third-party tools such as Postman, see Use the Ticket API with the Arctic Wolf API environment.

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 regions, also known as PODs, are related to your organization, also known as the tenant.

  1. Navigate to Organizations API specifications and download the specifications file.
  2. Unzip and upload the specifications file in a third-party tool, such as Postman.
  3. 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.

  4. Copy the the name of the POD and the organization ID, and then save them in a safe, encrypted location.

Invoke the Ticket API

To invoke the Ticket API, select a POD to integrate with based on your findings in the Organizations API.

  1. Navigate to Ticket API specifications and download the specifications file.
  2. Unzip and upload the specifications file in a third-party tool, such as Postman.
  3. 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.
    You retrieved these values in Invoke the Organizations API.

    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.