Purpose
This guide explains how to configure the Trudesk Response integration in Logsign USO, so that Incidents and Alarms can automatically, or an analyst can manually, create a helpdesk ticket and look up Trudesk groups and users directly from a Logsign Incident. This is a Response (action) integration, configured under Settings > Integrations > Responses > +Device.
Prerequisites
- A Trudesk instance reachable from the Logsign server.
- An account with permission to create tickets and view groups/users.
- Use least privilege. Create a dedicated Trudesk account for this integration scoped to ticket creation and group/user viewing rather than a full administrator account.
Step 1: Prepare Trudesk for API Access
- Log in to your Trudesk instance with an administrator account.
- Create (or designate) a dedicated account for Logsign to use.
- Note the Trudesk instance's hostname and the username/password for the account.
Step 2: Configure the Integration in Logsign USO
In Logsign USO, go to Settings > Integrations > Responses, search for Trudesk, click Configure then +Device, and fill in:
| Field | Required | Description |
|---|---|---|
| Device Name | Yes | Free-text label identifying this Trudesk device in Logsign. |
| Host | Yes | Hostname of your Trudesk instance. Include the https:// scheme explicitly. |
| Username | Yes | The Trudesk account username from Step 1. |
| Password | Yes | Password for that account. Stored encrypted at rest. |
| Insecure Skip Verify | Yes | Disables TLS certificate validation on Logsign's outbound calls when enabled. Defaults to on; leave off unless you have a specific reason to keep it enabled. |
Click Create to save the device.
Available Methods
- create_ticket (Containment) — creates a helpdesk ticket. Args required: issue, owner, group, ticket_type, priority; also fill in subject, since Trudesk needs it to create a usable ticket even though it is not enforced as required by the configuration schema. Known issue: the schema's required list includes an "ip" field instead of subject; "ip" is not a real functional input and can be left blank if shown, but this also means the form will not stop you from submitting without a subject.
- get_groups (Analysis) — lists Trudesk groups. No args.
- get_users (Analysis) — lists Trudesk users. No args.
Troubleshooting
| Symptom | Likely cause | What to check |
|---|---|---|
| 401 Unauthorized | Wrong Username/Password. | Re-enter the Username and Password fields and confirm the account can log in to Trudesk directly. |
| 403 Forbidden on create_ticket | The account does not have permission to create tickets in the target group. | Use get_groups to confirm the group exists and that the account has rights to create tickets in it. |
Notes and Limits
- Use get_groups and get_users first to confirm valid values for the group/owner fields before calling create_ticket.