Forum Discussion

Jerry_Wiltse's avatar
Jerry_Wiltse
10 years ago

Other API Based Ticket Integrations - Teamsupport

Please consider adding other Integrations alongside Connectwise, primarily for ticketing. Most cloud-based ticket systems have a simple API for opening, updating, and closing tickets. They don't all have advanced email parsing, so in those cases a single logicmonitor event can result in 5 tickets (Open, Ack, Update, Escalate, Clear).

I believe one framework could be designed that allowed admins to specify three standard API calls for any ticket system, defining the companie IDs, tokens, URLs and bodies with the same variables that are available to the emails. The standard calls would be for "Open", "Update", and "Close" (there are probably a few more scenarios, but you get the idea). I don't believe it would have to be complicated and "code-like" either.

Also, after seeing the service-now integration launches from the collectors, I should state that any such functionality MUST run from the cloud servers rather than the collectors to be viable for most use cases I know of (like the connectwise part).

  • Annie_Dunham's avatar
    Annie_Dunham
    Former Employee
    10 years ago

    Hi Jerry -

    Sorry for not responding sooner. We actually have this in motion. We're building a central platform for our other integrations (AutoTask, ServiceNow, PagerDuty), that will be extendable to all ticketing systems.

    We're a little ways out, but will post again when we're ready for testing.

    Annie

  • Jerry_Wiltse's avatar
    Jerry_Wiltse
    10 years ago

    Hi Annie, it's been 3 months since you posted about more integrations. Do you have any updates?

  • Annie_Dunham's avatar
    Annie_Dunham
    Former Employee
    10 years ago

    It's in development. I expect the core functionality for webhooks to be available by end of year, with in product updates for our existing integrations following shortly thereafter.