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ClintBergman's avatar
ClintBergman
7 years ago

Multiple API Request Actions per Event/Status Change

I have come across this issue a few times now, and feel it's worth bringing up.  A major roadblock to making our integrations (with major platforms like ConnectWise) work the way we want them to is the limitation of only being able to make a single API request per event/status change/etc.

One example - we want to be able to insert the "Acknowledged" notes when an alert (or several) are ack'ed in LogicMonitor as a service note to the corresponding tickets in ConnectWise AND update the status of the ConnectWise ticket to 'In progress'.  That requires 2 API calls: one (which is the default for your builtin ConnectWise integration) to update the ticket priority/status/etc (HTTP PATCH -> https://{connectwiseSite}/v4_6_release/apis/3.0/service/tickets/{id}) and another to add a note to the ticket (HTTP POST -> https://{connectwiseSite}/v4_6_release/apis/3.0/service/tickets/{id}/notes). 

Another example - our RMM tool does not support the usual API Key method of authentication.  It requires that one go through a slightly obtuse algorithm to send credentials, save a generated session token that is returned as part of the response body, and then submit that session token in the headers of future requests as a bearer token.  I don't want to just leave these sessions open all the time, even though all traffic is submitted through HTTPS, the session token grants access as the API user from anywhere.  So without going bonkers in complexity and asking for the world - it would be good enough to just be able to execute multiple API requests : 1 - Authenticate and save part of the response body, 2 - Submit one or more requests using the session token, 3 - Logout.

We /really/ need the ability to get information from LM into ConnectWise and other platforms to make this solution shine.

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  • dan_wiczek's avatar
    dan_wiczek
    5 years ago

    Connectwise users,

    I see no comments on this thread for a couple years.  Is there a way to write a note to a ticket thru the Connectwise API? 

    Fingers crossed! 

  • Alex_Williams's avatar
    Alex_Williams
    4 years ago

    This has been opened for 3 years now and its still an issue. We'd really like the ability to put a ticket note when the ticket is closed by LM. Please implement this!

  • JFab's avatar
    JFab
    Icon for Neophyte rankNeophyte
    8 days ago

    I know this thread is ancient, but 7 years later and it appears that this is still a problem. We'd love to be able to add an additional note to our ConnectWise tickets when the status of an alert changes in LogicMonitor; it ends up being awkward in ConnectWise when a LogicMonitor alert clears and the corresponding CW ticket is closed with nothing to note why.

    Has there been any word on this or has anyone found an elegant workaround?

    • Stuart_Weenig's avatar
      Stuart_Weenig
      Icon for Mastermind rankMastermind
      8 days ago

      No change from LM, it will still make one API call. However, you can update the initial description, summary, or other fields within that same call at the same time the status is being updated. It's not very clean, but part of the fault is on CW. Also, due to CW limitation, you cannot feed a list of CIs when opening the ticket to have them attached to the ticket; that has to be a separate call.

      What we did was create an Azure function that LM calls. Then the Azure function makes multiple calls to CW to open the ticket and attach the CIs. It also calls back to LM to put the CW ticket number in the notes field and acknowledge the alert in LM. We did this because we actually have LM sending alerts to PD, which groups the alerts (like Dexda) and pushes the incidents to CW through this azure function. Because PD is the middle man, LM doesn't know the ticket number unless the Azure function posts it back into the alert.