Other API Based Ticket Integrations - Teamsupport | Archive

Jerry_Wiltse · 2015-06-16T20:48:26Z

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).

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Other API Based Ticket Integrations - Teamsupport | Archive | LogicMonitor Community