Christopher-
LM ChampionJoined 9 years ago
User Profile
LM Champion
User Widgets
Contributions
Re: Why is the support AI chatbot always broken?
Hi everyone, thank you all for taking the time to share your experiences so candidly. We know that when support becomes a barrier, especially during critical issues, it creates frustration and erodes trust. That is something we take seriously. We’ve heard the feedback loud and clear. The current chatbot isn’t meeting expectations. We are in the process of replacing it with a more reliable and streamlined solution to make it easier and faster to get help when you need it. To Cole’s point, it's especially disappointing to hear from long-time users that the support experience no longer feels like the gold standard it once was. We appreciate you holding us to that high bar. Our goal isn’t just to fix process gaps. We are working to rebuild the kind of responsive, high-quality support experience that earned that reputation in the first place. We’ll continue sharing updates as changes roll out, and your feedback is helping shape those improvements.31Views3likes1CommentRe: Introduce Yourself!
Hi everyone, My name is Christopher Seiber; I help lead our incredible support team here at LogicMonitor. A bit about me, I’ve been at LM for nearly seven years and my professional background is a blend of support and systems administration. In my free time I enjoy reading, cooking, games, being outdoors and most recently dabbling in some very amateur astrophotography. I’m looking forward to catching up with everyone here and always happy to help answer questions if I can. Cheers!10Views6likes0CommentsRe: WMI testing utility
Hi Allen, For support; we would normally use wbemtest to check if wmi is responding outside of the collector. We include some general troubleshooting steps as well as a short how to on this here: https://www.logicmonitor.com/support/monitoring/os-virtualization/troubleshooting-wmi/12Views0likes0CommentsBasic Freshdesk Integration
The following guide is an example of a custom http integration using the Freshdesk API along with some of LogicMonitor's token values. To start off I would recommend reviewing the following resources. LogicMonitor Custom HTTP Delivery Documentation: https://www.logicmonitor.com/support/settings/integrations/custom-http-delivery/ LogicMonitor Tokens: NOTE: (In this guide I create a token ##freshdesk.requesterid## using a custom property on the device. This allows me to pass this value through the integration. This can be very useful if you need to use the same integration to create tickets as multiple organizations or users. I've included a screenshot below detailing where this is set on the device.) https://www.logicmonitor.com/support/settings/logicmodules/tokens-available-in-datasource-alert-messages/ Freshdesk API Documentation: https://developer.freshdesk.com/api/ Complete these steps in Freshdesk prior to creating your integration: Create a Freshdesk User to be used for authentication. https://support.freshdesk.com/support/solutions/articles/37591-adding-new-support-agents- In the below payloads I use the Freshdesk requester_id as a token to create, update and close tickets. You can find the requester_id for a Freshdesk user by checking the following. Configure your Freshdesk API key for authentication. https://support.freshdesk.com/support/solutions/articles/215517-how-to-find-your-api-key Complete these steps in LogicMonitor to create the Integration: Add a new Custom HTTP Delivery under Integrations using the following payloads as a starting point. Determine if you would like to use a wildcard for things such as your Freshdesk requester_id or organization_id etc. Payload Examples: The following examples will Create, Update and Close FreshDesk tickets with LogicMonitor Alerts. NOTE: When authenticating with the Freshdesk api, you will only need to enter your api key in the username field, the password is blank. Active: { "description": "Host: ##HOST##\nDatasource: ##DATASOURCE##\nDatapoint: ##DATAPOINT##\nLevel: ##LEVEL##\n Start: ##START##\nDuration: ##DURATION##\nValue: ##VALUE##\nReason: ##DATAPOINT## ##THRESHOLD##", "subject": "##LEVEL## - ##HOST## ##INSTANCE##", "requester_id": ##freshdesk.requesterid##, "priority": 1, "status": 2 } Escalated: { "description": "Alert Escalated/De-escalated\nHost: ##HOST##\nDatasource: ##DATASOURCE##\nDatapoint: ##DATAPOINT##\nLevel: ##LEVEL##\n Start: ##START##\nDuration: ##DURATION##\nValue: ##VALUE##\nReason: ##DATAPOINT## ##THRESHOLD##", "subject": "##LEVEL## - ##HOST## ##INSTANCE##", "requester_id": ##freshdesk.requesterid##} Acknowledged: { "body":"Note: ##MESSAGE##" } Cleared: { "description": "Alert Cleared\nHost: ##HOST##\nDatasource: ##DATASOURCE##\nDatapoint: ##DATAPOINT##\nLevel: ##LEVEL##\n Start: ##START##\nDuration: ##DURATION##\nValue: ##VALUE##\nReason: ##DATAPOINT## ##THRESHOLD##", "subject": "##LEVEL## - ##HOST## ##INSTANCE##", "requester_id": ##freshdesk.requesterid##, "priority": 1, "status": 4 } Here we can see the finished product, a ticket generated and cleared using the above payloads. Active Warn: Active Error: Active Critical: Active Critical Ack: Cleared: (Note that the Status changes to Resolved)523Views11likes9CommentsBasic Zendesk Integration
The following guide is an example of a custom http integration using the Zendesk API along with some of LogicMonitor's token values. To start off I would recommend reviewing the following resources. LogicMonitor Custom HTTP Delivery Documentation: https://www.logicmonitor.com/support/settings/integrations/custom-http-delivery/ LogicMonitor Tokens: NOTE: (In this guide I create a token ##zendesk.authorid## using a custom property on the device. This allows me to pass this value through the integration. This can be very useful if you need to use the same integration to create tickets as multiple organizations or users. I've included a screenshot below detailing where this is set on the device.) https://www.logicmonitor.com/support/settings/logicmodules/tokens-available-in-datasource-alert-messages/ Zendesk API Documentation: https://developer.zendesk.com/rest_api/docs/core/introduction Complete these steps in Zendesk prior to creating your integration: Create a Zendesk User to be used for authentication. https://support.zendesk.com/hc/en-us/articles/203661986-Adding-agents-and-administrators In the below payloads I use the Zendesk author_id as a token to create, update and close tickets. You can find the author_id for a Zendesk user by checking the following. Configure your Zendesk API key for authentication. https://support.zendesk.com/hc/en-us/articles/226022787-Generating-a-new-API-token- Complete these steps in LogicMonitor to create the Integration: Add a new Custom HTTP Delivery under Integrations using the following payloads as a starting point. Determine if you would like to use a wildcard for things such as your Zendesk author_id or organization_id etc. Payload Examples: The following examples will Create, Update and Close ZenDesk tickets with LogicMonitor Alerts. NOTE: When authenticating with the Zendesk api, you will only need to enter your api key in the password field and your username with /token at the end. Active: { "ticket": { "subject": "##LEVEL## - ##HOST## ##INSTANCE##", "type": "incident", "comment": { "body": "Host: ##HOST##\nDatasource: ##DATASOURCE##\nDatapoint: ##DATAPOINT##\nLevel: ##LEVEL##\n Start: ##START##\nDuration: ##DURATION##\nValue: ##VALUE##\nReason: ##DATAPOINT## ##THRESHOLD##"}, "priority": "normal" } } Escalated: { "ticket": { "subject": "##LEVEL## - ##HOST## ##INSTANCE##", "type": "incident", "comment": { "body": "Alert Escalated/De-escalated:\nHost: ##HOST##\nDatasource: ##DATASOURCE##\nDatapoint: ##DATAPOINT##\nLevel: ##LEVEL##\n Start: ##START##\nDuration: ##DURATION##\nValue: ##VALUE##\nReason: ##DATAPOINT## ##THRESHOLD##"}, "priority": "normal" } } Acknowledged: {"ticket": {"status": "open", "comment": { "body": "##MESSAGE##", "author_id": ##zendesk.authorid## }}} Cleared: { "ticket": { "subject": "##LEVEL## - ##HOST## ##INSTANCE##", "type": "incident", "comment": { "body": "Alert Cleared:\nHost: ##HOST##\nDatasource: ##DATASOURCE##\nDatapoint: ##DATAPOINT##\nLevel: ##LEVEL##\n Start: ##START##\nDuration: ##DURATION##\nValue: ##VALUE##\nReason: ##DATAPOINT## ##THRESHOLD##"}, "status": "solved","priority": "normal" } } Here we can see the finished product, a ticket generated and cleared using the above payloads.49Views1like1Comment