Basic 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 theIntegration: 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 willCreate, Update and Close FreshDesk tickets with LogicMonitorAlerts. 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)
SaaS platform monitoring using API or default integration if possible?
I would like to integrate and monitor below SaaS platform. If anybody having idea or best way to do it, please let me know or help to share any documentation. genesys Voice cloud Airwatch Tanium Cloud Absolute JAMF Tetherfi Teradici Chrome Admin Console Imaging servers and EUC connectorsEnable/Disable Integrations?
Is any way to easily disable/enable integrations? I have a bunch of Escalation Chains (300+) that all do various things but send to a PROD ticketing system Integration directly. I’d like to attach the TEST Integration to all of them, and then toggle the integration on or off. But I dont see a way to do it. As I’m typing this up, it just occurred to me that maybe I could attach the Integration to a Recipient group, and remove it, as needed. We have only used sms or email for those but I just discovered as I was creating this that apparently I could just add a Recipient Group to all my Escalation Chains, and then add/remove the integration. So I feel silly now, but I’ll let the question stand. Or I will shift it …is the use of Recipient Groups the way other people use to wholesale/bulk turn on or off integration points, by putting another layer in there? EDIT: I unfortunately discovered that I can’t have an empty recipient list, so in the event I needed to disable all the Integrations in the recipient list, I can’t do it unless there is a null or empty target that can be selected in the event I dont need TEST or DEV integrations in that list (I would want to keep a PROD one separate and untouched if possible). So I’m also wondering if there is a way to do an empty recipient list? I saw no empty/null options, and wouldnt want to burden LM by sticking in some dummy email in there for a NULL equivalent.
Jira Integration - bad design
The new Jira integration has been badly designed. https://www.logicmonitor.com/support/jira-service-management-integration-overview I saw the feature announcement and though “finally!”, but no, this just makes a copy of alerts in Jira and makes you use 2 UIs instead of one. Just look at the workflow - entirely driven by the LogicMonitor UI, and entirely Alert focused (facepalm - it should be Incident and Problem focused). NO. The acknowledgementof the Incident (NOTAlert) should be done in Jira when workflow is invoked. Map that back into LM. While the Alert flaps (CPU high, CPU low, CPU high, CPU low) FFS don’t create MORE Jira tickets. The existing ticket should be updated, maybe with a new Jira comment for each state change. Finally, when the Incident is over (to be determined CONFIGURABLY) as a manual action or after a timeout, can the ticket be transitioned through the workflow, but this should take custom workflows into account, not assume the Jira out of the box (OOTB) workflow. No-one who is serious about Jira uses that. Next, Problem management. When there have been X such incidents in a time window Y, create a Problem ticket, with all the incidents linked. This can only be closed manually. --- Sorry to rant, but this focus on Alerts instead of Incidents in the ServiceNow, AutoTask, Jira etc. integrations just generates ticket spam that helps no-one.
