Creating Freshdesk tickets from NetCrunch alerts

Integrating NetCrunch with the help desk tool that you are already using is possible without additional programming. In this article, we will explain how to set up your NetCrunch to convert alerts into tickets in your Freshdesk Service Desk.

Enable NetCrunch to post in Freshdesk

To enable NetCrunch to post important alerts directly as tickets to your Service Desk, you need to first set up an Integration Profile for Freshdesk. To do so, click Monitoring Integration Profiles at the top of the NetCrunch application.

In the editor, the new Integration Profile needs to be named and you will be asked for your HelpDesk subdomain, your API Key, and the Email Address of the Requester. You may consider creating a new user to send tickets from NetCrunch to clearly identify the sender in Freshdesk. Your HelpDesk subdomain can easily be found in the HelpDesk URL (i.e. test for http://test.freshdesk.com). The instructions on how to find your API Key can be found following the link: http://developer.freshdesk.com/api/.

Integration Profile

Create an alert sending the ticket to Freshdesk

To allow NetCrunch to utilize the integration, it's necessary to create an alerting script (or edit the already existing one). The steps below explain how to create a new alerting script.

  • Click Monitoring Alerting Escalation Scripts
  • In the Alerting Scripts Window click Add Alerting Script
  • Click Add and select Action to Run Immediately
  • Click Integrations tab and select Freshdesk Ticket
Create alerting script

A new window will appear, but there's not much configuring here. Make sure that you are using the correct profile. Test sending messages to Freshdesk by clicking Test. A small window with the test procedure will appear, and if everything is configured properly, the test should finish with the "Successfully executed" and a test message should now appear in the Freshdesk where NetCrunch should send the tickets.

Test the integration

However, this will not work with the "Close Ticket" operation. To test the "Close Ticket" operation you need to create an alerting script with "Create Ticket" operation as Action to Run Immediately and the "Close Ticket" operation as* Action to Run on Alert Close*. For the "Close Ticket" operation you can choose which status the updated ticket should receive, the default, in this case, is the status "Closed". Then select a node and create an alert (for example Node Monitoring Disabled) to test and assign the alerting script to this alert. The following steps explain how to create a "Node Monitoring Disabled" alert for a single node.

  • Right-click the node where you want to create an alert
  • Select the Node Settings and click Alerts&Reports in the node settings window
  • Click Add Alert, select the Basic tab and choose Node monitoring is disabled
  • Right-click the new Alert and select Assign Predefined Alerting Script Your Script name
Assign the alerting Script

If you now trigger the alert (Disable the Node Monitoring), a ticket will be created. If this alert is closed (Node Monitoring Enabled) a public note will be added to the ticket and it will be closed. After such an alerting script is attached to various alerts, NetCrunch will send messages to Freshdesk each time when the given alert is generated.

Result

With this integration, you have all your customer's problems and your own monitoring issues together in one place, enabling you to react as fast as possible to network events. You might even save time by assigning the alert i.e. to monitor your website, and before one customer reports this issue you are already informed and can react swiftly.

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