Sending NetCrunch alerts to Freshservice
Next to Freshdesk, there is another Service Desk that helps you keeping track of your Problems. Freshservice is a Service Desk especially created for your IT-Department to react to internal IT issues and to promote them to problems if they are constantly reoccurring. This helps your IT Department to find the source of the problem and eliminate it quickly. This article will explain how to configure NetCrunch to send tickets to your Freshservice Service Desk.
This article will explain and show how to configure NetCrunch to send alerts as tickets to your Freshservice Service Desk.
Enable NetCrunch to post in Freshservice
To enable NetCrunch to post important alerts directly as tickets to your Service Desk, you need to first set up an Integration Profile for Freshservice. 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 might want to consider creating a new user to send tickets from NetCrunch to clearly identify the sender. Your HelpDesk subdomain can easily be found in the HelpDesk URL (i.e. test for http://test.freshservice.com). The instructions on how to find your API Key can be found following the link: http://api.freshservice.com/#authentication.
Create an alert sending Tickets to Freshservice
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 Alerting Scripts Window click Add Alerting Script
- Click Add and select Action to Run Immediately
- Click Integrations tab and select Freshservice Ticket
A new window will appear, but there's not much of configuring here. Make sure that you are using correct profile. Test sending messages to Freshservice by clicking Test. A small window with the test procedure will appear, and if everything is configured properly, the test should finish with "Successfully executed" and a test message should now appear in the Freshservice where NetCrunch should send the tickets.
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
If you now trigger the alert (Disable the Node Monitoring), you will create a ticket. If this alert is closed (Node Monitoring Enabled) a public note will be added to the ticket and it will be closed. After such alerting script is attached to various alerts, NetCrunch will send messages to Freshservice each time when the given alert is generated.
This integration enables your IT-Department to react to issues and trace them back to the original problem, making it possible to figure out the reasons for reoccurring problems in your companies IT and ensuring finding quick and permanent solution.
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