How to send tickets to JitBit

JitBit Helpdesk has become quite popular recently. Due to its popularity, we decide to add the integration with JitBit into NetCrunch. This article explains how to configure NetCrunch to send tickets to JitBit.

Enable NetCrunch to post to JitBit

To enable NetCrunch to post important alerts directly to a JitBit Helpdesk, you need to first set up an Integration Profile for JitBit. 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 company name that is part of your Helpdesks URL. Also, a username and password are required, so you might want to consider creating a new user for your NetCrunch to identify the source of the tickets.

Integration Profile

Create an alert sending the ticket to JitBit

Note: If you consider creating a WebHook from JitBit to NetCrunch, please create a new Ticket Category for your tickets which is exclusively used for NetCrunch alerts. Got to JitBit, click Administration Ticket categories, and add a new category there. This greatly simplifies the configuration of WebHooks later.

To let NetCrunch send a ticket, first, you need to create an alerting script (or edit the existing one). The steps below explain how to create a new alerting script.

  1. Click MonitoringAlerting Escalation Script
  2. In the Alerting Scripts Window click Add Alerting Script
  3. Click Add and select Action to Run immediately
  4. Click Integrations tab and select JitBit Ticket
Create alerting Script

A new window will appear, and NetCrunch will take a moment to load your Ticket Categories. If you want to use a custom category, it should have been created beforehand. Now select the ticket category you want the NetCrunch tickets to have. Test sending tickets to JitBit by clicking the Test button. 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 Ticket should now appear in your JitBit Helpdesk.

Test the integration

However, this simple procedure is not sufficient to execute the "Close Ticket" operation. To test the "Close Ticket" operation you need to create an alerting script with "Create Ticket" operation as an Action to Run Immediately and the "Close Ticket" operation as an Action to Run on Alert Close. Here you have to enter the ID of the status that the ticket shall receive: 1 is the ID for the status"New", while 3 equals 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), you will create a ticket. If this alert is closed (Node Monitoring Enabled) the ticket will be commented upon and closed. After such an alerting script is attached to various alerts, NetCrunch will send messages to JitBit each time when the given alert is generated.

Result

WebHooks (Two-way-integration)

JitBit Helpdesk is one of our Two-way-integrations, which means you can configure a WebHook that sends information back to NetCrunch when the ticket is closed in JitBit so that the alert in NetCrunch will be closed as well. This does not resolve the problem which caused the alert but it will close the alert generated by NetCrunch (i.e. Node may still be down even though the alert is closed).

To be able to receive WebHooks from JitBit, you need to configure the NetCrunch API Key access. To do so, go to the JitBit Integration Profile and click "Open API Key Manager". Copy the WebHook URL and replace the [Web_Access_address] with your Web access address (i.e. https://123.456.789.0/ncinf/rest...).

API Key Manager

Go to JitBit, select Administration Automation Rules Create and create a Custom Rule. Name it and build a statement that has the following configuration: 1. When: "Ticket is closed" 2. And all of the following conditions are met: "Category is NetCrunch Alert Name" 3. Do: "Send an HTTP request via POST" and add the URL with your replaced Web_Access_Address in the field for the URL. Then enter the following line to Post Data: 

{"ticketId":#ticketId#,"from":"#from#","status":"closed"}
WebHook configuration

Save the new Rule. Now when NetCrunch creates a ticket and the ticket is closed by a JitBit agent, the alert in NetCrunch will also become closed (the problem may exist, just the alert for this problem is closed).

alert closed

integrationjitbit

NetCrunch Network Monitoring

Network Maps, Dashboards, and Alerts.
Monitor anything. Network, cloud, config.

DownloadPricing