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Connecting Opsview with Your Service Desk

Out of the box Opsview includes many options for notifications. From time schedules to different notification methods, Opsview has at least 11 different notification methods to make sure your monitoring is secure, but not overbearing. You can find more information on how to set up the right notifications for the right people in Avoiding SysAdmin Paranoia with the Right IT Monitoring Alerts. In this guide we are focusing on the service desk notification methods.

Why connect Opsview to your service desk?

Email has its place as a method of communication but it is not always well suited to group notifications. Service desk tools are a well-established method for collaborative working, they simplify the process of scheduling as well as handover within teams. So why not feed your IT monitoring alert straight into your favorite service desk?

What service desk tools does Opsview support?

Opsview has integrations for many of the most popular service desk tools, including:

•    JIRA
•    OTRS
•    Service Cloud
•    Service Now
•    Request Tracker

We are always adding more to the list, so if the one you use is not yet on the list just let us know which tool you’d like to see up there.  Opsview is very extensible, and integrations can be easily tailored.

What do the integrations do?

The service desk integrations do more than just push notifications into the service desk, they collect the ticket ID and feed it back into Opsview as an acknowledgment. This ensures that you can trace the tickets and because they are now being handled within the service desk the acknowledgment stops any more alerts.

Example setup

All of the Opsview service desk integrations work in a similar way and have a similar setup. We will run through the setup of the Opsview JIRA integration as an example, full documentation for all of the service desk integrations included in Opsview can be found here.

Example configurations are included in the directory:

/etc/opt/opsview/notifications/config.d

By default they are appended with .example which mean they will not be picked up by the Opsview notification system. So to start setting up JIRA, in the configuration directory, I copied the default JIRA configuration file:

cp jira.yml.example jira.yml

Then I simply modify the default setting to match my JIRA configuration. The example below is my configuration file set up for Opsview’s JIRA system:

jira:
  connection:
    url: https://opsview.com/jira
    user: OpsviewOfficeSystems
    password: Password
    disable_ssl_verify_hostname: 0
  issue_defaults:
    project: OFFICESYSTEMS
    type: Task

The project and type must match valid options set up in JIRA.

And that it is it, it is all set up, all you will need to do is restart the notification daemon to make it pick up the changes:

/etc/init.d/opsview-notifyd restart

Now you can start setting up notification profiles that use the JIRA notification method.

 

[[{"attributes":{},"fields":{}}]]

 

There are extra options available in the setting file such as setting the assignee or components. You can even generate custom fields, for full details see the documentation here

Conclusion

Feeding notifications directly into your favorite service desk tool is a great way to manage notifications generated by your IT monitoring. Opsview’s built in integrations make it easy to get these methods set up quickly and easily.

Alongside Service desk tools, Opsview also supports a wide range of other notification methods from SMS, to collaborative tools like Twilio, Slack and Hipchat to Mobile Push notification even to specialist scheduling systems like Pagerduty and VictorOps. You should find a notification method to suit every need.

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by Opsview Team,
Administrator
Opsview is passionately focused on monitoring that enables DevOps teams to deliver smarter business services, faster.

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