DESCRIPTION:

At my previous job I used the free edition of a ticketing system by FreshService.com. I liked it and integrated it with LogicMonitor to create tickets on certain alerts and change the ticket status to pending when I ack the alert and finally ‘close’ the ticket when the alert ‘clears’.

INSTRUCTIONS:

Below is how you configure the ‘webhooks’ in LogicMonitor. Copy and paste in the fields.
You need to add this to an escalation chain to send alerts/info to the ticketing system.

█████ ‘Active’ alerts aka new ██████████

Method: POST

URL: wowie.freshservice.com/helpdesk/tickets.json

RAW JSON:
{ “helpdesk_ticket”: { “subject”:”##ALERTID##”, “description”:”##MESSAGE##”, “email”:”al@wowie.us”, “priority”:1 }}

 

█████ acked ███████████████

Method: PUT

URL: wowie.freshservice.com/helpdesk/tickets/##EXTERNALTICKETID##.json

Raw JSON:
{ “helpdesk_ticket”: { “status”: 3, “custom_field”:{“note1_138794″:”ack note ##MESSAGE##” }}}

█████ cleared █████████████████

Method: PUT

URL: wowie.freshservice.com/helpdesk/tickets/##EXTERNALTICKETID##.json

Raw JSON:
{ “helpdesk_ticket”: { “status”: 4, “custom_field”:{“note2_138794″:”close note ##MESSAGE##” }}}

==================================================

x   Include an ID provided in HTTP response when updating alert status
Format: JSON

JSON Path:  item.helpdesk_ticket.display_id

 

Notes:

  1. The URL begins with https//.  Also replace ‘wowie.freshservice.com’ with your domain that you created on FreshService.
  2. The email al@wowie.us should be one of your valid email addresses that FreshService allows to submit tickets
  3. Status=3 means ‘pending’. Status=4 means ‘resolved’, and status=5 means ‘closed’
  4. The note1 and note2 are custom text fields I added in FreshService > Admin > Field templates. The 138794 is my account – replace it with your own that you get back from a ‘get’ command. I needed to do this because the API would not allow to add a ‘note’ and change the status in one step. Also, the API would not allow me to change the ‘subject’ or ‘description’ when updating with the ‘put’ method. Hopefully they’ll add a ‘patch’ method to their API soon.
  5. I learned how to do this with help docs on FreshService website http://api.freshservice.com/#introduction