FreshService - Alerts Webhook Integration

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Summary

Freshservice is a cloud-based IT Help Desk and service management solution that enables organizations to simplify their IT operations. Its features include:

  • Incident Management
  • SLA Management
  • Knowledge Management
  • Service Catalog
  • Automation
  • Team collaboration

Freshservice Setup

You can send alerts from Catchpoint's monitoring tools to Freshservice using its API. To enable Alert Management in your Freshservice account:

  • Go to Admin > Helpdesk Productivity > Alert Management > Integrations
  • Capture the endpoint URL and authentication key for your account, displayed in the API Contract.

More information on the webhook payload can be found here - https://support.freshservice.com/support/solutions/articles/50000001190-alert-management-in-freshservice

Catchpoint Setup

  1. Log in to the Catchpoint Portal and go to Settings -> API https://portal.catchpoint.com/ui/Content/Administration/ApiDetail.aspx api1.png

  2. In the Alerts API section and enter the Endpoint URL and make the status as Active. This URL can be found in the Fresh service setup as explained before.

fresh_service.png

  1. The Alert format you need to choose is Template. Click Add New and you will be taken to the Edit Template window.
  2. Give the Template a name and set the Format to JSON.

Sample Custom JSON template:

{
"hostname":"${TestName}",
"resource":"${testUrl}",
"severity":"${switch('${notificationLevelId}','0','warning','1','critical','2','recovery','recovery')}",
"message":"Alert from Catchpoint",
"description": "TestID: ${TestId}, Test Link: ${testLink}, Product: ${ProductName}",
"additional_info":{
    "custom_attribute1": "Node Name - ${NodeDetails('${NodeName}')}",
    "custom_attribute2": "Node IP - ${NodeDetails('${NodeClientAddress}')}", "custom_attribute3":
    "Error - ${NodeDetails(${nodeErrorValue})}"}
}

You can also customize your template by making use of these macros: https://docs.catchpoint.com/docs/alert-webhook-macro-index

  1. Save your template and Save the API configuration.

  2. If you have any alerts configured on your tests you will now see Catchpoint Alerts in the Freshservice portal.

Alert in Freshservice UI:

alert.png