AlertOps and Halo ITSM/PSA

AlertOps’ alert management system can be integrated with HaloITSM to receive and respond to all (predefined status mappings) alerts through email, SMS, push notification or phone alerts. AlertOps would ensure that the alert/job status would reach the appropriate team by using proper workflows, escalation policies and schedules. Based on your ruleset, incidents can be automatically opened and closed, depending on what kind of ticket update Halo ITSM reports.

The above scenario and scope for integration is due to the fact that AlertOps has a very flexible and simple API/Webhook configuration feature that can be leveraged with Halo ITSM' alert and notification capabilities.

Note: This same integration guide can be used to configure an inbound integration for HaloPSA. You can create an integration for HaloITSM, edit the integration, and change instances of the word 'HaloITSM' to 'HaloPSA'. The rest of the steps are exactly the same as it is in this guide

AlertOps - Inbound Integration

We can define rulesets in AlertOps so that HaloITSM can send out alerts to the AlertOps platform. AlertOps would ensure based on these notifications received, that it would always reach out and assign to the correct person/team by utilizing its escalation policies, schedules, and workflow features.

AlertOps provides Inbound Integrations to integrate with numerous monitoring, chat and ITSM tools. You can configure an inbound integration for HaloITSM.

At a high level this is how the flow looks like, you define an API integration in the AlertOps platform by defining settings like Integration Name, Escalation rules, recipient users/groups. Once an integration is defined, a unique API URL is generated. This acts as webhook or the gateway through which notifications from HaloITSM reach AlertOps and thus an incident/alert is created correspondingly. The API can be defined with various settings like URL mappings, filters, escalations etc. as required. HaloITSM has to be defined with a webhook integration.

Configure Inbound Integration in AlertOps

1. Navigate to Configuration àIntegrations àAdd API Integration à API Integration Detail page.
2. Select HaloITSM 
3. Once you selected the integration, you can then specify basic settings like the integration name, escalation policy, names of the recipients/groups for which the alerts must be assigned to.
4. Once you click save, the API Integration will be created, and you will be given a unique URL which acts as the access point and needs to be configured at the source (in this case HaloITSM), to send alerts. You can find the integration you just created, and you can give advanced settings and define various configurations for the alerts to be received and processed. For example, you can define when to open and close alerts based on the payload obtained from the API call, filters etc.
5. Make a note of the API URL, which will be used in HaloITSM, so it calls a HTTP POST request to this URL with the body in JSON format containing the alert specific information. AlertOps automatically creates an alert when the status variable (ticket^status^name) contains 'New'. The incident will also be closed automatically when the status 'Closed' is received from HaloITSM 
6. You can similarly define URL mappings as you want, owing to the flexibility provided by AlertOps’ OpenAPI/Plug-and-Play integrations. You can provide other filters and match with regex expressions as well. You can also test the generated URL with the sample data provided.

Configure Integration in HaloITSM 

1. In your HaloITSM portal (cloud), in the left Navigation Pane, select 'Configuration', which is a gear icon.
2. You can search for 'Webhooks' or alternatively, you can select 'Integrations' under 'Advanced', and select Webhooks.
3. Select 'New' in top right corner in the Webhooks section
4. Give the Webhook a name, and then under Payload URL, paste the AlertOps Inbound Integration API URL, Method is Post, Content-type is application/json.
5. Make sure the integration is enabled
6. Under Events make sure you have events for New Tickets Logged, and Ticket Status Changed/Updated scenarios (statuses are added as conditions inside the event). You can define events however you want. Just make sure that they are mapped in AlertOps accordingly.
7. Save.

Thats it! You have configured a Webhook integration channel. Any alert will be sent to AlertOps for incident management.

Message logs, alert specific information can be viewed in the “Inbound Log” section in AlertOps Dashboard. Alerts can be viewed in the ‘Alerts’ tab as well.

Alert Triggering Information

AlertOps will automatically create an incident when a new alert is received from HaloITSM when the ticket^status^name contains "New".

If an alert with status "New" matches an existing Open Alert, AlertOps will recognize the new alert as a duplicate and ignore the alert.

The alert will be recorded in the Inbound Messages table as “Mapped Appended.”

AlertOps will automatically close the same incident when an alert with ticket^status^name contains "Closed".

References

AlertOps Integration Guides

General Restful API Guide

HaloITSM Guides

HaloITSM API Reference