AlertOps Integration

This is a reference for the AlertOps UI integration.

This integration enables bidirectional communication with an external AlertOps instance:

  • Creates new AlertOps alerts from Situations

  • Passes Situation updates to AlertsOps:

    • Situation collaboration thread entries added as replies to the AlertOps alert

    • Teams added to a Situation can be used to assign new Recipient Groups in AlertOps

    • Situation moderator can be used to assign the AlertOps alert to a corresponding AlertOps user

    • Updates can be forwarded to AlertOps on Situation changes

    • Resolving the Situation closes the corresponding AlertOps alert

  • Handles notifications back from AlertOps

    • Receives a callback with the AlertOps alert id when a new alert is created

    • Closes the Situation when the AlertOps alert closes

    • Adds a Situation collaboration thread entry when a reply is added to an AlertOps alert

    • Acknowledges the Situation and adds a collaboration thread entry when the AlertOps alert is assigned to a user

Before you begin

Before you start to set up your integration, ensure you have met the following requirements:

  • An AlertOps integration APIKey

  • The AlertOps notify and api base URLs, if different from the defaults

  • The Source and Source Name to use with the integration

  • A new graze API user to use with the integration to enable acknowledgment of Situations when the alert is assigned in AlertOps

  • Details of AlertOps users and Recipient groups you wish to map from Moogsoft Enterprise users and teams

The Source and Source Name should match values used in the AlertOps Inbound integration. The notify and api base URLs and the APIKey can be obtained from the AlertOps instance.

Configure the AlertOps Integration in Moogsoft Enterprise

Note

Refer to https://help.alertops.com/en/ for additional configuration information.

To configure the AlertOps integration in Moogsoft Enterprise:

  1. Navigate to the Integrations tab.

  2. In the Ticketing section, click AlertOps.

  3. Provide a unique integration name. You can use the default name or customize the name according to your needs.

  4. Provide a unique Instance Name. This name is used at the Source Name in AlertOps. You can add additional instances using the Add Instance button.

  5. Add the AlertOps APIKey and update the Integration User Name and Source as required.

  6. Make sure that the Base Notify URL and Base API URL in the “AlertOps Endpoints” setting matches correct values for the AlertOps instance. The default values should work for most SaaS instances.

  7. Confirm to save the setting and enable the integration.

The integration deploys a number of Integration Workflow Engine workflow to enable bidirectional communication with AlertOps. These are disabled initially.

You must also configure the AlertOps instance to handle the interaction with Moogsoft Enterprise. Refer to the following section for detailed information.

See AlertOps Workflow for details of the workflow and usage of the integration.

Configure AlertOps

To enable the integration, you must also configure AlertOpt to handle the incoming request from Moogsoft Enterprise and to trigger notifications back. These details are fully documented by AlertOps but are also captured here for reference.

1. Create new Custom Alert Fields

From Administration > Custom Alert Fields, click Add Alert Type to create a new Alert Type:

Alert Type: Moogsoft Alert

Group

Alert Fields

Data Type

Moogsoft

ai_aiops_instance

ShortString

Moogsoft

ai_description

LongString

Moogsoft

ai_last_event_time

Numeric

Moogsoft

ai_last_state_change

Numeric

Moogsoft

ai_severity

ShortString

Moogsoft

ai_sitn_id

Numeric

Moogsoft

ai_sitn_url

LongString

Moogsoft

ai_status

ShortString

Moogsoft

ai_total_alerts

Numeric

These are the basic fields required by the integration and can be extended but should be removed.

2. Create an Escalation Rule

If required, create a new Escalation Rule by navigating to Escalation Rules and then clicking Add Escalation Rule. If a suitable escalation rule exists, use it in the following steps.

The Escalation Rule must use the new Alert Type, created above. This is updated on the “Options” tab of the Escalation Rule.

3. Create a new Inbound Integration

Navigate to Integrations > Inbound Integrations, click Add API Integration and then click the Custom tile to open the dialog for a new custom integration. On the “Basic Settings” tab, add an Integration Name, select the Escalation Rule and check the Enabled checkbox.

URL Mapping

On the “Advanced Settings” tab, click URL Mapping and add the following:

Option

Value

Comments

Short Text

<description>

If additional fields are added to Situations, they can be used here.

Subject Text

<description>

If additional fields are added to Situations, they can be used here.

Source Name

aiops_instance

Populated with the AlterOps integration instance name.

Uncheck the the Static checkbox alongside the “Source Name” option.

Source

Moogsoft

Must match the “Source” entered into the Moogsoft Enterprise AlertOps Integration tile.

Long Text

<description>

If additional fields are added to Situations, they can be used here.

Method

POST

Source ID

sitn_id

Source URL

sitn_url

Source Status

status

Open Alert When

Contains Any [“Opened”]

Close Alert When

Contains Any [“Closed”, “Resolved”]

Update Alert When

Advanced Mapping

Next, click Advanced Mapping. Populate the Custom Alert Fields from the inbound integration by entering the following:

Option

Value

ai_sitn_id

sitn_id

ai_last_event_time

last_event_time

ai_severity

severity

ai_total_alerts

total_alerts

ai_last_state_change

last_state_change

ai_aiops_instance

aiops_instance

ai_description

description

ai_status

status

ai_sitn_url

sitn_url

A default Recipient Group can be set here but the Dynamic Recipient Group section can be used for more fine grained control of recipients.

Dynamic Recipient Groups

On the “Dynamic Recipient Groups” you can map incoming Moogsoft Enterprise team names to AlertOps Recipient Group.

These teams are those added to a Situation when the Situation is forwarded to AlertOps and are populated into a list in the “teams” field of the AlertOps inbound integration. You can add conditions to teams assigned to AlertOps Recipient groups based on the names of the Moogsoft Enterprise teams listed in the “teams” field.

4. Add methods to the Outbound Integrations

Navigate to Integrations > Outbound Integrations, click Add Outbound Integration to open the “Outbound Integration Detail” dialog, and then enter the following:

Option

Value

Comments

Password

The password for the Moogsoft Enterprise Graze user

UserName

alertops

A suitable Moogsoft Enterprise Graze user

Integration Name

Moogsoft sendToWorkflow

Web Security Type

Basic

Click Save and Continue to add methods to the outbound integration.

Methods

Add the following methods:

Table 1. alertCreated

Option

Value

Comments

URI

https://<server base url>//graze/v1/sendToWorkflow

Use the base URL for your Moogsoft Enterprise UI instances.

Name

alertCreated

Type

REST

Web Method

POST

Alert Type

Moogsoft Alert

Matches the Alert Type from step 1.

Request Type

JSON

Response Data Type

JSON



Request Data:

{
   "engine_name": "Situation Integration",
   "workflow_name": "Handle AlertOps Response",
   "sitn_id": "<<MessageThread.SourceIdentifier>>",
   "context": {
      "alertops_id": "<<MessageThread.MessageThreadID>>",
      "subject": "alertCreated",
      "passedInstance": "<<Attribute.ai_aiops_instance>>"
   }
}
Table 2. messageAdded

Option

Value

Comments

Name

messageAdded

Type

REST

Alert Type

Moogsoft

Should match the Alert Type from step 1.

URI

https://<server base url>//graze/v1/sendToWorkflow

Use the base URL for your Moogsoft Enterprise UI instances.

Request Type

JSON

Web Method

POST

Response Data Type

JSON



{
   "engine_name": "Situation Integration",
   "workflow_name": "Handle AlertOps Response",
   "sitn_id": "<<MessageThread.SourceIdentifier>>",
   "context": {
      "subject": "messageAdded",
      "message": "<<Message.MessageText>>",
      "passedInstance": "<<Attribute.ai_aiops_instance>>"
   }
}
Table 3. sendAssigned

Option

Value

Comments

Name

sendAssigned

Type

REST

Alert Type

Moogsoft Alert

Matches the Alert Type from step 1.

URI

https://<server base url>//graze/v1/sendToWorkflow

Use the base URL for your Moogsoft Enterprise UI instances.

Request Type

JSON

Web Method

POST

Response Data Type

JSON



Request Data:

{
   "engine_name": "Situation Integration",
   "workflow_name": "Handle AlertOps Response",
   "sitn_id": "<<MessageThread.SourceIdentifier>>",
   "context": {
      "subject": "alertAssigned",
      "user": "<<MessageThread.OwnerUserName>>",
      "passedInstance": "<<Attribute.ai_aiops_instance>>"
   }
}
Table 4. alertClosed

Option

Value

Comments

Alert Type

Moogsoft Alert

Matches the Alert Type from step 1.

Name

alertClosed

Request Type

JSON

Response Data Type

JSON

Type

REST

URI

http://<server base url>//graze/v1/sendToWorkflow

Use the base URL for your Moogsoft Enterprise UI instances.

Web Method

POST



Request Data:

{
   "engine_name": "Situation Integration",
   "workflow_name": "Handle AlertOps Response",
   "sitn_id": "<<MessageThread.SourceIdentifier>>",
   "context": {
      "alertops_id": "<<MessageThread.MessageThreadID>>",
      "subject": "alertClosed",
      "passedInstance": "<<Attribute.ai_aiops_instance>>"
   }
}

5. Add workflows

New workflows are required to trigger outbound communication back to Moogsoft Enterprise. These are added by navigating to “Workflows” and clicking Add Workflow.

Moogsoft Initial Response

The workflow triggering the initial callback to Moogsoft Enterprise when an alert is opened. This workflow used to update the originating Situation with the AlertOps Alert ID.

Options

Value

Comments

Name

Moogsoft Initial Response

Type

Message Thread

Alert Type

Moogsoft Alert

Matches the Alert Type from step 1.

Enabled

Checked

Scheduled

Unchecked

Table 5. Match All Conditions

Attribute

Name

Condition

Standard

MessageThreadStatusType

is Open



Table 6. Match Any Condition

Attribute

Name

Condition

NA

NA

NA



Table 7. Actions

Action

Value

Comment

Outbound Service Notfication

Moogsoft sendToWorkflow alertCreated

NA



Moogsoft Send Assigned

The workflow that notifies Moogsoft Enterprise when an AlertOps alert is assigned. This workflow adds a thread entry to the Situation and may acknowledge and assign to the Moogsoft Enterprise AlertOps integration user.

Options

Value

Comments

Name

Moogsoft Send Assigned

Type

MessageThread

Alert Type

Moogsoft Alert

Matches the Alert Type from step 1.

Enabled

Checked

Scheduled

Unchecked

Table 8. Match All Conditions

Attribute

Name

Condition

Standard

MessageThreadStatusType

is Assigned



Table 9. Match Any Condition

Attribute

Name

Condition

NA

NA

NA



Table 10. Actions

Action

Value

Comment

Outbound Service Notification

Moogsoft sendToWorkflow - sendAssigned

NA



Moogsoft Send Closed

The workflow that notifies Moogsoft Enterprise when an AlertOps alert is assigned. This workflow resolves the originating Situation.

Options

Value

Comments

Name

Moogsoft Send Closed

Type

MessageThread

Alert Type

Moogsoft Alert

Matches the Alert Type from step 1.

Enabled

Checked

Scheduled

Unchecked

Table 11. Match All Conditions

Options

Value

Comments

Standard

MessageThreadStatusType

is Closed



Table 12. Match Any Condition

Attribute

Name

Condition

NA

NA

NA



Table 13. Actions

Action

Value

Comment

Outbound Service Notification

Moogsoft sendToWorkflow - alertClosed

NA



Moogsoft Send Comment

The workflow that sends a notification to Moogsoft Enterprise when a reply to an AlertOps alert is made. This workflow adds a thread entry to the originating Situation in Moogsoft Enterprise.

Options

Value

Comments

Name

Moogsoft Send Comment

Type

Message

Alert Type

Moogsoft Alert

Matches the Alert Type from step 1.

Enabled

Checked

Scheduled

Checked

Recurrence Interval

0

Table 14. Match All Conditions

Name

Condition

Comment



Table 15. Match Any Condition

Attribute

Name

Condition

NA

NA

NA



Table 16. Actions

Action

Value

Comment

Outbound Service Notification

Moogsoft sendToWorkflow - messageAdded

NA



6. Add workflows to Escalation Rule

The final step to enable the integration in AlertOps is to assign the outbound workflow to the escalation rule use by the inbound integration.

Navigate to Escalation Rules and then select the rule in use by the inbound Integration configured in step 3. On the “Workflows” tab, click Add Workflow and move each of the following from the list of available workflow to the list of selected workflow:

  • Moogsoft Initial Response

  • Moogsoft Send Assigned

  • Moogsoft Send Closed

  • Moogsoft Send Comment

Click Update to commit the changes and then click Update again in the main Escalation Rule dialog.