Integrating ServiceDesk Plus with PRTG

Organizations that use both ServiceDesk Plus and PRTG can now integrate to automatically log incidents into ServiceDesk Plus for alerts raised on PRTG. The logged incidents will get closed when the alarm is reset.

Please note that currently these functionalities are supported only in the cloud version of ServiceDesk Plus. However, the on-premises version will also support them shortly.

Key Features

Log incidents automatically when an alert is triggered.
Close tickets when the alert is reset.

Below screenshots show an incident being created for an alert and closed when the alert is cleared.

Once the alarm gets reset in PRTG, the incident will be closed in SDP with a note saying "The alert has been cleared in PRTG, hence closing the request"

Configuring the Integration

Automatically log incidents for alerts

To automatically log an incident into ServiceDesk Plus every time an alarm is triggered in PRTG, you need to configure the following in PRTG once.

Create a notification template from Setup > Account Settings > Notification Templates and associate the notification template with the appropriate device > Notification Triggers section.

Below is a sample notification template where the Send Email action is selected. The Email Commands feature from ServiceDesk Plus is used to capture the alert details.

The Email Command feature has to be enabled in ServiceDesk Plus and the delimiter has to be used according to the email command configuration.

Under Format > Custom text section, copy the given text below and save the notification template.

@@SUBJECT=[%sitename] %device %name %status %down (%message)@@

@@UDF_CHAR153=%sensorid@@

@@REQUESTTEMPLATE=PRTG Incidents@@

Enter the template name in which the alert ticket has to be created. In the particular template please add an additional field say 'PRTG alert identification number' as this additional field will be used to store the alert sensor IDs. Use the additional field's key value under PRTG >Custom Text section. (Field Key can be identified under Setup > Customization > Additional Field)

Now associate this notification template with the appropriate root/device under the Notification Triggers section as shown below.

Close requests when alarm clears

To close an incident in ServiceDesk Plus when the corresponding alarm is closed in PRTG, configure the settings below in ServiceDesk Plus and PRTG.

ServiceDesk Plus Configuration

Configure two business rules which will process ticket closure when the alert clears.

In ServiceDesk Plus, go to Settings > Automations > Business Rules > New Business Rule.

Please configure the name, conditions, and other options as shown in the screenshot below.

Under Actions, select Custom Actions and choose Custom Function and copy the code mentioned below and save the page. This custom function closes the incident with a note.

/*Please provide the udf key of the alert identification number*/

alertIdentificationUdfKey = "udf_char153";

/*Please provide the description of the note content*/

noteDescription = "The alert has been cleared in PRTG, hence closing the request";

deviceId = requestObj.get("udf_fields").get(alertIdentificationUdfKey);

 

requests = zoho.sdp.invokeurl

[

 url :"/app/" + context.get("instance") + "/api/v3/requests"

 type :GET

 parameters:{"input_data":{"list_info":{"search_criteria":{{"field":"udf_fields." + alertIdentificationUdfKey,"condition":"contains","values":{deviceId},"logical_operator":"AND"},{"field":"status.in_progress","condition":"is","value":true,"logical_operator":"AND"}},"row_count":1,"sort_fields":{{"field":"display_id","order":"desc"}}}}}

];

info requests;

if(requests.get("requests") != null && requests.get("requests").size() > 0)

{

 requestId = requests.get("requests").get(0).get("id");

 closeRequest = zoho.sdp.invokeurl

 [

  url :"/app/" + context.get("instance") + "/api/v3/requests/" + requestId

  type :PUT

  parameters:{"input_data":{"request":{"status":{"name":"Closed"}}}}

 ];

 if(closeRequest.get("request") != null)

 {

  addNote = zoho.sdp.invokeurl

  [

   url :"/app/" + context.get("instance") + "/api/v3/requests/" + requestId + "/notes"

   type :POST

   parameters:{"input_data":{"request_note":{"description":noteDescription}}}

  ];

 }

}

return requestObj;

Now configure another business rule as shown below and save the page.

PRTG Configurations

In PRTG, create a notification template for closure of alarm tickets from Setup > Account Settings > Notification Templates and associate the notification template to the appropriate device > Notification Trigger section.

Below is a sample notification template where Send Email action is selected. The Email Commands feature from ServiceDesk Plus is used to capture the alert details.

Under Format > Custom text section, copy the text mentioned below and save the notification template.

@@SUBJECT=[%sitename] %device %name %status %down (%message)CLOSURE@@

@@UDF_CHAR153=%sensorid@@

@@REQUESTTEMPLATE=PRTG Incidents@@

Now associate this notification template with the appropriate root or device > Notification Trigger section as shown below:

Note: When the alert actually resets, the incident will be closed with a note saying ‘The alert has been cleared in PRTG, hence closing the request’. If the ticket is still in open status, please check if you have configured request closure rules/request life cycle.