Site24x7 is a cloud-based all-in-one monitoring tool that helps DevOps and IT teams monitor the uptime and performance of all aspects of IT infrastructures including websites, virtual and on-premises servers, network devices, and applications.
The tool also provides AI-powered insights and in-depth performance reports with instant alerting systems to ensure users are always updated on the performance of their IT resources.
Site 24X7 integrates with ServiceDesk Plus Cloud to enable administrators manage DevOps and ITOM operations from help desk software.
Quick Links
Log into Site24x7 and navigate to Admin > General Settings > Third-Party Integrations. Locate the ServiceDesk Plus Cloud card and click Integrate Now.
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Fields |
Description |
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Request Subject |
Customize the subject line of the incident with Site24x7 parameters using $ tags. To know more, click here. |
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ServiceDesk Plus Cloud Portals |
Select the ServiceDesk Plus Cloud instance where the requests and Site 24X7 inventory must be synced. |
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Template Name |
Provide the template name from ServiceDesk Plus Cloud to be used while logging requests from Site24X7. If no template name is specified, the default template will be used. |
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Request Creation Mode |
Choose one of the following options.
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Select Integration Level |
Choose one of the following options.
Use the drop-down menu to select the specific monitors or tags when Monitors or Tags are chosen as the integration level.
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Trigger alerts for monitor status change |
Choose monitor statuses for which the incident request must be logged. |
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Manually close incidents when my monitor changes to Up status |
Use the Yes/No toggle to enable or disable manual closure of tickets. |
Advanced Configuration:
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Fields |
Description |
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Enable CMDB Integration |
Integrate the inventory details from Site 24X7 to track your devices from ServiceDesk Plus Cloud CMDB module. The inventory will be imported as CIs to the CMDB module and updated periodically. |
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Select Integration Level |
Choose one of the following options.
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Choose the monitor types to be imported into ServiceDesk Plus Cloud CMDB. |
Click Save and Test or Save.
Integration of Site24x7 allows you to log incident requests in ServiceDesk automatically Plus Cloud for the alerts created in Site24x7. This integration supports the synchronization of ServiceDesk Plus Cloud requests with Site24x7 alerts. For example, the ticket will be automatically closed when the Down/Trouble monitor turns up.
After integration, you can view the tickets raised in Site24x7 under the request list view in ServiceDesk Plus Cloud. You can assign technicians manually or automatically depending on the configurations.
The requests status will change based on the Site24x7 Alert status as discussed below.
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Site24x7 Alert Status |
Service Desk Plus Cloud Status |
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Down |
Alert triggers request creation in ServiceDesk Plus Cloud. This is controlled by the request creation mode settings. |
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Trouble |
Alert triggers request creation in ServiceDesk Plus Cloud. This is controlled by the request creation mode settings. |
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Trouble monitor turns Down |
Trouble alert triggers request creation in ServiceDesk Plus Cloud. If the same monitor turns down; no new request will be created separately for the down status instead a comment will be added on the same request. |
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Down/Trouble monitor turns UP |
Request is automatically closed in ServiceDesk Plus Cloud. The downtime details are added as a description to the request. |
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Down/Trouble monitor is suspended |
Request remains open in ServiceDesk Plus Cloud, until the suspended state of the monitor is revoked. |
After enabling CMDB integration, Site 24X7 will import the inventory details to ServiceDesk Plus Cloud CMDB module. By syncing your inventory as CIs in CMDB, you can track all CIs in your IT infrastructure and predict the impact of CIs on your business, in the event of major incidents.
To access the inventory details from ServiceDesk Plus Cloud, go to CMDB tab and select Cloud CI Type on the left panel. The imported devices will be indicated with 
icon.
Site24x7 sync its monitors as CIs and dependencies as relationships in ServiceDesk Plus Cloud CMDB. This provides a comprehensive view of the entire IT infrastructure, including hardware, software, configurations, and dependencies.
The relationship sync between Site24X7 - ServiceDesk Plus Cloud CMDB helps technicians understand how various components relate to each other and their impact on services.
Service maps provide a visual representation of the complex application architecture in an organization. This gives complete visibility into the multiple services in your application, making it easier for the IT admin/technician to identify, troubleshoot, and resolve issues.
After a service map is generated, the the dependency details between components are synced to ServiceDesk Plus Cloud CMDB as relationships.
A real-time example: Consider a scenario where there is a sudden spike in the overall application response time. It will be time-consuming to troubleshoot which component in the application caused the spike. From the CMDB's clear topology of the application architecture, you can analyze the application's dependencies and identify issues. Furthermore, you can jump to Site24x7, drill down into the operational status of every component, and resolve any problematic elements.
Supported APM Insight Agents: Java, .NET, PHP, Node.js, Python, Ruby.
Service Map in Site24X7
Service Map in ServiceDesk Plus Cloud CMDB
Layer 2, defined as the data link layer, discovers port-to-port connections and linking properties. In Site 24X7, you can visualize network devices and their connections in a single window, irrespective of their locations. This includes a detailed map of all the interfaces, nodes, interconnected layers, and port-to-port connectivity. With Layer2 maps, you can quickly identify devices that require attention before an issue becomes critical.
To start discovering your layer2 devices,
After a layer2 map is generated, the relationships (i.e. the connection and dependency details) between devices are synced to ServiceDesk Plus Cloud CMDB. This allows IT admins to visualize the IT infrastructure along with the interrelation between the CIs.
The layer2 map data is added over the relevant CIs under their relationship map.
Layer2 Map in Site24X7
Layer2 Map in ServiceDesk Plus Cloud CMDB
You can manually create a logical schematic of resources/monitors in your organization as an infrastructure map in Site 24X7. Infrastructure maps renders a visualization of devices, hosts, and their interlinkages.
To create a map of your infrastructure topology,
After an infrastructure map is saved, the interlinks (i.e. the connection and dependency details) between resources/monitors are synced to ServiceDesk Plus Cloud CMDB. This allows IT admins to visualize the IT infrastructure along with the interrelation between the CIs and obtain an accurate status of the devices for faster troubleshooting.
The infrastructure data is added over the relevant CIs under their relationship map.
Infrastructure Map in Site24X7
Infrastructure Map in ServiceDesk Plus Cloud CMDB
In addition to devices, hierarchical relationships between the following devices are also imported to ServiceDesk Plus Cloud: