Setting up Service Health Monitoring
Modified on: Mon, 5 Jun, 2023 at 7:29 PM
TABLE OF CONTENTS
Service Health Monitoring can be set up in two ways:
- Option 1 – Manually create a service and map monitoring tools to it: Choose this option if you are going to integrate a new monitoring tool with Freshservice
- Option 2 – Associate a monitoring tool to one or more services: Choose this option if you have already integrated one or more monitoring tools with Freshservice
Note: To use Service Health Monitoring, it is essential to enable, set-up, and use the Freshservice Alert Management System.
Click on the Alert icon on the left nav to access Service Health monitoring.
You are now on the service list page that showcases sample data. Click on New Service.
Enter relevant information about the new service in the form that pops up from the right side of the screen.
Give the service a name such as Payments, Checkout, etc.
Provide a description if required
Specify the service type i.e. Business or Technical
Choose the impact of the service if it were to go down
Select the agent group to be notified whenever the service goes down
Select the individual point of contact for this service
Attach relevant files if needed
You are now on the service details page. On this page you will be able to view the information you entered about the service.
Plus, you will see the following functionalities:
Relationships: Use it to map all assets powering a service
Associations: Use it to check the top five alerts and incidents associated with the service. Click on View All to view all the associated alerts and incidents.
Alert configurations: Use it to access the monitoring tools generating the alerts that define the state of the service
Activities: Use it for a timeline view of the progression of events related to the service
On-call details: Use it to check the on-call agent group associated with the service
To start monitoring the state of a service, you need to associate it with the monitoring tools generating the alerts that convey the state of the assets related to that service. Until you map one or more monitoring tools to a service, the tool will prompt you to do so.
Once you associate the monitoring tools with the service, you’ll see the top 5 alerts and incidents on the service overview tab.
Note: If you are mapping the service to a new monitoring tool, follow the setup instructions in this article.
Start typing out the name of the service in the text box
The fields 'Managed by Group' and 'Managed By' will be self populated with details entered while creating that service
Start typing out the name of the new service you want to create, in the text box
Select +create to create the new service
Select the second radio button i.e. 'Integration monitors multiple services or network infrastructure'
Choose a payload attribute that will help you identify the service. Use the + button to select the alert field to track
- AWS-US-LOAD-BALANCER- 1986
- AWS-US-LOAD- BALANCER- 2013
- AWS-US-LOAD- BALANCER- 2255
You will then need to approve the exact alert you want to create a service or associate with an existing service via Potential Services.
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