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Event Management

We understand IT teams are responsible for keeping applications and services up and running for their business users and this involves continuous monitoring of IT infrastructure. Different teams use different monitoring tools (there's a plethora of them!) to monitor their organization's infrastructure. Typically, IT teams will set up configuration rules in these tools to send out alerts when a threshold is breached (ex. CPU utilization of a server crosses 80%). These alerts are actionable and we want to enable IT teams to channels these alerts to Freshservice, wherein the team can triage, respond and resolve any issue triggering these alerts.

The benefits that IT teams can expect out of this: 

1. Reduce noise - Group similar alerts from the same server together under a single work item(incident). 

2. Full context of the issue from a single view - Freshservice will automatically associate the asset to the incident so that the agent can get the whole context from one view. 

3. Automatic Routing and prioritization - Set up rules based on which the tickets created through these alerts will be prioritized correctly and routed to the right agent groups. 

4. Auto closure of tickets - The ticket will be automatically resolved based on the status of the latest alert for that ticket. ex. If an alert was triggered due to a sudden spike, a new ticket is created and then the utilization might go back to normal, in this case this ticket will be auto-closed by Freshservice. 



Below: a ticket created through an alert. You can also see the recent alerts grouped together under the same ticket.


PS: this is  version 1 and we will continue to build on top of this. 


If you are interested to know more, please feel free to comment below and I will reach out to you. 


Cheers

Joe



33 people like this idea

We would like to participate in the beta as well. Thanks!

Hi Joe,


Would like to participate in beta as well.

Hi, when will this feature be implemented? we're interested in it too. Thanks

This would be great!

Is there an ETA on this?
We are actually now working on integrating our monitoring system with FS and we see some complications. 
We are interested to know how this will work and if this will also allow for some additional connections or setups, or if this is purely grouping tickets. 
Since we also want 2 way communication to notify the monitoring system when something is resolved. 


1 person likes this

Is there intention to integrate this with FreshPing and FreshStatus? Both those products look pretty promising too and we are using FreshPing for high level monitoring success. We would be very interested in trying/testing what you have out there already. Does the solution support Linux hardware as well?

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