Alert Management is currently in BETA 


With multiple alerts coming in time after time for every service disruption, your organization’s recovery teams work in full swing to sort out all critical alerts in the stipulated time to ensure business continuity. In this process, agents are tasked with alert fatigue and redundant alerts that lead to critical alerts slipping through the cracks.


In Freshservice, you can seamlessly integrate with multiple monitoring tools and triage all your alert information in one place. The incoming alerts are then intelligently grouped to help you cut through the noise and quickly get to the bottom of the issue. You can also set up alert rules to automatically create actionable-incidents and notify your team to begin immediate resolution.


What are Alert Profiles?


Alert Profiles in Freshservice lets you consolidate your alerts for a particular business or technical service from various monitoring tools.


For example, You can create an Alert Profile to monitor the network performance by integrating with tools (such as SolarWinds NPM, Zabbix, PRTG, etc ) that are used for monitoring your network performance in the same profile.


How to set up Alert Profiles?


  • In your Freshservice account, navigate to Admin -> IT Operations Management -> Alert Profiles

  • Click on “New Alert Profile”, enter the name and description and click Create

  • In the Integrations tab, click on “Add Integrations” and select the monitoring tool you wish to track your alerts from

  • You can also create an integration with any tool besides the default set of tools by selecting the “Custom Integration” option


Note: Freshservice allows you to integrate with any tool using the tool’s webhook channel.



Step 1: Configure Incoming Alerts


  • Add the Name and Description of your integration. For default integrations, we display a sample content of the alert sent from the monitoring tool. You can choose to edit it if you have configured a custom content in your alert notifications. 

  • Once you're done click on Save & Next




Step 2: Map Alert fields


You can configure the alert information that you want to see in Freshservice to be able to effectively resolve any issue. Alert notifications generated repeatedly for the same issue are grouped based on Resource and Metric values and created as a single alert record in Freshservice.

  • Hover over the alert fields and click on the "+" icon to map the alert fields in your monitoring tool to the corresponding Freshservice fields



Freshservice Alert Fields

Description

Resource

Denotes the name of the monitored entity. It could be the hostname, application name or service name based on the type of the resource. Ex : BLR_PEPLINK, IBM_asset, RDS, ELB,etc

This field is mandatory.

Metric Name

The performance aspect of the resource that is monitored. Ex: CPU Utilisation, Throughput, etc

This field is mandatory

Metric Value

Value of the monitored metric. Ex: 50% CPU Utilised

Node

Denotes the MAC address or IP address of the machine 

Message

Message denotes the context of the alert. 

Description

Description of the issue

Severity

Severity denotes the impact of the alert and the urgency with which it has been acted upon

Tags

Tags help you classify the incoming alerts using keywords

Additional Information

Select up to 5 fields to additional information about your alert

Occurrence Time

Time of creation of an alert


  • Click on Save & Next to proceed to the next step



Step 3: Map Alert Severity


Severities help you understand how quickly an issue has to be acted upon. You can filter alerts based on the alert severity mapping 


  • Map the severity of an alert from your monitoring tool to a corresponding severity in Freshservice and click Save and Next


Note: 

  1. On receiving a notification with "OK" severity, alerts created in Freshservice will be automatically resolved.
  2. If the severities do not match, alerts will be created with "Warning" severity.




Step 4: Authorise Integration


  • Copy the Endpoint URL and the Auth key to be configured in your monitoring tool and click on Enable


Once you've configured the integration, it’ll be listed in the integrations page 


  • Choose to enable/ disable the integration at any point

  • Click on +Add integration on the right to create new integrations for your monitoring tools