This is for you if: You are a Pro or Enterprise customer

You have rights of: Admin


Step 1

Where: Admin > IT Operations Management 

What: Select Alert Management




Step 2

Where: Alert Management page

What: Select Enable Alert Management




Step 3

Where: Alert Profile page

What: Select Create Alert Profile




Step 4

Where: Alert Profile page

What: Name the Alert Profile, provide a description (optional), and select ‘Create’




Step 5

Where: Individual Alert Profile page

What: Select ‘Add Integration’





Step 6

Where: Integrations page

What: Select the monitoring tool you want to integrate with. If it is not listed, select Custom Integration.




Step 7

Where: New Integration page

What: Configure incoming alerts from the monitoring tool by specifying the information you need. Select Save when done.




Step 8

Where: New integration page

What: Different tools use different terms to refer to the same entity. Establish a common vocabulary for all the notifications by mapping payload fields in the monitoring tool to those in Freshservice. Select Save when done.




Step 9

Where: New integration page

What: Each monitoring tool follows its own unique system for rating Alert Severity. Simplify comprehension by establishing a common standard. Map the Alert Severity values in the monitoring tool to the ones used in Freshservice. Select Save & Next when done.

Note: 

  • Alerts are automatically resolved on receiving ‘ok’ severity

  • In the absence of mapping, Freshservice will default to ‘warning’ severity for all alerts

  • Check the Alert Management Glossary to understand the fields   




Step 10

Where: New integration page

What: Authorize the integration from within the monitoring tool. Copy the given code and configure it in the monitoring tool. Access guides to integrate with popular monitoring tools. 

Remember to select Save & Finish to complete the integration from the Freshservice end.


Note 1: You may add as many integrations as you like to a single Alert Profile. To add an integration to an existing Alert Profile, select that Alert Profile from the Alert Profile list page.




Next, select Add Integration to add another monitoring tool to this Alert Profile, as described in the steps above.



Note 2: After an alert has been resolved, Freshservice keeps an eye out for related issues by tracking incoming notifications for a default time period of 30 minutes. If a notification related to the resolved alert is received within that time period, that particular alert is reopened. To change the default time period, visit the ‘Settings’ tab on this page.




Step 11

Where: Admin page

What: Scroll down to the ‘IT Operations Management’ section. Here you’ll notice two icons – Alert Profiles (which you just created) and Alert Rules. Select Alert Rules.




Step 12

Where: Alert Rules page

What: This is where all Alert Rules are listed. Select ‘New Alert Rule’ to define a new set of conditions for automatic alert to Incident conversion.


Tip: Take a look at the default Alert Rule which is used in case you do not define any new Alert Rules. 




Step 13

Where: New Alert Rule page

What: Name the new Alert Rule and describe its purpose (optional). Next, specify the conditions that an alert must satisfy for it to be automatically converted into an incident. Select ‘Save’ at the top right corner when done. You’ll find yourself back on the Alert Rules list page which will now display the new Alert Rule you’ve created.


Note: You may create as many Alert Rules as you need. Alert Rules are applied to incoming Alerts in the order in which they are listed. 


 



Step 14

Where: Alert Rules List page

What: Select the Alerts icon on the left navigation bar to reach the Alerts List page. This is where all the notifications, piped in from various monitoring tools, are displayed after noise reduction.





Voila! You've set up Alert Management in Freshservice!