Track-It! Integration

Track-It! is a centralized help desk and customer ticketing management system that enables you to control and seamlessly manage the flow of sales and support emails your customers and prospects are sending your business.

What does Opsgenie offer Track-It! users?

Track-IT sends notifications of new alerts. With Sentry's Integration, Opsgenie acts as a dispatcher for these alerts and determines the right people to notify based on on-call schedules– notifies via email, text messages (SMS), phone calls, and iPhone & Android push notifications, and escalates alerts until the alert is acknowledged or closed.

Functionality of the integration

  • When an alert is created in Opsgenie, a workflow is created in Track-It!.
  • When users acknowledge, unacknowledge etc. an alert in Opsgenie, this action is added as a note to the related workflow in Track-It!.
  • When users add a note to alerts in Opsgenie, add note info is sent to Track-It!.
  • When the alert is closed in Opsgenie, the related workflow is closed in Track-It!.

OEC subscribes to alert actions in Opsgenie and reflects these actions on the Track-It! flow so that notifications are sent for Opsgenie alerts.

Add Track-It integration in Opsgenie

  1. Please create an Opsgenie account if you haven't done so already.
  2. Go to Opsgenie Track-It! Integration page to add Track-It integration in Opsgenie.
  3. Copy the API key. This key is used by OEC to authenticate with Opsgenie.
  4. Click Save Integration.

Configure Opsgenie to Track-It! Integration

Use Opsgenie's OEC and the Track-It script to send alert actions to Track-It! flow. This enables deployment of your own scripts/ability to modify the ones provided and execute customized actions on Zenoss.

To use the Track-It integration package, follow the steps in the sections below through the end.

The package that you downloaded also includes OEC utility and the script that is need to be run by OEC.

To be able to execute actions in Track-It , OEC gets the configuration parameters from the configuration file. The configuration file can be found under /home/opsgenie/oec/conf/config.json

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For create action you need to use createTrackitWorkflow.py and for other actions use actionExecutor.py scripts

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In order to use this feature "Send Alert Actions To Track-It!" checkbox should be enabled in Opsgenie Track-It! Integration.

Configuration Parameters

Location

apiKey

Track-It! integration API Key. Copy the API Key from the Track-It! Integration page and paste it to apiKey field in conf file.

/home/opsgenie/oec/conf/config.json

url

Service name for the Track-It! server you are using. This url will be used to create a connection with your Track-It! Web server.

/home/opsgenie/oec/conf/config.json

login

Username that you are using during login to your Track-It! Web server.

/home/opsgenie/oec/conf/config.json

password

Password that you are using during login to your Track-It! Web server.

/home/opsgenie/oec/conf/config.json

Updated 4 months ago


Track-It! Integration


Track-It! is a centralized help desk and customer ticketing management system that enables you to control and seamlessly manage the flow of sales and support emails your customers and prospects are sending your business.

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