HaloITSM

Overview

This document provides a detailed guide to integrating HaloITSM with Callgoose SQIBS for real-time Incident Management, Incident Auto Remediation, Event-Driven Automation, and other automation purposes. The integration enables automatic creation, updating, and resolution of incidents in Callgoose SQIBS based on alerts triggered in HaloITSM. The guide includes steps for setting up alerts in HaloITSM, configuring webhook notifications, creating API filters in Callgoose SQIBS, and troubleshooting.

Prerequisites

• HaloITSM Account: Access to HaloITSM for creating alerts and managing notifications.
• Callgoose SQIBS Account: With valid privileges to set up API filters and receive notifications.
• Webhook/API Endpoint: Available in Callgoose SQIBS to receive alerts from HaloITSM.

1. Obtain API Token and Endpoint Details

To integrate with Callgoose SQIBS, you first need to obtain an API token and find the API endpoint details.

• Generate an API Token:
• Follow the guide on How to Create API Token in Callgoose SQIBS.
• Find the API Endpoint:
• Refer to the Callgoose SQIBS API Endpoint Documentation to get the endpoint details where the JSON payloads from HaloITSM will be sent.

2. Debugging and Troubleshooting

You can enable debugging in the API tokens used with HaloITSM notifications for troubleshooting purposes.

• Enable Debugging:
• You can update the debug value when adding or updating an API token.
• When API tracking is enabled, logs are stored in the API log section for your review. The debugging option will automatically disable after 48 hours.
• When API tracking is turned off, no logs are saved in the API log.
• Using API Log for Troubleshooting:
• The API log provides detailed information on all API calls made to Callgoose SQIBS.
• You can check the JSON values in each API log entry for troubleshooting purposes.
• Use the information in the API log to create or refine API filters to ensure incidents are created correctly based on the API payloads received.
• Callgoose SQIBS creates incidents according to your API filter configuration, giving you full control over how alerts from different services trigger incidents and alerts for your support team or automation processes.

3. Configuring HaloITSM to Send JSON Payloads

Follow these steps to set up monitoring, alerts, and webhook integrations in HaloITSM, ensuring that the JSON payloads generated match the required format for Callgoose SQIBS.

3.1 Setting Up Webhook in HaloITSM

• Login to HaloITSM
• Use your credentials to access HaloITSM.
• Navigate to Webhooks Configuration
• Go to Configuration.
• Select Integrations.
• Click on Webhooks.
• Choose New to create a new webhook.
• Webhook Setup
• Webhook Name: Give your webhook a descriptive name.
• Payload URL: Paste the endpoint URL provided by Callgoose SQIBS here. (Note: The final API endpoint may vary based on authentication and URL parameters. Refer to this link for the final API Endpoint details: Here).
• Webhook Type: Choose Standard Webhook.
• Method: Select POST.
• Content-Type: Ensure this is set to application/json.
• Authentication: Configure this field as required based on the URL format used.
• Notes and Activation
• Add Notes (Optional): If needed, you can add notes to document the purpose or specifics of this webhook.
• Enable: Ensure the Enabled option is selected.
• Payload Configuration
• Select Use a Custom Payload in the Payload field.
• Batching: Choose the batching method based on event delivery preferences (e.g., one delivery per event occurrence).
• Custom Payload: Click Add to set up key-value pairs for the payload according to integration requirements. These will be added to the default payload that will be sent.
• Event Triggers
• In the Events section, click on Add to select the event(s) that will trigger the webhook.
• Example Event: New Ticket Logged.
• Save the Webhook
• Click Save to finalize the webhook setup.

3.2 Setting Up Tickets in HaloITSM

• Create a Test Ticket
• Go to the Homepage in HaloITSM.
• Select New Ticket.
• Fill Out Ticket Details: Manually enter the details or apply a pre-configured template.
• Template Edit (if applicable): Modify the template according to the test scenario.
• Click Submit to create the ticket.

3.3 Finalizing and Testing

• Validate the Integration:
• Trigger the alert condition manually if possible to verify that the correct JSON payload is sent to Callgoose SQIBS.
• Resolve the alert to ensure the resolved state payload is also correctly sent and processed.
• Check API Log section in Callgoose SQIBS to check the recieved payload.

4. Configuring Callgoose SQIBS

4.1 Create API Filters in Callgoose SQIBS

To correctly map incidents from the HaloITSM alerts, you need to create API filters based on the JSON payloads received.

4.1.1 Example JSON Payloads from HaloITSM

Alert Triggered (event: "new ticket logged")

json

{
"id": "65119eb0-d766-48d9-973b-4dbfe4448c87",
"webhook_id": "72f174a9-f1b0-4f7b-b42c-d447f4db8d80",
"escmsg_id": "d0db3373-c795-ef11-b9ee-0e3e2f829690",
"event": "new ticket logged",
"message": "New request logged for Zenox. ID:0002309.",
"object_id": 2309,
"timestamp": "2024-10-29T07:28:55.2585935Z",
"content": {}
}

Alert Resolved (event: "closed")

json

{
"id": "2482de34-d282-4245-b8f1-3cebe5e18a01",
"webhook_id": "72f174a9-f1b0-4f7b-b42c-d447f4db8d80",
"escmsg_id": "807349a0-c795-ef11-b9ee-0e3e2f829690",
"event": "closed",
"message": "Request ID:0002309 for Zenox has been closed.",
"object_id": 2309,
"timestamp": "2024-10-29T07:30:13.9641853Z",
"content": {}
}

4.2 Configuring API Filters

4.2.1 Integration Templates

If you see an HaloITSM integration template in the "Select Integration Template" dropdown in the API filter settings, you can use it to automatically add the necessary Trigger and Resolve filters along with other values. The values added by the template can be modified to customize the integration according to your requirements.

4.2.2 Manually Add/Edit the Filter

• Trigger Filter (For Creating Incidents):
• Payload JSON Key: "event"
• Key Value Contains: [new ticket logged, re-assign]
• Map Incident With: "object_id"
• This corresponds to the unique object_id from the HaloITSM payload.
• Incident Title From: "event"
• Incident Description From: Leave this empty unless you want to use a specific key-value from the JSON payload. If a key is entered, only the value for that key will be used as the Incident Description instead of the full JSON. By default, the Incident Description will include the full JSON values.
• Example: If you use the "message" key in the Incident Description From field, the incident description will be the value of the "message" key. In the example JSON payload provided earlier, this would result in a description like "New request logged for Zenox. ID:0002309.".
• Resolve Filter (For Resolving Incidents):
• Payload JSON Key: "event"
• Key Value Contains: [closed]
• Incident Mapped With: "object_id"
• This ensures the incident tied to the specific object_id is resolved when the alert status returns to normal.

Refer to the API Filter Instructions and FAQ for more details.

4.3 Finalizing Setup

• Save the API Filters:
• Ensure that the filters are correctly configured and saved in Callgoose SQIBS.
• Double-check that all key mappings, incident titles, and descriptions are correctly aligned with the payload structure sent by HaloITSM.

5. Testing and Validation

5.1 Triggering Alerts

• Simulate a Monitoring Alert:
• Trigger a condition in HaloITSM that causes an alert (e.g., Raise a new Ticket).
• Verify that an incident is created in Callgoose SQIBS with the correct information.

5.2 Resolving Alerts

• Acknowledge and Resolve the Alert:
• Once the issue is resolved in HaloITSM (e.g., Mark the ticket as resolved), verify that the incident in Callgoose SQIBS is automatically marked as resolved.

6. Security Considerations

• API Security: Ensure that the Callgoose SQIBS API endpoint is correctly configured and that the API token is securely stored and used.
• HaloITSM Permissions: Confirm that the webhook in HaloITSM has appropriate permissions to send alerts and data to Callgoose SQIBS.

7. Troubleshooting

• No Incident Created: If no incident is created, verify that the webhook URL in HaloITSM is correct and that the JSON payload structure matches the API filters configured in Callgoose SQIBS.
• Incident Not Resolved: Ensure that the resolve filter in Callgoose SQIBS is correctly configured and that the JSON payload sent by HaloITSM matches the expected structure.

8. Conclusion

This guide provides a comprehensive overview of how to integrate HaloITSM with Callgoose SQIBS for effective incident management. By following the steps outlined, you can ensure that alerts from HaloITSM are automatically reflected as incidents in Callgoose SQIBS, with proper resolution tracking when the issues are resolved.

For further customization or advanced use cases, refer to the official documentation for both HaloITSM and Callgoose SQIBS:

• HaloITSM Documentation
• Callgoose SQIBS API Token Documentation
• Callgoose SQIBS API Endpoint Documentation
• API Filter Instructions and FAQ
• How to Send API

This documentation will guide you through the integration process, ensuring that your incidents are managed effectively within Callgoose SQIBS based on real-time alerts from HaloITSM.