LogicMonitor

Overview

This document provides a detailed guide to integrating LogicMonitor 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 LogicMonitor. The guide includes steps for setting up alerts in LogicMonitor, configuring webhook notifications, creating API filters in Callgoose SQIBS, and troubleshooting.

Prerequisites

• LogicMonitor Account: Access to LogicMonitor 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 LogicMonitor.

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.

a.Generate an API Token:

• Follow the guide on How to Create API Token in Callgoose SQIBS.

b.Find the API Endpoint:

• Refer to the Callgoose SQIBS API Endpoint Documentation to get the endpoint details where the JSON payloads from LogicMonitor will be sent.

2.Debugging and Troubleshooting

You can enable debugging in the API tokens used with LogicMonitor 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 LogicMonitor to Send JSON Payloads

To configure LogicMonitor to generate the JSON payloads similar to the examples provided, follow the steps outlined below. These steps will guide you through setting up the necessary alerts and webhook notifications within LogicMonitor to ensure that the JSON payloads match those expected by Callgoose SQIBS.

3.1 Setting Up Alerts in LogicMonitor

To generate the required JSON payloads, you first need to set up alerts within LogicMonitor.

i.Log in to the LogicMonitor Portal:

• Access the LogicMonitor platform using your account credentials.

ii.Navigate to the Alerts Section:

• In the LogicMonitor console, go to Settings > Alert Settings.

iii.Create a New Alert Rule:

• Click on Add to create a new alert rule.
• Specify Rule Conditions: Define the conditions that will trigger the alert, such as specific device metrics or thresholds (e.g., CPU utilization > 80%).

iv.Configure the Notification Method:

• Choose Webhook as the notification method to send data to a webhook.
• Webhook URL: Enter the webhook URL provided by Callgoose SQIBS.

3.2 Configuring the Webhook Notification

To ensure that the JSON payload sent matches the examples provided, follow these steps when configuring the webhook:

i.Add Webhook URL:

• In the Webhook URL field, enter the endpoint provided by Callgoose SQIBS.
• Ensure the protocol is HTTPS for secure data transmission.

ii.Customize Payload Format:

• Ensure that the payload includes key fields like "deviceName", "alertStatus", "alertMessage", "severity", "timestamp", and others as shown in the example payloads.
• Example Payload Setup:

json
{
  "deviceName": "$devicename",
  "alertStatus": "$status",
  "alertMessage": "$message",
  "severity": "$level",
  "timestamp": "$timestamp",
  "alertId": "$alertid"
}

• Placeholder Explanation:
• "$devicename": Replaces with the name of the device.
• "$status": Replaces with the current alert status.
• "$message": Replaces with the alert message.
• "$level": Replaces with the severity level.
• "$timestamp": Replaces with the date and time of the alert.
• "$alertid": Replaces with a unique ID for the alert.

iii.Test the Webhook Configuration:

• Before activating the webhook, perform a test to ensure that the JSON payload is correctly formatted and is being sent to the Callgoose SQIBS API endpoint as expected.
• Review the payload in Callgoose SQIBS to confirm that it matches the expected structure.

3.3 Finalizing and Testing

i.Save and Activate the Alert Rule:

• Once the alert rule and webhook are correctly configured, save the alert configuration and activate it.

ii.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.

3.4 Additional Considerations

• Permissions: Ensure that the webhook has the necessary permissions to send alerts to the Callgoose SQIBS API endpoint.
• Security: Implement security measures such as HTTPS and API tokens to protect the data being transmitted between LogicMonitor and Callgoose SQIBS.
• Logging and Debugging: Use the debugging and logging features in Callgoose SQIBS to monitor incoming payloads and troubleshoot any issues with the integration.

4.Configuring Callgoose SQIBS

4.1 Create API Filters in Callgoose SQIBS

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

4.1.1 Example JSON Payloads from LogicMonitor

Alert Triggered (alertStatus: "triggered")

json
{
  "deviceName": "server1.example.com",
  "alertStatus": "triggered",
  "alertMessage": "High CPU utilization detected",
  "severity": "Critical",
  "timestamp": "2024-08-05T12:00:00.000Z",
  "alertId": "123456"
}

Alert Resolved (alertStatus: "cleared")

json
{
  "deviceName": "server1.example.com",
  "alertStatus": "cleared",
  "alertMessage": "CPU utilization returned to normal",
  "severity": "Normal",
  "timestamp": "2024-08-05T12:30:00.000Z",
  "alertId": "123456"
}

4.2 Configuring API Filters

4.2.1 Integration Templates

If you see a LogicMonitor 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

There are two filters that you can manually edit: Trigger and Resolve.

• Trigger Filter (For Creating Incidents):
• Payload JSON Key: "alertStatus"
• Key Value Contains: [triggered]
• Map Incident With: "alertId"
• This corresponds to the unique alertId from the LogicMonitor payload.
• Incident Title From: "alertMessage"
• This will use the alert message as the incident title in Callgoose SQIBS.
• 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 "alertMessage" key in the Incident Description From field, the incident description will be the value of the "alertMessage" key. In the example JSON payload provided earlier, this would result in a description like "High CPU utilization detected".
• Resolve Filter (For Resolving Incidents):
• Payload JSON Key: "alertStatus"
• Key Value Contains: [cleared]
• Incident Mapped With: "alertId"
• This ensures the incident tied to the specific alertId is resolved when the alert status returns to cleared.

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

4.3 Finalizing Setup

i.Save the API Filters:

• Ensure that the filters are correctly configured and saved in Callgoose SQIBS.

ii.Test the Integration:

• Manually trigger a LogicMonitor alert to test if incidents are created in Callgoose SQIBS.
• Resolve the alert in LogicMonitor and verify that the corresponding incident in Callgoose SQIBS is resolved.

5.Testing and Validation

5.1 Triggering Alerts

i.Simulate a High CPU Usage Event:

• Trigger a high CPU usage alert in LogicMonitor to test the integration.
• Verify that an incident is created in Callgoose SQIBS with the correct title and urgency.

5.2 Resolving Alerts

i.Lower the CPU Usage:

• Resolve the alert in LogicMonitor to ensure the incident in Callgoose SQIBS is automatically marked as resolved.

6. Security Considerations

• API Security: Ensure that the Callgoose SQIBS API endpoint is correct and that you are using the correct API token.
• LogicMonitor Permissions: Ensure that the webhook configuration in LogicMonitor has appropriate permissions to send alerts to Callgoose SQIBS.

7. Troubleshooting

• No Incident Created: Verify that the webhook in LogicMonitor is correctly configured and that the JSON payload structure matches the API filters configured in Callgoose SQIBS.
• Incident Not Resolved: Ensure the resolve filter is correctly configured and that the payloads from LogicMonitor are being received and processed by Callgoose SQIBS.

8. Conclusion

This guide provides a comprehensive overview of how to integrate LogicMonitor with Callgoose SQIBS for effective incident management. By following the steps outlined, you can ensure that alerts from LogicMonitor 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 LogicMonitor and Callgoose SQIBS:

• LogicMonitor 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 LogicMonitor.