NetCrunch

Overview

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

Prerequisites

• AdRem Software NetCrunch Account: Access to NetCrunch 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 NetCrunch.

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.

1. Generate an API Token:

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

1. Find the API Endpoint:

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

2. Debugging and Troubleshooting

You can enable debugging in the API tokens used with NetCrunch 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 AdRem Software NetCrunch to Send JSON Payloads

To configure NetCrunch 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 NetCrunch to ensure that the JSON payloads match those expected by Callgoose SQIBS.

3.1 Setting Up Alerts in NetCrunch

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

1. Log in to the NetCrunch Console:

• Access the NetCrunch platform using your account credentials.

1. Navigate to the Alerts Section:

• In the NetCrunch console, go to Alerts > Event Actions.

1. Create a New Event Action:

• Click on Add Action to create a new event action.
• Specify Event Conditions: Define the conditions that will trigger the event action, such as specific performance thresholds, security events, or custom metrics.

1. 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:

1. Add Webhook URL:

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

1. Customize Payload Format:

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

json

{
  "alertName": "${EventName}",
  "severity": "${Severity}",
  "description": "${Description}",
  "timestamp": "${EventTime}",
  "alertId": "${EventID}"
}

• Placeholder Explanation:
• "${EventName}": Replaces with the name of the alert or event.
• "${Severity}": Replaces with the severity level of the alert.
• "${Description}": Replaces with the alert message or description.
• "${EventTime}": Replaces with the date and time of the alert.
• "${EventID}": Replaces with a unique ID for the alert or event.
• 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

1. Save and Activate the Event Action:

• Once the event action and webhook are correctly configured, save the configuration and activate it.

1. Validate the Integration:

• Trigger the event condition manually if possible to verify that the correct JSON payload is sent to Callgoose SQIBS.
• Resolve the event 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 NetCrunch 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 NetCrunch alerts, you need to create API filters based on the JSON payloads received.

4.1.1 Example JSON Payloads from NetCrunch

Alert Triggered (severity: "Critical")

json

{
  "alertName": "High Memory Usage",
  "severity": "Critical",
  "description": "Memory usage exceeded 90% on Server XYZ",
  "timestamp": "2024-08-05T12:00:00.000Z",
  "alertId": "nc123"
}

Alert Resolved (severity: "Normal")

json

{
  "alertName": "Memory Usage Normal",
  "severity": "Normal",
  "description": "Memory usage returned to normal on Server XYZ",
  "timestamp": "2024-08-05T12:30:00.000Z",
  "alertId": "nc123"
}

4.2 Configuring API Filters

4.2.1 Integration Templates

If you see an AdRem Software NetCrunch 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: "severity"
• Key Value Contains: [Critical]
• Map Incident With: "alertId"
• This corresponds to the unique alertId from the NetCrunch payload.
• Incident Title From: "alertName"
• This will use the alert name 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 "description" key in the Incident Description From field, the incident description will be the value of the "description" key. In the example JSON payload provided earlier, this would result in a description like "Memory usage exceeded 90% on Server XYZ".
• Resolve Filter (For Resolving Incidents):
• Payload JSON Key: "severity"
• Key Value Contains: [Normal]
• Incident Mapped With: "alertId"
• This ensures the incident tied to the specific alertId is resolved when the alert status returns to normal.

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

4.3 Finalizing Setup

1. 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 NetCrunch.

1. Test the Integration:

• Manually trigger an alert in NetCrunch to test if incidents are created in Callgoose SQIBS.
• Verify that the incident appears in Callgoose SQIBS with the correct title, description, and mapped values.
• Resolve the alert in NetCrunch and ensure that the corresponding incident in Callgoose SQIBS is marked as resolved.

5. Testing and Validation

5.1 Triggering Alerts

1. Simulate a Monitoring Alert:

• Trigger a condition in NetCrunch that causes an alert (e.g., high memory usage on a server).
• Verify that an incident is created in Callgoose SQIBS with the correct information.

5.2 Resolving Alerts

1. Acknowledge and Resolve the Alert:

• Once the issue is resolved in NetCrunch (e.g., memory usage returns to normal), 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.
• NetCrunch Permissions: Confirm that the webhook in NetCrunch has appropriate permissions to send alerts and data to Callgoose SQIBS.
• Data Encryption: Ensure that the transmission of data between NetCrunch and Callgoose SQIBS is encrypted, especially if sensitive information is involved.

7. Troubleshooting

• No Incident Created: If no incident is created, verify that the webhook URL in NetCrunch 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 NetCrunch matches the expected structure.

8. Conclusion

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

• AdRem Software NetCrunch 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 AdRem Software NetCrunch.