Sinch

Overview

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

Prerequisites

• Sinch Account: Access to Sinch for 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 Sinch.

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 Sinch will be sent.

2. Debugging and Troubleshooting

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

To configure Sinch 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 notifications and webhook configurations within Sinch to ensure that the JSON payloads match those expected by Callgoose SQIBS.

3.1 Setting Up Notifications in Sinch

To generate the required JSON payloads, you first need to set up notifications within Sinch.

1. Log in to the Sinch Console:

• Access the Sinch platform using your account credentials.

1. Navigate to the Notifications Section:

• In the Sinch console, go to the section where you manage notifications.

1. Create a New Notification:

• Click on "Add Notification" to create a new notification.
• Specify the conditions that will trigger the notification, such as specific message delivery statuses, errors, or other events.

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 "status", "messageId", "error", "timestamp", and others as shown in the example payloads.

1. Example Payload Setup:

json

{
  "message": {
    "messageId": "$MESSAGE_ID",
    "status": "$STATUS",
    "error": "$ERROR",
    "timestamp": "$TIMESTAMP",
    "recipient": "$RECIPIENT"
  }
}

1. Placeholder Explanation:

• "$MESSAGE_ID": Replaces with the unique identifier for the message.
• "$STATUS": Replaces with the status of the message (e.g., delivered, failed).
• "$ERROR": Replaces with any error details if applicable.
• "$TIMESTAMP": Replaces with the time the event occurred.
• "$RECIPIENT": Replaces with the recipient of the message.

1. 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 Notification:

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

1. Validate the Integration:

• Trigger the notification condition manually if possible to verify that the correct JSON payload is sent to Callgoose SQIBS.
• Resolve the notification 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 notifications to the Callgoose SQIBS API endpoint.
• Security: Implement security measures such as HTTPS and API tokens to protect the data being transmitted between Sinch 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 Sinch notifications, you need to create API filters based on the JSON payloads received.

4.1.1 Example JSON Payloads from Sinch

Notification Triggered (status: "failed")

json

{
  "message": {
    "messageId": "msg123",
    "status": "failed",
    "error": "Delivery failure",
    "timestamp": "2024-08-05T12:00:00.000Z",
    "recipient": "+1234567890"
  }
}

Notification Resolved (status: "delivered")

json

{
  "message": {
    "messageId": "msg123",
    "status": "delivered",
    "error": "",
    "timestamp": "2024-08-05T12:30:00.000Z",
    "recipient": "+1234567890"
  }
}

4.2 Configuring API Filters

4.2.1 Integration Templates

If you see a Sinch 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: "status"
• Key Value Contains: [failed]
• Map Incident With: "message.messageId"
• This corresponds to the unique messageId from the Sinch payload.
• Incident Title From: "message.error"
• This will use the error description 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 "error" key in the Incident Description From field, the incident description will be the value of the "error" key. In the example JSON payload provided earlier, this would result in a description like "Delivery failure".
• Resolve Filter (For Resolving Incidents):
• Payload JSON Key: "status"
• Key Value Contains: [delivered]
• Incident Mapped With: "message.messageId"
• This ensures the incident tied to the specific messageId is resolved when the notification status changes to "delivered".

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 Sinch.

1. Test the Integration:

• Manually Trigger a Notification: Test the webhook by triggering an event in Sinch that matches the conditions you've set for triggering an incident in Callgoose SQIBS.
• Verify Incident Creation: Check Callgoose SQIBS to ensure that the incident is created with the correct title, description, and urgency level.
• Resolve the Notification: Change the status in Sinch to "resolved" or "delivered" and confirm that the corresponding incident in Callgoose SQIBS is marked as resolved.

5. Testing and Validation

5.1 Triggering Notifications

1. Simulate a Failed Notification:

• Trigger an event in Sinch that leads to a failure notification, such as a delivery failure.
• Ensure that Callgoose SQIBS creates an incident corresponding to this failure, with all the relevant details captured correctly.

5.2 Resolving Notifications

1. Simulate a Successful Notification:

• Once the issue is resolved in Sinch (e.g., message delivery is successful), ensure that the corresponding 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.
• Sinch Permissions: Confirm that the webhook in Sinch has appropriate permissions to send notifications and data to Callgoose SQIBS.
• Data Encryption: Ensure that the transmission of data between Sinch 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 Sinch 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 Sinch matches the expected structure.

8. Conclusion

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

• Sinch 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 notifications from Sinch.