Teamwork.com

Overview

This document provides a detailed guide to integrating Teamwork.com with Callgoose SQIBS for real-time Incident Management, Task Tracking, Event-Driven Automation, and other automation purposes. The integration enables automatic creation, updating, and resolution of incidents or tasks in Callgoose SQIBS based on updates or changes in Teamwork.com. The guide includes steps for setting up webhooks in Teamwork.com, configuring the necessary API filters in Callgoose SQIBS, and troubleshooting.

Prerequisites

• Teamwork.com Account: Access to Teamwork.com with permissions to manage webhooks.
• 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 Teamwork.com.

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 Teamwork.com will be sent.

2. Debugging and Troubleshooting

You can enable debugging in the API tokens used with Teamwork.com 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 Teamwork.com to Send JSON Payloads

To configure Teamwork.com 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 webhooks within Teamwork.com to ensure that the JSON payloads match those expected by Callgoose SQIBS.

3.1 Setting Up Task in Teamwork.com

• Login to Teamwork Console
• Navigate to the Teamwork.com console.
• Enter your credentials and log in to your account.
• Create a Project (if not created already)
• In the Teamwork dashboard, click on Projects from the main menu.
• Select Create a New Project.
• Enter the project details like name, description, and start date, then save.
• Add a Task to the Project
• Go to the Tasks section.
• Click on the Add Task button.
• Configure Task Details
• Task Name: Provide a name for the task.
• Assign to Project: Choose the project you want to assign this task to.
• Task List: Create a new task list or select an existing one.
• Additional Details: Fill out fields such as:
• Start Date
• Due Date
• Estimated Time
• Task Description
• Once done, click on Create Task.
• Open Task Settings
• After the task is created, click on the task to open it.
• In the task window, click on More (usually found on the top-right corner).
• Select Settings from the dropdown menu.
• Refer Teamwork.com Tasks Documentation for more details.

3.2 Configuring the Webhook Notification

Follow these steps when configuring the webhook:

• Set Up a Webhook
• In the Settings tab, click on Webhooks.
• Select Add Project Webhook.
• Configure Webhook Details
• Choose Webhook Event: Select the event you wish to trigger the webhook. For example TASK.CREATED, TASK.COMPLETED
• Endpoint URL: Enter the URL you received from Callgoose Sqibs.
• Ensure you verify the final format of the URL by referring to the API endpoint documentation.
• Click on Add Project Webhook to save.
• Verify Webhook Payload
• Since there is no option for customizing the JSON payload, you'll need to check the payload received in Callgoose Sqibs.
• Review the payload to ensure it follows the correct format as per the API documentation.

3.3 Finalizing and Testing

• Validate the Integration:
• Trigger the 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.

4. Configuring Callgoose SQIBS

4.1 Create API Filters in Callgoose SQIBS

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

4.1.1 Example JSON Payloads from Teamwork.com

Task Created (status: "new")

json

{
  "eventCreator": {
    "id": ****,
    "firstName": "Robert",
    "lastName": "Davis",
    "avatar": "https://s3.amazonaws.com/TWFiles/****/userAvatar/twia_fe046b7c7bb05f44f468ee9c91ff9687.png"
  },
  "project": {
    "id": ****,
    "name": "Creative Requests:",
    "description": "Help your teams to request the assets they need with an effortless creative request process that helps your creatives to manage their workloads and prioritize their work using our creative requests template.",
    "status": "active",
    "startDate": null,
    "endDate": null,
    "tags": [
      {
        "id": ****,
        "name": "Creative",
        "color": "f47fbe"
      }
    ],
    "ownerId": 0,
    "companyId": ****,
    "categoryId": 0,
    "dateCreated": "2024-10-14T09:06:30Z"
  },
  "task": {
    "id": ****,
    "name": "Fix Bugs",
    "description": "Fix all the active bugs\n",
    "priority": "high",
    "status": "new",
    "assignedUserIds": [
      256905
    ],
    "parentId": 0,
    "taskListId": ****,
    "startDate": "2024-10-18",
    "dueDate": "2024-11-08",
    "progress": 0,
    "estimatedMinutes": 0,
    "tags": [],
    "projectId": ****,
    "dateCreated": "2024-10-14T09:49:50Z",
    "dateUpdated": "2024-10-14T09:50:26Z",
    "hasCustomFields": false
  },
  "taskList": {
    "id": ****,
    "name": "Marketing Design Requests",
    "description": "",
    "status": "new",
    "milestoneId": 0,
    "projectId": ****,
    "templateId": null,
    "tags": []
  },
  "users": [
    {
      "id": ****,
      "email": "****@nbmbb.com",
      "firstName": "Robert",
      "lastName": "Davis",
      "avatar": "",
      "type": "account",
      "companyId": ****,
      "dateCreated": "2024-10-14T07:10:20Z",
      "dateUpdated": "0001-01-01T00:00:00Z",
      "officePhone": ""
    }
  ]
}

Task Closed (status: "completed")

json

{
  "eventCreator": {
    "id": ****,
    "firstName": "Robert",
    "lastName": "Davis",
    "avatar": "https://s3.amazonaws.com/TWFiles/****/userAvatar/twia_fe046b7c7bb05f44f468ee9c91ff9687.png"
  },
  "project": {
    "id": ****,
    "name": "Creative Requests:",
    "description": "Help your teams to request the assets they need with an effortless creative request process that helps your creatives to manage their workloads and prioritize their work using our creative requests template.",
    "status": "active",
    "startDate": null,
    "endDate": null,
    "tags": [
      {
        "id": ****,
        "name": "Creative",
        "color": "f47fbe"
      }
    ],
    "ownerId": 0,
    "companyId": ****,
    "categoryId": 0,
    "dateCreated": "2024-10-14T09:06:30Z"
  },
  "task": {
    "id": ****,
    "name": "Fix bugs",
    "description": "Fix all active bugs.\n",
    "priority": null,
    "status": "completed",
    "assignedUserIds": [],
    "parentId": 0,
    "taskListId": ****,
    "startDate": null,
    "dueDate": null,
    "progress": 100,
    "estimatedMinutes": 0,
    "tags": [],
    "projectId": ****,
    "dateCreated": "2024-10-14T09:14:43Z",
    "dateUpdated": "2024-10-14T09:30:13Z",
    "hasCustomFields": false
  },
  "taskList": {
    "id": ****,
    "name": "Marketing Design Requests",
    "description": "",
    "status": "new",
    "milestoneId": 0,
    "projectId": ****,
    "templateId": null,
    "tags": []
  },
  "users": []
}

4.2 Configuring API Filters

4.2.1 Integration Templates

If you see a Teamwork.com 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: "task"."status"
• Key Value Contains: [new]
• Map Incident With: "task"."id"
• This corresponds to the unique task.id from the Teamwork.com payload.
• Incident Title From: "task"."name"
• This will use the task 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 "task"."description" key in the Incident Description From field, the task description will be the value. In the example JSON payload provided earlier, this would result in a description like "Fix all active bugs.\n".
• Resolve Filter (For Resolving Incidents):
• Payload JSON Key: "task"."status"
• Key Value Contains: [completed]
• Incident Mapped With: "task"."id"
• This ensures the incident tied to the specific task.id is resolved when the task status changes to Completed.

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 Teamwork.com.

5. Testing and Validation

5.1 Triggering Alerts

• Simulate Task Creation:
• Create a task in Teamwork.com to simulate an alert condition.
• Verify that an incident is created in Callgoose SQIBS with the correct information.

5.2 Resolving Alerts

• Complete the Task:
• Mark the task as completed in Teamwork.com to simulate the resolution of an alert.
• 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.
• Teamwork.com Permissions: Confirm that the webhook in Teamwork.com has appropriate permissions to send alerts and data to Callgoose SQIBS.
• Access Control: Implement strong access controls and monitor who has access to both Teamwork.com and Callgoose SQIBS to prevent unauthorized changes or access.

7. Troubleshooting

• No Incident Created: If no incident is created, verify that the webhook URL in Teamwork.com is correct and that the JSON payload structure matches the API filters configured in Callgoose SQIBS. Also, ensure that the webhook is active and that the correct events are selected for triggering the webhook.
• Incident Not Resolved: If the incident in Callgoose SQIBS is not marked as resolved when the task is closed in Teamwork.com, check that the resolve filter in Callgoose SQIBS is correctly configured. Ensure that the "task.""status" field in the JSON payload is correctly mapped and that the payload contains the expected values for a resolved state.

8. Conclusion

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

• Teamwork.com 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 Teamwork.com.