OpsGenie

By integrating with OpsGenie, Freshservice users can receive notification on on-call schedules, emails, text messages, phone calls and iOS & Android push notifications and escalate alerts.

Install available only on Desktop

Published by Freshworks
about 1 year ago

in Agent Productivity, Assets & Alerts Monitoring

Help and Supportsupport@opsgenie.com https://docs.opsgenie.com/v1.0/docs/freshservice-integration

OpsGenie

By integrating with OpsGenie, Freshservice users can receive notification on on-call schedules, emails, text messages, phone calls and iOS & Android push notifications and escalate alerts.

					        	OpsGenie ensures the right people are notified at the right time using emails, text messages, voice and mobile push notifications thereby increasing the productivity of agents. The following are the features this integration supports:

- When a new ticket created in Freshservice, an alert is also created in OpsGenie automatically through the integration.
- When the status of a triggered event is changed between from 2 or 3 to 4 or 5, OpsGenie automatically closes the alert.
- If Send Alert Updates Back to Freshservice is enabled, actions for Freshservice will be executed in Freshservice when the chosen action is executed in OpsGenie for alerts which are created by the Freshservice integration.
- If Create Freshservice Tickets for OpsGenie Alerts is enabled, actions for Freshservice will be executed in Freshservice when the chosen action is executed in OpsGenie for alerts which have a source other than the Freshservice integration.
					        	
							I) Adding Freshservice Integration in OpsGenie

- Please create an OpsGenie account if you haven't done already from this link https://app.opsgenie.com/customer/register
- Go to OpsGenie Freshservice Integration page through this link https://app.opsgenie.com/auth/login#/add/Freshservice
- Specify who should be notified of Freshservice alerts using the "Teams" field. Auto-complete suggestions will be provided as you type.
- Copy the URL by clicking on the copy button or selecting.
- Click on "Save Integration".
 
 
II) Configuration on Freshservice
A "Dispatch'r Rule" is needed to send webhook notifications for newly created tickets and an "Observer Rule" is needed to send notifications on ticket actions(Add note, close, reopen etc).

a) Adding Dispatch'r Rule

- From Admin -> Dispatch'r Rule screen, click "add rule".
- Set rule's name as "OpsGenie Create Alert"
- In actions section, choose "Trigger Webhook" from dropdown.
- Paste the integration URL to "Callback URL" field.
- Set "POST" as request type, Encoding "JSON" and content "Simple"
- Enable all fields in the content field.
- Click "Save"

b) Adding Observer Rule

- From Admin -> Observer Rule screen, click "add rule".
- Set rule's name as "OpsGenie Add Note Or Close Or Re-open"
- In "When Any of these events occur" populate following conditions with the given order:
     1) "Status Is Changed" From "Closed" To "Any Status" (For reopened tickets' notifications)
     2) "Status Is Changed" From "Any Status" To "Close" (For closed ticket's notifications)
     3) "Status Is Changed" From "Resolved" To "Any Status" (For reopened tickets' notifications)
     4) "Status Is Changed" From "Any Status" To "Resolved" (For resolved ticket's notifications)
     5) "Note is Added" Type "Any" (For Private and Public note notifications)
- In actions section, choose "Trigger Webhook" from the dropdown.
- Paste the integration URL to "Callback URL" field.
- Set "POST" as request type, Encoding "JSON" and content "Simple"
- Enable all fields in the content field.
- Click "Save"
							

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