Integrate with AlertSite UXM

This article highlights a new alerting feature that's natively available in Jira Service Management which is gradually rolling out to some Jira Service Management Cloud customers. It may not yet be visible or available on your site.

What does the integration offer?

Jira Service Management has a webhook integration with AlertSite UXM. Use the integration to send AlertSite UXM incidents to Jira Service Management's API with detailed information. Jira Service Management acts as a dispatcher for AlertSite UXM alerts, determines the right people to notify based on on-call schedules– notifies via email, text messages (SMS), phone calls and iPhone & Android push notifications, and escalates alerts until the alert is acknowledged or closed.

How does the integration work?

When an availability or performance alert is created in AlertSite UXM, an alert is created in Jira Service Management automatically through the integration.
When the status of the alert is sent to Jira Service Management as "0", related alert is also closed in Jira Service Management.

Set up the integration

AlertSite UXM is an API-based integration. Setting it up involves the following steps:

Add an AlertSite UXM integration in Jira Service Management
Configure the integration in AlertSite UXM

Add an AlertSite UXM integration

Bidirectional integrations aren’t supported in Free and Standard plans. All the other integrations are supported at a team level in Free and Standard; however, for their outgoing part to work, you need to upgrade to a higher plan. To add any integration at a site level through Settings (gear icon) > Products (under JIRA SETTINGS) > OPERATIONS, you need to be either on Premium or Enterprise.

Adding an integration from your team’s operations page makes your team the owner of the integration. This means Jira Service Management only assigns the alerts received through this integration to your team.

To add an AlertSite UXM integration in Jira Service Management, complete the following steps:

Go to your team’s operations page.
On the left navigation panel, select Integrations and then Add integration.
Run a search and select “AlertSite UXM”.
On the next screen, enter a name for the integration.
Optional: Select a team in Assignee team if you want a specific team to receive alerts from the integration.
Select Continue.
The integration is saved at this point.
Expand the Steps to configure the integration section and copy the endpoint URL.
You will use this URL while configuring the integration in AlertSite UXM later.
Select Turn on integration.
The rules you create for the integration will work only if you turn on the integration.

Configure the integration in AlertSite UXM

To configure the integration of AlertSite UXM with Jira Service Management, complete the following steps:

Log into AlertSite UXM.
Select Alerts > Alert Recipients.
Select New Recipient.
Optional: Enter a name.
Paste the API URL copied previously from Jira Service Management into Recipient.
Select “POST request to web server" for Mode.
Submit the form.
Select the new alert recipient from the Alert Recipients list.
Select Alert Recipient Details > Edit Recipient.
Go to the Availability Alerts tab.
Select Alert whenever an error clears check if you want AlertSite to close your alerts.
Submit the form.

Sample payload sent from AlertSite UXM

Create Alert payload

JSON

source=AlertSite&custid=C120095&company=no%20comp%20name&device_id=327587&device_name=http://google.com×tamp=2016-06-30%2011:15:35&status=7&errcount=1&status_text=HTTP%20error%20from%20web%20server&location=Manchester,%20UK&location_num=5060&device_typecode=a&device_type=Web%20Site%20API&transaction=0&http_status=HTTP/1.1%20502%20Bad%20Gateway&

Read more about AlertSite’s alert data fields.

Jira Service Management parses the payload as follows:

JSON

{
   "source":"AlertSite",
   "custid":"C120001",
   "company":"no comp name",
   "device_name":"http://google.com",
   "device_id":"327587",
   "timestamp":"2016-06-30 11:51:24",
   "status":"7",
   "errcount":"1",
   "status_text":"HTTP error from web server",
   "location":"Manchester UK",
   "location_num":"0",
   "device_typecode":"0",
   "device_type":"Web Site API",
   "transaction":"0",
   "http_status":"HTTP/1.0 502 Bad gateway"
}

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