Integrate with LogicMonitor

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.

The legacy versions of this integration will be unavailable after the LogicMonitor REST API v1 and v2 are discontinued.

Deploy and manage monitoring tools faster and automatically with AutoDiscovery of devices. Act on infrastructure performance data using built-in and customizable dashboards, performance forecasting, and complete reporting. Use built-in workflow capabilities, including alerting routing and escalation management, to improve the IT team’s issue response and resolution time. Forward LogicMonitor alerts to Jira Service Management to notify users via iPhone and Android push notifications, email, SMS, and phone calls, track the alert lifecycle, escalate alerts, etc.

What does the integration offer?

Jira Service Management has a native, bidirectional integration with LogicMonitor. Use the integration to automatically sync LogicMonitor with Jira Service Management alerts and benefit from Jira Service Management’s rich alert notification system, escalations, and on-call rotations.

This document describes the basic functionality of the integration, how to configure it, and the details of data exchanged between Jira Service Management and LogicMonitor.

How does the integration work?

When an alert is created in LogicMonitor, an alert is also created in Jira Service Management automatically through the integration.
When an alert is closed in LogicMonitor, a related alert is also closed in Jira Service Management.
When an alert is acknowledged in LogicMonitor, a related alert is also acknowledged in Jira Service Management.
When the alert is acknowledged by in Jira Service Management, a related alert is acknowledged automatically in LogicMonitor as well.

Set up the integration

LogicMonitor is a bidirectional integration. Setting it up involves the following steps:

Add a LogicMonitor integration in Jira Service Management
Configure the integration in LogicMonitor

Add a LogicMonitor 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 a LogicMonitor 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 “LogicMonitor”.
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 integration URL, which includes the Jira Service Management endpoint and the API key.
You will use this URL while configuring the integration in LogicMonitor later.
Select Send alert updates back to LogicMonitor in the Outgoing section to send alert actions in Jira Service Management back to LogicMonitor.
If the box is selected, then fill in the related fields. It might be a good idea to create a user in LogicMonitor that only has an "ackonly" role for sending alert actions from Jira Service Management to LogicMonitor.
Select Turn on integration.
The rules you create for the integration will work only if you turn on the integration.

Configure the integration in LogicMonitor

To configure the integration in LogicMonitor, complete the following steps:

In LogicMonitor, select Settings > Integrations.
Search for LogicMonitor and select Add > Custom HTTP Delivery.
Replace http://www.example.com/uri with the integration URL copied previously.
Download alertData.txt and copy its content into Alert Data.
Select “Form Data” for the Data Format.
Select Submit.

Map alert actions

You can define mappings between Jira Service Management actions and LogicMonitor actions (also when the source of the alert is LogicMonitor), which requires additional authentication for your LogicMonitor account.

Select Edit on the configuration page to edit the integration.
Under the Authenticate for sending alert updates to Logic Monitor section, select Authenticate with a Logic Monitor account checkbox and enter values for the fields accordingly.
- If you’re using the legacy version of LogicMonitor:
  - Account Name: The name of your LogicMonitor account
  - Username: The user name to log in to LogicMonitor
  - Password: The password to log in to LogicMonitor
- If you’re using the new version of LogicMonitor:
  - Account Name: The name of your LogicMonitor account
  - Logic Monitor Bearer Token: The token that you use to securely interact with LogicMonitor’s system and get data or perform actions.
Select Save.

Sample payloads sent from LogicMonitor

(in JSON format)

{
        "alertid": "LMS22",
        "alertstatus": "active",
        "datasource": "WinVolumeUsage-C:\",
        "datapoint": "PercentUsed",
        "date": "2014-05-02 14:21:40 PDT",
        "dsdesc": "Monitors space usage on logical volumes.",
        "dsidesc": null,
        "datapointdesc": "Percentage Used on the volume",
        "group": "group1,group2",
        "host": "jsm-test-server",
        "hostdesc": "Server used for testing Jira Service Management integrations",
        "instance": "C:\",
        "level": "warning",
        "duration": "1465",
        "threshold": "10",
        "eventsource": "WinVolumeUsage-C:\",
        "eventlogfile": "Application",
        "eventtype": "information",
        "eventmsg": "Percentage used on the volume exceeded 80%",
        "eventlogmsg": "Remaining capacity(1456750MB) of volume C:\ is lower than 25%",
        "eventcode": "1847502394",
        "eventuser": "test-user",
        "value": "83",
        "batchdesc": "Monitors space usage on logical volumes everyday.",
        "hostips": "123.456.789.012",
        "hosturl": "https://jsm-test-server.net/",
        "service": "webservice",
        "alerttype": "error",
        "agent": "jsm-test-server",
        "checkpoint": "1879234",
        "hostinfo": null,
        "servicedetail": null,
        "serviceurl": "https://jsm-test-server.net/",
        "servicegroup": "Functional Testing",
        "clearvalue": "1"
    }

Troubleshooting test alerts

These informational alerts denote that incoming data is for testing purposes only. Since testing data could differ from the expected data, we create an alert without running the integration flow.

While processing a Logic Monitor request, we check whether it is a test request. If it is, we interrupt the integration flow (which populates the dynamic fields, etc) and create an alert request with desired parameters. If the integration field is null during processing, it's set to DefaultAPI integration (which can't be removed or guaranteed to exist). In this case, it becomes an alert created by the default API.

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