• Get started
  • Documentation
Products
Get started
Documentation
Resources
Atlassian Support
/
Jira Service Management
/
Resources
/
Discover alerting and on-call
/
Integrate IT applications and tools
Cloud

Integrate with PRTG

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.

Paessler logo

What does the integration offer?

Jira Service Management provides a powerful bidirectional integration with PRTG. When a sensor is down in PRTG, a corresponding Jira Service Management alert is automatically created, containing detailed information. Jira Service Management provides rich notifications with on-call rotations, scheduling features, and alert escalations to ensure the best monitoring management for PRTG customers. As users execute actions on the alerts acknowledged, the sensor information on PRTG is automatically updated according to mapped actions.

How does the integration work?

PRTG to Jira Service Management

  • When "sensor status down" notification is sent form PRTG, it creates an alert in Jira Service Management.

  • When "sensor status up" notification is sent from PRTG, the related alert is closed in Jira Service Management.

Jira Service Management to PRTG

If Send alert updates back to PRTG is enabled, actions for PRTG are run in PRTG when the chosen action is run in Jira Service Management for alerts that are created by the PRTG.

The Map alert actions section in this article provides more details about mapping feature.

Set up the integration

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

  • Add a PRTG integration in Jira Service Management

  • Map alert actions

  • Configure the integration in PRTG

Add a PRTG 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 PRTG integration in Jira Service Management, complete the following steps:

  1. Go to your team’s operations page.

  2. On the left navigation panel, select Integrations and then Add integration.

  3. Run a search and select “PRTG”.

  4. On the next screen, enter a name for the integration.

  5. Optional: Select a team in Assignee team if you want a specific team to receive alerts from the integration.

  6. Select Continue.
    The integration is saved at this point.

  7. Expand the Steps to configure the integration section and copy the integration URL.
    You will use this URL while configuring the integration in PRTG later.

  8. Select Turn on integration.
    The rules you create for the integration will work only if you turn on the integration.

Map alert actions

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

  1. Select Edit on the configuration page to edit the integration.

  2. Under the Authenticate for sending alert updates to PRTG section, select Authenticate with a PRTG account check box.

  3. Enter values for the following:

    • Username: The email address from your PRTG account settings

    • Passhash: The passhash from your PRTG account settings

    • PRTG URL: The URL of your PRTG login page

  4. Select Save.

  5. Expand the Outgoing section.

  6. Select Send alert updates back to PRTG check box.

  7. Select alert actions for which you want to send updates back to PRTG.
    Every time an action you selected happens, a corresponding sensor is acknowledged in PRTG.

Configure the integration in PRTG

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

  1. In PRTG, go to Setup > Account Settings > Notification Templates.

  2. Select Add new notification > Execute HTTP Action.

  3. Paste the URL you copied while adding the integration in Jira Service Management into URL.

  4. Select Send SNI and enter the URL from Step 3 into the domain and subdomain fields of Virtual Host (SNI).

  5. Copy the POST data (from the file linked to, as applicable) and paste it into Postdata.

    1. For PRTG version 16.x.24. and above, use this post data.

    2. For other versions, use this post data.

  6. Select Save.

Authenticate via JEC (for on-premise PRTG)

Jira Edge Connector (abbreviated as JEC) is a prerequisite for configuring the outgoing authentication of PRTG integration. You can combinedly use JEC and PRTG scripts to update alerts on PRTG. With this setup, you can deploy your own script, modify the ones provided, or run customized actions on PRTG.

STEP 1. Download and install the PRTG package.

Instructions for RedHat-based distributions

Run the following command : 

1 rpm -i jsm-prtg-<your_version>.rpm

If you figure that the rpm package is obsolete, run the following command instead:

1 rpm -i jsm-prtg-<your_version>.rpm --nodeps

If you figure that the rpm package is already installed, run the following command instead:

1 rpm -i jsm-prtg-<your_version>.rpm --force

Instructions for Debian-based distributions

Run the following command: 

1 dpkg -i jsm-prtg-<your_version>.deb

Instructions for Windows

  1. Unzip Jira Service Management integration zip file (contains the JEC package) into a directory.
    For example: C:\jsm\jec

  2. Install JEC. Read how to install JEC.

Read more about running JEC.

STEP 2: Configure the PRTG integration for JEC

  1. In Jira Service Management, go to the integration configuration page.

  2. Expand the Outgoing section.

  3. Select the Authenticate with Jira Edge Connector only check box.

You can make the other configuration through the integration configuration page or the JEC configuration file, config.json. The configuration set through the integration configuration page takes precedence over what’s in config.json.

STEP 3: Configure JEC

Use JEC and the PRTG script to update alerts on PRTG. To run actions in PRTG, JEC gets the configuration parameters from the configuration file, config.json (found at /home/jsm/jec/conf).

Configuration parameters

  • apiKey – The API key you copied while adding the integration in Jira Service Management

  • prtgUrl – The PRTG URL with a subdomain in it. Example: https://jsm.my-prtg.com

  • username – The PRTG API username under Account Settings in PRTG

  • passhash – The PRTG API passhash under Account Settings in PRTG

The downloaded package includes the JEC utility (found in /usr/local/bin) and the script that JEC needs to run (found in /home/jsm/jec/scripts). Be sure to run JEC after configuring it.

Read more about running JEC.

Troubleshoot issues

  • If you have an older setup of the integration and want to make it work bidirectionally, add sensorId, {{sensorId}} key-value pair to alert properties in your PRTG Integration configuration.

  • If you are having trouble sending execute actions to Jira Service Management, enable Send SNI.

Still need help?

The Atlassian Community is here for you.
Ask the Community
On this pageWhat does the integration offer?How does the integration work?Set up the integrationAdd a PRTG integrationConfigure the integration in PRTGTroubleshoot issues
CommunityQuestions, discussions, and articles