Integrate with Site24x7

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 Site24x7. Use the integration to send Site24x7 alerts to Jira Service Management's API with detailed information. Jira Service Management acts as a dispatcher for Site24x7 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 alert is created in Site24x7, an alert is also created in Jira Service Management automatically through the integration.
When the status of the alert is up again, the related alert is automatically closed in Jira Service Management.

Set up the integration

Site24x7 is an API-based integration. Setting it up involves the following steps:

Add a Site24x7 integration in Jira Service Management
Configure the integration in Site24x7

Add a Site24x7 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 Site24x7 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 “Site24x7”.
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.
You will use this while configuring the integration in Site24x7 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 Site24x7

To configure the integration in Site24x7, complete the following steps:

In Site24x7, go to the Admin page and select Third Party Integration.
Select Webhooks to set up a webhook-based integration.
Paste the integration URL copied previously into Hook URL.
Select "POST" for HTTP Method.
Leave Send Incident Parameters selected.
Leave Post as JSON selected.
Select a desired option for Integration level.
Select Save.

Sample payload sent from Site24x7 to Jira Service Management

JSON

{
  "tags": "prod, critical",
  "INCIDENT_REASON": "Response time from Miami - US exceeded 2000 ms.",
  "STATUS": "TROUBLE",
  "MONITORURL": "http://www.nexusguard.com",
  "INCIDENT_TIME": "May 6, 2015 9:25 AM HKT",
  "MONITORNAME": "www.nexusguard.com",
  "FAILED_LOCATIONS": "California-US,NewYork-US,LosAngeles-US,London-UK,Miami-US",
  "MONITORTYPE": "URL",
  "INCIDENT_TIME_ISO": "2015-15-06T09:25:25-0800",
  "MONITOR_DASHBOARD_LINK": "https://www.site24x7.com/app/client#/home/monitors/254XXXXXXXXXX5203/Summary",
  "MONITOR_ID": "254XXXXXXXX3",
  "POLLFREQUENCY": 15,
  "RCA_LINK": "https://www.site24x7.com/rca.do?XXXXXXXXXXXXXXXXXXXXXXXX%2BuYuZG5OO3TFi771h4%XXXXXXXXXXXXXXXX13d%2F4nD%2Bat2OCY%3D",
  "TIMEZONE": "US/Pacific"
}

Jira Service Management parses the payload as follows:

JSON

[
"incident_reason":   "Response time from Miami - US exceeded 2000 ms.",
"status": "TROUBLE",
"monitor_url": "http://www.nexusguard.com",
"incident_time": "May 6, 2015 9:25 AM HKT",
"incident_time_iso": "2015-15-06T09:25:25-0800",
"monitor_name": "www.nexusguard.com",           
"monitor_id": "254XXXXXXXX3", 
"rca_link":"https://www.site24x7.com/rca.do?XXXXXXXXXXXXXXXXXXXXXXXX%2BuYuZG5OO3TFi771h4%XXXXXXXXXXXXXXXX13d%2F4nD%2Bat2OCY%3D",  "monitor_dashboard_link":"https://www.site24x7.com/app/client#/home/monitors/254XXXXXXXXXX5203/Summary",
"failed_locations": "California-US,NewYork-US,LosAngeles-US,London-UK,Miami-US",
"timezone":"US/Pacific",
"pollfrequency":"15",
"monitor_type": "URL",
"tags": ["prod", "critical"]
]

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