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Integrate Opsgenie with Kayako

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What does the integration offer?

Opsgenie provides a powerful bidirectional integration with Kayako. When a new conversation is created in Kayako, a corresponding Opsgenie alert is automatically created, containing rich information about the ticket. Opsgenie provides rich notifications with on-call rotations, scheduling features, and alert escalations to ensure the best ticket management for Kayako customers. As users execute actions on the alerts like acknowledge, add note, or close, the conversation in Kayako is also automatically updated according to mapped actions.

How does the integration work?

Kayako to Opsgenie

  • When a conversation is created in Kayako, an alert is created in Opsgenie

  • When a conversation is solved or closed in Kayako, it closes the alert in Opsgenie.

Opsgenie to Kayako

  • If Send alert updates back to Kayako is selected, actions for Kayako are run in Kayako when the chosen action is run in Opsgenie for alerts created by Kayako.

  • If Create Kayako conversations for Opsgenie alerts is selected, actions for Kayako are run in Kayako when the chosen action is run in Opsgenie for alerts that have a source other than the Kayako integration. Learn more about mapping alert actions in the “Map alert actions” in this article.

Set up the integration

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

  • Add a Kayako integration in Opsgenie

  • Map alert actions

  • Configure the integration in Kayako

Add a Kayako integration

This integration is only available with Standard and Enterprise plans in Opsgenie, and Premium and Enterprise plans in Jira Service Management.

Adding the integration from your team dashboard will make your team the owner of the integration. This means Opsgenie will assign the alerts received through this integration to your team only. Follow the rest of the steps in this section to set up the integration.

To add a Kayako integration in Opsgenie:

  1. Go to Settings > Integrations.

  2. Select Add integration.

  3. Run a search and select “Kayako”.

  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 Kayako 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 Opsgenieactions and Kayako actions (also when the source of the alert is Kayako), which requires additional authentication for your Kayako account.

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

  2. Under the Authenticate for sending alert updates to Kayako section, select Authenticate with a Kayako account checkbox.

  3. Enter values for the following:

    • Kayako Password: The password used to log in to Kayako

    • Kayako Subdomain: The subdomain used to visit the Kayako page.

    • Kayako Email: The email address used to log in to Kayako
      The subdomain must be "john" if the URL of the Kayako page is: https://john.kayako.com

  4. Select Save.

For alerts created by Kayako

Map Opsgenieactions to Kayako actions when the source of the alert is Kayako (when the alert is created by Kayako) in the Send alert updates back to Kayako section. For example, add notes to a Kayako conversation when the alert is acknowledged. To do this, define If alert is acknowledged in Opsgenie, add note in Kayako.

For other Opsgenie alerts

Map Opsgenie actions to Kayako actions when the source of the alert is NOT Kayako (when the alert is created by another integration) in the Create Kayako cases for Opsgenie Alerts section.

  • Map one Opsgenie action to the create a conversation Kayako action. The Opsgenie action doesn't have to be alert is created; it can be other actions as well.

  • a tag is added to alert and a custom action executed on alert actions differ from other actions. When either action is selected, an extra field is provided to enter for which tags or for which custom action this mapping works. Enter multiple tags by separating the tags with a comma. If multiple tags are entered, the mapping works if the alert has one or more specified tags. Leave the tags field empty for the mapping to work for any tag.

  • If a custom action mapping is selected, specify the name of the custom action for which the mapping works. It can't be left empty.

  • If a Opsgenie action is mapped to multiple Kayako actions, an error occurs except for the A tag is added to alert and a custom action executed on alert actions. Save multiple mappings for these actions because they differ by the given tags and the given custom action names.

Configure the integration in Kayako

1. In Kayako, go to the "Settings" page.

2. Select Integrations > Endpoints.

3. Select New Endpoint > Webhook.

4. Paste the URL you copied while adding the integration in Opsgenie into Request URL.

Kayako new end point

5. Select POST for Method and JSON for Request content type.

6. Select Save.

7. Go to the settings panel and select Automation > Triggers.

8. Create the triggers.
For instructions, see trigger instructions.

Sample Webhook Message from Kayako

(in JSON format)

1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 { "Case ID": "9", "Subject": "subject", "Team": "General", "Assignee": "testUser", "Requester": "testUser", "Priority": "", "Type": "", "Status": "New", "Tags": "", "Brand": "OpsGenie", "Form": "Default", "Custom fields": [], "Source channel": "MAIL", "Last replier": "testUser", "Rating status": "UNOFFERED" }


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