Service Desk and Alert Management

[Joshua Aldridge]

I'm curious people's experience with Service Desk.  We are looking at it as an option.  We have a large portfolio including single tenant apps that scale up to 5,000+ instances.  We are driven by automated alerts via New Relic, Nagios, Sensu, email, etc... One of the biggest challenges is proper reporting and trending as well as useful information for the service desk in the ticket to provide initial response.

Have people done direct integrations from these monitoring tools? Is it all custom webhook writing or native? Are things like policy, condition, resource impacted and details "mapable" to fields in the Jira tickets?

Thanks,

Josh

[Andrew Laden · Accepted solution]

We find it very useful to "filter" alerts generated via monitoring systems through OpsGenie and use opsgenie to create the tickets in jira.

This allows you to use opsgenie's rules engine to deduplicate, categorize and auto close jira tickets for example.

Opsgenie has a rich portfolilo of monitoring systems it integrates with. Will save you a lot of time vs writing your own webhooks. 

Strongly recommend taking a look at it for your use case.

[Joshua Aldridge]

Thank you! We have PagerDuty now and do similar so that makes sense.