dwalby Posted April 24, 2019 Share Posted April 24, 2019 Hi all, We use PRTG as our IT monitoring system which is setup to alert in the event of any components hitting defined triggers. Once triggered it is currently set to e-mail the address within Hornbill. I've then setup e-mail routing to automatically raise incidents for anything from PRTG. Problem is we sometimes get multiple alerts for the same thing. I know it's possible to automatically update requests when they contain a reference for example but wondered if something similar could be achieved in this case also? Below are some example duplicate incidents. Link to comment Share on other sites More sharing options...
James Ainsworth Posted April 25, 2019 Share Posted April 25, 2019 Hi @dwalby Thanks for your post. I think that the challenge is that without the Request ID in the email, it isn't going to have anything that is unique to link the email with an existing request. Monitoring tools tend to have some controls or rules around alerts to prevent flooding people or other systems with alerts. Starting with these may reduce the number of incidents raised for the same issue. Another approach would be to not raise a request for an alert, but instead create a workspace in Hornbill for these automated alerts and have these emails create posts rather than requests and then manually raise a request once you know if it is an issue and not a false alarm. Another approach would be to look at tight integration through the use of API. Both PRGT and Hornbill have APIs and possibilities of integration. In the future we would love to have some form of entity in Service Manager for Events and Event correlation, but no concrete plans for this yet. Regards, James Link to comment Share on other sites More sharing options...
HHH Posted April 26, 2019 Share Posted April 26, 2019 Is there a way to specify which workspace to post to when the routing rule is triggered? Link to comment Share on other sites More sharing options...
dwalby Posted April 29, 2019 Author Share Posted April 29, 2019 Thanks @James Ainsworth I'll speak to our Infrastructure team and ask if they can adjust their alerts accordingly. Link to comment Share on other sites More sharing options...
James Ainsworth Posted April 29, 2019 Share Posted April 29, 2019 @HHH I believe that you just put the name of the workspace in the Reference field Link to comment Share on other sites More sharing options...
James Ainsworth Posted April 29, 2019 Share Posted April 29, 2019 @HHH It is actually the Workspace ID that you need to put in the reference field. You can get the ID by navigating to the workspace and grabbing this from the URL. 1 Link to comment Share on other sites More sharing options...
Recommended Posts
Create an account or sign in to comment
You need to be a member in order to leave a comment
Create an account
Sign up for a new account in our community. It's easy!
Register a new accountSign in
Already have an account? Sign in here.
Sign In Now