GVenta Help Desk integration

If your team works from a GVenta Help Desk, Mage Watcher can open a ticket there for each confirmed outage instead of sending emails.

How it works

• Site down opens a ticket in your help desk.
• Still down. Reminders are added to the ticket as internal notes, following the reminder setting on your Site down rules. A note is added only when an enabled Site down rule that covers the monitor, with an enabled channel, has reminders turned on. Without one, the ticket gets no reminder notes. Two rules with different reminder intervals share a note when they fall due at the same time.
• Back up. A note records the recovery time and how long the site was down, and the ticket is set to resolved. A help desk older than version 1.8.80 cannot resolve tickets this way; the ticket gets the recovery note and stays open, and the Integrations page says so.
• Every monitor is covered, straight away, whatever your notification rules say and without their waits.
• SSL certificate warnings are always emailed through your rules.
• If the help desk cannot be reached, the normal emails go out instead.
• If the site recovers before the ticket is opened, no ticket is opened.

The incident page shows the ticket number with a link to your help desk, and Notification history lists each ticket update under GVenta Help Desk.

Connecting

Open Integrations and fill in the GVenta Help Desk card:

• Help desk address. The full https:// address of your help desk. It must be a public internet address on the standard port.
• API key. Created under Admin → API Tokens in your help desk. Once saved it is never shown again; leave the field blank to keep it.
• Ticket priority. Low, Medium, High (the default) or Urgent. Monitors in an Application group follow its criticality instead: Critical opens Urgent tickets and Low opens Medium tickets.
• Requester. Shown for information. Every ticket is requested by this one address, and the help desk sends it no confirmation email.
• Open tickets for outages. Untick to keep the connection saved but go back to emails.
• Also send the down and back-up emails. Tick to get tickets and emails.

Click Save, then Test connection to check the address and key. The card shows when it was last tested, whether that worked, and the last problem it met, if any.

The badge at the top of the card reads On, Off or Not connected.

Disconnect removes the address and API key after you confirm. Outages go back to email, and tickets already opened stay in the help desk.