Alert Integrations
NetCrunch can easily integrate alerting with the external service desk, productivity, and messaging systems.
Integration profiles allow you to configure integration actions that can be executed in response to alerts. NetCrunch can automatically send messages and manage the tickets in external systems. Several systems allow two-way integration, which means that NetCrunch can close a pending alert in response to a notification sent from an external system.
From NetCrunch to External Service
Integration Profiles
Several steps need to be completed before NetCrunch can send data to the external system. Each step requires authentication by the API Key created for the application.
Integration Profiles store connection settings for these systems. So before we add an action to the alerting script, we need to open NetCrunch Alerting & Notifications Integrations and add a profile for the system you want to integrate NetCrunch.
We can group these external systems by the type of services provided.
Messaging & Notifications:
- Amazon SNS - send notification via Amazon Simple Notification Service
- Campfire - send a message to Campfire Chatroom,
- IFTTT - send a web request to IFTTT service
- Microsoft Teams - send Microsoft Team Message
- MQTT - publish a message to MQTT Broker
- Pushover - send a notification to devices using Pushover,
- Ryver - send notification via Ryver
- Slack - send notification via Slack
- X - send a tweet or direct message
SMS/Text Messaging:
- Clicatell - Send SMS/text message via Clicatell service
- MessageBird: Send SMS/text message via MessageBird service
- SMSEagle - send SMS/text message via SMSEagle Gateway
Service Desk & Productivity Systems:
- AlertOps - create or close an alert in AlertOps source
- Asana - create, update, or close Asana task
- ConnectWise - create or close the ConnectWise Service Desk ticket
- Freshdesk - create or close Freshdesk ticket
- Freshservice - create or close Freshservice ticket
- JIRA - create or comment on the JIRA Service Desk ticket
- JitBit - create or close JitBit ticket
- LiveAgent - open or resolve LiveAgent ticket
- Mojo Helpdesk - create or close Mojo Helpdesk ticket
- OpsGenie - create or close OpsGenie alert
- PagerDuty - create or resolve PageDuty incident
- Rootly.ai - create or resolve incidents
- ServiceNow - create or close a ServiceNow incident
- Trello - create or update the Trello card
- Zendesk - create or close Zendesk ticket
Adding an Action
Once you have a profile, you can add integration actions to the alerting script. Each action has different options depending on the integration. You can also start by adding actions and creating a profile from the action editor.
servicenow
ServiceNow ITSM
NetCrunch creates an incident in ServiceNow when an alert fires, and adds close notes and resolution details when the alert clears.
When the alert fires, NetCrunch creates an incident using the alert summary as the title and the alert body as the description, then adds a comment carrying the full alert details.
When the alert clears, NetCrunch adds close notes and a close code, and attempts to move the incident to Resolved or Closed.
The profile takes the instance name (for example dev123456), and a username and password for a ServiceNow user with REST API access. Authentication is Basic Authentication, and the user needs the rest_api_explorer role or equivalent, with read and write access to the Incident table.
The action itself takes an Operation — Create Incident or Close Incident — and, for close actions only, a Closing State of Resolved or Closed.
Alert severity maps to ServiceNow impact:
| NetCrunch severity | ServiceNow impact |
|---|---|
| Critical | High (1) |
| Warning | Medium (2) |
| Minor | Low (3) |
| Info | Low (3) |
ServiceNow calculates urgency itself; the integration does not set it.
If your instance enforces state transitions through workflows or business rules, an incident may refuse to move to Resolved or Closed automatically. The close notes and close code are still written, and the action reports that the incident may need closing by hand. This is a ServiceNow configuration matter, not an integration failure.
From External Service to NetCrunch
Several systems allow information to be sent back to NetCrunch when tickets are closed to close the alert from the NetCrunch side. We need to open Settings Alerting & Notifications Integration API Keys to configure back-links to NetCrunch. The configuration is simple: you add a profile for a given system, and then you can copy part of the URL to send data to NetCrunch from an external system.
NetCrunch Web Access must be accessible outside the firewall. We recommend using a reverse proxy from an edge server, as it gives you more flexibility and allows you to use already-issued wildcard certificates. The other option is to install an SSL certificate into the NetCrunch Web Server, which always runs on the latest OpenSSL version.
Supported Systems:
- ConnectWise
- JIRA
- JitBit
- LiveAgent
- OpsGenie
- Pagerduty
- Rootly.ai