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Hi All,

 

Hoping that someone can offer some advice on this.

I utilise PRTG as a network monitoring tool and have an integration into FreshService so an Alert ticket gets created in FreshService and then an alert rule to create an incident off that.  This was configured as a default following - Integrate PRTG with Freshservice Alert Management : Freshservice

The ‘Monitoring Tool’ integration in FreshService connects to my centralised core PRTG server and all alerts get dropped into one queue and then we manually assign to an appropriate agent group.  These alerts all come from different customers with remote PRTG probes that connect to the core.

I’m trying to find the best way to automate assigning the alerts into the correct agent group based on which customer they come from.  Has anyone done this sort of thing and how was it done?

 

I’m trying to avoid having an integration and alert rule for each different customer if I can avoid it but that seems to be the easiest way that I can find at the moment.

 

Thanks for any assistance or advice :)

Stuart

 

You have to map the customer to the agent in Workflow Automator.

You can use the Workflow Automator. Instead of manually sorting through all alerts, you can set up a system that does it for you.

 

First, identify something in the alert that indicates which customer it belongs to. This could be the PRTG Probe Name, IP Address, or a specific keyword in the alert message. Once you have this, go to Admin > Automation & Productivity > Workflow Automator in Freshservice and create a new workflow.

 

Set the trigger to activate when a new ticket is created. Then, add conditions to check for the customer-specific details. For example, if the probe name matches a certain customer, the system should automatically assign the ticket to the correct agent group. Do this for each customer by adding more conditions and actions.

 

Once set up, the workflow will ensure that alerts from different customers go straight to the right teams without manual intervention. This will save time and help your team respond faster

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