Panopta Integration (version 1.1)

The information in this article is the intellectual property of xMatters and is intended only for use with xMatters products by xMatters customers and their employees. Further, this intellectual property is proprietary and must not be reused or resold.

Contents

Introduction

Configure xMatters

Configure Panopta

Test the integration

Troubleshooting

Download resources

Introduction

This article provides installation, configuration, and implementation details when integrating xMatters On-Demand with Panopta.

How it works

Panopta is an advanced website and server monitoring and outage management service that informs users of outages as soon as they occur. 

Coupled with the power of xMatters alerts, the integration:

  • Quickly identifies and notifies the on-call resource on a variety of devices.
  • Allows for voice, SMS, and push messages to users.
  • Allows users to reply with "Accept" and "Escalate" from their device.

When an outage is detected or cleared in Panopta, the server builds an event payload and sends it to the xMatters inbound integration URL configured in the webhook integration.

The integration includes the following inbound integrations: 

Panopta Outage Event handles notifications about outages by notifying a recipient (an individual or a group) defined either in the communication plan's form or in the custom 'target' property of the payload. The latter enables you to specify the recipient(s) directly in Panopta.

  • Email notifications include a link to view the outage details in the browser.
  • Recipients can respond with "Accept", which causes xMatters to stop notifying other users but keeps the event alive, or "Escalate", which causes the integration to escalate the event in xMatters.

Panopta Clear Event terminates all xMatters events associated with a outage and creates an FYI event to notify a recipient or recipients configured in the corresponding plan's form when the outage is cleared in Panopta.

  • Alternatively, the recipient can be configured as 'target' custom attribute in the payload. The target's value can be a single string - the username of an xMatters user or the name of an xMatters group - or an array of names.

NOTE: By default, the response callbacks are disabled for both forms. 

Download the integration package

To begin, download the communication plan attached to this article; it contains everything needed for this integration. You do NOT need to extract the contents.

Configure xMatters

The first step in setting up your integration is to configure xMatters.

Set up an integration user

This integration requires a user who can authenticate REST web service calls when working with events – these permissions are provided by the "REST Web Service User" role in xMatters.

For Free and Trial customers, your system has an "Integration User" already configured with the REST Web Service User role, so you don't need to burn up an extra user from your limited supply. Make sure you've changed this user's password from the default, then you're good to go.

For everyone else, we recommend you create a user specifically for this integration because this user appears as the initiator or submitter of events from the integration (in messages, the Communication Center, event reports, etc.). Give this user the "REST Web Service User" role and a profile that lets you easily identify the user as specific to the integration – for example:

  • User ID: panopta
  • First name: Panopta
  • Last name: Integration

Note: Make sure you keep the user ID and password of this user handy. You'll need them when configuring other parts of this integration.

Create users and groups that will receive notifications

The integration notifies the group or user defined as a recipient in the communication plan's forms or as the 'target' property in the payload. If the recipient is not defined, and the 'target' property is missing, the xMatters event will not be created. 

For more information about creating users and devices in xMatters, refer to the xMatters On-Demand help.

Import the communication plan

The next step is to import the communication plan.

To import the communication plan:

  1. In the target xMatters system, on the Developer tab, click Import Plan.
  2. Click Choose File, and then locate the downloaded communication plan (.zip file).
  3. Click Import Plan.
  4. Click the Edit drop-down list for the plan, and select Access Permissions.
  5. Add the integration user, and then click Save Changes.
  6. In the Edit drop-down list, select Forms.
  7. For the Panopta Outage form, in the Web Service drop-down list, click Sender Permissions.
  8. Enter the integration user, and then click Save Changes.
  9. Click Edit beside the Panopta Outage form, and then select Layout.
  10. In the Recipients area, specify a recipient (a user or a group) for events, and then click Save Changes.
  11. Repeat steps 6-10 for the Panopta Clear form.

Configure inbound integrations

You need to update each of the inbound integrations to use URL authentication, and retrieve the URLs to configure Panopta. 

To configure an inbound integration and retrieve its URL:

  1. In the Integration Builder, expand the list of inbound integrations.
  2. Click the name of the integration to view its details.
  3. Scroll down to How to trigger the integration at the bottom of the page, and select the integration user as the authenticating user (make sure the authentication method is set to URL authentication). The URL trigger is updated to reflect the new user.
    • To be able to select the integration user, you need to be a supervisor of that user and the user needs to be assigned to the REST Web Services role.
  4. Click Copy beside the Trigger field:

CopyURL.jpg

Once you have retrieved the URLs, you can log the integration user out of xMatters.

Configure Panopta

Now that you've configured xMatters, you can configure Panopta to integrate with xMatters. The following sections require you to log into Panopta and access the Configuration page.

Add Webhook 

Panopta uses the Webhook integration to initiate the web service calls when outages are detected or cleared. 

To configure a Webhook for xMatters, open the CONFIGURATION menu item, and then click INTEGRATIONS. In the APPLICATION INTEGRATION section of the SUPPORTED INTEGRATIONS tab and click the Install button for the Webhook integration:

On the Webhook configuration page, in the Label field, type xMatters. On the OUTAGE WEBHOOK tab, in the Request method list, select POST, and then paste the URL for the Panopta Outage Event inbound integration in the Postback URL field.

Leave the HTTP Headers and authentication fields blank, select Raw Payload as the Payload Type, and then paste the following code in the Raw Payload field:

{
"fqdn":"$fqdn",
"name":"$name",
"timestamp": "$timestamp",
"event":"$event",
"services": "$services",
"resource":"$resource",
"items":"$items",
"reasons":"$reasons",
"duration": "$duration",
"tags":"$tags",
"server_key":"$server_key",
"partner_server_id":"$partner_server_id",
"item_type":"$item_type",
"alert_label":"$alert_label",
"target":null
}

If you only want to receive Outage notifications, click "Create Webhook Notification" button now. If you want to also receive FYI notifications when an outage is cleared, continue with the next section.

Clear Event Notifications

To enable FYI notifications when an outage is cleared, click the CLEAR WEBHOOK tab, clear the Same as Outage option, and then repeat the steps outlined above, using the Panopta Clear Event inbound integration's URL as the Postback URL.

Once you are finished, click the Create Webhook Notification button.

Once the integration is configured, you can add it to the Notification Schedule of your choice. Should you need to update the integration, it can be accessed on the CONFIGURED CONFIGURATIONS tab.

Test the integration

To test the integration, you can use the Outage Simulator provided by Panopta. Choose any server associated with a Notification Schedule that includes the integration call, and click the Outage Simulator button. (It may take a minute or two for the integration to be called.)

Panopta-NewNotification.pngPanopta-Responses.png

You can monitor the progress in Panopta on the OUTAGE LOG tab:

Troubleshooting

There are several places you can inspect when troubleshooting why an event doesn't seem to make it over to xMatters. 

Inbound to xMatters

The first place to look is the Integration Builder Activity Stream. While on the Integration Builder tab, expand the Inbound Integrations section, click the gear icon beside the intended integration service, and then click Activity Stream.

The Activity Stream contains the incoming (and for outbound integrations, the outgoing) request, any logging statements as well as the final event creation messages.  

Outbound from xMatters

For the two-way integration from xMatters to Panopta, the primary source of logging is the Integration Builder Activity Stream for that particular integration.  

Download resources

 

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