Forums/Documentation/Setting up integrations

Panorama9 - IT Monitoring, Asset Management, and more!

Eric Shen
posted this on May 29, 2012 13:23

Overview

Panorama9 provides you with a multi-faceted dashboard that assists with all of your IT needs, including items such as asset management, system monitoring and alerts, ability to track your IT policies, system patch management and more.  Replace multiple tools with one, easy to use, comprehensive solution that Panorama9 provides.

With the Zendesk integration, issues detected by Panorama9 can create Zendesk tickets, so you can easily manage who handles a case and track its progress. You may apply all the ticket management tools that Zendesk offers to each type detected issue a system may have, giving you complete control over the processing of an issue. The Zendesk ticket will continually be updated with new information about an issue when Panorama9 detects changes.

Furthermore you can configure Panorama9 to update a ticket with detailed information about a user's computer when a support ticket is sent from a machine with the Panorama9 agent installed. This way, you have all the information available about a machine when trying to troubleshoot and fix a problem with a user's machine.

The Zendesk integration may also be used as an addition to any of the Panorama9 notification abilities or be fully integrated so any escalations or notifications are completely handled within Zendesk.  Antivirus not installed on a machine?  Automatically have Panorama9 create a ticket for follow up by your IT team.  Need to request more memory on your laptop?  Submit a ticket and the hardware details about the machine the ticket is submitted from can be automatically attached to the ticket as a private comment.  


Getting started

Before configuring Panorama9 you must enable "Token Access" in Zendesk.

To do so, first log into Zendesk with an account that has administrator level credentials.  You will find "Token Access" under "Settings" -> "Channels" -> "API".  Click "edit" and enable "Token Access" by checking the box and copy the displayed API token somewhere you will have easy access to(you'll need this later when configuring Panorama9).

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Enabling the Zendesk integration in Panorama9

Integration with Zendesk requires you to enable the "Zendesk extension" in Panorama9.  Once logged into Panorama9, navigate to "Manage" -> "Extensions" -> "Zendesk"

Fill in the required information below and click "Save"

  • Account name: Your Zendesk subdomain registered when you sign up for Zendesk (ie https://myaccount.zendesk.com).  Only enter the subdomain, not the full URL (ie "myaccount" in the previous example).
  • User name: A valid Zendesk user account with the ability to create tickets.
  • API token:  Your Zendesk API token.  See above for information about where to find this in Zendesk.
  • Requester name:  The name that will be the creator of the Zendesk ticket when Panorama9 detects an issue. To make it easy to search, view and set triggers/rules for each ticket created by Panorama9 it's suggested that you use a distinctive name, e.g. “Panorama9”.
  • Requester email:  The email address for the above requester name.
  • User message to ticket:  Enable this and any "User messages" sent through the Panorama9 agent's tray icon will result in creation of a Zendesk ticket.
  • Access token for Zendesk: Used to authenticate Zendesk to access Panorama9 information and update tickets created from outside Panorama9, e.g. via email.
  • URL target:  URL string used for a Zendesk target.  Copy the URL string and keep it handy.  This will be used later on in the setup.

Once the above is filled out, make sure that you test if the connection to Zendesk is working by clicking the "Test" button. If the test fails, verify the enter information entered and retry the connection test. Once the Zendesk extension is enabled and working you're ready to proceed with the rest of the integration.

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Creating Zendesk tickets from issues detected by Panorama9

Panorama9 will detect any issues within your IT environment and through the Zendesk integration you can quickly and fully control who should be notified and manage case escalation. Detected issues can be created as Zendesk tickets allowing you to fully control and track progress.

Once you've enabled the Zendesk extension, you can set up events through the Panorama9 notification settings based off of which type of detected issues in Panorama9 should result in a new Zendesk ticket being created.  Need to see if a machine is low on disk space?  Antivirus not installed?  Machine not reachable?  Configure notifications for any of these issues to trigger the creation of a Zendesk ticket and follow up with them quickly and easily.  

To do so, navigate to "Issues"->"Notifications" in Panorama9 and create a new notification by clicking on the "+" under the "Notifications" panel.  Fill out the following fields to create a new notification.

  • Name:  Description of the notification you are configuring.
  • Email(s):  Email address(es) that should be notified if the event is triggered.
  • Cell phone(s): Phone number that should an SMS should be sent to if the event is triggered.
  • Zendesk extension (optional)
    • Create ticket: Whether or not you wish to enable Zendesk ticket creation from this event.
    • Resolve ticket: Whether or not you wish to have the Zendesk ticket automatically resolve is Panorama9 detects the event has resolved itself.
    • Assign to: Agent the Zendesk ticket should be assigned to if a ticket is created.
  • Conditions (optional): Set date/time periods you want the notifications to activate.
  • Notify about: Panorama9 events that you want to be notified about.

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The Zendesk ticket created by Panorama9 includes detailed information about the detected or resolved issue and provides useful links to the Panorama9 dashboard. You can use this information to create Zendesk triggers/rules that applies different policies to different types of detected issues.

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Information found in the subject field of the created ticket: [P9] device – area > category > issue type.

  • Sample of subject: [P9] server01 - availability > servers > unreachable
    • server01: The computer name of the affected device.  If the Zendesk ticket is regarding an issue that isn't directly related to a device this part is empty, e.g. issues detected when checking your SMTP service.
    • availability: Is the "Area" the issue is related to. It may be any of vulnerability, availability or compliance.
    • servers: Is the "Category" the issue is related to. It may be any of the categories each Area covers.
    • unreachable: The "Issue" type. It may be any of the checks each Category covers.

Detailed information about the device with the detected issue is added to the ticket as a private comment.

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  • The "Device name" experiencing an issue will be clearly visible together with its IPv4 address. Along with the issue description, this should allow for you to quickly take any necessary steps to correct the problem.
  • The URLs for "Issue details", "User details", and "Device details" link to the Panorama9 dashboard and you can use them to get more information about the affected device. Panorama9 credentials are required to access the URL links, so any Zendesk tickets may be distributed or otherwise disclosed to people you wish to inform about detected issues, without giving access to the Panorama9 dashboard.

 

Appending user asset information to submitted Zendesk tickets

When a user submits a support ticket through Zendesk requesting your IT help desk to troubleshoot and fix an issue, Panorama9 can automatically add detailed information about the computer the user is currently using.  By providing information such as the name of computer, IPv4 address, type of OS, and links to the Panorama9 dashboard for further details about a machine, you can help your support agents eliminate the task of gathering this information from a possibly non-technical user.  This will help speed up the resolution time for issues and relieve frustrations on the end-user side as they won't need to find and provide the information that Panorama9 provides.  

To enable that Panorama9 adds information about an user's asset you must create a "Target" in Zendesk that calls Panorama9 upon specific ticket events. Add a "Target" in Zendesk by first logging into Zendesk with an account with administrator credentials.  Navigate to "Settings" -> "Extensions" -> "Targets"->"Add Target" and select "URL target" from the list of available targets.

Required information to configure the Zendesk target:

  • Title: Name your Zendesk target here.  We recommend something simple like "Panorama9".
  • URL:  Copy and paste link from the URL from the Zendesk settings in the Panorama9 Dashboard ("Manage" -> "Extensions" -> "Zendesk").
  • Method: Should be set to "PUT".
  • Attribute Name: Set this to "value".
  • Username: Not required.  Leave blank.
  • Password: Not required.  Leave blank.

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Once a "Target" for Panorama9 has been configured, you must create a Zendesk "Trigger" so tickets that match a defined criteria getsupdated by Panorama9 with the appropriate asset details. Add a "Trigger" in Zendesk by navigating to "Manage"-> "Triggers & Mail notifications" -> "Add trigger".

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Required information to create a Zendesk trigger:

  • Trigger Title:  Give your trigger a name so you can find it easily later.  
  • Conditions:  Set conditions that match the user submitted support tickets which you wish to append asset information to.  This can be anything you wish.  If you wish to have this appended anytime a ticket is created or updated, then you can select the appropriate conditions.  If you want this to be a manual process, then you can have the trigger execute based off a certain tag being present on a ticket such as "Panorama9".
  • Actions: This should be set to "Notify target" and select the "Panorama9" target (or whatever name you gave the target) configured in the step above.
  • Message:  Set this to “{{ticket.id}}:{{ticket.requester.email}}”

Once configured any new support ticket that matches the specified conditions will trigger Panorama9 to lookup what hardware the user is currently using and add information about that device to the ticket as a private comment.

Note:  For this to work the user must be using a computer that has the Panorama9 agent installed.  The integration will try to match the first part of the requester email address with the name of the user in Panorama9.  For example, if the requester email address is myuser@yourdomain.com, Panorama9 will look for a user that looks like LOCAL\myuser.


Setting up Panorama9 User messages to create Zendesk tickets

Computers that has the Panorama9 agent installed can be used to send "User Messages". Through the Panorama9 tray icon the user may select "I need help from IT" and write a text describing the type of issue that requires your help.

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By default Panorama9 will forward "User Messages" to a specified email address, but you can configure the Zendesk extension so a ticket is (also) created. Enabling "User Messages" under "Manage" -> "Extensions" -> "Zendesk" in Panorama9 will activate this piece of the integration.

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In addition to the message text, the ticket will include detailed information about the computer from where the message was sent.

If you've configured Zendesk to trigger a Panorama9 update be sure that you excludes the "User Messages" in your trigger conditions. This to avoid detailed information being added twice. This can be done by adding a condition "Tags" that doesn't contain “P9_user_message” to the trigger set up in the previous step.