Site24x7 Integration

Site24x7 Integration

Site24x7 is a cloud-based all-in-one monitoring tool that helps DevOps and IT teams monitor the uptime and performance of all aspects of IT infrastructures including websites, virtual and on-premises servers, network devices, and applications.

The tool also provides AI-powered insights and in-depth performance reports with instant alerting systems to ensure users are always updated on the performance of their IT resources.

Integrating Site 24X7  with ServiceDesk Plus MSP Cloud enables administrators manage DevOps and ITOM operations from help desk software.
  1. Alarms raised in Site 24X7 can be logged and managed from ServiceDesk Plus MSP Cloud.
  2. ServiceDesk Plus MSP Cloud technicians can manage the inventory in Site 24X7 as Configuration Items (CIs) under CMDB.
  3. The dependencies in the IT infrastructure managed in Site24X7 can be imported as relationships in ServiceDesk Plus MSP Cloud CMDB.
Note: Requests and CIs are created under default customers in ServiceDesk Plus MSP Cloud.
 

Prerequisites   

  1. The integration of Site24x7 with ServiceDesk Plus MSP Cloud requires Zoho Single Sign-On for accessing accounts.
  2. The user must have accounts in both ServiceDesk Plus MSP Cloud and Site24x7.
    1. Super Admin or Admin role in Zoho Organization account.
    2. Any technician role in ServiceDesk Plus MSP Cloud.

Configuration   

Log into Site24x7 and navigate to Admin > General Settings > Third-Party Integrations. Locate the ServiceDesk Plus Cloud card and click Integrate Now.
 
Fields
Description
Request Subject
Customize the subject line of the incident with Site24x7 parameters using $ tags. To know more, click here.
ServiceDesk Plus Cloud Portals
Select the ServiceDesk Plus MSP Cloud instance where the requests and Site 24X7 inventory must be synced.
Receive Alert As
Choose the format in which you want to receive alerts in ServiceDesk Plus MSP Cloud:

Incident: Unplanned disruption or service failure that must be resolved to restore normal operation.
Do Not Notify: All fields related to alerts will be hidden.
Template Name
Provide the template name to be used from ServiceDesk Plus MSP Cloud while logging requests from Site24X7. If no template name is specified, the default template will be used.
Request Creation Mode
Choose one of the following options.
  1. Automatic: Requests will be raised in ServiceDesk Plus MSP Cloud automatically based on configured status.
  1. Manual: Requests will be raised in ServiceDesk Plus MSP Cloud after the Operator invokes Create Request link under the Monitor Summary Dashboard or the RCA page.
Select Integration Level
Choose one of the following options.
  1. Monitors: Raise tickets only for alerts for specific monitors.
  1. Tags: Raise tickets for alerts from monitors or monitor groups associated with specific tags.
  1. Monitor Groups: Raise tickets for alerts from selected monitor groups.
  1. All Monitors: Raise tickets for alerts from all monitors.
Info
Use the drop-down menu to select the specific monitors or tags when Monitors or Tags are chosen as the integration level.
Remotely Manage Incident in ServiceDesk Plus Cloud When My Monitor Status Changes to Up
To manage incidents in ServiceDesk Plus MSP Cloud remotely, select your preferred option.
  1. Resolve Incident: The incident will be resolved automatically when the monitor status changes to Up.
  1. Close Incident: The incident will be closed automatically when the monitor status changes to Up.
 
Trigger alerts for monitor status change
Choose monitor statuses for which the incident request must be logged.
Manually close incidents when my monitor changes to Up status
Use the Yes/No toggle to enable or disable manual closure of tickets.

Advanced Configuration:

Fields
Description
Enable CMDB Integration
Integrate the inventory details from Site 24X7 to track your devices from ServiceDesk Plus MSP Cloud CMDB module. The inventory will be imported as CIs to the CMDB module and updated periodically.
Select Integration Level
Choose one of the following options.
  1. All Monitor Types: Import all monitor inventories as CIs into ServiceDesk Plus MSP Cloud CMDB.
  1. Select Monitor Types: Import only specific monitors as CIs into ServiceDesk Plus MSP Cloud CMDB.
Associate CIs with SDP Incident
Choose Yes to associate the CIs with incident tickets. This will happen only if the CI field is available in the ServiceDesk Plus MSP Cloud ticket template.
Action to be performed on Monitor Suspension
Manage suspended monitors in ServiceDesk Plus MSP Cloud using the following options:
  1. None: Select this option if you wish to retain the suspended monitors without making any changes.
  1. Delete: Select this option to remove suspended monitors from the system.
  1. Upload JSON Mapper File
Upload JSON mapper file in the format shown in the sample.
 
Info
This JSON file maps ServiceDesk Plus MSP Cloud's tables and fields with Site24x7's CI fields. 

 
Info
Default tables and fields are identified and filled. You can also modify and customize it according to your needs. 
 
Click Save and Test or Save.

 
 

Log Site 24X7 Alarms as Requests     

Integration of Site24x7 allows you to log incident requests in ServiceDesk Plus MSP Cloud for the alerts created in Site24x7. This integration supports the synchronization of ServiceDesk Plus MSP Cloud requests with Site24x7 alerts. For example, the ticket will be automatically closed when the Down/Trouble monitor turns up.

Manage Requests   

After integration, you can view the tickets raised in Site24x7 under the request list view in ServiceDesk Plus MSP Cloud. You can assign technicians manually or automatically depending on the configurations.
The requests status will change based on the Site24x7 Alert status as discussed below.
 
Site24x7 Alert Status
Service Desk Plus MSP Cloud Status
Down
Alert triggers request creation in ServiceDesk Plus MSP Cloud. This is controlled by the request creation mode settings.
Trouble
Alert triggers request creation in ServiceDesk Plus MSP Cloud. This is controlled by the request creation mode settings.
Trouble monitor turns Down
Trouble alert triggers request creation in ServiceDesk Plus MSP Cloud.
If the same monitor turns down; no new request will be created separately for the down status instead, a comment will be added to the same request.
Down/Trouble monitor turns Up
Request is automatically closed in ServiceDesk Plus MSP Cloud. The downtime details are added as a description to the request.
Down/Trouble monitor is suspended
Request remains open in ServiceDesk Plus MSP Cloud, until the suspended state of the monitor is revoked.
  

Manage Site 24X7 Inventory as Configuration Items    

After enabling CMDB integration, Site 24X7 will import the inventory details to ServiceDesk Plus MSP Cloud CMDB module. By syncing your inventory as CIs in CMDB, you can track all CIs in your IT infrastructure and predict the impact of CIs on your business, in the event of major incidents.
To access the inventory details from ServiceDesk Plus MSP Cloud, go to CMDB tab. Here, CI types are created in CMDB based on the monitor types in Site 24x7 and the CIs are synced accordingly. The imported devices will be indicated with icon.


Info
 See also: Devices and fields currently imported from Site 24X7 to ServiceDesk Plus MSP Cloud CMDB 

Relationship Sync   

Site24x7 sync its monitors as CIs and dependencies as relationships in ServiceDesk Plus MSP Cloud CMDB. This provides a comprehensive view of the entire IT infrastructure, including hardware, software, configurations, and dependencies.
The relationship sync between Site24X7 - ServiceDesk Plus MSP Cloud CMDB helps technicians understand how various components relate to each other and their impact on services.
Info
The relationship type Connected to - Connected to is used to denote the relationship between the CIs.  

Service Maps    

Service maps provide a visual representation of the complex application architecture in an organization. This gives complete visibility into the multiple services in your application, making it easier for the IT admin/technician to identify, troubleshoot, and resolve issues.

After a service map is generated, the dependency details between components are synced to ServiceDesk Plus MSP Cloud CMDB as relationships.

A real-time example: Consider a scenario where there is a sudden spike in the overall application response time. It will be time-consuming to troubleshoot which component in the application caused the spike. From the CMDB's clear topology of the application architecture, you can analyze the application's dependencies and identify issues. Furthermore, you can jump to Site24x7, drill down into the operational status of every component, and resolve any problematic elements.

Supported APM Insight Agents: Java, .NET, PHP, Node.js, Python, Ruby.

Service Map in Site24X7

 
Service Map in ServiceDesk Plus MSP Cloud CMDB
 

Layer2 Map   

Layer 2, defined as the data link layer, discovers port-to-port connections and linking properties. In Site 24X7, you can visualize network devices and their connections in a single window, irrespective of their locations. This includes a detailed map of all the interfaces, nodes, interconnected layers, and port-to-port connectivity. With Layer2 maps, you can quickly identify devices that require attention before an issue becomes critical.

To start discovering your layer2 devices,
  1. In Site 24X7, go to Network on the side panel.
  2. Select Layer2 Maps.
After a layer2 map is generated, the relationships (i.e. the connection and dependency details) between devices are synced to ServiceDesk Plus MSP Cloud CMDB. This allows IT admins to visualize the IT infrastructure along with the interrelation between the CIs.

The layer2 map data is added over the relevant CIs under their relationship map.

Layer2 Map in Site24X7

Layer2 Map in ServiceDesk Plus MSP Cloud CMDB
 

Infrastructure Map    

You can manually create a logical schematic of resources/monitors in your organization as an infrastructure map in Site 24X7. Infrastructure maps renders a visualization of devices, hosts, and their interlinkages.
To create a map of your infrastructure topology,
  1. In Site 24X7, go Home > Dashboards > Infrastructure Maps.
  2. Click Create New.
  3. In the Infrastructure Map Editor view, select a background and add monitors to the from the left pane.
  4. Draw a line to add interlinkages between the monitors.
  5. Click Done Customizing.
After an infrastructure map is saved, the interlinks (i.e. the connection and dependency details) between resources/monitors are synced to ServiceDesk Plus MSP Cloud CMDB. This allows IT admins to visualize the IT infrastructure along with the interrelation between the CIs and obtain an accurate status of the devices for faster troubleshooting.
The infrastructure data is added over the relevant CIs under their relationship map.

Infrastructure Map in Site24X7

Infrastructure Map in ServiceDesk Plus MSP Cloud CMDB

Parent-Child Relationships    

In addition to devices, hierarchical relationships between the following devices are also imported to ServiceDesk Plus MSP Cloud:
  1. IIS and Server
  2. MSSQL and Server
  3. Server and CPU Core
  4. Server and Server Disk
Info
  We can select monitor types that need to be created as CI while configuring the integration. 
 
 

Devices Imported to ServiceDesk Plus MSP Cloud CMDB   

The following monitor types are synced from Site 24X7 to ServiceDesk Plus MSP Cloud CMDB:
  1. Application Load Balancer
  2. EC2 Instance
  3. Elastic File System
  4. Classic Load Balancer
  5. Network Load Balancer
  6. RDS Instance
  7. Web Application Firewall
  8. Azure Virtual Machine
  9. Azure Disk
  10. Azure App Service
  11. Azure Network Interface
  12. Windows & Linux
  13. Wireless (Wi-Fi devices)
  14. Power Distribution Unit
  15. Router
  16. Switch
  17. Custom Device
  18. Printer
  19. Storage
  20. Load Balancer
  21. UPS
  22. WAN Accelerator
  23. Firewall
  24. ACM
  25. AGENTLESSSERVER
  26. AMAZON
  27. AMQ
  28. AMQNC
  29. AMQQUEUE
  30. AMQTOPIC
  31. APIGATEWAY-RESOURCE
  32. APIGATEWAY-ROUTE
  33. APIGATEWAY-STAGE
  34. APPLN-LOADBALANCER
  35. APPSTREAM
  36. APPSYNC
  37. AWS-BACKUP
  38. AWS-BACKUP-RESOURCE
  39. AWS-BACKUP-VAULT
  40. AWS-BACKUP-VAULT-RESOURCE
  41. AWS-REGION
  42. AWSBATCH
  43. AWSBATCH-QUEUE
  44. AWSHEALTH
  45. AZURE-APPCONFIGURATION
  46. AZURE-AUTOMATION
  47. AZURE-BASTION
  48. AZURE-CLOUDSERVICE
  49. AZURE-CONTAINERAPP
  50. AZURE-CONTINUOUSWEBJOB
  51. AZURE-COSMOSDBFORPOSTGRESQLCLUSTER
  52. AZURE-DATAEXPLORERCLUSTER
  53. AZURE-DISKS
  54. AZURE-FABRICCLUSTER
  55. AZURE-FLEXIBLEMYSQL
  56. AZURE-FLEXIBLEPOSTGRESQL
  57. AZURE-FUNCTIONAPP
  58. AZURE-GRAFANA
  59. AZURE-HOSTPOOL
  60. AZURE-INSIGHTCOMPONENTS
  61. AZURE-LOADBALANCER
  62. AZURE-LOGANALYTICS
  63. AZURE-NATGATEWAY
  64. AZURE-NETAPPACCOUNTVOLUME
  65. AZURE-NWINTERFACE
  66. AZURE-PUBLICIP
  67. AZURE-PUBSUB
  68. AZURE-REDIS
  69. AZURE-SBQUEUE
  70. AZURE-SERVICEBUSTOPICS
  71. AZURE-SITES
  72. AZURE-SPRINGAPPS
  73. AZURE-SQLDATABASE
  74. AZURE-SQLSERVER
  75. AZURE-STORAGE
  76. AZURE-STORAGE-BLOB
  77. AZURE-STORAGE-FILE
  78. AZURE-STORAGE-QUEUE
  79. AZURE-STORAGE-TABLE
  80. AZURE-STREAMINGJOBS
  81. AZURE-TRIGGEREDWEBJOB
  82. AZURE-VAULT
  83. AZURE-VNET
  84. AZURE-VNETGATEWAY
  85. AZURE-WORKFLOW
  86. BRANDREPUTATION
  87. CLOUDFRONT
  88. CLOUDSEARCH
  89. CONNECTIONSERVER
  90. DATASTORE
  91. DATASTORE_SNAPSHOTS
  92. DBINSIGHT
  93. DDBCLUSTER
  94. DDBGLOBAL
  95. DDBINSTANCE
  96. DIRECTCONNECT
  97. DIRECTCONNECTVI
  98. DMSINSTANCE
  99. DMSTASK
  100. DOCKER
  101. DYNAMODB
  102. EBS_SNAPSHOT
  103. EBSENVIRONMENT
  104. EBSVOLUME_AVAIL
  105. EC-MEM-NODE
  106. EC-MEMCACHED
  107. EC-REDIS
  108. EC2_CWAGENT
  109. EC2AUTOSCALING
  110. EC2INSTANCE
  111. ECSCLUSTER
  112. ECSCLUSTERSERVICE
  113. EFS
  114. EKSCLUSTER
  115. EKSNAMESPACE
  116. EKSNODE
  117. ELASTIC-IP-ADDRESS
  118. EMR
  119. ESD
  120. ESDNODE
  121. FSX
  122. GATEWAY-LOADBALANCER
  123. GUARD-DUTY
  124. HORIZONVIEW
  125. HYPERV
  126. IISSERVER
  127. INSPECTOR
  128. KINESIS-ANALYTICS
  129. KINESIS-DATA
  130. KINESIS-FIREHOSE
  131. KINESIS-VIDEO
  132. KMS
  133. KUBERNETES
  134. KUBERNETES_CONFIGMAPS
  135. KUBERNETES_DAEMONSETS
  136. KUBERNETES_DEPLOYMENTS
  137. KUBERNETES_ENDPOINTS
  138. KUBERNETES_HPA
  139. KUBERNETES_INGRESS
  140. KUBERNETES_JOB
  141. KUBERNETES_NODE
  142. KUBERNETES_POD
  143. KUBERNETES_PV
  144. KUBERNETES_PVC
  145. KUBERNETES_REPLICASETS
  146. KUBERNETES_SERVICES
  147. KUBERNETES_STATEFULSET
  148. LAMBDA-EDGE
  149. LAMBDAFUNCTION
  150. LIGHTSAIL-DATABASE
  151. LIGHTSAIL-INSTANCE
  152. LIGHTSAIL-LB
  153. LOADBALANCER
  154. MERAKIGATEWAY
  155. MERAKIORG
  156. MERAKIRADIO
  157. MERAKISECURITY
  158. MERAKISWITCH
  159. MERAKIVISION
  160. MERAKIVMX
  161. METRICS
  162. MSEXCHANGE
  163. MYSQLDB
  164. MYSQLMGM_NODE
  165. MYSQLNDB
  166. MYSQLNDB_NODE
  167. NCM
  168. NEPTUNE-CLUSTER
  169. NEPTUNE-INSTANCE
  170. NETFLOWDEVICE
  171. NETWORK-LOADBALANCER
  172. NETWORKDEVICE
  173. NUTANIX_CLUSTER
  174. NUTANIX_HOST
  175. NUTANIX_STORAGECONTAINER
  176. NUTANIX_VM
  177. PROBE
  178. PROCSTAT
  179. R53_HEALTHCHECK
  180. R53_HOSTEDZONE
  181. R53_RECORDSET
  182. R53_RESOLVER
  183. RBL
  184. RDSINSTANCE
  185. REDIS
  186. REDSHIFT-CLUSTER
  187. REDSHIFT-NODE
  188. S3BUCKET
  189. S3ENDPOINT
  190. S3FOLDER
  191. SECRET-MANAGER
  192. SECRET-MANAGER-REGIONAL
  193. SERVER
  194. SERVER_CONTAINER
  195. SERVERFARMS
  196. SES
  197. SFTP
  198. SGFILE
  199. SGVOLUME
  200. SKYPE
  201. SMARTDISK
  202. SNSTOPIC
  203. SQLSERVER
  204. SQS
  205. SSM-REGIONAL
  206. STEPFUNCTION
  207. STORAGEGATEWAY
  208. TGWATTACHMENT
  209. TRANSITGATEWAY
  210. VCENTER
  211. VCENTERCLUSTER
  212. VCENTERDC
  213. VMWARE_RESOURCEPOOL
  214. VMWARECLUSTER
  215. VMWAREESX
  216. VMWAREESX_HARDWARE
  217. VMWAREVM
  218. VPC-VPN
  219. VPC_NATGATEWAY
  220. WAF
  221. WEBSITEDEFACEMENT
  222. WINBACKUP
  223. WINDOWSCLUSTER
  224. WORKSPACE
  225. ZOOKEEPER
 

Fields Imported from Site 24X7 to ServiceDesk Plus MSP Cloud CMDB   

Currently, the following data are imported to ServiceDesk Plus MSP Cloud CMDB:

Service Types

Monitor Types

Fields Imported

AWS

Application Load Balancer

  • DNS Name

  • VPC ID

  • Hosted Zone ID

  • Availability Zone

  • Security Group

  • Region

EC2 Instance

  • Instance ID

  • Autoscaling Group

  • Instance Type

  • Instance State

  • Availability Zone

  • VPC ID

  • Region

  • vCPU

  • Memory

  • Security Group

Elastic File System

  • Performance Mode

  • Created Time

  • File System ID

  • Name

  • State

  • Region

Classic Load Balancer

  • DNS Name

  • VPC ID

  • Hosted Zone ID

  • Interval

  • Availability Zone

  • Security Groups

  • Region

Network Load Balancer

  • DNS Name

  • VPC ID

  • Hosted Zone ID

  • Availability Zone

  • Region

RDS Instance

  • DB Instance ID

  • DB Instance Type

  • DB Engine Name

  • Instance State

  • Availability Zone

  • Engine Mode

  • Region

  • DB Name

  • Master Username

  • DB Engine Version

  • vCPU

  • Memory

  • Security Group

  • Allocated Storage

  • Storage Type

Web Application Firewall

  • Web ACL Id

  • Web ACL Name

  • Version

  • Region

Azure

Azure Virtual Machine

  • OS Disk Name

  • VM Size

  • OS Storage Account Type

  • OS Disk Id

  • OS Disk Caching

  • Resources Count

  • Data Disks Count

Azure Disk

  • Account Type

  • Disk IOPS Limit

  • Disk Size in GB

  • Disk State

  • Throughput

  • LUN Number

Azure App Service

  • Server Farm ID

  • Number of Workers

  • Net Framework Version

  • PHP Version

  • Python Version

  • Node Version

  • PowerShell Version

  • Linux FX Version

  • Windows FX Version

  • Deployment ID

  • SKU

  • Custom Domain Verification ID

  • Kind

  • State

Azure Network Interface

  • Enable IP Forwarding

  • VNet Encryption Supported

  • Enable Accelerated Networking

  • Network Security Group

  • NIC Type

  • MAC Address

  • IP Configurations

  • DNS Servers

Server Monitor

Windows & Linux

  • Hostname

  • IP Address

  • Operating System

  • OS Architecture

  • RAM Size

  • CPU Cores

  • CPU Processor

  • Domain Name

  • Time Zone

  • Kernel Version

  • BIOS Vendor

  • Manufacturer

  • BIOS Version

Network Devices

Wireless (WiFi devices)

  • Polling Interval

  • System Name

  • Vendor Name

  • Device Name

  • Community

  • System Description

  • Manufacturer

  • Serial Number

  • Model

  • Firmware Version

  • Software Version

Power Distribution Unit

Router

Switch

Custom Device

Printer

Storage

Load Balancer

UPS

WAN Accelerator

Firewall

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