Overview
What does the integration offer?
Jira Service Management provides a powerful bidirectional integration with PRTG. When a sensor is down in PRTG, a corresponding Jira Service Management alert is automatically created, containing detailed information. Jira Service Management provides rich notifications with on-call rotations, scheduling features, and alert escalations to ensure the best monitoring management for PRTG customers. As users execute actions on the alerts acknowledged, the sensor information on PRTG is automatically updated according to mapped actions.
How does the integration work?
PRTG to Jira Service Management
When "sensor status down" notification is sent form PRTG, it creates an alert in Jira Service Management.
When "sensor status up" notification is sent from PRTG, the related alert is closed in Jira Service Management.
Jira Service Management to PRTG
If Send Alert Updates Back to PRTG is enabled, actions for PRTG are run in PRTG when the chosen action is run in Jira Service Management for alerts which are created by the PRTG.
The mapping feature is explained in detail in the Action Mapping section.
Set up the integration
PRTG is a bidirectional integration. Setting it up involves the following steps:
Add a PRTG integration in Jira Service Management
Map alert actions
Configure the integration in PRTG
Add PRTG integration
If you're using the Free or Standard plan in Jira Service Management, you can only add this integration from your team’s operations page. To access the feature through Settings (gear icon) > Products (under JIRA SETTINGS) > OPERATIONS, you need to be on Premium or Enterprise plan.
Adding an integration from your team’s operations page makes your team the owner of the integration. This means Jira Service Management assigns the alerts received through this integration to your team only.
To add a PRTG integration in Jira Service Management:
Go to your team’s operations page.
On the left navigation panel, select Integrations and then Add integration.
Run a search and select “PRTG”.
On the next screen, enter a name for the integration.
Optional: Select a team in Assignee team if you want a specific team to receive alerts from the integration.
Select Continue.
The integration is saved at this point.Expand the Steps to configure the integration section and copy the integration URL.
You will use this URL while configuring the integration in PRTG later.Select Turn on integration.
The rules you create for the integration will work only if you turn on the integration.
Map alert actions
You can define action mappings between Jira Service Management actions and PRTG actions (also when the source of the alert is PRTG), which requires additional authentication for your PRTG account.
Select Edit on the configuration page to edit the integration.
Under the Authenticate for sending alert updates to PRTG section, select Authenticate with a PRTG account check box.
Enter values for the following:
Username: The email address you use to log in to your PRTG account
Passhash: The passhash you use to log in to your PRTG account
PRTG URL: The URL of your PRTG login page.
Select Save.
Expand the Outgoing section.
Select Send alert updates back to PRTG check box.
Select alert actions for which you want to send updates back to PRTG.
Every time an action you selected happens, a corresponding sensor is acknowledged in PRTG.
Configure the integration in PRTG
Prerequisite
Jira Edge Connector (abbreviated as JEC) is a prerequisite for configuring the outgoing authentication of PRTG integration. Download the latest version of the PRTG package from this repository.
In PRTG, go to Setup > Account Settings > Notification Templates.
Select Add new notification > Execute HTTP Action.
Paste the URL you copied while adding the integration in Jira Service Management into URL.
Select Send SNI and enter the URL from Step 3 into the domain and subdomain fields of Virtual Host (SNI).
Copy the POST data (from the file linked to, as applicable) and paste it into Postdata.
For PRTG version 16.x.24. and above, use this post data.
For other versions, use this post data.
Select Save.
Integrate via JEC (for on-premise PRTG)
Use JEC and the PRTG script to update alerts on PRTG. With this setup, you can deploy your own script, modify the ones provided, or run customized actions on PRTG.
To use the PRTG integration package, complete the steps in the following section:
1. Download the latest version of PRTG packages from this repository.
2. Install the PRTG package:
3. Configure the integration PRTG integration for JEC.
To use the JEC utility, select Send Via JEC.
Other configurations regarding PRTG can be done either via integration page or JEC configuration file config.json. The configuration via the integration page precedes the configuration file.
4. Configure JEC.
Use JEC and the PRTG script to update alerts on PRTG. To run actions in PRTG, JEC gets the configuration parameters from the configuration file. The configuration file can be found under /home/opsgenie/oec/conf/config.json.
Configuration parameters
apiKey – Copy the API key from the PRTG integration created above.
prtgUrl – PRTG with subdomain on it. Example: https://jsm.my-prtg.com
username – PRTG API Username under Account Settings at PRTG.
passhash – PRTG API Passhash under Account Settings at PRTG.
The package that you downloaded also includes JEC utility which is located under /usr/local/bin and the script that is needed to be run by JEC which is under /home/opsgenie/oec/scripts. After the configuration of JEC is done, you need to run it. To learn more about how to run JEC, you can refer to the Running JEC documentation.
Troubleshooting
Former PRTG Integration users can convert the integration to make it work for bidirectional use by adding sensorId, {{sensorId}} key-value pair to Extra Properties field at your PRTG Integration configuration.
If you are having trouble sending execute actions to Jira Service Management, enable Send SNI and add us.opsgenie.com for US and eu.opsgenie.com for EU.
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