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 https://operations-help.atlassian.net/wiki/spaces/OPSHELP/pages/4292784/Integrate+with+PRTG#Map-alert-actions.
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 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 from your PRTG account settings
Passhash: The passhash from your PRTG account settings
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
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.
Authenticate via JEC (for on-premise PRTG)
Jira Edge Connector (abbreviated as JEC) is a prerequisite for configuring the outgoing authentication of PRTG integration. You can combinedly use JEC and PRTG scripts to update alerts on PRTG. With this setup, you can deploy your own script, modify the ones provided, or run customized actions on PRTG.
STEP 1. Download and install the PRTG package from this repository.
STEP 2: Configure the PRTG integration for JEC
In Jira Service Management, go to the integration configuration page.
Expand the Outgoing section.
Select the Authenticate with Jira Edge Connector only check box.
You can make the other configuration through the integration configuration page or the JEC configuration file, config.json. The configuration set through the integration configuration page takes precedence over what’s in config.json.
STEP 3: 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, config.json (found at /home/jsm/jec/conf).
Configuration parameters
apiKey – The API key you copied while adding the integration in Jira Service Management
prtgUrl – The PRTG URL with a subdomain in it. Example: https://jsm.my-prtg.com
username – The PRTG API username under Account Settings in PRTG
passhash – The PRTG API passhash under Account Settings in PRTG
The downloaded package includes the JEC utility (found in /usr/local/bin) and the script that JEC needs to run (found in /home/jsm/jec/scripts). Be sure to run JEC after configuring it.
Learn more about running JEC documentation.
Troubleshoot issues
If you have an older setup of the integration and want to make it work bidirectionally, add
sensorId, {{sensorId}}key-value pair to alert properties in your PRTG Integration configuration.If you are having trouble sending execute actions to Jira Service Management, enable Send SNI.
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