Mobile alerting with tracking & escalation for Jira Software
Why SIGNL4
Jira Software is an issue tracking product developed by Atlassian. Jira offers a REST API for integration capabilities. When you create a new issue in Jira you can configure to trigger an alert across your mobile SIGNL4 team. However, it would be great to update the issue in Jira when the alert has been acknowledged in SIGNL4… Do not worry. We went ahead and created a two-way integration solution for this.
How it Works
Trigger an HTTP request via custom conditions in Jira Software. Additionally configure SIGNL4 to interact with a PHP script and update events back in Jira.
Integration Capabilities
- IT staff is alerted via mobile push, text and voice
- Staff can acknowledge and take ownership for critical events that occur
- Alerts are escalated in case of no response
- Communicate within an alert to address a particular problem
- Inbound HTTP webhook or email establishes connection from Jira Software to a SIGNL4 team
- SIGNL4 then updates the issue in Jira Software when the issue has been acknowledged by a mobile SIGNL4 user
- On-call scheduling to alert the right people at the right time
Scenarios
- DevOps
- IT Monitoring
- Service Requests
Tickets and Incidents are sent to SIGNL4
Event categorization, routing and automated delivery
Persistent Notifications by push, text and voice call with Tracking, Escalation and Confirmation to Staff on Duty
HOW TO INTEGRATE
For sending acknowledgement information back to Jira we need to match the Jira ID with the ID of SIGNL4. This is how it works with a simple PHP script.
PHP Script: https://github.com/signl4/signl4-integration-jira
The PHP script is attached above. You need to add your Jira credentials here in order to be able to use the REST API.
You can either use your own Web server or try out a service like heroku.com.
Jira -> PHP Script
When a Jira issue is created you trigger a webhook to be sent to the URL where your PHP scrips is running. You can configure this easily in the webhook section in the Jira settings.
PHP -> SIGNL4
Upon receiving the Jira issue information the PHP script will send an HTTP request to SIGNL4 in order to trigger the alert. The PHP script will pass the Jira issue ID (along with some additional information) to SIGNL4 in the external ID field (X-S4-ExternalID). This is used as a reference in order to match it later. As a response the PHP script will get the event ID of the SIGNL4 event.
SIGNL4 -> PHP
In the SIGNL4 portal you configure the outbound webhook that will be called when a user acknowledges an alert in SIGNL4. You can do so under Developer -> Webhooks.
The PHP script will receive the acknowledgement request where the SIGNL4 original external ID (X-S4-ExternalID) is contained again. It contains the corresponding Jira issue ID and then sends back the update request to Jira.
PHP -> Jira
In Jira the issue is then updates accordingly.
The above example is quite straight forward and additional functionality like matching users, supporting annotations, etc. is possible.
ALERT OPTIMIZATION
SIGNL4 can further increase the visibility of alerts through its Signals and Services section. Augmenting the color and icon of alerts will provide more relevant information at a glance without having to open the alert.
Change alert color and override title + text
Override text, colors and titles are triggered by keywords set within the mobile app.