Mobile alerting with tracking & escalation for JitBit
Why SIGNL4
JitBit is a cloud-based (or on-prem) ticketing system. This tool is perfect for call centers and help desk to take incoming calls and log them in the portal. The monitoring dashboard gives a great overview of your setup but where SIGNL4 comes in is at the alerting level. JitBit has many integration methods for connecting to external applications. We will direct tickets to the right people at the right time using the SIGNL4 webhook. With on-call duty scheduling and a tiered escalation to a manager, SIGNL4 ensures that the email will not be lost in a sea of emails.
How it Works
JitBit tickets will be routed upon creation to the SIGNL4 on-call duty team using the team specific webhook.
Integration Capabilities
- Forwards JitBit ticket information to SIGNL4 for mobile alerting
- Uses HTTP POST to connect to your SIGNL4 team
- Staff can acknowledge and take ownership for critical events that occur
- Communicate within an alert to address a problem
- Alerts are escalated in case of no response
- On-call scheduling to alert the right people at the right tim
Scenarios
- Call Center
- Help desk
- Ticket handling
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
In our example we are going to forward JitBit ticket via webhook to the SIGNL4 team. This will alert all team members on duty via Push, SMS and Voice notifications.
SIGNL4 is a mobile alert notification app for powerful alerting, alert management and mobile assignment of work items. Get the app at https://www.signl4.com
Prerequisites
A SIGNL4 (https://www.signl4.com) account
An JitBit (https://www.jitbit.com/) account
In order to not disturb any of the current workflows you may already have setup, we are simply going to add a new rule that will forward JitBit ticket data to the SIGNL4 team upon creation. To do this follow these steps:
1. Access the Administration Tab
2. Click on Automated Rules
3. Click Create
4. Populate the rule as shown in the screenshot
The JSON post should look as follows:
{
“Id”: “#ticketId#”,
“Type”: “#priority#”,
“Source”: “#from#”,
“Message”: “#body#”,
“State”: “#statusId#”
}
Now the next time a ticket is created the priority, from address, body and status will display in the SIGNL4 mobile app. The ticket history will show the automated rule triggering.
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.