Send LogicMonitor alerts to xMatters to help you find resolvers faster.

Automatically notify the appropriate on call resources on their preferred device when alert thresholds are met. This integration helps you initiate xMatters notifications for LogicMonitor alerts.

Pre-Requisites

• LogicMonitor (https://www.logicmonitor.com)
  • You must have a collector installed
  • You must have devices added and configured
  • You must add a Custom Property for the device defining the xMatters Group to target.
• xMatters account - If you don't have one, get one!

Files

• LogicMonitor Communication Plan

How it works

Integrating xMatters with LogicMonitor allows you to automatically transfer key LogicMonitor alert data to xMatters alerts and drive workflows forward.

You can configure any alert rule in LogicMonitor to use the xMatters integration. When such a rule fires, it will trigger an API call into the xMatters Inbound Integration specified by this integration. The integration script then parses out the payload and builds an event and passes that to xMatters.

xMatters will update the LogicMonitor notes field throughout the incident life cycle. Because the notes field in LogicMonitor does not allow multiple values, this integration will append additional details with each update.

xMatters will update the notes field when:

• Notifications are created in xMatters.
• A comment is added to xMatters alert.
• A response (Escalate or Acknowledge) is made to the xMatters alert.

When a user responds with Acknowledged, an API call will be made to LogicMonitor to update the notes and mark the alert at Acknowledged.

When an alert is resolved in LogicMonitor the corresponding xMatters alert will be terminated.

When a note is added in xMatters it will be appended to the LogicMonitor Alert Notes field.

Installation

Create an xMatters Integration User

This integration requires a user who can authenticate REST web service calls when injecting events to xMatters.

This user needs to be able to work with events, but does not need to update administrative settings. While you can use the default Company Supervisor role to authenticate REST web service calls, the best method is to create a user specifically for this integration with the "REST Web Service User" role that includes the permissions and capabilities.

Note: If you are installing this integration into an xMatters trial instance, you don't need to create a new user. Instead, locate the "Integration User" sample user that was automatically configured with the REST Web Service User role when your instance was created and assign them a new password. You can then skip ahead to the next section.

To create an integration user:

1. Log in to the target xMatters system.
2. On the Users tab, click the Add New User icon.
3. Enter the appropriate information for your new user. Example User Name LogicMonitor_API_User
4. Assign the user the REST Web Service User role.
5. Click Save.

Make a note of the user name and password that you set; you will need them when configuring other parts of this integration.

Import and Configure the xMatters Communication Plan

The next step is to import the communication plan.

To import the communication plan:

1. In the target xMatters system, on the Developer tab, click Import Plan.

2. Click Browse, and then locate the downloaded communication plan: xMatters LogicMonitor Communication Plan

3. Click Import Plan.

4. Once the communication plan has been imported, click Plan Disabled to enable the plan.

5. In the Edit drop-down list, select Access Permissions.

6. Add the LogicMonitor_API_User or Make the Plan Accessible by All.

7. Save Changes.

8. In the Edit drop-down list, select Forms.

9. For the On-Call Resource Alert form, in the Not Deployed drop-down list, click Enable for Web Service.

10. After you Enable for Web Service, the drop-down list label will change to Web Service.

11. In the Web Service drop-down list, click Sender Permissions.

12. Add the LogicMonitor_API_User you created above, and then click Save Changes.

Set xMatters Constants

There are two constants that must be configured in the LogicMonitor xMatters Communication Plan.

1. In the target xMatters system go to the Developer tab.
2. Beside the LogicMonitor Communication Plan click the Edit drop-down list, select Integration Builder.
3. Click Edit Constants.
4. Set LogicMonitor Access ID. Instructions
5. Set LogicMonitor Access Key. Instructions

LogicMonitor Instructions: LogicMonitor Access ID LogicMonitor API Token

Configure the LogicMonitor Endpoint

This will set the authentication parameters required to make API requests into LogicMonitor.

1. From inside the LogicMonitor Communication Plan go to the Integration Builder tab.
2. Click Edit Endpoints.
3. Click on the LogicMonitor endpoint.
4. Set Base URL. This should be the url of your LogicMonitor environment followed by /santaba/rest. Example: https://company.logicmonitor.com/santaba/rest
5. Set Authorization Type to None.
   • Authentication is done with in each API calls.
6. Save Changes.

Get the xMatters Inbound Integration Endpoint

1. In the Edit drop down list on the LogicMonitor Communication Template Click Integration Builder.
2. On the Integration Builder tab, expand the list of inbound integrations.
3. Click on LogicMonitor Alerts.
4. Ensure URL Authentication is set.
5. In the How to trigger this integration section, set the Authentication User to LogicMonitor_API_User.

You must supervise this user and it must have a Web Service User Role. If you cannot select the LogicMonitor_API_User if it because you do not supervise that user or they do not have the REST Web Service User role.

6. Copy the URL listed under the Trigger section.

   • We will need this url when configure the xMatters Integration inside LogicMonitor

Configure LogicMonitor Integration

1. Login to LogicMonitor.

2. Go to Settings.

3. Go to Integrations.

4. Click Add Integration button.

5. Select Custom HTTP Delivery.

6. Click the Import button. Browse for the included LM-xMatters-Integration.json file.

7. Adjust the URL use the xMatters Inbound Integration Endpoint URL copied from LogicMonitor Alert Inbound Integration. Make sure to remove the https:// from the beginning as this was copied from xMatters and should be set in the drop down not the path.

8. A Username and Password are not required for URL Authentication. If you want to use Basic Authentication please enter your username and password.

   xmatters.group is a LogicMonitor Custom Device Property you must include on each device that will be configured to create xMatters alerts. The property can be configured directly on the device or inherited from a parent group. This property defines the Recipient Group to target in xMatters. Add Custom Device Parameters

9. Click Test Alert Delivery and wait for a response.

10. Click Save if the test is successful.

Get LogicMonitor API Token

API tokens are created on a per user basis from the Manage Users Dialog within LogicMonitor. https://www.logicmonitor.com/support/settings/users-and-roles/users/#apitokens

After adding a LogicMonitor API Token make sure to copy it as it will only be displayed once.

When creating a user, you may want to use the API Only Access toggle. This will create a user that can only access LogicMonitor for the purposes of this integration.

1. Create User for LogicMonitor Integration. Make sure it has appropriate LogicMonitor roles / permissions.

2. Copy LogicMoitor API Token.

3. Set xMatters Constant. LogicMonitor Access Key

   

Get LogicMonitor Access ID

In LogicMonitor go to the Settings > API Tokens Tab. Here you will see the Access ID of the API token you just created.

https://www.logicmonitor.com/support/settings/users-and-roles/api-tokens/

1. Copy appropriate LogicMoitor Access ID.

2. Set xMatters Constant. LogicMonitor Access ID

   

Add LogicMonitor Recipient Groups

1. Go to Settings.

2. Go to Recipient Groups.

3. Click Add button.

4. Name the Group.

5. Add a new recipient.

   • The selected recipient does not matter.

6. Set Contact Method to xMatters Integration(http).

   • This is the name of the xMatters integration you created in the last step: Configure LogicMonitor

7. Save Recipient.

8. Save Group.

9. Repeat for additional Groups.

   

More info on creating LogicMonitor Recipient Groups

Create LogicMonitor Escalation Chain

1. Go to Settings.

2. Go to Escalation Chains.

3. Click Add button.

4. Name the Escalation Chain.

5. Optional - Configure Rate Limiting.

6. Add Recipient. The recipient should be a group that you created in last step: Add LogicMonitor Recipient Groups

7. Save Escalation Chain.

   

More info on creating LogicMonitor Escalation Chains

Create LogicMonitor Alert Rule

1. Go to Settings.
2. Go to Alert Rules.
3. Click Add button.

Use this resource to help you configure your alert rule. https://www.logicmonitor.com/support/settings/alert-settings/alert-rules/

The most important thing you must do here is to configure the Escalation Chain.

• Select the escalation chain you just created in the last step: Create LogicMonitor Escalation Chain

4. Save Alert Rule.

   

5. Add additional Alerts for each Data source / Alert Level that you want to notify with xMatters.

More info on creating LogicMonitor Alert Riles

Add Custom Device Property

The property can be configured directly on the device or inherited from a parent group.

To add to devices directly:

1. Go to Resources.
2. Select a Device configured to target the xMatters Integration.
3. Go to Info Tab.
4. Click the Cog beside Custom Properties.
5. Add the following Custom Property:

Name: xmatters.group Value: {{Name of xMatters Group to Notify}}

7. Repeat this step for each device you want to notify with xMatters.

The value that you set here must match the name of a group in xMatters. If this value does not match the name of a group in xMatters your notification will not go to anyone.

More info on creating Device Properties

Testing and Troubleshooting

Go LogicMonitor Integration. Follow instructions here: Configure LogicMonitor

• Click Test Alert Delivery.

Trigger a new LogicMonitor Alert check that it makes its way into xMatters.

You can check the Inbound Integration Activity Log in xMatters: https://help.xmatters.com/ondemand/xmodwelcome/integrationbuilder/create-inbound-updates.htm