PRTG

PRTG comprehensively monitors network availability and bandwidth usage, and provides system administrators with live readings and periodical usage trends. Combined with xMatters, you can notify on-call resolvers and give them the information they need to start working on the issue.

This workflow lets you send actionable alerts to on-call resources when xMatters gets a signal from PRTG. Responders can initiate an incident with the press of a button, or you can build on the flow to perform automated resolution tasks.

How it works

When an alert is generated in PRTG, it sends a JSON-formatted webhook to xMatters, based on the user-defined alert rules. A PRTG trigger in xMatters parses the webhook and initiates a flow. The webhook includes essential alert data you can use to enrich notifications to users or when building automated tasks.

Install the workflow

The following instructions describe how to install the workflow through the xMatters one-click installation process.

  1. Go to the Workflow Templates page and click the PRTG tile.
  2. On the Set up the Workflow tab, give the workflow a name that identifies its purpose (this must be unique in your instance), add an optional description, and set the default incident type (if applicable). Any built-in Initiate Incident steps in the workflow will automatically be set to the selected incident type.
    • You can edit these later, if needed.

  3. Click Next to set up the connection.
  4. Copy the trigger URL — you’ll use this to configure the webhooks in PRTG.
    • The trigger URL includes the recipients parameter, which specifies who should be notified. By default, this parameter is set to notify you (the logged in user), but you can set it to target any user or group you want.

  5. You can copy the Configuration Payload to configure the signal in the source application.
  6. Send a test signal to the trigger URL to test the connection.

Due to recent changes in how PRTG formats their test signals, you may receive an error when you test the connection. The workflow will function successfully using the regular (non-test) payload received from PRTG, provided you configure the integration correctly.

  1. Click Open Workflow to view and customize the workflow, or Close to return to the Workflows page.

Configure PRTG to send requests to the trigger URL

To have PRTG send alarms to the flow trigger, you need to create a Notification Template and set it to use the trigger URL. 

  1. In PRTG, navigate to Setup > Account Settings > Notification Templates.

  2. Hover over the + button and select Add Notification Template.

  3. On the Notification Template settings page, add a Template Name.

  4. Use the default Notification Summarization setting (Send first DOWN and UP messages ASAP, then summarize).
  5. Enable the Execute HTTP Action toggle.

  6. In the URL field, paste the trigger URL you copied from Flow Designer.

  7. Add the target names of any recipients you want xMatters to notify when the alarm fires to the end of the URL.
    • For URL authentication, use an ampersand to attach recipients. For example, if you want to notify Emma Pearson and the on-call members in the group responsible for the Antares service, you'd add &recipients=epearson,antares to the URL.
    • You must URL-encode any special characters or spaces in the target names.
  8. Set the HTTP Method to POST.
  9. In the Payload field, paste the Configuration Payload you copied from the PRTG Alarms trigger in Flow Designer:
  10. Click Create.

You're ready to use the webhook to trigger automated flows, including steps such as sending alerts and initiating incidents, though we always recommend testing before putting things into use.

Set recipients in the trigger URL

The trigger expects the recipients in the trigger URL. When you copy the URL from xMatters, it includes the recipients parameter: &recipients=<yourname>. Of course, you don’t want to receive all the alerts.

To change the recipients for alerts from this webhook, swap out your name for the people or groups you want to target. For example, to target the Antares service team and the Database Admins add &recipients=antaresteam,dbadmins to the trigger URL. Remember to URL-encode any special characters in your group names.

We recommend using groups so you can take advantage of the xMatters group features — rotations, escalations, and absences — to reach the right on-call people to jump on an issue.

How to use the workflow

When an alert rule you’ve set to use the action group fires, it sends a signal to xMatters, which creates an alert and notifies the individual or the on-call members of the groups you set as recipients in the webhook URL.

When a condition you've set fires, it sends a signal to xMatters, which creates an alert and notifies the individual or the on-call members of the people or groups you set as recipients in the webhook URL. When the trigger receives a signal saying the issue is resolved, it automatically terminates related alerts in xMatters.

The person responding to the notification has the following response options:

  • Acknowledge: Acknowledges the notifications and stops escalations.
  • Escalate: Immediately escalates the alert to the next on-call resolver in a targeted group.
  • Close: Ends the xMatters alert and stops notifying all targeted recipients.
  • Initiate Incident: Initiates an incident in xMatters.

Next Steps

Now that you've installed the workflow, you can use it as-is, or customize it to suit your needs better. Here are some examples of things you can add to the workflow to customize it: