Mobile alerting with tracking & escalation for Jitbit
Why Enterprise Alert
JitBit is a cloud-based (or on-prem) ticketing system. This tool is perfect for call centers and helpdesk to take incoming calls and log them in the portal. The monitoring dashboard gives a great overview of your setup but where Enterprise Alert 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 Enterprise Alert REST API. With on-call duty scheduling and a tiered escalation to a manager, Enterprise Alert 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 Enterprise Alert on-call duty team using REST API.
Integration Capabilities
- Forwards JitBit ticket information to Enterprise Alert for mobile alerting
- Uses HTTP POST to connect to your Enterprise Alert 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 time
Scenarios
- Call Center
- Helpdesk
- Ticket handling
How to Integrate
In our example we are going to forward JitBit ticket via REST API to the Enterprise Alert team. This will alert all team members on duty via Push, SMS and Voice notifications.
Integration Steps
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 Enterprise Alert team upon creation. To do this follow these steps:
- Back in the JitBit console access the Administration Tab
- Click on Automated Rules
- Click Create
- Populate the rule as shown in the screenshot
You can find more information on creating a JitBit specific REST API here.
The JSON post should look as follows:{“Id”: “#ticketId#”,
“Type”: “#priority#”,
“Source”: “#from#”,
“Message”: “#body#”,
“State”: “#statusId#”
}
- Save the Rule
Now the next time a checkpoint is unreachable an alert will display in the Enterprise Alert mobile app and web portal.
Notifications within the Enterprise Alert mobile app
Enterprise Alert comes complete with a mobile app allowing for all critical alert details to be seen from anywhere. Users can acknowledge and take ownership of alerts and with remote actions, even resolve them. Team members collaborate with their peers so that even if an on-call person is not the SME, that person is easily within reach via voice call, text or email.
A centralized Alert Center can be viewed from the web portal. All alerts, whether active, overdue or closed are visible to EA admins. Ownership and even delegation is as easy as drag-and-dropping the alert to the person/team.