Just a quick blog to let you know that eG Enterprise v7.5 has introduced support for further ticketing systems – including for popular ITSM solutions such as BigPanda and Freshservice.
eG Enterprise Monitoring – BigPanda Integration
BigPanda is an ITOps platform. You can think of BigPanda as a “Manager of Managers” software platform, designed to help companies consolidate alerts, identify root causes of issues, and help IT helpdesk and DevOps teams prioritize and troubleshoot incidents more efficiently and effectively.
eG Enterprise uses the BigPanda IT Service Management Alert Event API, tickets can be created, updated or closed by the eG Enterprise AIOps-powered observability platform. When eG Enterprise closes a problem, the corresponding incident is automatically marked as “OK” (Resolved) in the BigPanda ITSM platform. This tight integration ensures that alerts are promptly addressed and service tickets remain synchronized across and between platforms.
eG Enterprise Monitoring – Freshservice Integration
Freshservice from Freshworks is a cloud-based IT service management platform. It is often used as an IT Help Desk and service management solution that enables organizations to simplify their IT operations and delivery of employee services.
Freshservice and Freshdesk are both Freshworks products; Freshservice focuses on IT service management (ITSM), while Freshdesk is primarily focused on customer support and helpdesk operations. See Freshwork’s own site for more details on the differences: Freshdesk Vs. Freshservice: Which Is Right for Your Business? | Freshworks.
Support for Freshservice means that eG Enterprise now integrates with both products, as well as many others from other vendors.
How eG Enterprise Integrates Monitoring Alerts with Multiple ITSM Systems
Unlike many monitoring tools eG Enterprise’s integrations are not limited to using a single ITSM system such as Freshservice, ServiceNow ITSM, Autotask, JIRA or others. This ability to integrate with multiple ITSM and ticketing systems is particularly useful for SaaS and MSP (Managed Service Provider) deployments where each tenant/customer may have had their own preferred ITSM or notification system. ITSM integrations can be done for a specific Organization, Organizational Unit, or even User. Alerts for only components associated with that entity are passed to the ITSM tool.
Support for Your Choice of ITSM Tooling to Manage Alerts and IT Incidents
Our latest version adds support for new ITSM tools including: Freshservice from Freshworks and BigPanda. Joining our existing support for:
- Custom Webhook integrations are also available
- ServiceNow ITOM
- Salesforce
- BMC Remedy
- Freshdesk
- TOPdesk
- ServiceNow ITSM
- Autotask
- BMC RemedyForce
- PagerDuty
- Slack
- JIRA
- ATF
- Ivanti Service Manager
- Moogsoft
- ConnectWise
- MS Teams
- Opsgenie
- SapphireIMS
- Zendesk
- VictorOps
- ManageEngine’s ServiceDesk
- Custom Webhook integrations are also available
All these options are available regardless of the applications, infrastructure and stacks you are monitoring using eG Innovations and as such apply to our support for:
- Digital Workspaces: Citrix, Omnissa, Microsoft AVD (was WVD) and Windows 365, Amazon WorkSpaces and AppStream 2.0
- Containerization technologies: Kubernetes (K8S), Openshift, Podman and Docker
- Cloud: Amazon AWS, Microsoft Azure, Google GCP, Alibaba
- Networking, Storage and Infrastructure
- Web Services and applications
- Databases
- Lots more!
For a full list of the 650+ application, infrastructure and technology stacks supported, please see: eG Enterprise End-to-End Monitoring for: Applications, Cloud, Containers and more.
Full Enterprise-grade ITSM Integrations
Many monitoring tools offer only primitive, cursory, one-way ITSM integrations. An alert in the monitoring tool can trigger opening a ticket in an ITSM tool (often by sending an email) but beyond ongoing there is no functionality to ensure the alerts and tickets remain synchronized. This is usually insufficient for even most SMEs.
Typically, monitoring solutions have IDs for alarms, while Service Desk tools have a different set of IDs for tickets. Full integration of a monitoring platform with the Service Desk tool involves mapping the alarm ID to a ticket ID. This mapping is necessary so that:
- When a new alarm is generated, a new ticket is created in the Service Desk tool.
- When an existing alarm’s status is modified, this change is reflected in the corresponding ticket in the Service Desk tool as well.
- When an alarm is closed/cleared in the monitoring tool, the corresponding ticket in the Service Desk tool is cleared as well.
You can read more about how eG Enterprise ensures such deep integration to ensure monitoring alerts and service tickets remain synchronized in: Service and Help Desk Automation Strategies | eG Innovations.
Get Alerts on the Go! With the eG Enterprise Mobile Apps for Android and IoS!
With the eG Enterprise mobile apps – administrators working on large campuses or healthcare sites or off-site out of hours – not only learn about alerts immediately but can also investigate the root cause and extent of the issue, decide if an issue is critical enough to require them to return to the IT hub immediately, and even resolve certain issues remotely.
You can read more about the features and use cases for the eG Enterprise mobile apps in: Exciting New Additions to the eG Enterprise Mobile Application | eG Innovations.
eG Enterprise is an Observability solution for Modern IT. Monitor digital workspaces,
web applications, SaaS services, cloud and containers from a single pane of glass.
Related Articles:
- Service and Help Desk Automation Strategies | eG Innovations
- Learn how regulation around incident management and tracking issues is providing opportunities for MSPs: DORA Compliance – An Opportunity for MSPs
- Read about other features in eG Enterprise that can help improve IT Helpdesk services and incident management, see: Empowering IT Help Desks with IT Service Monitoring
