OpsGenie and ConnectWise have a bidirectional integration that brings value to your teams by allowing you to manage incidents with ease and speed, notify the right people of ConnectWise alerts at the right time according to schedules and escalations, and the integration’s bidirectional functionality allows information to both be sent to and from OpsGenie and ConnectWise. In this post, we will go over the benefits of using these tools and provide an overview of the functionality of OpsGenie with both ConnectWise Automate and ConnectWise Manage.
Modern IT environments are far too complex and dynamic for traditional tools. Successful IT organizations have figured out that before, during, and after a migration to AWS, OpsGenie is a critical tool to monitor and alert on concerns for on-premise, hybrid solutions (on-premise with some part in the cloud), or fully in AWS.
Some companies, such as ecommerce businesses, are built from the ground up on the cloud, while others have a more traditional operating model, but all can benefit from using the cloud in their operations. Some of the primary reasons include:
OpsGenie’s Incoming Call Routing provides a phone number in one of 30 different country formats. OpsGenie will manage the routing of calls to this phone number based on your on-call preferences. OpsGenie enables organizations to make sure calls reach the right person based upon the preferences set up within OpsGenie.
Modern applications require monitoring at different levels, consisting of various tools such as Network Monitoring, Logging, Analytics, APM, Metrics collecting, among others. Some of these tools produce alerts that are standalone, but some may produce related alerts during an issue or incident. OpsGenie’s Alert page is a dashboard where all these alerts are collected and displayed, ready for responders to take action from one singular place.
This is an excerpt from our newest Whitepaper: Essential Guide to AWS Cloud Migrations which covers successful traits of cloud-centric IT organizations, tips for collaboration between Dev and Ops teams, the challenges in moving to the cloud and how to mitigate them– a step-by-step guide to cloud migration done right.
Notification rules within OpsGenie empower team members to specify how and when they would like to be alerted. Users can be notified by email, SMS, voice call, or iOS and Android push notifications. With notification rules, team members specify what contact method will be used by alert type and time of day. Watch the video below to become more familiar with notification rules within OpsGenie.
When using OpsGenie for operating always-on services, leveraging integrations like AWS CloudWatch enables users to immediately determine which systems are affected and require immediate attention.
How many servers can be managed by one system administrator? This question is pretty hard to answer since it depends decisively on the tasks that need to be operated. It is clear, however, that the amount of servers one engineer can manage has increased tremendously over the time, and is still growing. Public and private clouds, in combination with automation tools, enables us to automate many daily tasks. In a modern IT infrastructure almost everything can, and should, be automated. Starting from the creation of a new instance up to software deployment. In this whole scenario, automated monitoring is an essential component.
We pride ourselves at OpsGenie for being the most reliable and flexible alert and incident management solution. However, what happens when you simply don’t want notifications? Even with escalations, routing rules, and on-call schedules, you may want extra configuration on when you are notified, and for what types of alerts.
Do you receive your support and/or internal queries through calls? OpsGenie’s Incoming Call Routing allows you to manage your phone numbers and how the calls to these numbers are being routed from one single place. Use your on-call schedules and escalations to determine the right team member to route the incoming call to, and make sure the call is not missed, just like your alerts.
Before the philosophy of DevOps, developers would build products, services, and infrastructures , but the responsibility for maintaining them would shift to operators, aka system or IT admins. The DevOps philosophy removes the boundary between Operations and Development teams, making system reliability a shared responsibility of all parties.
Incident response procedures for IT incidents are similar to the processes required for emergencies in the medical field. In previous posts we’ve compared on-call responders to doctors on-call- called during emergencies and expected to contain and remedy the problem, preventing loss and reducing impact. Using priority is a great method of alert enrichment to accomplish this. Download our white paper to learn more best practices to maximize resolution speed.
At OpsGenie, we integrate with the tools your team already uses in order to provide the best alert management and incident response platform possible. Our integrations team is always hard at work to provide these integrations for not only new tools, but tools requested by customers specifically. If an integration does not exist for a monitoring, ticketing, chatops, reporting, or any other kind of tool your team uses, our integrations team can evaluate to see if one can be made. Contact us for more information or requests!
Adopting a true DevOps culture is chock-full of challenges such as shifting away from legacy infrastructure to a more microservices-centric approach, integrating tools, managing priorities, environment provisioning, traceability, and more. However, implementing an approach in which Dev teams and Ops teams can work together, using the same assets, can drastically change the way an organization is able to move forward with each new release. For DevOps teams, proactively monitoring “left” of production can be a revolutionary element in achieving these goals.
This is an excerpt from our newest White Paper, Modern Incident Management for IT Operations, available for download now.
Update on the Incident Related Alert Types
- The incident related alert types are now shown on the alerts as extra properties. The types are:
- Responder:The responder alert for responder teams except the owner team.
- Owner: The responder alert for owner team of the service.
- Associated: The associated alerts that are rolled up under an incident.
- These extra properties can be used within the filters. The Alerts Page also shows the type of the alert on the UI (Responder/Owner).
- Raygun is an error, crash, and performance tracking service.
- With OpsGenie’s Raygun integration, you can forward your Raygun notifications to OpsGenie. An alert would be created in OpsGenie when an error is captured in Raygun.
- For more information, please refer to our Raygun integration guide.
Dynatrace (v2) Integration
- Dynatrace is a SaaS application monitoring and analytics tool for cloud natives.
- OpsGenie now has an enhanced integration with Dynatrace. With this integration, you can create an alert in OpsGenie when an alert is created on Dynatrace, and close the alert in OpsGenie automatically when the alert is resolved on Dynatrace.
- You can use all the available placeholders of the Dynatrace alert to configure the alert details in OpsGenie.
- For more information, please refer to our Dynatrace integration guide.
Signed up for a free trial but haven’t set up your account yet? Watch this video to get started. Learn how to quickly set up your account and start enjoying the benefits of a de-cluttered, actionable alert space today!
Flock is a messaging tool that helps teams communicate, collaborate, and get things done in real-time. With integrations for popular business tools and services such as Google Drive, Calendar, Dropbox, Jira, and GitHub, Flock makes it easy for teams to work together - faster than ever.
This post is an excerpt from our White Paper: Scaling On-Call in a DevOps Organization which you can download to learn more about best on-call practices.
Today’s post is an excerpt from “5 Steps to Improve Security and Incident Response in AWS”, which was co-authored by OpsGenie and Evident.io, a Palo Alto Company. You can download the complete white paper here.
More and more ConnectWise users are embracing OpsGenie to help manage their IT incidents and respond to their service desk tickets as quickly as possible. In this short video, we walk through effectively responding to two different ConnectWise tickets; one of high priority, and one of low. You will notice OpsGenie escalates the tickets differently and keeps all systems up to date with changes. It even continuously communicates all actions in Slack.
- Magentrix is a PRM and collaboration tool for business.
- You can easily integrate Magentrix with your OpsGenie account and create alerts in OpsGenie automatically when a new case is created in Magentrix.
- You can also create a new case in Magentrix from the alerts created in OpsGenie.
- For more information, please refer to our Magentrix integration guide.
Updated Notification Flow for Associated Alerts
- The notifications flow for the Associated Alerts is now updated.
- The notification flow is suppressed for the alerts that are associated to an incident. Only the Responder Alerts of an incident will send notifications to the related Responder Teams/Users.
User Export Functionality for Lamp
- Lamp now supports exporting users.
- You can use exportUsers command to export the list of users as a CSV file. For more information, please refer here.
Enhanced Cherwell Integration
- Cherwell® Service Management is a powerful IT service management (ITSM) solution that provides IT organizations the flexibility required for rapid configuration and customization.
- OpsGenie's Cherwell Integration is now enhanced and the powerful bi-directional Cherwell integration can specify which Cherwell actions to execute for actions taken in OpsGenie thanks to the action mapping feature within the Marid package for Cherwell. Moreover, you can run the default script provided by OpsGenie or you can use your custom script in order to execute actions in Cherwell.
- For more information, please refer to our Cherwell integration guide.
Updated Incident Priority Flow
- The priority update flow for the incidents is updated and an option for using the Associated Alerts’ priority to update the Incident’s priority is added .
- If this option is enabled within an incident rule/template or during manual incident creation, the priority of the incident will be updated if an alert with a higher priority is associated under the incident. If the option is not enabled, the priority will stay as defined initially and can only be updated manually from the Incident details.
The OpsGenie Alerts Page shows all visible alerts and appears by default once you log in to your account. Searching for alerts is easy and can be done two ways, using a form-based search or a google-style search. Watch the below video to become more familiar with searching alerts, exporting the results, and saving searches for future use.
As part of the series promoting our newest White Paper: Creating Actionable Alerts to Maximize Resolution Speed, we’d like to introduce another automated task that can be implemented during alert enrichment. Check out our previous post Creating Actionable Alerts Series #1: Gathering Investigative Information to learn more about our first alert enrichment automation practice.
Creating Actionable Alerts is a continuous process that can enhance your workflows so that not only are the correct people notified at the right time, but they can take immediate action to reduce potential business-impact. This post is the first in a three-part series about alert enrichment. Without actionable alerts, your responders may be alerted to an issue, but cannot necessarily take immediate action, which has the potential to increase downtime and slow down the remediation process. Actionable alerts set your responders up for success from the start of an Incident, and empowers them to immediately start repairing damaged services. There are many ways to create Actionable Alerts, so as an introduction to our newest White Paper, Creating Actionable Alerts to Maximize Resolution Speed, we want to share our first method.
One of the most impressive books on DevOps, “The DevOps Handbook”, emphasis three fundamental principles underpinning DevOps: systems thinking, amplify feedback loops, and continual experimentation & learning.
Amplifying feedback loops is described as creating the right to left feedback loops, which helps corrections to be made continually, by Gene Kim in his blog post. But, let’s start with why we should do this in the first place.
Being on-call can be a daunting and disruptive experience. Many people with on-call duties complain how having to be ready to handle incidents affects work-life balance, even health, as on-call employees may be frequently woken up in the middle of night or may need to plan evenings and weekends while considering on-call duties. As organizations enroll changes to scale on-call teams, it needs to be considered how to best match that evolution with a sustainable and humane solution. Below is some advice based on our experiences at OpsGenie so far with our customers.
For more information, download our recent White Paper: Scaling On-Call in a DevOps Organization for more information on the subject.
Follow-the-sun schedules are a way for your company to offer 24/7 global customer support and also prevent on-call burnout for your engineering/customer support teams. Having someone on-call at all times, across different time zones means that no one team has to wake up in the middle of the night to deal with an alert or customer issue. True to its name, ideally it follows the sun in that the configuration usually consists of three rotations that are staggered to cover three 8-hour shifts. However, there are multiple ways to configure a follow-the-sun schedule using OpsGenie schedules.
One of the key ways to get "In the Know" for all things DevOps is by attending one of the many conferences aimed at educating developers, engineers, and all technical professionals on best practices and newest innovations in the DevOps realm. Whether you’re looking for new tools to implement, application building guidance, security tips, information on cloud software and storage, serverless infrastructure, automation, or something else on your list, these conferences bring together industry leaders and experts to share their wealth of knowledge. OpsGenie attends some of these events ourselves, and we’d love to see you there!
API v1 Will No Longer Be Available as of June 30, 2018
- API v1 was deprecated on May 2017 when Rest API was released. As of June 30, 2018, API v1 is going to be inaccessible for all customers (Currently, only the customers that were signed up before October 2017 have access to API v1).
- You can refer here for the guideline to migrate to Alert Rest API.
- You can refer here for the guideline to migrate to Heartbeat API.
- If you're using Script Proxy for Marid, updating your Marid to the latest version will automatically route your API requests to the new Rest API.
- If you're using Lamp to access the Alert API, updating your Lamp to the latest version will automatically route your requests to the new Rest API.
Over the last few years, teams have realized the benefits of sharing and distributing knowledge in chat applications such as Slack. Today, teams are extending the use of these applications beyond collaboration by embracing ChatOps. ChatOps empowers teams by bringing complex day-to-day operational work into shared chat channels. If done correctly, it drastically reduces context switching and increases the speed at which teams can tackle tough challenges.
There’s no shortage of reasons why an organization decides to move part, or all, of its operations to the cloud. Generally speaking, these reasons fall into three categories: improving competitiveness, reducing cost, and offsetting risk. These reasons often overlap as well. For example, a company looking to move application development into cloud environments could be targeting this as a way to accelerate deployment, reduce overhead IT costs, improve team collaboration, and more rapidly scale operations (operationally or geographically).
In 1970, a series of devastating wildfires swept across Southern California, destroying over 700 homes across 775 square miles in 13 days, resulting in more than $233 million in losses (over $1 billion in today’s dollars, adjusted for inflation). Thousands of firefighters from around the state and beyond responded, but found it very difficult to work together. They certainly knew how to fight fires, but lacked a common management framework that could scale up or down based on the needs of the incident. They also lacked a standardized approach for incident leadership, which extended beyond each individual fire department. Shortly thereafter, fire service leaders came together and created a new, and at that time, revolutionary system for managing incidents, capable of managing everyday fire and medical incidents to large scale incidents that make the national news. A new way of managing incidents was born that day!
We love Slack like you do because it is where we get things done at work. Slack applications are the gateway for our favorite tools like Intercom, Jira, Google Drive and many more. There are also ChatOps tools like OpsGenie’s Slack application focusing on improving collaboration and automation by bringing day to day to operational challenges into shared chat channels.
DevOps is not just about developers and operations people working together or creating a culture of collaboration. It is about tightening the feedback flow. It is about working for the common good of your systems and applications. It is about learning from mistakes. These are all enabled by people and the tools that people use. Continuous delivery is a key enabler for DevOps because it helps you deploy and release your code with confidence.
New Alert Actions: Update Message & Update Description
- Update message & Update description alert actions are now available on the Web Application and Alert API. Support for Mobile Application is coming soon.
- For further information, please refer to Alerts and Alert Fields, Alert Actions and Alert API sections of the documentation.
BMC Remedyforce Integration
- BMC Remedyforce built on Salesforce App Cloud enables you to deliver high-speed service management that empowers users and accelerates the business, with minimal capital investment.
- You can easily integrate BMC Remedyforce with your OpsGenie account and get notifications from OpsGenie when an incident is triggered by BMC Remedyforce.
- For more information, please refer to our BMC Remedyforce integration guide.
Enhanced BMC Remedy Integration
- BMC Remedy is a digital service management platform built for boosting workforce productivity.
- OpsGenie can now create BMC Remedy incidents for OpsGenie alerts! You can specify the actions to be executed in BMC Remedy when an action is executed in OpsGenie for the alerts that have a source other than BMC Remedy. Moreover, you can run the default script provided by OpsGenie or you can use your custom script in order to execute actions in BMC Remedy.
- For using these features, you should update your integration in OpsGenie by enabling “Create BMC Remedy Incidents/Problems for OpsGenie Alerts” option, and update your Marid configuration.
- For more information, please refer to our BMC Remedy integration guide.
Update to the New Alert & Notification Policies Flow
- With the introduction of the New Alert & Notification Policies, Team Policies were only applied to the alerts created by that team's integrations, or by an incident routed to that team.
- We have now added support for the global integrations to work with Team Policies under certain situations. A team’s policies are now applied to alerts that satisfy either one of the following conditions:
- Alert is created with the same team’s integration.
- Alert is created with a global integration, but is routed to this team only.
- Responder Alert is created via an incident and this team is the owner or responder of the incident.
Bi-directional Rollbar Integration
- Rollbar integration is now bi-directional!
- With this enhancement, actions taken on the OpsGenie alerts can now resolve the Rollbar items as well.
- For more information, please refer to our Rollbar integration documentation .
Enhancements to Alert Priority Update Feature
- We are pleased to announce that, in case of an Update Alert Priority Action, notification flow of the alert is now restarted if the new priority is higher than the old priority.
- In case an alert is deduplicated with a new alert of higher priority, the deduplicated alert’s priority is increased and its notification flow is restarted.
Enhanced SolarWinds Web Help Desk Integration
- SolarWinds Web Help Desk is a web-based help desk software used for tracking support requests for enterprises and educational institutions.
- Our SolarWinds Web Help Desk integration now supports sending acknowledge and close actions back to SolarWinds Web Help Desk. You can update your SolarWinds Web Help Desk ticket status to Assigned/Closed when the related alert in OpsGenie is acknowledged/closed.
- For more information, please refer to our SolarWinds Web Help Desk integration
Enhancements to Alert Analytics Report
- Our Alert Analytics Report now includes additional details about the alerts. Acknowledge Time and Close Time fields are added to the drill data for the alerts.
- You can also filter your reports according to the acknowledge and close times of the alerts.
- For more information about Reports and Analytics, please refer to our documentation.
With more enterprises looking to make the switch from experimenting with containers to deploying them in production, container security looks set to become the next big talking point in the container landscape over the next few years.
A 2017 Cloud Foundry survey revealed that 25 percent of enterprises currently use containers in production, but as enterprises become more familiar with the technology, this figure will almost certainly rise over the coming months and years.
The appeal of containers is how they provide a way to quickly package applications with everything they need to run, providing consistency between development, testing, and production. Containers reduce conflict between developers, testers, and sysadmins, leading to agile software development.