Desk.com integration for Splunk On-Call ๐
Desk.com is an online customer service software and support ticket help desk application for small business and fast-growing companies. The following documentation walks you through the steps to create a custom Splunk On-Call application within Desk.com.
Requirements ๐
This integration is compatible with the following versions of Splunk On-Call:
Starter
Growth
Enterprise
Splunk On-Call configuration ๐
In Splunk On-Call, select Integrations, Desk.com.
If the integration isnโt active, select Enable Integration to generate your endpoint URL. Make sure to replace the $routing_key
section with the routing key you want to use. See Create Routing Keys in Splunk On-Call.
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Desk.com configuration ๐
Select the menu icon and then Admin.
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On the admin page select Apps, then find Custom Action and select Install.
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Next select Install Custom Action.
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Accept the terms, then give the action a name. Set the authentication method to Active
. Select Create to finish.
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On the next screen, select Add Action.
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Give the action a name. Select
as the action type. Paste the following JSON snippet:`json
{ "entity_id":"{{case.id}}", "message_type":"CRITICAL", "state_message":"New Case: {{case.id}} about {{case.subject}}", "Case Description":"{{case.description}}", "Case Priority":"{{case.priority}}", "Customer":"{{case.customer}}", "Case Email":"{{case.emails}}", "alert_url":"{{case.direct_url}}" }
`
Then select Add Action.
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Next, add the action to a Case Created rule. To do this, select Cases, then under Rules select Case Created and finally Add Rule.
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Give the rule a name then select Add.
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Add any Condition you might need. Set the Rule Actions field to Trigger an App Action, then select the Splunk On-Call action you previously created. Select Update.
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If you want to create an action and rule for when the case is closed or resolved, follow the previous steps and use the following JSON snippet:
`json
{ "entity_id":"{{case.id}}", "message_type":"RECOVERY", "state_message":"New Case: {{case.id}} about {{case.subject}}", "Case Description":"{{case.description}}", "Case Priority":"{{case.priority}}", "Customer":"{{case.customer}}", "Case Email":"{{case.emails}}", "alert_url":"{{case.direct_url}}" }
`