https://github.com/angela-d/prtg-zendesk-notifier
Get notifications in your PRTG dashboard when new, unassigned tickets are detected.
https://github.com/angela-d/prtg-zendesk-notifier
prtg prtg-network-monitor prtg-python prtg-sensors zendesk-api
Last synced: 3 months ago
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Get notifications in your PRTG dashboard when new, unassigned tickets are detected.
- Host: GitHub
- URL: https://github.com/angela-d/prtg-zendesk-notifier
- Owner: angela-d
- License: gpl-3.0
- Created: 2020-01-11T04:26:56.000Z (over 5 years ago)
- Default Branch: master
- Last Pushed: 2020-01-13T23:48:26.000Z (over 5 years ago)
- Last Synced: 2025-01-16T18:00:48.181Z (4 months ago)
- Topics: prtg, prtg-network-monitor, prtg-python, prtg-sensors, zendesk-api
- Language: Python
- Size: 32.2 KB
- Stars: 1
- Watchers: 2
- Forks: 0
- Open Issues: 1
-
Metadata Files:
- Readme: README.md
- License: LICENSE
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README
# Zendesk Notifications for PRTG
Get PRTG notifications when new / unassigned tickets are detected.
**Pre-requisites:**
- Linux-based server to run the Python script. May work running from PRTG/probe machine, but since I prefer to administer my scripting environment with Linux, this was only tested on a Debian machine.
**How it Works**
- The Python script (zendesk_notifier) gets ran on a schedule and checks your Zendesk account for new / unassigned tickets. When a condition is met (new / unassigned tickets), it sends a hook to PRTG and an alert notification gets pushed to your PRTG dashboard.
### Dependencies (required!)
**requests** - You can obtain it from apt (Debian/Ubuntu) or Pip/pip3 (any environment)
Debian/Ubuntu: `sudo apt update && apt install python3-requests`
Any: `pip3 install requests` (no root/sudo) - if you don't yet have pip, install it. (Installation varies by operating system type)
**Preliminary Setup**
Get your Zendesk API token, so you aren't hardcoding a password in your script.
- Login to Zendesk
- Go to Admin (wheel icon) > Scroll to *Channels* > **API**
- *Make sure* **Token Access** is toggled to **ON/Enabled**
- Just beneath the toggle, there's a light-grey **+** -- click it
- For **API Token Description**, enter: `PRTG Unassigned Notification`
- Copy the API key just beneath that, it will be used in the script (and won't be displayed by Zendesk, again!)
## Setup
1. Add Zendesk as a Device Object, if you haven't already
> Devices > Add New Device > Enter your Zendesk subdomain URL
2. Once the device object is added, create a new sensor:
- Click the + sign in the sensor box > Add Sensor > Search for HTTP Push Data Advanced & populate options as follows:
- **Sensor Name:** Tickets
- **SSL Settings:** HTTPS
- **SSL Port:** 5051
- **Request Method:** POST
- **Identification Token:** [Leave default, for now]
- **No Incoming Data:** Ignore and keep last status (if you choose other options, you'll need to sync the cron frequency with the scanning frequency.. ignore is the easiest option!)
- CREATE
3. Now, click on "Tickets" and click "Settings" just above - grab the Identification Token and put it in the script's config for **PRTG_TOKEN**
4. RUN **zendesk_notifier** via CLI: `/path/to/zendesk_notifier` or `./zendesk_notifier` (if your terminal is already focused in the git directory) to create the sensor
5. Go into the channel settings (click the wheel icons) and set your thresholds:
- **Unit:** ticket(s)
- **Scaling Multiplication:** 1
- **Scaling Division:** 1
- [x] Enable alerting based on limits
- **Upper Error Limit:** 2
- **Lower Warning Limit:** 0.2 *(It didn't register as a warning with 1 - not yet sure if its a bug with the script, or PRTG)*
6. Set up the cron on the Linux-based server; as a non-root user, run: `crontab -e` and add the following line:
```bash
*/5 7-19 * * 1-6 /usr/bin/python3 /path/to/zendesk-notifier/zendesk_notifier >/dev/null 2>&1
```
*Replace **/path/to/** with the location of *zendesk_notifier* and */usr/bin/python3* (the latter being identical on Linux-based machines) on your system.*
### Adjust the cron time to suit:
Ordered left to right in the crontab.
`*/5` = every 5 minutes
`7-19` = run between 7am and 7pm
`*` = every day of the month
`*` = every month
`1-6` = Monday - Saturday *(Sunday would be 0)*
***
### Testing
Run a curl command via CLI / a command-line interface:
```bash
curl https://YOUR_USERNAME.zendesk.com/api/v2/search.json?query=assignee:none \
-v -u [email protected] /token:fFdfjkrySdoFSFaufsd....MKfisUDYgsd
```
Replace the string/line after `token:` with *your* API token, obtained from your Zendesk admin.
***
### Customizing
If you want to pull tickets other than those that are unassigned, you can alter the search query. Instead of `assignee:none`, pick another query from the [API documentation](https://developer.zendesk.com/rest_api/docs/support/search) and modify the script to suit your needs.
***
### Log Cleanup (optional)
Note that if you opt to run this every frequently, you may want to consider blocking cron (or the script) from /var/log/syslog, else you'll see such spamming:
> Jan 10 21:46:01 angela CRON[2331]: (angela) CMD (/usr/bin/python3 /home/angela/zendesk-notifier/zendesk_notifier)
If you want to simply direct cron messages to their own log and not delete them entirely (which is what my example below will do), specify so in `/etc/rsyslog.conf`
To squash this useless logging, you can run (optional):
```bash
pico /etc/rsyslog.conf
```
Find the line:
```bash
*.*;auth,authpriv.none -/var/log/syslog
```
Append cron, like so:
```bash
*.*;cron,auth,authpriv.none -/var/log/syslog
```
Restart rsyslog:
```bash
service rsyslog restart
```
### Troubleshooting
You can run the script manually via CLI by just running the path in the terminal.
You can also omit `>/dev/null 2>&1` from the cron to have the debug output sent to `/var/mail/youruser` or to your cron/system default email.