AlertMagic - Overview

What is AlertMagic?

AlertMagic reduces effort for your Operations team by eliminating "alert noise" and improving the quality of information in your systems.

Use the configurable business logic of AlertMagic to specify how your Issue Management System (for example, Microsoft Dynamics 365) should be updated with the incoming alert data received from your Alert Management System (for example, LogicMonitor). It will create new tickets or update existing ones with the latest information - whether the alert has cleared, changed in severity, associating it with a particular customer, priority and more. It can also:

Removing unnecessary tickets
Ignoring certain alerts
Associating similar "Incidents" that were created in a given period with one "Problem" ticket
Populate fields with data received from the alert notification or using Lookups. For example, if all you have is the customer name on an alert notification, AlertMagic can look up the AccountId in your ticketing system

In addition it can also acknowledge alerts and add an associated ticket number or comment.

Sitting between your Alert Management System and Issue Management System, AlertMagic's primary dataflow is shown below:

Resources provide service and have issues
Data is collected from Resources by the Alert Management System
The Alert Management System emits Alert Notifications
These are sent to AlertMagic via HTTPS WebHooks
AlertMagic obtains the Alert's Problem Signature
AlertMagic queries the Issue Management System using this Problem Signature
If there is no active Incident for the Problem Signature, AlertMagic creates an Incident

fields are created using "Mappings"
comments are conditionally added
actions are conditionally performed

If there is an active Incident, AlertMagic may update the Incident, e.g. by:

updating fields with Mappings
comments are conditionally added
actions are conditionally performed

Once an Incident exists, AlertMagic may also initiate a "Diagnostic"

e.g. via a ReportMagic "Bot"

If there have been a lot of Incidents, AlertMagic may also create a Problem in the Issue Management System and associate all the Incidents with the Problem

For a successful integration, you need to:

Choose a Deployment location.
Configure your Alert Management System to send alert notifications to AlertMagic.
Configure AlertMagic to process the alert notifications.
Configure your Issue Management System to permit AlertMagic to make changes.

Deployments

AlertMagic's processing is hosted in Microsoft Azure and uses Azure Functions to ensure high availability. Use our default UK South deployment or deploy to any Azure location, so you can ensure data sovereignty. Deployments are configured using the AlertMagic UI or the MagicSuite API, hosted in our secure colocation facility.

Configuring your Alert Management System

AlertMagic can process any incoming Webhook, and therefore supports all Alert Management Systems capable of generating Webhooks in JSON format. This means that your Alert Management System will almost certainly be supportable.

Additional support is also provided for:

LogicMonitor, by automatically acknowledging Alerts
Meraki, by automatically configuring it to send Alert Notifications

Configuring AlertMagic to process alert notifications

See the relevant help topic for information about configuring AlertMagic.

Help is available by clicking the Help button in the top left corner of AlertMagic.

What are alert notifications?

Alert notifications are the messages sent by an Alert Management System when something noteworthy occurs. Sent to AlertMagic, using an "HTTPS POST", the message is in JSON format and might look something like this:

{

"Id": "TIC01201203",

"Severity": "warn",

"Subject": "Device ABC123 CPU high"

"Device": "ABC123",

"Measurement": "CPU",

"Value": 96.3,

"Thresholds": [95.0, 97.0, 99.0],

...

"CustomerCode": "ACME, Inc."

}

Because HTTPS is used, the data is secure.
You are not limited in the number of alert notifications you can send.

Configuring your Issue Management System

AlertMagic needs to interact with your Issue Management System. There is no cost to adding a new system, providing it meets certain API standards:

Query, Create and Update Issues/Tickets
Create Incident/Ticket Comments (optional)
Web-accessible API

Currently-supported Issue Management Systems are:

Atlassian Jira
AutoTask PSA
Microsoft Dynamics
ServiceNow
Summit AI

Multiple integrations

It is possible to configure multiple integrations. For example, you may need to send Security Alerts to ServiceNow, and CI/CD build alerts to Jira. There is no limit to the number of Integrations you can configure.

Integration versions

To permit best practices in Change Management, AlertMagic allows you modify Integrations, safe in the knowledge that you can roll back to a previous version.

Mappings

AlertMagic permits detailed calculations per Issue field, including remote lookups into either the Alert Management System or the Issue Management System. For example, this can be used to take the device IP address from an incoming Alert Notification and use that to look up the CI id in the Issue Management System's CMDB tables. Finally, the AlertMagic creates the Incident, correctly associating it with the appropriate CI.

Diagnostics

Once the Incident is Created or Updated, AlertMagic can initiate diagnostics using ReportMagic bots. The results of these diagnostics will be used to automate Tier 1 activities.

Pricing

Pricing is not based on the number of incoming alert notifications, so there is no limit to the number of these you can send each day. Instead, the tier you require is based on the number of incidents or problems that you are managing.

Free Tier

Suitable for triallists and smaller MSPs
Up to 10 incidents per day

Pay-as-you-go Tier

Medium
no upper incident limit

Enterprise Tier

For larger MSPs
For customers with over 100 incidents per day
Fixed subscription price
Unlimited use