AlertMagic - Issue Management Systems (IMS)

An Issue Management System (IMS) is the system where AlertMagic creates and updates work - the destination side of AlertMagic. Each Integration writes its incidents, comments, and problems to one IMS.

Supported systems

System	Notes
AutoTask PSA	Tickets are created and updated via the AutoTask API using an API user.
Cherwell	Incidents are managed via the Cherwell API.
ConnectWise Manage	Service tickets are managed via the ConnectWise Manage API.
Freshservice	Tickets are created and updated via the Freshservice API using an agent's API key. Needs a ticket custom field to hold the problem signature.
Jira	Issues are created and transitioned via the Jira REST API.
Microsoft Dynamics	Cases are managed via the Dynamics API.
ServiceNow	Incidents are managed via the ServiceNow REST API.
SolarWinds Service Desk	Incidents are managed via the Service Desk API.
No Action	A test system that accepts everything and writes nothing - useful when trying out configuration.

If you need to work with a system that is not listed, please contact support. For details of how each system is configured, see Configuring your Issue Management System (IMS) under Advanced.

The IMS page

The page lists the Issue Management System records available to your tenant, and lets you create, edit, and delete them. Each record holds:

• Name and Description - how the IMS appears when you attach it to an Integration.
• Incident Number Field - the field in the target system that holds the human-facing incident number, so AlertMagic can report it back in logs and metrics.
• Config JSON - system-specific settings, including the type of IMS, the account to use, and how to reach it.
• Connection - an optional link to a shared Magic Suite connection providing the credentials.
• Created and last modified timestamps.

The table can be searched, filtered, sorted, and downloaded. If there is a column or some data you need that is not shown, please contact us.