ServerPing allows you to offer a monitoring with response service by giving customers the option to open a help desk ticket if an alert is triggered.
First, create a new ServerPing/Server monitoring package called monitoring with response for example. Then in the module settings, check the box next to "Show Open Help Desk Ticket on Alert Option".
When a user has a package with this option enabled, when they add or edit a check they will see a option that says "Open a support ticket in the event of a failure". When they set this to yes, if a check fails a new ticket will be opened in the WHMCS support system. For each failure message after that, it will be added as a reply until the check is passed again. If the check then fails again, a new ticket will be opened.
In order for ServerPing to be able to open tickets, you first will need to configure your WHMCS API Information by following the steps below. The WHMCS API is needed in order to lookup a customers email address based on their client id.
- From the WHMCS admin area select Addons->ServerPing
- For the HelpDesk API and Password fields, fill in a valid WHMCS admin user with API access. We recommend setting up a new admin in WHMCS and only granting API privileges.
- For the HelpDesk URL field, enter the full path to your WHMCS's api file, e.g. https://yourdomain.com/includes/api.php
- Enter the kayako support department number for the ticket to be opened under.
- Enter the kayako priortiy name the ticket should have, and then select when to trigger the alert, how often, and the max replies to add and save your changed.
- From the WHMCS admin area, go to Setup->General Settings, Security, in the API IP Access Restriction field, enter in the ip addresses of all of your check servers.
- Enable the Kayako v4 REST API in Kayako and make note of the API Key, API Secret Key, and API URL.
- SSH into one of your check servers and edit the /home/serverping/serverping/config.php file
- Above the ?> line, add the following variables:
- Leave the first variable unchanged and edit the others to match your Kayako url, key and secret key. For the ticket type, enter in what type of ticket to open and the status should be the ticket status to use when creating the new ticket.
- Save the file and then restart the php worker processes by running:
- supervisorctl reload
- Login to all of your other check servers and copy and paste these variables into to each config.php file and run supervisorctl reload after making the change.
