LabTech / Shockey Monkey Integration
This integration consists of three parts and is relatively simple to configure. The steps below will show you how to set up new ticket notifications, ticket replies, and monitor alerts.
New Ticket Notification
Select Dashboard at the top of your LabTech screen:
Here you have two options, if you choose to maintain a different address as the primary Notification address you can then use Global CC Address.
- Under Config, select the "Ticketing" tab:
- Then fill in either the Notification Address or Global CC Address.
Ticket Replies
First, we must ensure that the reply to address is set to the your portal's address, if wish to have Ticket Replies generate tickets in Shockey Monkey. You do this with the following steps:
- Select the "System" tab.
- This will allow you to set the Support Email address, which would receive the replies to the tickets opened.
Monitor Alerts
- From the Monitors Section:
- Right click on any existing entry and select "Add Monitor":
- This will allow you to open the Monitor creation screen, which within the Alerting tab will allow you to create Alert Template. First, you would name the Alert then add an actual Alert to it by clicking on "Add Alert":
- From within the next screen, you can have the template email a Contact, which you would have to have created beforehand pointed at yourportal@rafiki.shockeymonkey.com. Once on this screen you would point that email with your desired alert text to the Contact created.
- Once you have saved the settings, you can apply this template to any desired Monitor. These configuration changes will allow you to have new tickets, replies, and monitor alerts generating tickets within Shockey Monkey.
