# Shared Alerts, Webhooks and Ticketing Systems

With Shared Alerts you can define events for which your entire team would like to receive notifications either through emails or webhooks. You can also connect your preferred ticketing system.

You can define alert profiles which can be applied either to devices or agents indifferently by any member of your team so that they are shared across the whole team.

For example, this functionality can be used if you are planning to feed alerts into a ticketing system or if you want to send email alerts to an email address that is not configured as an account within Domotz Pro.

You can access the Shared Alerts configuration from the side menu inside the Domotz WebApp.

Accessing Alerts Settings in the Software Interface

1. Open the software and locate the vertical menu panel on the left side of the interface.
2. Identify the section labeled "Setup."
3. Click on "Alerts Settings," which is indicated as "Enabled," to manage alert configurations.

## How to Create a Shared Alert

The first step is to create at least one Contact Channel for Domotz to use to deliver alerts and notifications:

Setting Up Contact Channels and Ticketing Systems

1. In the left navigation pane, select the bell icon to access Alerts Settings.

2. At the top, choose the "Contact Channels & Ticketing Systems" tab to view configuration options.

3. Under "Configured Channels," click "Add email" to include a new email contact. Use the "Connect Account" buttons next to each listed ticketing system to link your ticketing service accounts.

As you see above you will be able to select the following contact channel types:

- An **Email Address** endpoint is simply an email address (whether a Domotz account or not). 
- A **Webhook** address endpoint is a third party host that will receive a message once the events are triggered. You will find a detailed list with all the possible Webhook events on the [Domotz Portal>Developers>Domotz Webhook](https://portal.domotz.com/developers/#domotz-webhook), in the table under **Webhook Events**.

- **A PSA or Ticketing System** give you the ability to connect to your favourite system and receive there the alerts, Currently supported:     - **Zendesk. **For more details see [here](https://help.domotz.com/user-guide/zendesk/)[.](https://domotz.zendesk.com/hc/en-us/articles/360014055778) - **Autotask PSA**. For more details see [here](https://help.domotz.com/user-guide/autotask-psa/). - **ConnectWise Manage**. For more details a see [here](https://help.domotz.com/user-guide/connectwise-manage/). - **Solutions360 / Q360. **For more details see [here](https://help.domotz.com/integrations/solutions360/). - **FreshService**. For more details see [he](https://help.domotz.com/knowledge-base/freshservice/)[r](https://help.domotz.com/knowledge-base/freshservice/)[e](https://help.domotz.com/knowledge-base/freshservice/). - **FreshDesk**. For more details see [here](https://help.domotz.com/user-guide/freshdesk/). - **RepairShopr**. For more details see [here](https://help.domotz.com/user-guide/repairshopr/). - **ServiceNow.** - **Kaseya BMS.** For more details see [he](https://help.domotz.com/user-guide/kaseya/)[r](https://help.domotz.com/user-guide/kaseya/)[e](https://help.domotz.com/user-guide/kaseya/). - **Syncro** **PSA**. For more details see [he](https://help.domotz.com/integrations/syncro-psa/)[r](https://help.domotz.com/user-guide/syncro-psa/)[e](https://help.domotz.com/user-guide/kaseya/). - **Halo PSA.** For more details see [he](https://help.domotz.com/integrations/halopsa-domotz-integration/)[r](https://help.domotz.com/user-guide/halopsa-domotz-integration/)[e](https://help.domotz.com/user-guide/kaseya/). - **SquadCast.**

- A **Slack webhook** endpoint is a special integration with the Slack messaging software. Please refer to the [Slack webhook creation user guide page ](https://api.slack.com/incoming-webhooks)on how to generate the endpoint URL. 
- A **Microsoft Teams** **webhook **is a special integration with the Microsoft Teams messaging software. Please refer to the [Microsoft Teams guide](https://support.microsoft.com/en-us/office/create-incoming-webhooks-with-workflows-for-microsoft-teams-8ae491c7-0394-4861-ba59-055e33f75498) on how to generate the webhook. 
- To create a **Telegram** contact channel, [please see here](https://help.domotz.com/user-guide/how-to-create-a-telegram-webhook/)

**Then Create a new Shared Alert:**

Shared Alert Configuration Settings

1. Enter a name for the alert in the "Alert Name" field.
2. Choose a color for the alert by selecting one of the colored circles: blue, green, yellow, or pink.
3. Click on “Select Contact Channels” to add contact channels, ensuring at least one is selected.
4. On the right, toggle the switch to enable or disable the shared alert configuration.
5. In the "Events List" section, you can select different events to monitor by checking the corresponding boxes. Categories include:
   - Device Status Events: Options like "Device Goes Up" and "Device Goes Down."
   - Device Configuration Events: Options like "Configuration Change."
   - Device SNMP Events: Options like "Retrieve any SNMP Event."
   - Device TCP Events: Options like "Retrieve any TCP Event."
   - Device RTD Events: Options like "Retrieve any RTD Event."
6. Once all desired settings are configured, click "Create" to save or "Cancel" to exit without saving.

Any Shared Alert can be active (by default) or inactive. This can be changed with the status toggle.

Give the Shared Alert a custom Name and pick a color (this will be of help inside the App during the selection).

### Select all the device events you need to monitor: 

- Device Goes Up
- Device Goes Down
- Hearbeat Lost
- IP Change
- Configuration Change
- Configuration Misalignment
- Retrieve any SNMP Event
- Feature Discovery
- Retrieve any TCP Event
- Retrieve any RTD Event

For a complete description of the above events [please see here](https://help.domotz.com/user-guide/shared-alerts-events-list-explained/)

Select previously created Contact Channels and **Add Events**: You can add one or more events that will trigger alerts to the specified channels. You can choose between devices events or network events. 

Configuring and Managing Shared Alerts

1. Overview: The top section explains that shared alerts can be created for team members to apply them at the device or agent level. Each profile represents an alert sent through specified contact channels and can notify external systems or emails.

2. Create a Shared Alert: Below the description, there's an option to create a new shared alert using a button labeled "Create a Shared Alert".

3. Shared Alert Details: Two examples of shared alerts are displayed.

   - Shared Alert Test 1:
     - Send to Channels: Icons represent various available channels for sending alerts, such as email.
     - Events: Triggers listed include "Device Goes Up," "Device Goes Down," and "Configuration Change."
     - Edit: An "Edit" button is provided for making changes to this alert.

   - Shared Alert Test 2:
     - Send to Channels: A similar set of channel icons for notifications.
     - Events: "Configuration Misalignment" and "Retrieve any SNMP Event" are the specified events.
     - Edit: This alert also features an "Edit" button for adjustments.

Once the Shared Alert is created you'll be able to disable it and modify it.

After creating the Shared Alert, you need to apply the created Alert to a specific device or at the Agent level.

## How to Apply and Remove Shared Alerts

Shared Alerts can be applied as an alternative to Personal Alerts, in all the sections where Alerts can be configured.

Shared Alerts can be removed from the **Shared Alerts Configuration** window by choosing **Delete**.

Shared Alert Configuration Setup

1. Enter the alert name in the "Alert Name" field.
2. Choose a color for the alert from the options: blue, green, yellow, or red.
3. Under "Contact Channels," click "+ Select Contact Channels" to add or edit contacts. Existing contacts are displayed, such as "usertest@mail.com."
4. On the right, under "Events List," select event types for the alert. Check “Device Goes Up,” “Device Goes Down,” and “Configuration Change” to trigger alerts for these events.
5. Use the toggle switch at the top-right to activate or deactivate the alert.
6. At the bottom, click "Update" to save changes or "Cancel" to exit without saving.
7. To delete the alert, click the "Delete" option at the bottom left.

For configuring **Network**Alerts, see [here](https://help.domotz.com/user-guide/network-alerts/).

For configuring **Device**Alerts, see [here](https://help.domotz.com/user-guide/device-alerts/).