Create Integration Profile
Overview
The Integration module in Motadata ObserveOps (formerly known as AIOps) facilitates seamless integration of various supported services with Motadata ObserveOps. This empowers users to harness the capabilities of ObserveOps and automate tasks such as incident creation based on Alerts generated in Motadata ObserveOps.
Integration capability not only enhances user convenience but also significantly reduces the potentiality of errors. Motadata ObserveOps supports integration with a variety of services:
- Motadata ServiceOps
- ServiceNow
- Microsoft Teams
- Atlassian JIRA
- Slack
- SNMP Trap Forwarder
- Syslog Forwarder
Integration Profile Screen
On this screen you will be able to view all the configured Integration Profile for all the integration types. Following are all the option available on the screen:
| Field | Description |
|---|---|
| Profile Name | Name of the Integration profile. |
| Description | Description of the Integration profile. |
| Integration Type | Type of the integration selected for the profile. |
| Used Count | Number of times the profile is mapped with an alert. |
| Action | Actions available for the Integration profile; will be discussed in detail further in the guide. |
To create a new Integration Profile, click on the Create Integration Profile button.
Since each Integration Profile requires you to configure different parameters, we have listed each one separately for ease of convenience.
You can define the Incident Subject and Incident Description using listed macros.
- ServiceOps
- ServiceNow
- Microsoft Teams
- Atlassian JIRA
- Slack
- SNMP Trap Forwarder
- Syslog Forwarder
Motadata ServiceOps Integration
Overview
The ServiceOps Integration module in ObserveOps (formerly known as AIOps) enables closed-loop incident management with Motadata ServiceOps, an IT Service Management (ITSM) tool. ObserveOps automatically creates, updates, and deletes incidents in ServiceOps based on alerts triggered in ObserveOps. All incident creation fields are fetched directly from your ServiceOps instance and populated in the Create Integration Profile form, ensuring the configuration always reflects the latest form structure in ServiceOps.
Prerequisites
Before you can proceed with creating an Integration Profile, you will need to ensure you have configured Motadata ObserveOps to ServiceOps Integration.
Navigation
Go to Menu. Select Settings 
. After that, go to Integration 
and select Integration Profile. Click Create Integration Profile.
Integration Profile Parameters
When you open the Create Integration Profile form and select ServiceOps as the Integration Type, ObserveOps fetches all available incident fields directly from your ServiceOps instance and populates them in the form automatically.
| Field | Required | Description |
|---|---|---|
| Profile Name | Yes | Provide a unique name for the integration profile. |
| Integration Type | Yes | Select ServiceOps from the dropdown menu. |
| Description | No | Enter a description for the integration profile. |
Severity → Impact & Urgency
This section maps ObserveOps alert severity levels to ServiceOps Impact and Urgency values at the time of incident creation.
Two configuration modes are available:
| Mode | Description |
|---|---|
| For all Severity | Applies a single Impact and Urgency value to incidents created for any alert severity. |
| Customise by Severity | Lets you define different Impact and Urgency values for each alert severity level (Critical, Major, Warning, Clear, and Down). |
Impact and Urgency are set once when the ticket is first opened, based on the alert severity at that moment. Subsequent severity changes in ObserveOps do not update Impact or Urgency on the existing ticket.
Default Fields
Use the following fields to pre-populate the ServiceOps incident form. All dropdown values are fetched from your ServiceOps instance.
| Field | Required | Description |
|---|---|---|
| Location | No | Select the location associated with the incident. |
| Category | No | Select a category for the incident. |
| Department | No | Select the department associated with the incident. |
| Technician Group | No | Select a technician group to assign the incident to. |
| Assignee | No | Select the technician to assign the incident to. |
| Vendor | No | Select the vendor associated with the incident. |
| Group | No | Select the group associated with the incident. |
| Tag | No | Select tags to associate with the incident. |
| Auto Close Ticket | No | Toggle to automatically close the ticket in ServiceOps when the corresponding alert moves to a clear state in ObserveOps. Disabled by default. |
Custom Fields
In addition to the default fields listed above, ObserveOps supports ServiceOps custom fields. Custom fields are fetched from ServiceOps when you create the integration profile and appear in the Custom Fields section of the form.
The following custom field types are supported:
| Field Type | Description |
|---|---|
| Text | Single-line text input. |
| Text Area | Multi-line text input. |
| Dropdown | Single-select dropdown or radio button. |
| Multi-Select Dropdown | Dropdown allowing multiple values to be selected. |
| Date / Date & Time | Date or date-and-time picker. |
| Number | Numeric input field. |
| Checkbox | Checkbox group allowing multiple selections. |
| Dependent Field | Cascading field where available child values depend on the selected parent value. |
If the ServiceOps incident form is updated (for example, new fields are added or dropdown values are modified), re-save the integration profile to fetch the latest form configuration from ServiceOps.
Modify Default Incident
Use these fields to define the subject line and description for incidents created in ServiceOps. Both fields support macros to dynamically populate alert data at the time of incident creation.
| Field | Required | Description |
|---|---|---|
| Incident Subject | Yes | Enter the subject line for the ServiceOps incident. |
| Incident Description | Yes | Enter the description body for the ServiceOps incident. |
Default values are pre-populated with the following macro template:
Incident Subject
$$$policy.name$$$-$$$object.name$$$($$$object.ip$$$)-$$$counter$$$
Incident Description
Object Name: $$$object.name$$$
IP / Host: $$$object.ip$$$
Object Type: $$$object.type$$$
Metric: $$$counter$$$
Metric Value: $$$value$$$
Severity: $$$severity$$$
Policy Name: $$$policy.name$$$
Policy Type: $$$policy.type$$$
Field Population and Rate Limiting
ObserveOps fetches all available incident fields from ServiceOps automatically when you open the Create Integration Profile form. A progress indicator is displayed while the fields are being retrieved.
If ServiceOps rate-limiting is encountered during field retrieval, ObserveOps automatically pauses and retries the request after a 10-second delay. A Retrying in 10 seconds… message is displayed while the retry is in progress. The field population process resumes automatically. No action is required from you.
Select the Reset button to clear all entered values.
Select the Create Integration Profile button to save the configuration.
ServiceNow Integration
Overview
Integration Profile will facilitate raising an incident based on the alert generated on the Motadata ObserveOps. You can map multiple fields, for instance Group, Technician, Category, Service, Impact, and Urgency right from the Integration Profile screen.
Prerequisites
Before you can proceed with creating an Integration Profile, you will need to ensure you have configured Motadata AIOps to ServiceNow Integration.
Navigation
Go to Menu. Select Settings . After that, Go to Integration and select ServiceNow. The Motadata ServiceNow integration screen is displayed.
Integration Profile Parameters
You will need to configure integration profile parameters on Motadata ObserveOps in order to properly create Incidents/Events on ServiceNow. Enter the following details on the Create Integration Profile page:
| Field | Description |
|---|---|
| Profile Name | Provide a profile name for the integration profile. |
| Integration Type | Select Service Now from the dropdown menu. |
| Description | Enter a description for the integration profile, if required. |
| Category | Select a category from the dropdown menu. |
| Sub-Category | Select a sub-category from the dropdown menu. |
| Group | Select a Group from the dropdown menu. The list of Group will be imported as is from ServiceNow. |
| Technician | Technician will be auto-selected based on the group. You can request a specific technician from the dropdown menu. |
| Impact | Select Impact severity for the alert from the dropdown. |
| Urgency | Select an urgency timeline for the alert from the dropdown. |
| Assignee | Select an assignee for the ticket from the dropdown. |
| Department | Select the department of the assignee from the dropdown. |
| Delay Trigger | Enter a numerical value to delay the ticket generation on ServiceNow. The value is in minutes. |
| Business Hour | Use the dropdown to select business hour timings. ServiceNow will only generate tickets during the specified business hours. |
| Do not trigger if the alert is Acknowledged | This option is only available when Delay Trigger option is active. If the alert is acknowledged, no incident will be created on ServiceNow. |
| Auto Close Ticket | Toggle this button to automatically close the ticket in ServiceNow when the corresponding alert moves to a clear severity state in ObserveOps. |
| Ticket Status | This option is only available when Auto Close Ticket is enabled. You can choose if you want to show the status of cleared tickets as Closed or Resolved upon Auto-Close. |
Select the Reset button to erase all the current field values, if required.
Select the Create Integration Profile button to create the profile.
Microsoft Teams Integration
Overview
The Microsoft Teams integration allows seamless communication between Motadata ObserveOps and your internal IT teams. By connecting your Teams channels, you can receive critical alerts and notifications directly within your familiar collaboration environment. This ensures timely awareness of any significant events or issues related to your network infrastructure.
The integration provides granular control, enabling you to specify which Teams channels receive notifications for specific events or alerts. This targeted delivery of information empowers your team to make informed decisions and respond promptly to any critical situations.
Prerequisites
Before you can proceed with creating an Integration Profile, you will need to ensure you have configured Motadata AIOps to Microsoft Teams Integration.
Navigation
Go to Menu. Select Settings . After that, Go to Integration and select Microsoft Teams. The Microsoft Teams integration screen is displayed.
Integration Profile Parameters
You will need to configure integration profile parameters on Motadata ObserveOps in order to ensure intimation is sent to defined channel on Microsoft Teams. Enter the following details on the Create Integration Profile page:
| Field | Description |
|---|---|
| Profile Name | Provide a profile name for the integration profile. |
| Integration Type | Select Microsoft Teams from the dropdown menu. |
| Description | Enter a description for the integration profile, if required. |
| Handle Name | Provide a handle name. This handle name will be used in Policy settings to intimate people/channel you assign to this particular handle. |
| Team | Select a Team from the dropdown menu. |
| Channel Type | Choose the channel type from Public or Private |
| Channel | Use the dropdown to select a channel which would be intimated when a policy is breached. |
Click on the Test button to perform a test run of the configuration. For testing, Motadata ObserveOps will send a message to the Microsoft Teams channel you configured in the profile.
Select the Reset button to erase all the current field values, if required.
Select the Create Integration Profile button to create the profile.
Atlassian JIRA
Overview
The integration of Motadata ObserveOps with Atlassian JIRA bridges the gap between network operations and incident management workflows. This integration enhances operational efficiency by automating the creation of JIRA issues directly from Motadata ObserveOps alerts.
The integration establishes a synchronization of updates between Motadata ObserveOps and Atlassian JIRA. This ensures data consistency across both platforms, affording a unified and current perspective on incident resolution progress.This streamlines incident management, improves team collaboration, and ultimately contributes to faster mean time to resolution (MTTR).
Prerequisites
Before you can proceed with creating an Integration Profile, you will need to ensure you have configured Motadata AIOps to Atlassian JIRA Integration.
JIRA Workflow Mapping
The integration does not override JIRA's workflow rules. It must respect the workflow design configured in JIRA. Hence, JIRA issues can only change states as defined by the workflow rules of your project.
For instance, if an issue is in the 'In Progress' state, it cannot be directly closed unless the workflow explicitly allows a state change from 'In Progress' to 'Closed'.
If the integration attempts to perform an invalid state change (e.g., closing a ticket from an incompatible state), the action will fail.
Similarly, reopening a ticket may require specific state change (e.g., from 'Closed' to 'Reopened') that must be defined in the workflow.
Status and Transition Matching
The current integration relies on exact naming matches between the statuses and transitions in JIRA.
If the integration is set to auto-close a ticket, the transition name (e.g., 'Close') must exactly match the status available in the JIRA workflow for that ticket's current state. Along with that, your project workflow should also allow the direct status change as mentioned in the previous section.
If the names do not match, (for instance, transition is 'Close' and status is 'Resolve'), the auto-close functionality will fail.
To understand statuses and transitions better, refer to the image below:
As you can view in the image, the transitions on the left side match exactly with the statuses on the right side. Ensure your project workflow follows the same methodology to ensure auto-close and reopen ticket feature functions as expected.
Navigation
Go to Menu. Select Settings . After that, Go to Integration and select Atlassian JIRA. The Atlassian JIRA integration screen is displayed.
Integration Profile Parameters
You will need to configure integration profile parameters on Motadata ObserveOps in order to properly create Incidents/Tasks/Bugs on JIRA. Enter the following details on the Create Integration Profile page:
| Field | Description |
|---|---|
| Profile Name | Provide a profile name for the integration profile. |
| Integration Type | Select Atlassian JIRA from the dropdown menu. |
| Description | Enter a description for the integration profile, if required. |
| Project | Select the project using the dropdown for which you want to create the integration profile. |
| Issue Type | Select an issue type to create using the dropdown. (Every issue type has different configuration parameters). |
| Group | Select the corresponding Atlassian Jira field to map with the ObserveOps group. |
| Tag | Select the corresponding Atlassian Jira field to map with the ObserveOps tag. |
| Component(s) | Select a component of the JIRA project using the dropdown menu. |
| Reporter | Choose a reporter using the dropdown menu. |
| Assignee | Choose an assignee using the dropdown menu. |
| Priority | Select a priority for the issue/task/incident using the dropdown. |
| Labels | Enter a label name you wish to assign. |
| Auto Close Ticket | Toggle this button to automatically close the ticket in JIRA when the corresponding alert moves to a clear severity state in ObserveOps. |
| Issue Status | This option is only available when Auto Close Ticket is enabled. You can choose the status you want to display for auto-closed tickets using the dropdown. |
| Re-open closed ticket | This option is only available when Reopen closed ticket is enabled for the integration. Use the dropdown to select the status of the issue if and when it is reopened. |
Make sure you only populate the field(s) in the Integration profile that are present in your JIRA project. For instance, if your JIRA project does not have a 'Label' field and you populate the 'Label' field in the integration profile, the issue/task/incident creation will fail.
Ensure you have deployed required workflows in order to auto close tickets on Atlassian JIRA. You can read more on required JIRA workflows in the Prerequisites section of this guide.
Select the Reset button to erase all the current field values and start afresh.
Select the Create Integration Profile button to create the profile.
Creating a Slack Integration Profile
By integrating Slack with Motadata ObserveOps, your IT operations gain real-time visibility and alerting capabilities directly within team’s preferred communication platform. This streamlines collaboration, reduces alert fatigue, and improves team’s ability to respond swiftly to incidents, helping to maintain uptime and operational efficiency.
Prerequisites
Before you can proceed with creating an Integration Profile, you will need to ensure you have configured Motadata AIOps to Slack Integration.
Navigation
Go to Menu. Select Settings . After that, go to Integration and select Slack. The Slack integration screen is displayed. Click on Create Integration Profile.
Integration Profile Parameters
You will need to configure the following fields on the Create Integration Profile screen to enable alert routing from Motadata ObserveOps to Slack:
| Field | Description |
|---|---|
| Profile Name | Provide a name for the integration profile. |
| Integration Type | Select Slack from the dropdown menu. |
| Description | Optional description to clarify the use of this profile. |
| Handle Name | The Handle name is same as Profile name with forward slash (/) in the beginning which will be used in Policy Settings to Notify Team. |
| Workspace | Select workspace from the dropdown menu. |
| Channel Type | Select channel type you are integrating. i.e., Public or Private. |
| Channel | Select the channel from the dropdown menu. |
To receive events in private Slack channels, you must invite the Slack bot to each private channel manually after app installation.
Select the Reset button to clear all entered values.
Select the Create Integration Profile button to save the configuration and activate the Slack integration.
SNMP Trap Forwarder Integration
Overview
The SNMP Trap Forwarder integration allows Motadata ObserveOps to forward alerts as SNMP traps to an external SNMP trap receiver or network management system. When an alert is triggered, ObserveOps sends an SNMP trap to the configured destination host, enabling correlation with third-party monitoring tools that support SNMP.
Navigation
Go to Menu > Settings > Integration > Integration Profile. Click Create Integration Profile and select SNMP Trap Forwarder from the Integration Type dropdown.
Integration Profile Parameters
| Field | Description |
|---|---|
| Profile Name | Provide a unique name for the integration profile. |
| Integration Type | Select SNMP Trap Forwarder from the dropdown menu. |
| Description | Enter an optional description for this profile. |
| IP / Host Name | Enter the IP address or hostname of the SNMP trap receiver where traps will be forwarded. |
| Port | Enter the port number on which the SNMP trap receiver is listening. Default is 1620. |
| Timeout | Enter the timeout value (in seconds) for the SNMP trap delivery attempt. |
| Credential Profile | Select an existing SNMP credential profile from the dropdown, or click Create Credential Profile to create a new one. The credential profile defines the SNMP version, community string, or authentication settings used to send the trap. |
| SNMP Trap Subject | Enter the subject line for the SNMP trap message. Use template variables to include alert context (see variable reference below). |
| SNMP Trap Description | Enter the body of the SNMP trap message. Use template variables to compose a structured alert message. |
Template Variables
Use the following variables in SNMP Trap Subject and SNMP Trap Description to dynamically populate alert data at the time of delivery:
| Variable | Description |
|---|---|
$$policy.name$$ | Name of the policy that triggered the alert |
$$object.name$$ | Name of the monitored object |
$$object.ip$$ | IP address of the monitored object |
$$object.type$$ | Type of the monitored object |
$$counter$$ | Metric or counter that triggered the alert |
$$value$$ | Metric value at the time the alert fired |
$$severity$$ | Alert severity: Critical, Major, or Warning |
$$policy.type$$ | Type of policy that generated the alert |
$$policy.message$$ | Custom message configured on the policy |
Example SNMP Trap Subject
$$policy.name$$ - $$object.name$$ ($$object.ip$$) - $$counter$$
Example SNMP Trap Description
Object Name: $$object.name$$
IP / Host: $$object.ip$$
Object Type: $$object.type$$
Metric: $$counter$$
Metric Value: $$value$$
Severity: $$severity$$
Policy Name: $$policy.name$$
Policy Type: $$policy.type$$
Message: $$policy.message$$
Select the Test button to verify that ObserveOps can reach the configured SNMP trap receiver.
Select the Reset button to clear all entered values.
Select the Create Integration Profile button to save the configuration.
Syslog Forwarder Integration
Overview
The Syslog Forwarder integration enables Motadata ObserveOps to forward alert notifications as syslog messages to an external syslog server or SIEM platform. When an alert fires, ObserveOps sends a formatted syslog message to the configured destination, enabling centralized log aggregation and correlation across your environment.
Navigation
Go to Menu > Settings > Integration > Integration Profile. Click Create Integration Profile and select Syslog Forwarder from the Integration Type dropdown.
Integration Profile Parameters
| Field | Description |
|---|---|
| Profile Name | Provide a unique name for the integration profile. |
| Integration Type | Select Syslog Forwarder from the dropdown menu. |
| Description | Enter an optional description for this profile. |
| IP / Host Name | Enter the IP address or hostname of the syslog server where messages will be forwarded. |
| Port | Enter the port number on which the syslog server is listening. Default is 5140. |
| TLS Enabled | Toggle to enable TLS encryption for syslog transmission. Disabled by default. Enable this when the syslog server requires a secure connection. |
| Protocol | Select the transport protocol for syslog delivery. Options: TCP (default) or UDP. Use TCP for guaranteed delivery; use UDP for lower overhead when loss is acceptable. |
| Syslog Formatter | Select the syslog message format. Options: RFC5424 (default) or RFC3164. RFC5424 is the modern structured format; RFC3164 is the legacy BSD format. |
| Facility | Select the syslog facility code that identifies the source of the message to the syslog server. Default is daemon. |
| Syslog Subject | Enter the subject line for the syslog message. Use template variables to include alert context (see variable reference below). |
| Syslog Description | Enter the body of the syslog message. Use template variables to compose a structured alert message. |
Template Variables
Use the following variables in Syslog Subject and Syslog Description to dynamically populate alert data at the time of delivery:
| Variable | Description |
|---|---|
$$policy.name$$ | Name of the policy that triggered the alert |
$$object.name$$ | Name of the monitored object |
$$object.ip$$ | IP address of the monitored object |
$$object.type$$ | Type of the monitored object |
$$counter$$ | Metric or counter that triggered the alert |
$$value$$ | Metric value at the time the alert fired |
$$severity$$ | Alert severity: Critical, Major, or Warning |
$$policy.type$$ | Type of policy that generated the alert |
$$policy.message$$ | Custom message configured on the policy |
Example Syslog Subject
$$policy.name$$ - $$object.name$$ ($$object.ip$$) - $$counter$$
Example Syslog Description
Object Name: $$object.name$$
IP / Host: $$object.ip$$
Object Type: $$object.type$$
Metric: $$counter$$
Metric Value: $$value$$
Severity: $$severity$$
Policy Name: $$policy.name$$
Policy Type: $$policy.type$$
Message: $$policy.message$$
Select the Reset button to clear all entered values.
Select the Create Integration Profile button to save the configuration.