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# What this PR does The `docs/reference` shortcode supports contextual destinations and version inference. `<ONCALL VERSION>` is inferred to match the version of the documentation set. For example, the inferred version for the page /docs/grafana/oncall/latest/get-started/ is "latest". It can also be overriden using front matter. Given the same page, but with the additional front matter `oncall_version: next`, the variable is substituted with "next" rather than "latest". Contextual destinations are achieved using repeated labels in the shortcode inner text. The format is [<LABEL>]: "<PAGE PATH PREFIX> -> <HUGO REFERENCE>". - _`<LABEL>`_ matches the reference style link label used in the rest of the text. - _`<PAGE PATH PREFIX>`_ is matched against the page during the production build. If the match is successful, the destination that is used is _`<HUGO REFERENCE>`_. The first matching prefix is used, not the longest matching prefix. ## Which issue(s) this PR fixes - Broken links due to ambiguous relref resolution. Any relref parameter that does not start with either `/`, `./`, or `../` can resolve ambiguously and is resulting in broken link behavior on the current site. - Broken links in Grafana Cloud. We mount OnCall documentation in Grafana Cloud. In https://github.com/grafana/website/pull/13872 the location will become /docs/grafana-cloud/alerting-and-irm/oncall. This PR is intended to be merged alongside that PR. --------- Signed-off-by: Jack Baldry <jack.baldry@grafana.com> Co-authored-by: Joey Orlando <joey.orlando@grafana.com>
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https://grafana.com/docs/oncall/latest/integrations/available-integrations/configure-zendesk/ |
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Zendesk | 500 |
Zendesk integration for Grafana OnCall
The Zendesk integration for Grafana OnCall handles ticket events sent from Zendesk webhooks. The integration provides grouping, auto-acknowledge and auto-resolve logic via customizable alert templates.
You must have the [role of Admin][user-and-team-management] to be able to create integrations in Grafana OnCall.
Configuring Grafana OnCall to Receive Alerts from Zendesk
- In the Integrations tab, click + New integration.
- Select Zendesk from the list of available integrations.
- Enter a name and description for the integration, click Create
- A new page will open with the integration details. Copy the OnCall Integration URL from HTTP Endpoint section.
Configuring Zendesk to Send Alerts to Grafana OnCall
Create a new "Trigger or automation" webhook connection in Zendesk to send events to Grafana OnCall using the integration URL above.
Refer to [Zendesk documentation] (https://support.zendesk.com/hc/en-us/articles/4408839108378-Creating-webhooks-to-interact-with-third-party-systems ) for more information on how to create and manage webhooks.
After setting up a webhook in Zendesk, create a new trigger with the following condition:
Meet ANY of the following conditions: "Ticket Is Created", "Ticket status Changed"
Set Notify webhook as the trigger action and select the webhook you created earlier.
In the JSON body field, use the following JSON template:
{
"ticket": {
"id": "{{ticket.id}}",
"url": "{{ticket.url}}",
"status": "{{ticket.status}}",
"title": "{{ticket.title}}",
"description": "{{ticket.description}}"
}
}
After setting up the connection, you can test it by creating a new ticket in Zendesk. You should see a new alert group in Grafana OnCall.
Grouping, auto-acknowledge and auto-resolve
Grafana OnCall provides grouping, auto-acknowledge and auto-resolve logic for the Zendesk integration:
- Alerts created from ticket events are grouped by ticket ID
- Alert groups are auto-acknowledged when the ticket status is set to "Pending"
- Alert groups are auto-resolved when the ticket status is set to "Solved"
To customize this behaviour, consider modifying alert templates in integration settings.
{{% docs/reference %}} [user-and-team-management]: "/docs/oncall/ -> /docs/oncall//user-and-team-management" [user-and-team-management]: "/docs/grafana-cloud/ -> /docs/grafana-cloud/alerting-and-irm/oncall/user-and-team-management" {{% /docs/reference %}}