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Zammad

Zammad Setup

  1. Install Zammad: Follow the installation instructions provided in the Zammad documentation.

  2. Generate API Token:

  3. Click on your User Initials in Zammad.
  4. Navigate to Profile > Token Access.
  5. Click "Create".
  6. Name the Token "Tactical RMM" and select "Ticket Agent".
  7. Click "Create" to generate the token.

  8. Add Customers and Emails: Ensure each customer in Zammad has a corresponding email associated.


Tactical RMM Setup

  1. Add Custom Field in Sites:
  2. Add a custom field under Sites called Zammad-Email
  3. Populate this field with the corresponding email addresses from Zammad to match up with customers.

  4. Add Webhook:

  5. URL Pattern: https://your_zammad_domain.com/api/v1/tickets

  6. Method: POST

  7. Request Headers:

    {
        "Content-Type": "application/json",
        "Authorization": "Bearer your_generated_token_here"
    }
    

Replace your_generated_token_here with the actual API token generated from Zammad.

  1. Request Body:
    {
    "title": "{{ alert.severity }} on {{ agent.hostname }}",
    "group": "Users",
    "customer": "{{ client.Zammad-Email }}",
    "article": {
        "subject": "{{ alert.severity }} on {{ agent.hostname }}",
        "body": "Client: {{agent.site.client.name}}, Site: {{agent.site.name}}: {{ alert.message }} at {{ alert.alert_time }}",
        "type": "note",
        "internal": false
    }
    }
    
  2. {{ alert.severity }}, {{ agent.hostname }}, {{ alert.message }}, and {{ alert.alert_time }} are placeholders that will be replaced with actual data from Tactical RMM alerts.
  3. {{ client.Zammad-Email }} refers to the custom field you added under Sites where you store the corresponding Zammad email for each customer.

  4. Add Webhook to Alert Policy:

    • Assign the webhook to the appropriate Alert Policy that is assigned to customers in Tactical RMM.

Notes:

  • Ensure that the API token in the Authorization header (Bearer your_generated_token_here) has the necessary permissions (e.g., ticket.agent) to create tickets in Zammad.
  • Adjust the title, group, customer, article fields in the request body as per your specific requirements and Zammad's API capabilities.
  • Test the integration thoroughly to ensure that alerts from Tactical RMM are correctly creating tickets in Zammad with the expected data.