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.

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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.