Webhook Events

Event Types

Event Types are the top level event on a Webhook response object.

All Event Types that can be received are as follows.

type EventType = 'config_update' | 'status_update'

config_update: will be sent if some partner has updated their alerts configuration
status_update: will be sent as a response to some ticket action being performed against our API.

Events

Events are some event that happened based on some ticket action that was take against out alerts API. Such as ticket creation, ticket appending and more.

enum AuditTrailEventType {
    ALERTS_DISABLED = "Alerts Disabled",
    ALERT_RECEIVED = "Alert Received",
    VENDOR_ACCOUNT_FOUND = "Vendor Account Found",
    ACCOUNT_SELECTED = "Account Selected",
    ACCOUNT_NOT_FOUND = "Account Not Found",
    ACCOUNT_NOT_MAPPED = "Account Not Mapped",
    INTEGRATION_NOT_CONFIGURED = "Integration Not Configured",
    INTEGRATION_DELETED = "Integration Deleted",
    NO_RULES_DEFINED = "Ruleset Not Found",
    RULE_DELETED = "Rule was deleted",
    RULES_FOUND = "Ruleset Found",
    ALL_RULES_DISABLED = "Rules Disabled For Service",
    PRODUCT_GROUP_FOUND = "Product Group Found",
    PRODUCT_GROUP_NOT_FOUND = "Product Group Not Found",
    RULE_SELECTED = "Rule Selected",
    TICKET_SENT = "Ticket Sent",
    TICKET_RESPONSE = "Ticket Response",
    TICKET_CREATION_FAILED = "Failed To Create Ticket",
    TICKET_RETRY = "Ticket Retry",
    TICKET_CREATED = "Ticket Created",
    TICKET_PATCH_RECEIVED = "Ticket Update Received",
    TICKET_UPDATE_SENT = "Ticket Note Update Sent",
    TICKET_UPDATED = "Ticket Updated",
    TICKED_UPDATE_FAILED = "Ticket Update Failed",
    TICKET_LOG_NOT_FOUND_APPEND = "Ticket Not Found",
    TICKET_RESOLUTION_SENT = "Ticket Resolution Sent",
    TICKET_RESOLUTION_SUCCESSFUL = "Ticket Resolution Sucessful",
    TICKET_RESOLUTION_FAILED = "Ticket Resolution Failed"
}

Ticket Status

type TicketStatus = 'created' | 'failed' | 'retrying' | 'suppressed' | 'appended' | 'resolved';

The following is a list of statuses you will receive in the payload as a result of firing an Alert, as well as reasons that they would be sent to you.

[
  {
    "status": "created",
    "reasons": [
      {
        "trigger": "When ticket was successfully created against the PSA",
        "reason": "Ticket is created in the psa"
      }
    ]
  },
  {
    "status": "appended",
    "reasons": [
      {
        "trigger": "When a ticket was sucessfully append in the PSA",
        "reason": "Ticket has been appended successfully"
      }
    ]
  },
  {
    "status": "resolved",
    "reasons": [
      {
        "trigger": "When a ticket was successfully closed in the PSA",
        "reason": "Ticket was successfully resolved"
      }
    ]
  },
  {
    "status": "unknown",
    "reasons": [
      "This is a fallback, so it will only appear in the case of a partial/dropped ticket"
    ]
  },
  {
    "status": "suppressed",
    "reasons": [
      {
        "trigger": "Can happen on create, append, or resolve",
        "reason": "Alerts feature disabled by user"
      },
      {
        "trigger": "Can happend during create",
        "reason": "No rules defined for product group supplied in alert"
      },
      {
        "trigger": "Can happen during create",
        "reason": "All rules disabled by user"
      },
      {
        "trigger": "Can happend during append or resolve",
        "reason": "Rule disabled by user, during append or resolves"
      },
      {
        "trigger": "Can happen during create, append or resolve",
        "reason": "No ticket found with matching correlationId"
      },
      {
        "trigger": "Can happen during append or resolve",
        "reason": "When no rule found during append, it was almost surely deleted by the user"
      },
      {
        "trigger": "Can happen during append or resolve",
        "reason": "Integration was delete by user"
      }
    ]
  },
  {
    "status": "failed",
    "reasons": [
      {
        "trigger": "Can happen during create",
        "reason": "Vendor account not found"
      },
      {
        "trigger": "Can happen during create",
        "reason": "Vendor account not mapped to a PSA account"
      },
      {
        "trigger": "Can happen during create",
        "reason": "Failed to create ticket in PSA"
      },
      {
        "trigger": "Can happen during append",
        "reason": "Ticket append failed"
      },
      {
        "trigger": "Can happen during resolve",
        "reason": "Ticket Resolution failed"
      }
    ]
  }
]