ITSM Notifications

IT Service Management (ITSM) lets you specify an email address to send specialized alert messages designed for better integration with external ticketing systems or Remote Monitoring and Management (RMM) systems. Normally, ShadowControl sends alerts in a consolidated digest every ten minutes. ITSM notifications send each alert as a separate email with a fixed subject line so they can be easily parsed by an external system.

To enable ITSM notifications, follow these steps:

  1. In the ShadowControl console, browse to Appliance Settings > ITSM Notifications.
  2. Select Enable IT service management notifications.
  3. Provide the following configuration details, and then click Save:

    4. Email Address

    The ITSM email address.

    Note: This should be an email address used exclusively by the external system.

    Notification Language

    The desired language for the ITSM notifications.

    Notification Type

    The type and frequency of ITSM notifications:

    Send on EndPoint status change: Sends an alert only when a rule violation causes the EndPoint status to change. For example, from Good to Warning, or Good to Critical.

    Send separate notifications for each status rule violation: Sends an alert for every rule violation, regardless of current EndPoint status. This option results in more ITSM notifications.