ServerPing allows you to offer a monitoring with response service by giving customers the option to open a help desk ticket if an alert is triggered.
First, create a new ServerPing/Server monitoring package called monitoring with response for example. Then in the module settings, check the box next to "Show Open Help Desk Ticket on Alert Option".
When a user has a package with this option enabled, when they add or edit a check they will see a option that says "Open a support ticket in the event of a failure". When they set this to yes, if a check fails a new ticket will be opened in the WHMCS support system. For each failure message after that, it will be added as a reply until the check is passed again. If the check then fails again, a new ticket will be opened.
In order for ServerPing to be able to open tickets, you will need to configure your WHMCS API Information by following these steps:
- From the WHMCS admin area select Addons->ServerPing
- For the HelpDesk API and Password fields, fill in a valid WHMCS admin user with API access. We recommend setting up a new admin in WHMCS and only granting API privileges.
- For the HelpDesk URL field, enter the full path to your WHMCS's api file, e.g. https://yourdomain.com/includes/api.php
- Enter the support department number for the ticket to be opened under.
- Enter the priortiy the ticket should have, and then select when to trigger the alert, how often, and the max replies to add and save your changed.
- From the WHMCS admin area, go to Setup->General Settings, Security, in the API IP Access Restriction field, enter in the ip addresses of all of your check servers.
- Finally, be sure and run supervisorctl reload on each check server.
