How to integrate Meraki alerts into Connectwise Manage

Providing a managed service for Cisco Meraki networks?  You’ll need to think about how you’re managing Meraki alerts – and coping with noise of duplicate tickets.  Left unchecked, your service team can easily get swamped – leaving important incidents unprocessed – and customers unhappy.

For basic integration, Meraki webhooks can trigger scripts that create Connectwise Manage tickets – or you can use AlertMagic to do that for you.  For customers wanting to go beyond that, AlertMagic then offers several key advantages:

•  Rules-based de-duplication.  Whilst we have found benefits in engaging AI to de-duplicate,  the latency uncertainty adds risk to meeting service levels.  For critical alerts, those precious AI minutes eat into tight SLA targets – and potential penalties.  Instead, AlertMagic uses analytics and rules to de-duplicate tickets by appending.  
• AI Ticket enhancement.  Complex technical data can be easily interpreted by an AI engine to provide simpler triage information and routing.  Crucially, this is a low-latency process that materially reduces MTTR and service management overhead.
• Further Ticket enrichment.  Customer-defined playbooks triggering auto-enrichment processes, for example log-capture and attach, can be a super-cost effective way of supporting the engineering team.  Look to capture the common & repeated tasks performed in diagnosis.
• Problem Management escalation.  Review incident analytics to determine frequent offenders – and raise problem tickets to fix and resolve.  
• Auto-remediate incidents.  For common incident types, playbooks can be extended to auto-remediate.  Consider intially low-risk restarts, such as a docker container, router, or linux server.  Then you can enhance your playbooks as you grow more confident.