Integrate PagerDuty with SugarCRM

Appy Pie Connect allows you to automate multiple workflows between PagerDuty and SugarCRM

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About PagerDuty

PagerDuty is the central nervous system for a company's digital operations. PagerDuty identifies issues and opportunities in real time and brings together the right people to respond to problems faster and prevent them in the future.

About SugarCRM

SugarCRM is a comprehensive customer relationship management product, from sales and marketing to service and support. It is used by companies of all sizes, across all industries.

Want to explore PagerDuty + SugarCRM quick connects for faster integration? Here’s our list of the best PagerDuty + SugarCRM quick connects.

Explore quick connects

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Connect PagerDuty + SugarCRM in easier way

It's easy to connect PagerDuty + SugarCRM without coding knowledge. Start creating your own business flow.

  • Triggers
  • New Incident

    Triggers when new incidents are created.

  • New Case

    Triggers when you add a new case

  • New Contact

    Triggers when you add a new contact

  • New Lead

    Triggers when you add a new lead

  • New Opportunity

    Triggers when you add a new opportunity

  • New Task

    Triggers when you add a new task

  • New User

    Triggers when you add a new user

  • Actions
  • Add Acknowledge Event

    Acknowledge the incident with this Incident Key.

  • Add Resolve Event

    Resolve the incident with this Incident Key.

  • Add Trigger Event

    Trigger an incident in PagerDuty with this Incident Key.

  • Create Case

    Create a new case

How PagerDuty & SugarCRM Integrations Work

  1. Step 1: Choose PagerDuty as a trigger app and authenticate it on Appy Pie Connect.

    (30 seconds)

  2. Step 2: Select "Trigger" from the Triggers List.

    (10 seconds)

  3. Step 3: Pick SugarCRM as an action app and authenticate.

    (30 seconds)

  4. Step 4: Select a resulting action from the Action List.

    (10 seconds)

  5. Step 5: Select the data you want to send from PagerDuty to SugarCRM.

    (2 minutes)

  6. Your Connect is ready! It's time to start enjoying the benefits of workflow automation.

Integration of PagerDuty and SugarCRM

The purpose of this article is to share the benefits of integrating PagerDuty and SugarCRM. The introduction will cover background information about PagerDuty and SugarCRM, as well as the way in which these two applications can be integrated.

PagerDuty

PagerDuty is a software company that offers ticket management software for IT support teams. The software is designed to help teams better handle critical incidents. To learn more about PagerDuty, you can visit the website at http://www.pagerduty.com.

SugarCRM

SugarCRM is customer relationship management (CRM. software that helps companies manage their customer relationships. The software provides a variety of functions that enable users to gain greater visibility into their customers and prospects, as well as enabling them to take action based on what they see. To learn more about SugarCRM, you can visit the website at http://www.sugarcrm.com.

In order to integrate PagerDuty and SugarCRM, an organization needs to create a mechanism where both systems can communicate with each other. In this section, I will discuss how PagerDuty and SugarCRM can be integrated using web hooks. I will also include a list of components that need to be considered when integrating these two applications.

Web hooks are a type of API that can be used to connect a system to a web application. Web hooks are typically used to send data from one system to another through HTTP requests sent to a specified URL. An example of a web hook is the PayPal checkout button on an e-commerce site, which sends an HTTP request containing order information from the e-commerce site to PayPal, so PayPal knows how to charge the customer’s credit card for the items purchased. In our scenario, PagerDuty would provide a web hook URL that allows SugarCRM to send messages to it whenever a new case is created in the CRM system.

The main components we will need to consider when integrating PagerDuty and SugarCRM include:

The integration architecture. This includes the integration between the PagerDuty web hook and SugarCRM’s web services; it also includes the integration between the two applications’ user interfaces (UIs.

The integration mechanism. This includes the mechanism for sending messages from SugarCRM to PagerDuty and vice versa.

The integration testing strategy. This includes the test cases we use to ensure the integration components work as expected.

Since we need to integrate PagerDuty and SugarCRM’s UIs, we will need to design and build a mechanism that enables us to send messages from one UI to another. We can do this through AJAX or JSONP calls where we call one UI from another using the JavaScript post method. If we use AJAX, we can use XMLHttpRequest object methods such as open(. and send(. to send data from one application to another, as shown in the fplowing code:

var targetURL = url; var xmlhttpReq = false; if (window.XMLHttpRequest. { xmlhttpReq = new XMLHttpRequest(); } else if (window.ActiveXObject. { xmlhttpReq = new ActiveXObject("Msxml2.XMLHTTP"); } else { // no support for XMLHttpRequest xmlhttpReq = false; } ... ... // Builds the JSONP object for SugarCRM $('#aspnetForm'.ajaxSubmit(function(event, ui. { alert('ajaxSend'); $('#aspnetForm'.serialize(); $('#aspnetForm'.submit(); });

If we use JSONP, we can use JavaScript’s setTimeout method to create an interval that calls the other application’s UI every 5 seconds (or some other interval), as shown in the fplowing code:

// Creates global variables function startTimer(. { window.setTimeout(function(. { $("#btn_send".click(); }, 5000); } // Start timer function stopTimer(. { window.clearTimeout(timeoutID); } ... ... <button id="btn_send" onclick="startTimer()">Send</button> <script type="text/javascript"> var timeoutID = null; </script>

The next component that needs to be considered when integrating PagerDuty and SugarCRM is how messages will be passed between the two applications—this includes what format messages will be in when they are passed between applications. Messages could be passed in XML, JSON, or plain text formats. Since JSONP is commonly used in web development today, we will use JSONP in our scenario for messaging between these two applications. Since JSONP uses JavaScript’s setTimeout method, messages will be passed in plain text format between applications via AJAX calls using JavaScript’s built-in document object model (DOM. The fplowing are examples of message formats that could be passed between PagerDuty and SugarCRM:

Test Case 1

This test case verifies that when a new incident is created in SugarCRM, it is also created in PagerDuty along with any additional information included in the SugarCRM incident record. We would expect to see an incident created in both systems when a new incident record is created in the SugarCRM system with all required fields filled out. To test this test case, we would create a test case for creating an incident record in SugarCRM, then verify that an incident record was created in PagerDuty by calling its API and examining its payload payload for details about the incident created in PagerDuty.

Test Case 2

This test case verifies that when an incident record created in SugarCRM is updated or deleted, it is also updated or deleted in PagerDuty along with any additional information included in the SugarCRM incident record. We would expect to see an incident updated or deleted in both systems when an incident record is updated or deleted in SugarCRM with all required fields filled out. To test this test case, we would create a test case for updating or deleting an incident record in SugarCRM, then verify that an incident record was updated or deleted in PagerDuty by calling its API and examining its payload payload for details about the incident updated or deleted in PagerDuty.

Test Case 3

This test case verifies that when a new issue log entry is created in PagerDuty, it is also created in SugarCRM along with any additional information included in the PagerDuty issue log entry. We would expect to see an incident created in both systems when a new issue log entry is created in PagerDuty with all required fields filled out. To test this test case, we would create a test case for creating an issue log entry in PagerDuty, then verify that an incident record was created in SugarCRM by calling its API and examining its payload payload for details about the incident created in PagerDuty.

Test Case 4

This test case verifies that when a new issue log entry created in PagerDuty is updated or deleted, it is also updated or deleted in SugarCRM along with any additional information included in the PagerDuty issue log entry. We would expect to see an incident updated or deleted in both systems when an issue log entry is updated or deleted in PagerDuty with all required fields filled out. To test this test case, we would create a test case for updating or deleting an issue log entry in PagerDuty, then verify that an incident record was updated or deleted in SugarCRM by calling its API and examining its payload payload for details about the incident updated or deleted in PagerDuty.

In conclusion, we have learned how web hooks can be used to integrate applications running on different servers without exposing private APIs for development purposes. By using web hooks, we can easily integrate applications like PagerDuty and SugarCRM that run on different servers without having access to their private APIs or worrying about exposing our own APIs to external parties since communication between applications takes place on the wire via public HTTP requests via publicly available URLs known as web hooks.

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Overview

Twilio is an application platform offering communication channels such as voice calls and SMS text messages. Twilio’s cloud communications platform powers communications for businesses across 160+ countries, including WhatsApp, Hulu

The process to integrate PagerDuty and SugarCRM may seem complicated and intimidating. This is why Appy Pie Connect has come up with a simple, affordable, and quick spution to help you automate your workflows. Click on the button below to begin.

Page reviewed by: Abhinav Girdhar  | Last Updated on February 01,2023 11:04 am