No ITSM works alone. Alerts come from monitoring, conversations arrive via WhatsApp, login comes from the corporate directory, notifications go out by email. The Integrations module of the Nyverra ITSM Portal is what connects the portal to the rest of the IT ecosystem.

This guide covers the main integrations, what each enables, and how to validate them safely.

Module interface in the Nyverra ITSM Portal.

What the module covers

Integration	Purpose
Zabbix	Alerts create or update tickets; host autodiscovery
WhatsApp (Meta)	Operational inbox — see WhatsApp
LDAP / SAML / OAuth2	Corporate login (SSO) and provisioning
Email (SMTP) and webhooks	Notifications and automations

Zabbix: from alert to ticket

This integration reduces manual work the most. When monitoring detects a problem, the Portal receives the event (via webhook) and creates or updates a ticket — with host, severity, and context. The flow is resilient: ingestion is asynchronous (receiving + processing phases), preventing event loss during peaks. Combined with Downtime Manager, it prevents alerts during maintenance.

WhatsApp: service in the channel customers use

Integration with Meta's API enables the WhatsApp Inbox inside the portal: conversations become service interactions, with accept, transfer, close, and link to ticket. It enforces Meta's 24-hour window rule — outside it, free-form text is blocked and a template is used (“resume contact”).

LDAP / SAML / OAuth2: corporate identity

Instead of isolated passwords, the portal uses the company's identity. This centralizes access (who comes in and who leaves), reduces passwords, and improves auditing. Coordinate with the identity team before enabling in production.

Email and webhooks

• SMTP: sending notifications and reports; test the configuration before enabling at scale.
• Webhooks: inbound/outbound events for automations and other tools.

Who uses it

Profile	Use
Administrator	Configure credentials, webhooks, and test connections
Infra / NOC	Monitoring integration (Zabbix)
Identity team	SSO (LDAP/SAML/OAuth2)

How to use: step by step

1. Choose the integration and gather credentials (e.g., in Zabbix, the webhook endpoint; in Meta, Phone Number ID and token).
2. Configure in the Integrations area.
3. Use the connection test to validate.
4. Define rules/routing (groups that receive events/conversations).
5. Monitor received events and adjust.

Business and security rules

Rule	Explanation
Maintenance window	Changing a production integration requires a window and testing — it can affect the service.
Secrets	Integration credentials are sensitive; use a vault and rotate them.
Inbound webhook	Protect the endpoint (token/key) to prevent false events.
Idempotency	Monitoring events must be handled to avoid duplicate tickets.

Best practices

• Start with one critical integration (usually Zabbix) and expand.
• Always test before enabling in production.
• Combine Zabbix + Downtime Manager to avoid false alerts during maintenance.
• Use dedicated keys/tokens and rotate them periodically.
• Document what each integration sends and where — it makes troubleshooting easier.

Common issues

Situation	What to do
Duplicate tickets from monitoring	Adjust event mapping/idempotency.
Email doesn't go out	Test SMTP; check delivery audits.
WhatsApp conversations without an owner	Configure escalation groups that receive the queue.
SSO failure	Review LDAP/SAML configuration and metadata with the identity team.

Frequently asked questions

Do I need all integrations?
No — enable as needed. Zabbix is usually first because of monitoring.

Can I test before rolling out to everyone?
Yes, the area offers connection testing; in production, use a maintenance window.

Is inbound webhook secure?
Protect it with token/key and validate the source.

Automate via API

Integrations and webhooks are exposed via API (/api/integracoes, including inbound webhooks and Slack/WhatsApp). Reference at developer.nyverra.com.

Use cases: the connected ecosystem

1. Zabbix generating tickets. A host goes down; monitoring sends the event; the Portal creates the ticket with host and severity. The NOC stops opening tickets manually and starts triaging what arrives — reducing detection time.

2. Maintenance without false alerts. The change brings down a service; Downtime Manager suppresses alerts for that window. Without integration, planned maintenance would turn into dozens of false incidents.

3. Corporate single sign-on. With SSO (LDAP/SAML/OAuth2), the employee uses the company identity. Offboarding in the directory immediately revokes portal access — centralized security.

4. Conversations on WhatsApp. The customer communicates through the channel they already use; the operator serves them inside the portal, linking the conversation to a ticket.

Integration security

Risk	Mitigation
Leaked secrets	Secrets vault + rotation
False events on webhook	Token/key + source validation
Duplicate tickets	Idempotency in ingestion
Breakage in production	Testing + maintenance window

Troubleshooting that saves hours

When something “doesn't arrive,” the investigation follows an order: (1) is the integration active? (2) does the connection test pass? (3) do events appear on the source side? (4) did the notifications go out (delivery audit)? Documenting what each integration sends and where dramatically shortens this path. Integration is what makes ITSM work networked — but it requires secrets governance and testing.

Integration checklist

1. Gather credentials and source endpoints.
2. Configure in the Integrations area.
3. Run the connection test.
4. Define destination groups and rules.
5. Monitor received events.
6. Protect secrets and plan rotation.

Additional frequently asked questions

Duplicate ticket from monitoring: what to do?
Adjust the mapping/idempotency of source events.

Can I activate everything at once?
It is not recommended; start with the critical integration and validate.

How to protect the inbound webhook?
With token/key and source validation.

Conclusion

Integrations turn the Nyverra ITSM Portal into an IT ecosystem hub. Connected monitoring, messaging, and identity mean less manual work, faster response, and an operation that communicates with itself.