pulse/docs/WEBHOOKS.md

🔔 Webhooks

Pulse includes built-in templates for popular services and a generic JSON template for custom endpoints.

🚀 Quick Setup

1. Go to Alerts → Notifications.
2. Click Add Webhook.
3. Click the current service label (Generic by default) to open the service picker, choose the destination type, and paste the URL.

A successful Test is not proof of queued alert delivery. For missing alerts or rejected requests, follow the notification troubleshooting guide before retrying retained failures. In particular, a destination edit does not replace the settings saved in an old queued delivery; a retry can still use its original URL and credentials. For built-in Telegram's "message text is empty" error despite a successful Test, see the static-header check.

📝 Service URLs

Service	URL Format
Discord	https://discord.com/api/webhooks/{id}/{token}
Slack	https://hooks.slack.com/services/...
Teams	https://{tenant}.webhook.office.com/webhookb2/{webhook_path}
Teams (Adaptive Card)	https://{tenant}.webhook.office.com/webhookb2/{webhook_path}
Telegram	https://api.telegram.org/bot{bot_token}/sendMessage?chat_id={chat_id}
PagerDuty	https://events.pagerduty.com/v2/enqueue
Pushover	https://api.pushover.net/1/messages.json
Gotify	https://gotify.example.com/message?token={token}
ntfy	https://ntfy.sh/{topic}
Generic	https://example.com/webhook

🎨 Custom Templates

For generic webhooks, use Go templates to format the JSON payload.

Variables (common):

• {{.ID}}, {{.Event}}, {{.MessageKey}}, {{.Level}}, {{.Type}}
• {{.ResourceName}}, {{.ResourceID}}, {{.ResourceType}}, {{.Node}}, {{.NodeDisplayName}}
• {{.Message}}, {{.Value}}, {{.Threshold}}, {{.Duration}}, {{.Timestamp}}
• {{.Instance}} (Pulse public URL if configured)
• {{.TenantID}}, {{.TenantName}} (tenant identity in multi-tenant orgs and MSP client runtimes; empty on plain single-tenant installs)
• {{.CustomFields.<name>}} (user-defined fields in the UI)
• {{.Metadata}} (alert metadata map)
• {{.AlertCount}}, {{.Alerts}} (grouped alerts)
• {{.Mention}} (platform-specific mention, if configured)

Convenience fields:

• {{.ValueFormatted}}, {{.ThresholdFormatted}}
• {{.StartTime}}, {{.Acknowledged}}, {{.AckTime}}, {{.AckUser}}
• {{.NotRecovered}} (a resolved batch includes a known non-recovery close; inspect each member's .Resolution for its reason and successor)

Template helpers: title, upper, lower, printf, urlquery/urlencode, urlpath/pathescape, jsonString

jsonString is the safe way to embed string values inside a JSON payload — it escapes quotes, backslashes, and control characters without wrapping the value in surrounding quotes, so you can write "text": "{{.Message | jsonString}}" and stay valid JSON even when the message contains " or newlines. Pulse's shipped templates use it extensively; prefer it over manual escaping in custom templates.

Service-specific notes:

• Telegram: include chat_id in the URL query string.
• Telegram templates: {{.ChatID}} is populated from the URL query string.
• PagerDuty: set routing_key as a custom field (or header) in the webhook config.
• Pushover: add token and user custom fields (required). Legacy app_token and user_token inputs are migrated automatically.
• ntfy: choose ntfy in the service picker before entering the topic URL. Leave the service as Generic only when you want to send a custom JSON payload.

Example Payload:

{
  "text": "Alert: {{.Level | jsonString}} - {{.Message | jsonString}}",
  "value": {{.Value}}
}

Keep jsonString inside the JSON string's quotes. Leave numeric .Value unquoted. A simple test message can work without escaping while a real alert containing quotes, backslashes or newlines produces invalid or altered JSON.

This minimal payload is a text summary, not a structured record of every group member or its firing/recovery identity. Use the full PSA payload when a receiver needs those fields; do not use the summary alone to deduplicate incidents or close tickets.

📦 Delivery Contract

These fields and behaviors are stable; ticket-routing integrations can rely on them.

Events. {{.Event}} is "alert" or "resolved" — there is no separate "info" event class. A resolved event closes an alert occurrence, not necessarily a recovered condition; see non-recovery closes. Resolved delivery depends on Recovery notifications (Alerts → Schedule, set to Enabled) and a successful firing-delivery receipt for that occurrence and destination. Do not assume that every configured webhook receives both events.

Severity. Metric alerts commonly use "warning" or "critical"; informational conditions can use "info". Event and severity are separate: an informational firing still has event "alert". Preserve and flag an unrecognised level rather than silently dropping the notification. Minimum severity and other delivery policies still apply.

Alert type. {{.Type}} is the metric or condition that fired: cpu, memory, disk, diskRead, diskWrite, networkIn, networkOut, connectivity, and similar. The alert ID ({{.ID}}) correlates firing and recovery, but can be reused when the same condition fires again. It is not a unique incident or delivery ID.

Message key. {{.MessageKey}} is the stable, language-neutral condition key for rebuilding or translating a notification. Canonical alerts use <kind>.<type> (for example, metric-threshold.disk); older alert paths fall back to {{.Type}}. Combine it with {{.Event}} and {{.ResourceType}} when the receiving system needs separate wording for firing/recovery events or different resource classes. Unlike a numeric message index, the symbolic key does not change when another alert type is added.

Tenant identity. In multi-tenant organizations and MSP client runtimes, {{.TenantID}} and {{.TenantName}} identify which tenant fired the alert. Client runtimes get identity from the PULSE_TENANT_ID / PULSE_TENANT_NAME environment; shared-process organizations stamp the org ID and display name automatically.

Destination routing. Email and each alert webhook apply minimum severity and resource tags together in Alerts → Notifications. An empty tag filter removes only the tag restriction, not minimum severity or other delivery policies. Warnings and critical alerts includes critical alerts; it is not a warning-only channel. Multiple destinations can match the same firing alert, and groups are filtered member by member. See the severity and tag routing guide for exact all/any matching and Docker label syntax. Recovery remains qualified by a successful firing-delivery receipt for the same occurrence and destination, even if tags or minimum severity change before recovery; other recovery controls and holds still apply.

Retries and retained failures.

Normal queued firing and recovery webhooks have a budget of up to three queue delivery attempts, including the initial attempt. This is a ceiling, not a promise to retry every failure or a guarantee of delivery. The normal queued webhook sender has no extra transport retry loop; do not assume three extra HTTP retries or a provider's Retry-After wait on this path.

Observed failure	Automatic queue behaviour
Authentication, configuration or rejected request (most HTTP 4xx, including 400, 401 and 403)	Stops as soon as this failure is classified, even with attempts left; retains the delivery as a terminal failure.
HTTP 408, 421, 423, 425 or 429; HTTP 5xx; connectivity or unknown failure	Can retry with backoff while the saved attempt budget remains; exhaustion retains a terminal failure.
TLS failure	Can retry within the saved budget, but retrying does not repair certificate trust, expiry or hostname errors. Do not disable verification.

A terminal failure means no further automatic retry, not that the delivery was successful or its history was deleted. In Alerts → Notifications, use Recent delivery activity to check the destination, timestamp, failure class and HTTP status. A pending or held delivery is not a terminal failure; quiet hours and other delivery policies can postpone it. There is no fixed delivery deadline promised by the attempt count.

Alert-webhook response text is deliberately withheld from delivery errors, logs and Test summaries because receivers can echo credentials or alert content. Withholding is not a delivery verdict: retain the HTTP status and failure class. For read failures, bounded byte counts and safe use of existing receiver records, follow the withheld-response guidance. Do not enable Debug or replay a request to obtain the hidden text.

Delivery activity masks recognised URL credentials, not all private information. Older records and other error sources can retain provider text or private infrastructure details; they are not retroactively scrubbed. Keep full errors and screenshots private; follow the delivery evidence precautions before sharing a manually redacted excerpt. A REDACTED marker is not proof that the remaining text is safe to post.

Before choosing Retry retained deliveries, follow retained-failure recovery. It acts on all retained terminal failures, not just one webhook, and keeps their original destination settings. A successful Test uses current settings and does not validate or resend those saved deliveries. Do not repeat tests or batch retries to diagnose rate limiting. A receiver can see a duplicate if an earlier request was accepted but Pulse did not receive its response; preserve receiver deduplication.

Global Notifications paused cancels pending alert deliveries and clears buffered groups; turning delivery back on does not replay those cancelled items. This differs from scheduled quiet-hours holds. Disabling or removing a destination can block queued work, but does not recall a request already in flight, revoke a provider credential or delete the receiver's copy. Follow the pause and cancellation limits before treating a paused banner or cancelled row as containment. Alert delivery controls do not stop the separate audit forwarding route.

Correlation header. Alert webhooks carry X-Pulse-Event-ID in the form <alertID>:<event> (e.g. a1b2c3:alert, a1b2c3:resolved). Retries retain it, but later occurrences, severity changes and reminders can share it too. A group uses its primary alert's ID, not a unique ID for every member or batch. Do not deduplicate permanently on this header or on alert ID and event alone: doing so can silently discard a later incident or a changed group. See receiver correlation and deduplication.

Signed deliveries. Set a signingSecret on the webhook config to enable HMAC signing. Signed requests carry:

• X-Pulse-Timestamp: Unix seconds at send time.
• X-Pulse-Signature: v1= + hex HMAC-SHA256 over timestamp + "." + body, keyed with the shared secret.

Verify before parsing the JSON or performing any action. Read the original body as bytes and the complete X-Pulse-Timestamp and X-Pulse-Signature header values; reject missing or duplicate signing headers. Do not re-serialize JSON, trim the body, or trust a timestamp from the payload instead of the header.

This Python example accepts timestamps within five minutes of the receiver's clock, rejects malformed headers, and compares the HMAC in constant time. Keep both machines' clocks synchronised. Load the shared secret from private receiver configuration, not from the request, a command argument or a log. Pulse trims surrounding whitespace from its configured secret; the verifier does the same. An empty secret must never authenticate a request.

import hashlib
import hmac
import re
import time

MAX_SKEW_SECONDS = 300


def verify(secret: str, timestamp: str, body: bytes, signature: str) -> bool:
    secret = secret.strip()
    if not secret or not isinstance(body, bytes):
        return False
    if not isinstance(timestamp, str) or re.fullmatch(r"[0-9]{1,12}", timestamp) is None:
        return False
    if not isinstance(signature, str) or re.fullmatch(r"v1=[0-9a-f]{64}", signature) is None:
        return False
    if abs(time.time() - int(timestamp)) > MAX_SKEW_SECONDS:
        return False
    expected = "v1=" + hmac.new(
        secret.encode(), timestamp.encode() + b"." + body, hashlib.sha256
    ).hexdigest()
    return hmac.compare_digest(expected, signature)

A time window rejects old captures, not every replay: the same signed request can arrive more than once within that window, and Pulse signs each retry with its current send time. After verification, deduplicate atomically using the receiver rules below, not the signature, send timestamp or alert ID alone. An alert and its later resolved are different events, not duplicates. The X-Pulse-Event-ID header is a useful correlation hint, but is not covered by this HMAC: do not let a changed header bypass deduplication of an otherwise identical signed event. The sample PSA payload below includes each member's occurrence identity for this purpose. A valid HMAC establishes integrity, not that processing succeeded; retain your receiver's normal durable processing and retry handling. Never log the secret or full credential-bearing request while diagnosing a rejection.

The secret is write-only through the API: list responses mask it, and an update that echoes the masked placeholder keeps the stored secret.

POST /api/notifications/webhooks
Content-Type: application/json

{
  "name": "PSA Bridge",
  "url": "https://psa.example.com/inbound/pulse",
  "service": "generic",
  "enabled": true,
  "signingSecret": "<random 32+ byte secret>"
}

Resolved does not always mean recovered

When a linked Pulse agent takes over a node metric, the node's open alert can close with reason moved_to_agent even while its last reading is above the threshold. The event is still resolved so integrations can close the old occurrence, but this is not a recovery. Record it as moved, not healthy; check the successor agent's current reading and alert policy separately. Do not assume that the successor has already fired an equivalent alert.

The full PSA template below includes each member's resolutionReason, successorResourceId and successorName. For a member without a resolution, these strings are empty: the sender treats that close as an ordinary recovery, not proof that every metric or workload is healthy. On a firing event they are not recovery evidence at all.

Use the reason on each member, not just the primary alert or the batch's notRecovered flag. A group can contain both moved alerts and ordinary recoveries. The flag identifies known non-recovery closes, but false is not an independent health verdict. Retain an unknown non-empty reason or missing fields from an older/custom payload for reconciliation; do not silently map them to healthy. An absent successor identity does not justify guessing from a display name. Keep the original occurrence and any successor separate.

Receiver correlation and deduplication

Keep ticket correlation separate from suppressing repeated processing:

• Scope durable receiver records to the configured sender and destination and tenant, not just a resource name or alert ID. Read identity from the authenticated payload's fields after verifying the request; retain it across receiver restarts. The tenant field is context, not permission to act in an arbitrary account.
• For normal queued firing and recovery notifications, use each member of {{.Alerts}}, not only the primary {{.ID}}. The full PSA template below includes each member's alertId and full-precision UTC startedAt. These identify its observed occurrence; a later start with the same ID must be processed as a new occurrence. Firing and recovery use the same occurrence record, so an old delayed recovery must not close a newer incident.
• For a resolved event, inspect each member's resolution reason. Close a moved occurrence as moved, not recovered, and keep unknown or incomplete outcomes for reconciliation. Do not mark an entire mixed group healthy from its event name or primary summary.
• Within that record, handle event and severity. A warning becoming critical is an update, not a duplicate warning. Decide explicitly whether reminders update the existing ticket; do not create another ticket for each retry or discard a severity increase. Group membership can change without changing the header: process every member, even when the primary is unchanged.
• The primary {{.StartTime}} string has only whole-second precision. Member StartTime values in {{.Alerts}} are Go times and can be formatted with fractional seconds as below. Do not assume the shorter string is universally unique. A test or legacy payload can lack member identity; keep incomplete or ambiguous events for reconciliation rather than silently treating them as duplicates. Test alone does not validate this lifecycle.
• Commit receiver state and the ticket action atomically, or use your ticket system's durable idempotent operation. Do not mark an event processed before its action succeeds. Exact signed-byte replays can be rejected separately, but a queue retry may render a new body or send timestamp: hashing those alone is not logical-event deduplication. There is no universal exactly-once key in this legacy header.

Validate in an authorised test environment with firing, retry, warning-to-critical, recovery, recurrence of the same condition, a changed multi-alert group and a mixed moved/recovered close. Check actual tickets and receiver restart behaviour before enabling automatic actions. Do not cause a production outage or notification storm for this test.

🛡️ Security

• Private IPs: By default, webhooks to private IPs are blocked. Allow them in Settings → System → Network → Webhook Security.
• Headers: Add custom headers (e.g., Authorization: Bearer ...) in the webhook config.
• Signing: Prefer signingSecret (above) over bare bearer headers when the receiver supports verification — it authenticates the payload itself, not just the connection.

🧾 Audit Webhooks (Pro/legacy Pro+/Cloud)

Audit webhooks forward recorded security events, such as logins and settings changes, to an authorised receiver. They are separate from Alerts → Notifications: alert templates, signing secrets, retry policies and delivery activity do not configure or describe this sender.

Delivery requires the audit_logging capability and a supporting runtime. An active licence on the public Community runtime does not enable these hooks; if the panel says Pulse Pro runtime required, follow Download Pulse Pro for that deployment. Do not buy another licence or reset data to clear the gate.

Setup

1. Sign in as an administrator and open Settings → Security → Audit Webhooks in the intended organisation. Configuration is organisation-scoped.
2. Add a receiver you control, using HTTPS with valid certificate trust, for example https://audit.example.com/ingest/pulse. This is a placeholder, not a destination to send real events to. Audit delivery blocks loopback, private/reserved IPs, internal hostnames and public names resolving to those addresses. The alert-webhook private-network setting does not relax this audit restriction. Do not bypass it by changing DNS, TLS verification or network isolation; a private-only SIEM needs a separately secured, authorised ingress design, not the .local URL previously shown here.
3. Saving the URL is configuration acceptance, not a delivery test. Check the receiver against an already-recorded event during normal operation. Do not create failed logins, change roles or trigger an alert just to test delivery.

The API configuration route is /api/admin/webhooks/audit; it requires administrator access and the same licence capability, with settings:read for GET and settings:write for updates. Its write body is a complete URL list, not an append operation. Prefer the signed-in UI; do not copy bearer tokens or session cookies into commands, URLs or reports.

Delivery and missing events

Audit forwarding is best effort, not guaranteed delivery of every event. Its in-memory queue holds at most 1,000 events and drops new events when full. A restart does not replay that queue from stored history. Each destination gets up to four attempts (the initial request plus three retries), with waits of 1, 5 and 30 seconds and a 30-second request timeout. These bounds are not a total delivery deadline. Only an HTTP 2xx response counts as send success; it does not prove the receiver verified or durably stored the event.

Three workers can deliver concurrently, so receivers must tolerate duplicates and out-of-order arrival. After the attempts are exhausted there is no audit dead-letter queue or automatic history replay. Alert Recent delivery activity, Dismiss and Retry do not recover audit deliveries. Removing an endpoint changes future routing; it is not a guaranteed cancellation of a request already in flight.

For a missing event, reconcile the intended organisation's retained audit history, a bounded local sender error and the receiver's own record. Absence at the receiver is not proof that the action was never recorded. A history query error is not an empty history. Use private, filtered audit reads and exports when authorised, not a broad export or a production replay. Preserve keys and history; do not restart or clear data to make the discrepancy disappear.

Security

The POST envelope contains event (audit. plus the event type), timestamp and data (the recorded event). Its event ID is data.id, also sent as X-Pulse-Event-ID; keep receiver deduplication scoped to the originating instance/organisation. Event IDs and headers alone do not authenticate a sender.

When signing was available at capture, the signature is data.signature, not a top-level payload field. It authenticates the signer's canonical event fields, not the raw POST body; the alert webhook X-Pulse-Signature timestamp/body verifier above is not an audit verifier. Events captured without signing can omit this field. Retain unsigned, failed or unknown verification outcomes rather than treating them as authenticated events or as proof of tampering. A valid signature does not establish complete history, freshness or freedom from replay. Use the stored-event verification guidance and the signature format supported by the originating version before a receiver acts on an event.

The default encrypted key is at audit/.audit-signing.key relative to the instance or organisation data directory, alongside the audit store, and needs its matching .encryption.key. A runtime can use a different audit directory or a managed signing key; follow its actual storage configuration, not a guessed root path. Do not copy an encrypted key into a raw-body HMAC recipe, disclose keys or reset them to fix delivery. There is no PULSE_AUDIT_SIGNING_KEY override.

Audit events can contain users, IPs, paths and private details; endpoint URLs and sender errors can contain ingest secrets. Keep raw payloads, full URLs, headers and logs private. Share only a locally reviewed, redacted excerpt.

🏢 Provider-hosted MSP webhooks

See MSP.md for the full provider operations guide (topology, ingress isolation, reports).

Provider-hosted MSP runs one isolated Pulse runtime per client workspace. That means alert routes and webhook destinations are configured inside the client runtime, not in one shared cross-client alert table. A webhook for Client A only sees Client A alerts because Client A has its own Pulse runtime, data, tokens, and notification config.

Built-in webhook templates include Gotify, PagerDuty, Slack, and Generic. Use the Generic webhook for systems that accept custom inbound payloads, including ConnectWise and similar PSA or ITSM tools. This is webhook routing, not a bespoke PSA integration.

Typical MSP setup:

1. Open the client workspace from Pulse Account.
2. Add that client's notification destinations in Alerts → Notifications.
3. Use Gotify, PagerDuty, Slack, or Generic depending on where the client or provider team wants alerts to land.
4. Keep each destination scoped to the client runtime so alert payloads and resolved events never cross into another client's workflow.

🏢 Multi-tenant organization integrations

In shared-process multi-tenant mode (self-hosted with PULSE_MULTI_TENANT_ENABLED=true and an Enterprise license with the multi_tenant capability) alerts and notification destinations are isolated per organization. Every alert and webhook request resolves an organization and operates only on that org's own alert state and webhook config.

Use this for one owner separating internal sites, departments, teams, or environments. It is not the canonical Pulse MSP model for separate customer businesses; MSP uses isolated client workspaces with their own runtime boundaries.

The organization for a request is resolved in this order:

1. X-Pulse-Org-ID: <orgID> header (the way API clients or internal middleware should target a specific organization).
2. pulse_org_id session cookie (browser sessions).
3. An org-bound API token (a token scoped to a single org needs no header).
4. Fallback: the default org.

Suspended or pending-deletion organizations return 403, and an unknown org ID returns 400.

Wiring organization alerts into external systems

There are two integration models. The push model is usually the right fit when tickets or incidents should open and close automatically.

Push (recommended): one outbound webhook per organization. Create a Generic webhook for each organization and point it at your external system's inbound endpoint (an ITSM/PSA inbound webhook, an email connector, or middleware that opens service tickets). Shape the JSON with a custom template to match the receiving system's schema. The bridge can open or update a ticket on alert and close that occurrence on resolved, subject to the delivery conditions above and its resolution reason. Do not label a moved close as recovery. Add authentication as a custom header in the settings form; keep its value private.

Configure it from the UI (Alerts → Notifications → Add Webhook) per org, or programmatically with an org-bound admin token:

POST /api/notifications/webhooks
X-Pulse-Org-ID: acme-corp
Authorization: Bearer <token with settings:write>
Content-Type: application/json

{
  "name": "ConnectWise (Acme)",
  "url": "https://psa.example.com/inbound/pulse",
  "method": "POST",
  "service": "generic",
  "enabled": true,
  "headers": { "Authorization": "Bearer <psa-token>" },
  "template": "{\"summary\":\"{{.Level | jsonString}}: {{.ResourceName | jsonString}} {{.Message | jsonString}}\",\"event\":\"{{.Event | jsonString}}\",\"alertId\":\"{{.ID | jsonString}}\",\"startedAt\":\"{{.StartTime | jsonString}}\"}"
}

The exact ticket fields differ by platform (ConnectWise, Autotask, Halo, and others each expect their own inbound shape), so map the template to your platform's contract. This short example carries only the primary alert and a whole-second start. For a bridge handling real grouped notifications, use the member-aware template below; do not use the short example as an exactly-once key.

Sample PSA payloads

Use this extended template only with a Pulse version that exposes NotRecovered and member Resolution; v6.5.0 does not have these fields. Consult the help bundled with your installed version before replacing a working template. If rendering reports a missing field, leave failed deliveries retained rather than retrying the batch or removing the reason fields and treating every close as recovery. A newer guide on the website does not establish that its supporting software has been released.

A fuller template for normal queued firing and recovery notifications includes tenant context and every member's occurrence, severity, condition and close reason. The primary fields remain convenient summary context, not the whole batch:

{
  "event": "{{.Event | jsonString}}",
  "notRecovered": {{.NotRecovered}},
  "alertId": "{{.ID | jsonString}}",
  "messageKey": "{{.MessageKey | jsonString}}",
  "severity": "{{.Level | jsonString}}",
  "alertType": "{{.Type | jsonString}}",
  "tenantId": "{{.TenantID | jsonString}}",
  "tenantName": "{{.TenantName | jsonString}}",
  "resource": "{{.ResourceName | jsonString}}",
  "resourceType": "{{.ResourceType | jsonString}}",
  "node": "{{.Node | jsonString}}",
  "summary": "{{.Message | jsonString}}",
  "value": {{.Value}},
  "threshold": {{.Threshold}},
  "startedAt": "{{.StartTime | jsonString}}",
  "duration": "{{.Duration | jsonString}}",
  "alertCount": {{.AlertCount}},
  "alerts": [{{$comma := ""}}{{range .Alerts}}{{if .}}{{$comma}}
    {
      "alertId": "{{.ID | jsonString}}",
      "startedAt": "{{.StartTime.UTC.Format "2006-01-02T15:04:05.999999999Z07:00" | jsonString}}",
      "severity": "{{.Level | jsonString}}",
      "alertType": "{{.Type | jsonString}}",
      "resourceId": "{{.ResourceID | jsonString}}",
      "resource": "{{.ResourceName | jsonString}}",
      "summary": "{{.Message | jsonString}}",
      "resolutionReason": "{{with .Resolution}}{{.Reason | jsonString}}{{end}}",
      "successorResourceId": "{{with .Resolution}}{{.SuccessorResourceID | jsonString}}{{end}}",
      "successorName": "{{with .Resolution}}{{.SuccessorName | jsonString}}{{end}}"
    }{{$comma = ","}}{{end}}{{end}}
  ]
}

An abridged primary summary for a critical alert (the template also emits the alerts member array):

{
  "event": "alert",
  "alertId": "f3a9c2d1",
  "severity": "critical",
  "alertType": "cpu",
  "tenantId": "client-acme",
  "tenantName": "Acme Corp",
  "resource": "web-01",
  "node": "pve1",
  "summary": "CPU usage 95.2% exceeds threshold 90%",
  "value": 95.2,
  "threshold": 90,
  "startedAt": "2026-06-10T14:03:00Z",
  "duration": "5m"
}

A warning alert is identical except "severity": "warning". Map informational levels too; a two-priority mapping does not cover every condition.

The resolved event retains the original member alertId and startedAt, letting the bridge close that occurrence's ticket rather than a later incident with the same ID. For an ordinary recovery (empty member resolutionReason), its primary summary is shown below. A moved close instead carries resolutionReason: "moved_to_agent" and successor context in the member array; it must not produce the healthy ticket outcome shown here. Member summary retains the original alert message, so use the structured reason rather than parsing that text for recovery.

{
  "event": "resolved",
  "alertId": "f3a9c2d1",
  "severity": "critical",
  "alertType": "cpu",
  "tenantId": "client-acme",
  "tenantName": "Acme Corp",
  "resource": "web-01",
  "node": "pve1",
  "summary": "web-01 on pve1 is now healthy",
  "value": 95.2,
  "threshold": 90,
  "startedAt": "2026-06-10T14:03:00Z",
  "duration": "22m"
}

For ConnectWise specifically, point the webhook at a ConnectWise inbound API callback (or middleware that calls the ConnectWise REST API). Map each member's severity to ticket priority and the tenant to your configured company. Combine signingSecret with the receiver correlation rules, not header-only deduplication. Verify your platform's processing and recovery behaviour before treating the bridge as production-ready.

Pull (poll): org-scoped read API. Issue a monitoring:read token bound to each organization and poll that org's alerts. Send X-Pulse-Org-ID (or rely on the org-bound token) so you get only that organization's data:

• GET /api/alerts/active — currently firing alerts for the org.
• GET /api/alerts/history — historical alerts for the org.

To acknowledge or clear from the PSA side, use a monitoring:write token: POST /api/alerts/acknowledge and POST /api/alerts/clear.

Scope and targeting summary

Action	Endpoint	Scope
Create per-org webhook	POST /api/notifications/webhooks	settings:write (admin)
Update / delete per-org webhook	PUT / DELETE /api/notifications/webhooks/<id>	settings:write (admin)
List per-org webhooks	GET /api/notifications/webhooks	settings:read (admin)
Read active / historical alerts	GET /api/alerts/active, GET /api/alerts/history	monitoring:read
Acknowledge / clear alerts	POST /api/alerts/acknowledge, POST /api/alerts/clear	monitoring:write

Target an organization with the X-Pulse-Org-ID: <orgID> header or an org-bound API token. See API.md for the full endpoint and token reference.