none
Incident Activity and Runbook Automation RRS feed

  • Question

  • Hey,

    I'm working with a customer and we want to use a runbook to notify the appropriate support groups when a ticket get's escallated.  Instead of creating x number of subscriptions (one for each support group which is 6 different groups), I was wanting to create a orchestrator runbook activity and run that activity when the incident get's changed from "Equal" to Tier 1 to "not equal" to Tier 1 that could do my logic for me.

    I guess I don't quite have a handle on how to do that or how the incident works in regards to a runbook automation task on an incident "update".  Do I have this runbook activity in my default incident template?  Does this run each time an incident is updated or only once?  If I use that approach, how do I check for the change in Orchestrator?   Can I create a workflow that applys a different Incident Template with this runbook activity when the support group changes? 

    You can probably tell by my questions that I don't have a good understanding on how this should even work.  Please let me know where my logic is flawed with my example. 

    Thanks!

    Bob

    Wednesday, May 23, 2012 7:30 PM

Answers

  • To send a notification to 6 different recipients via Orchestrator depending on change of Support Group on escalation is possible.

    Just a draft:

    • Install the integration pack for SCSM on Orchstrator and configure the connection settings (SCSM server name, User, Password)
    • Create a new runbook
    • First activity -> "Monitor Object" of SCSM integration pack -> Incident Class -> On Update -> Filter "Support Group" not equal "Tier 1"
    • Add 6 "Send Email" activities ->  6 different recipients -> add the text in each mail body
    • Link all 6 "Send Email" activities with the first "Monitor Object" activity
    • On each link delete the default rule "On success"
    • Add a new criteria -> Choose the "Support Group" from the data bus ->criteria of the first link "Support Group" equals  "Tier 2"
    • Do the same with the other Links and Support Groups.
    • Check in and start the runbook

    Hope this helps.


    Andreas Baumgarten | H&D International Group



    Wednesday, May 23, 2012 8:30 PM
    Moderator

All replies

  • To send a notification to 6 different recipients via Orchestrator depending on change of Support Group on escalation is possible.

    Just a draft:

    • Install the integration pack for SCSM on Orchstrator and configure the connection settings (SCSM server name, User, Password)
    • Create a new runbook
    • First activity -> "Monitor Object" of SCSM integration pack -> Incident Class -> On Update -> Filter "Support Group" not equal "Tier 1"
    • Add 6 "Send Email" activities ->  6 different recipients -> add the text in each mail body
    • Link all 6 "Send Email" activities with the first "Monitor Object" activity
    • On each link delete the default rule "On success"
    • Add a new criteria -> Choose the "Support Group" from the data bus ->criteria of the first link "Support Group" equals  "Tier 2"
    • Do the same with the other Links and Support Groups.
    • Check in and start the runbook

    Hope this helps.


    Andreas Baumgarten | H&D International Group



    Wednesday, May 23, 2012 8:30 PM
    Moderator
  • Thanks!

    I thought about this, but the issue with this logic is it will send out an e-mail each time the incident is updated, not just when the incident has been changed from Tier 1 to Tier 2.  Right?

    One of my main questions is in regards to kicking off the runbook within an incident.  At what point does this happen?  I had a small break through since I first posted.

    1. I created a new incident and save it.
    2. Update the incident to change the support group.
    3. That kicks off an incident workflow that will apply a custom template that has the runbook as an activity.
    4. That seems to kick off the runbook and it seemed to work.  Is that a good method?

    The question that I have is should I remove the activity once this incident has run?  Will this activity run again?

    Those types of items, I really don't understand in Service Manager.

    Thanks!

    Bob

    Wednesday, May 23, 2012 8:55 PM