Configuring Runbook Automations (RBAs)

 

Figure: RUN BOOK AUTOMATION page

You can configure the criteria when the RBA should execute under the Configure Criteria tab..

 

Figure:  Step 1 - Configure Criteria tab

Field Description

The following table describes the fields on the Configure Criteria tab of the RUN BOOK AUTOMATION page:

 

Field	Description
FIXED FIELDS
Status	Select a status.
Medium	Select the Medium for the RBA.
Workgroup	Select a Workgroup for which the RBA is applicable.
Closure Code	Select the Closure Code for the RBA.
Assigned Executive	Select the assigned Analyst for the RBA.
Caller	Select the caller for the RBA.
Urgency	Select the Urgency for the RBA.
Classification	Select the Classification for the RBA.
Impact	Select the Impact for the RBA.
Category	Select the Category for the RBA.
Priority	Select the Priority for the RBA.
Response SLA	Select the Response SLA for the RBA.
SLA	Select the SLA for the RBA.
Resolution SLA	Select the Response SLA for the RBA.
CI	Select the CI for the RBA.
CONTENT PARSER
E-mail Type	Lists the e-mail parser types. Select an e-mail parser type from the list. Line: If selected, the content will be displayed in a line format. If you select this option, the following fields are displayed: Line Delimiter: The Line delimiter is a character, which indicates the start of a new line for a character. The text in the body of the content, starts from a new line after the specified line delimiter. Lists the configured line delimiter. Select the line delimiter from the list. Key Delimiter: The Key delimiter is a character that separates the User-defined key and the other text in the body of the content. Lists the configured key delimiter. Select the key delimiter from the list. Body Line#: Type in the line number that contains the key. If you configure the body line number and specify the Key Name, for that particular line, the text in that line becomes the value for the corresponding Key during the content parsing. If you do not specify the body line number and only type in Key Name, the application searches for the specified Key in the content. Once the Key is found, the text next to the first Key delimiter becomes the Value for that Key. Key Name: Type in the key name to be searched in the content. Free-form: If selected, the content will be displayed in a paragraph format. If you select this option, the following fields are displayed: Content Type: Lists the configured content type. Select a value from the list. Preceding Text: Type in the preceding text for the selected Content Type. Succeeding Text: Type in the succeeding text for the selected Content Type. Occurrence: Specify a number. For example, if you type in 2, that means, the second occurrence of the specified text is considered as the key value. User-Defined Key: Specify a user-defined key name for the key value.
Add icon	Click the Add icon to add a new value.
FILTERS
Key Name	Lists all the Keys added. Select the Key Name from the list.
Operator	Select an appropriate operator.
Value	Type in a value for the key.
Add icon	Click the Add icon to add a new filter value.

Note: If Work Order is selected in module drop-down, then Urgency, Impact, SLA and Medium fields are disabled, as these are not required for work order configuration in Run Book Automation. See Screen Shot.   Figure: Configure Criteria tab.

 

You can configure the actions that should be performed under the Configure Actions tab if the configured criteria is met.

 

Figure:  Step 2 - Configure Actions tab

Field Description

The following table describes the fields on Configure Actions tab of the RUN BOOK AUTOMATION page:

 

Field	Description
Execution Order	Type in the execution order for the selected script in the first text box. Select the condition in the list. Type in the O/P (Output) value for the selected script in the third text box.
Script Type	Select the script type to be executed.
Script Name	Select the name of the script to be executed. The Run Book Script should be configured first before you configure RBA. For information about configuring Run Book Scripts, see Configuring Run Book Scripts.
Protocol	Select the protocol for the script.
Target Platform	Select the target platform for the script. The available options are: Asset, CI and Custom Attribute. If you select Asset, the Script is executed for the selected Asset in the Incident. If you select CI, the Script is executed for the selected predefined CI or the CI selected in the incident. If you select Custom Attribute, the IP Address/Host Name is picked up from the selected Custom Attribute after the Incident is updated.
CI Type	Select the CI Type to execute the script. If you select Predefined CI, additional field appears.
Predefined CI	Select the Predefined CI in the list.
Retry Count	Type in the retry count for the script.
Retry Interval (mins)	Type in the retry interval for the script in minutes.
Active	If selected, the Run Book Automation configuration becomes active.
Configure Parameters
Parameter	Select the Parameter.
Data Source	Select the data source for the parameter. If you select Fixed Input, Fixed Input Value field appears. If you select other data sources in the list, Data Value Field appears.
Fixed Input Value	Type in the Data Field name.
Data Value Field	Select the Value Field in the list.
SAVE ACTION	Click SAVE ACTION to save the action values.
CLEAR	Click CLEAR button to reset the entered values.
Edit	Click the Edit button to edit the configured ACTION values.

 

Under the Auto Resolve tab, you configure the how the Incident or Service Request, or the Work Order should be resolved.

• Do not resolve Automatically: Select this option if you do not want the Incident, Service Request, or Work Order to be resolved automatically.
• If all levels are successful: Select this option if you want the Incident, Service Request, or Work Order to be resolved automatically if all the levels are successful.
• If selected levels are successful: Select if you want the Incident, Service Request, or Work Order to be resolved automatically if all the selected levels are successful.

 

Based on the selected option, some additional fields are displayed on the page. Fill in the required details.

 

Figure:  Step 3 - Auto Resolve tab

 

• If If all levels are successful is selected, appropriate values for Workgroup, Assigned Executive, Urgency, Impact, Priority, SLA, Classification, Category, Closure Category, Resolution Code, Closure Code, and Solution should be provided. The application will auto-populate the values for these fields as per this configuration before auto- closing the Incident, SR, or Work Order.
• If If selected levels are successful is selected, appropriate values for Workgroup, Assigned Executive, Urgency, Impact, Priority, SLA, Classification, Category, Closure Category, Resolution Code, Closure Code, and Solution should be provided. The application will auto-populate the values for these fields as per this configuration before auto- closing the Incident, SR, or Work Order. In addition to these, you need to also specify the selected levels, where you configure the Action Order, Criteria, and Output Value for the selected levels.
• If Work Order is selected in the module drop-down, only Workgroup, Assigned Executive, Urgency, Impact, Priority, SLA, Classification, Category, Closure Category, Resolution Code, Closure Code, and Solution fields are displayed. See Screen Shot.

   

  

  Figure: Auto Resolve tab.

 

You can View list of Incidents/Service Requests and Script details that are processed by the execution of Runbook Automation.

 

To View list of Incidents processed:

Filter Incident/Service Request according to Division > Select the Trigger Name > Click View list of Incidents processed.

 

Figure:  View list of Incidents processed

 

View Script details of Incidents

View Script details of Service Requests