Read Complete Release Notes

Feature released in SummitAI Orchestration (Denali)

What's New?

From the Denali version onward, the SummitAI Orchestration will be available as a separate module with the following advancements:

SummitAI Orchestration Architecture

The advanced SummitAI Orchestration consists of the following components:

• Orchestration Admin Console and Designer
• Orchestration Decision Engine
• Orchestration Proxy

Figure: SummitAI Orchestration Architecture Diagram

Orchestration Admin Console and Designer

Orchestration Admin Console and Designer consists of all the required data to orchestrate the tasks or process. You can integrate the SummitAI Orchestration with the SummitAI ITSM Server or any other ITSM Server. After integrating the Server, the following process occurs in the Orchestration Admin Console and Designer:

• ITSM Server collects all the Incidents or Service Requests or Work Orders that are logged in the SummitAI Application or in any other ITSM product.
• SummitAI Orchestration stores all the configured Scripts, APIs, and Workflows that are required to orchestrate tasks or process.
• RabbitMQ collects all the Incidents or Service Requests or Work Orders from the SummitAI Server and sends them in a queue to the Event Linking System.
• The matching Orchestration Scripts and Workflows for the logged Incidents or Service Requests or Work Orders are sent to the Event Linking System.

Orchestration Decision Engine

Orchestration Decision Engine consists of the following:

• An Event Linking System
• A configured API to POST or GET the data from/into the ITSM Server.

The Event Linking System collects the logged Incidents or Service Requests or Work Orders and finds the matching Orchestration Scripts and Workflows to be executed to orchestrate tasks or process. API pulls the data from the Event Linking System and sends to the Orchestration Proxy where the Scripts and Workflows are executed and sends the processed data to the SummitAI Application.

Orchestration Proxy

In the Orchestration Proxy, the configured Scripts and Workflows are executed for the logged IMs or SRs or WOs. After executing the Scripts and Workflows, the IMs or SRs or WOs are updated/resolved as per the configured Scripts and Workflows.

Access to SummitAI Orchestration

Based on the Role Template, the access to the SummitAI Orchestration is provided to an user. For more information, see Role Template Menu Configuration.

SummitAI Orchestration Configurations 

Integration Settings

You can integrate SummitAI ITSM or any other ITSM product to orchestrate tasks using the SummitAI Orchestration. You can integrate the ITSM product by providing details, such as product name, API base URL, Headers, and product description.

Figure: ITSM Integration

API Configuration

You can configure the API to POST or GET the request by providing details such as data source name, service URL, type of request, and the request payload.

Figure: API Configuration

ITSM Data Settings

You can map the field names that are available as default in the SummitAI Orchestration with the other ITSM product field names by selecting the Data Source Name.

Script Configuration

Orchestration Scripts need to be configured so that the Analysts can execute the scripts on the Configuration Items (CIs). The configured Scripts are used in Orchestration. As an Administrator, you need to configure the Scripts, specify the Target Platform, and add Commands that need to be executed through the Script. You need to run the Incident Smart Action job in the Custom Scheduler. This option is useful for issuing operational commands as well (besides diagnostic ones), such as restarting processes, changing supervisor parameters, and so on.

Workflow Configuration

You can configure the Orchestration Workflows for Incidents, Service Requests (SRs), and Work Orders. In Orchestration Workflows, a condition is defined. If this condition is met, the defined Orchestration Scripts are executed. This does not require any manual intervention from the Analysts and the actions are performed by the Orchestration Scripts if the precondition is met. Using drag and drop, you can add a Script or Condition to the Workflow.

Figure: WORKFLOW CONFIGURATION


Figure: Designing the Workflow

Proxy IP Mapping

You can map the IP address range of a Domain to a specific Proxy. To map the IP address' to the Proxy, you need to provide the details, such as Proxy name, Domain name, and range of IP Address.

Known Issues

Following is the list of Known Issues found related to Orchestration:

BEGIN Condition displays all the Callers irrespective of the selected Tenant

The Callers who do not have access to a Tenant are getting displayed for the BEGIN Condition of the Workflow configuration.
For Example:
Consider the Tenants and Callers as follows:

• The Callers named John, Peter, and Bob have access to Tenant A.
• The Callers named Simon, Mark, and Ran have access to Tenant B.

While selecting a Caller of Tenant A, instead of displaying the Callers belonging to Tenant A only, the BEGIN condition is displaying all the Callers of Tenant A and Tenant B.

Duplicate Conditions in the Workflow Configuration

Administrators are able to add more than one BEGIN Condition with duplicate Field Name, Operator, and Value. For reference, see the following screenshot:

Target CI from previous Script output

Option to identify the Target CI from previous Script output is not implemented in this version.

Workflow Output in the Summary page

Display of Workflow output in the Summary page of IM, SR, and WO is not implemented in this version.

Unable to connect to RabbitMQ

RabbitMQ connection gets failed if the user credentials contain the special character '@'. Ensure that the special character '@' doesn't exists in the user credentials.

Only Custom Attributes of the Text box and Drop-down types are allowed in the BEGIN Condition of the Workflow configuration.

Activity can return back to its previous step

While configuring a Workflow, an Activity can return back to its previous Step. But, there is no option to disable it.

Administrators are able to save the Workflow without connecting the Script objects

Administrators can save the Workflow without connecting the Begin and the Script objects. 

For Example: 

In a Workflow, there are three objects as follows:

• Begin
• Create Mailbox Script
• End

In the above example, Administrators can a save the Workflow without connecting the Begin and the Create Mailbox Script objects.

Searching while typing a text is not working

Searching while typing a text is not working on the Search pop-up of the WORKFLOW CONFIGURATION page (Orchestration > New Workflow Configuration > Specify all the required details > Under Conditions, select the Field Name that has a searchable Value and Operator > Click  icon to view the Search pop-up > Type the required text to be searched from the list).

Variable Name drop-down list displays all the Script object Outputs

Instead of displaying the Script Object Output where the If condition is executed in the Workflow, the Variable Name drop-down list of the If condition is displaying all the Script Object Outputs.

Duplicate Script name in the Variable Name drop-down list

When the same Script is used more than one time in a Workflow, the Variable Name drop-down list of the If condition is displaying the same Script name multiple times.

For Example: The Script Create Mailbox is used twice in a Workflow with the titles as follows:

• Create Mailbox
• Create Mailbox for Users

The Variable Name drop-down list of the If condition is displaying the name Create Mailbox twice in the list instead of two different names.