SummitAI Service Management Help

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You can configure the Orchestrations for Incidents, Service Requests (SRs), and Work Orders. In Orchestrations, 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 pre-condition is met.

To configure Orchestration:

Select Admin > Advanced > Automation > Orchestration .
On the ORCHESTRATION page, click ADD NEW on the ACTIONS panel.
Type in the new Orchestration details as described in the following table:

Field	Description
Name	Type in a name for the Orchestration .
Module	Select a module for which the Orchestration is applicable.
Workorder Source	Select the Work Order source from the list.
Tenant	Select the Tenant for which the Orchestration is applicable.
Execute When	Select the criteria when the Orchestration should be executed. Creation Updation - Populate Once Always - Populate whenever criteria meets
Mode	Select the mode of Orchestration , Automatic or Manual.
Execution Type	The Administrators can configure the Orchestration script execution on the target machine using the following two methods: By Action: The Script is executed on the configured CIs. For multiple CIs, the second Script execution starts on all the CIs after the first Script is executed on all the CIs. By CI: After all the Scripts are executed on one CI, the Scripts run for the next CIs.
Active	Indicates the status of Orchestration . If selected the Orchestration is active. If cleared, the Orchestration is inactive.

See Screen Shot

RUN BOOK AUTOMATION page

Figure: ORCHESTRATION page

4. Fill in the required details on the Configure Criteria, Configure Actions, and Auto Resolve tabs. For more information about fields on the Configure Criteria, Configure Actions, and Auto Resolve tabs, see Field Description.

5. Click SUBMIT. The Orchestration is configured.

FIELD DESCRIPTION

This section describes the fields on the ORCHESTRATION page:

Configure Criteria

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

Step 1 - Configure Criteria tab

Figure: Step 1 - Configure Criteria tab

Field Description

The following table describes the fields on the Configure Criteria tab of the ORCHESTRATION page:

Field	Description
FIXED FIELDS
Status	Select a status.
Medium	Select the Medium for the Orchestration .
Workgroup	Select a Workgroup for which the Orchestration is applicable.
Closure Code	Select the Closure Code for the Orchestration .
Assigned Executive	Select the assigned Analyst for the Orchestration .
Caller	Select the caller for the Orchestration .
Urgency	Select the Urgency for the Orchestration .
Classification	Select the Classification for the Orchestration .
Impact	Select the Impact for the Orchestration .
Category	Select the Category for the Orchestration .
Priority	Select the Priority for the Orchestration .
Response SLA	Select the Response SLA for the Orchestration .
SLA	Select the SLA for the Orchestration .
Resolution SLA	Select the Response SLA for the Orchestration .
CI	Select the CI for the Orchestration .
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 Orchestration. See Screen Shot.

Configure Criteria tab

Figure: Configure Criteria tab

Configure Actions

Configure Actions tab enables to configure the actions to be made, if the configured criteria is met.

Step 2 - Configure Actions tab

Figure: Step 2 - Configure Actions tab

Field Description

The following table describes the fields on Configure Actions tab of the ORCHESTRATION 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.

Note: For Software Installation, the information is collected from Asset Deployment. On selection of the drop-down value as Software Installation, additional fields Software, Validate License, License, and Installer fields are displayed.

Software: Select the software to be installed on the target machine from the list.
Validate License: This drop-down specifies whether license validation is required for the selected software.
- License: Select the license to be applied from the drop-down list. The License is applied from Asset Inventory.
Installer: Select the installer type for the software from the drop-down list.
- Agent: If Agent is selected as Installer Type, the software is installed through the Agent, which is installed on the Target machine.
- Remote: If Remote is selected, proxy pushes the software installation to the target machine.

Script Name

Select the name of the script to be executed. The Orchestration Script should be configured first, before you configure the RBA. If Enable License Validation check box is selected on the ORCHESTRATION SCRIPT configuration page, license validation is required for the selected script.

License: select the license from the drop-down list for the script. This field appears only when Enable License Validation check box is selected on the ORCHESTRATION SCRIPT page for the selected script. If all the scripts are executed successfully on the target machine, license is allocated to the asset.

For information about configuring Orchestration Scripts, see Configuring Orchestration 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/SR.
If you select CI, the Script is executed for the selected predefined CI or the CI selected in the incident, Service Request, or Work Order.

CI Type

Select the CI Type to execute the script.

Incident CI: If you select Incident CI, the script is executed on the CI selected at the time of logging an Incident. The Incident CI is available in the CI Type drop-down list when the module is selected as Incident.
Service Request CI: If you select Service Request CI, the script is executed on the CI selected at the time of logging the Service Request. The Service Request CI is available in the CI Type drop-down list when the module is selected as Service Request.
Predefined CI: If you select Predefined CI, the script is executed in the selected CI. Select the target CI in the Predefined CI drop-down list.
Dynamic CI: If you select Dynamic CI, the script is executed on the CI identified from the Mapping.
- Default CI: Select the default CI from the drop-down list. If the application fails to identify the CI from mapping, the script is executed in the selected default CI.
- Mapping Source: Select the source among User, Custom Attribute, and Catalog Attribute in the drop-down list.
  - User: If you select User, by default the Mapping Fields displays customer and location options, in addition to that it displays custom attributes configured for user.
  - Custom Attribute: If you select Custom Attribute, the Mapping Field loads all the attributes configured for the selected module for the specific Tenant.
  - Catalog Attribute: If you select Catalog Attribute, the Mapping Field loads the attributes configured for the selected Service Catalog (selected on the Step 1 - Configure Criteria). IF no Catalog is selected on Step 1 - Configure Criteria, then mapping field loads all the Service Catalog attributes.
  - Mapping Field: Mapping field loads the values based on the mapping source. It loads only the drop-down attributes.
  - Configure CI Mapping: Click on the plus icon to map field values with CI. For more details, see here.

To map with CI:

On the CI MAPPING pop-up page, select CI from the drop-down list at the left pane.
Select the target from the Map To drop-down list.
Click ADD. The mapped CI is displayed in the CI MAPPING table below.

Note: One CI can be mapped with multiple attribute values but the attribute value can be mapped with only one CI. If Administrator tries to map the Attribute value with different CIs, it overwrites the existing mapping.

CI mapping

Figure: CI mapping

From Action Output: If you select From Action Output, the script is executed on the CI identified from the previous Action Output. If the previous Action Output is specified in [CI:SERVERNAME] or [CI:127.0.0.1] format, it is used to identify the CI from the CMDB for the next Action. If the Output is not specified in the above format, full Action Output is used to identify the CI from the CMDB for the next Action.
- Action Name: Select the Action Name from the drop-down. The previous Action selected is used as the CI for the current Action. You can only select the previous actions. For Example, If the current Action order is 3, you can only select the previous Action Orders that is 1or 2.

Schedule Type

Select a Schedule Type (One Time/Recurring) from the drop-down list to schedule the script execution on the target machine.

One Time: The script is executed on the target machine on the specified interval (mins) for specified number of time in case of failure. If the Schedule Type is selected as One Time, Retry Count field is displayed.
- Retry Count: Specify the number of times the script to be executed on the target machine in case of failure.

Example: If the Retry Interval is 5 mins and the Retry Count is 10, the script is executed on the target machine in every 5 minutes for 10 times in case of failure.

Recurring: The script is executed in the target machine on the specified interval (mins) for specified number of days in case of failure. If the Schedule Type is selected as Recurring, Recurring Days field is displayed.
- Recurring Days: Specify the number of days the script to be executed on the target machine in case of failure.

Example: If the Retry Interval is 5 minutes and the Recurring Days field is 2, the script is executed on the target machine in every 5 minutes for 2 days in case of failure.

Retry Interval (mins)

Type in the retry interval for the script in minutes.
In case of failure, the script is executed on the target machine at the specified interval for the specified number of Retry Count.

Retry Count

Type in the retry count for the script. In case of failure, the script is executed on the target machine for the specified number of times at the specified interval.

Active

If selected, the Orchestration 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.
If you select Action Output, the output from the previous script is used as the input for the next script. You can only map the previous execution orders in the Data Value Field drop-down.
Select Password as the Data Source to specify the password for the specified parameter. For Example, After execution of script if you want to send an e-mail to a particular user without specifying SMTP credentials, you can enter the password here to use in the script.

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.

Auto Update

Under the Auto Update tab, you can configure how the Incident or Service Request, or the Work Order should be updated based on the orchestration script execution status (success and failure). Once the orchestration script status is successful or failure, the field values for the Incident or Service Request, or the Work Order are updated automatically based on the configuration.

On Success

Select a value from the On Success drop-down to specify how the Incident, Service Request, or Work Order should be updated. Based on the orchestration script execution status (Success), Incident, Service Request, or Work Order status and field values are updated automatically according to the configuration. If Do not update if value already exists check box is selected, the existing field values of the Incident, SR, or Work Order can not be updated by the configured value. If the fields of Incident, SR, or Work Order are empty, it can be updated by the configured value once the script is successfully executed.

Step 3 - Auto Update tab: On Success

On Success

If Do not update automatically is selected, the Incident, SR, or Work Order status remains same and the field values are not changed on the successful execution of the script.
If Resolve if all actions are successful is selected, appropriate values for Workgroup, Assigned Analyst, Urgency, Impact, Priority, SLA, Classification, Category, Closure Category, Resolution Code, Closure Code, and Solution should be provided. Once all the actions are successful, the application auto-populates the values for these fields as per this configuration before auto- Resolving the Incident, SR, or Work Order.
If Resolve if selected actions are successful is selected, appropriate values for Workgroup, Assigned Analyst, Urgency, Impact, Priority, SLA, Classification, Category, Closure Category, Resolution Code, Closure Code, and Solution should be provided. Once all the selected actions are successful, the application auto-populates the values for these fields as per this configuration before auto-Resolving the Incident, SR, or Work Order. In addition to this, you need to also specify the selected levels, where you configure the Action Order, Criteria, and Output Value.
If Update if all actions are successful is selected, the appropriate value for Status, Analyst, Assigned Analyst, Urgency, Impact, Priority, SLA, Classification, and Category should be provided. Application auto-populates the values for these fields once all the actions are successful.

License Allocation

Allocate If All Actions Are Successful: If all the scripts are executed successfully on the Incident/Service Request, the license is allocated from the Asset Inventory to the target machines.
Do Not Allocate: Even though License is selected on the Configuration Actions tab, the license is not allocated to the target machine.

On Failure

Select a value from the On Failure drop-down to specify how the Incident, Service Request, or Work Order should be updated. Based on the orchestration script execution status the Incident, Service Request, or Work Order field values are updated according to the configuration. If Do not update if value already exists check box is selected, the existing field values of the Incident, SR, or Work Order can not be updated by the configured value but empty fields can be updated if any one action fails.

Step 3 - Auto Update: On Failure

Figure: Step 3 - Auto Update: On Failure

On Failure

If Do not update automatically is selected, the Incident, SR, or Work Order status remains same and the attributes values are not changed once failure occurs on the execution of the script.
If Update if any one action fails is selected, appropriate values for Workgroup, Assigned Analyst, Urgency, Impact, Priority, SLA, Classification, Category, Closure Category, Resolution Code, Closure Code, and Solution should be provided. Application auto-populates the field values for these fields as per the configuration once any of the configured action fails.

ACTIONS

This section explains all the icons displayed on the ACTIONS panel of the ORCHESTRATION page.

SHOW LIST

Click SHOW LIST to display the LIST table showing all the configured Orchestrations.

Figure: ORCHESTRATION page: Lists of ORCHESTRATIONS

To edit an Orchestration, click the Trigger Name. Make appropriate changes and click SUBMIT.

Note:

When the Orchestrations are displayed under the LIST table, the ADD NEW action is displayed on the ACTIONS panel. Click ADD NEW to configure a new Orchestration.

Filters

Click Filters to display the FILTERS pop-up page to specify the filter criteria to display the configured Orchestrations. You can specify the Tenant and Module on the FILTERS pop-up page. Click SUBMIT.

FILTERS pop-up page

Figure: FILTERS pop-up page

Click VIEW LISTS OF INCIDENTS PROCESSED icon to view the incidents that are processed by the execution of Orchestration.

VIEW LISTS OF INCIDENTS PROCESSED

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

To View list of Incidents processed:

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

View list of Incidents processed

Figure: View list of Incidents processed

View Script details of Incidents

To View Script details for Incidents:

Select Incident ID > ORCHESTRATION > Select Script Name.

Script details of Incident

Figure: Script details of an Incident

View Script details of Service Requests

To View Script details for Incidents:

Select SR ID > ORCHESTRATION > Select Script Name.

Script details of Service Request

Figure: Script details of a Service Request

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