What is a Workflow?

Workflows add actions to your Escalation Rules. They allow you to trigger auxiliary activity based on defined conditions. AlertOps comes with a number of pre-built Workflows. Additionally, you may create new Workflows and edit existing ones.

Workflows are available for Enterprise Package and Custom Package clients only.

Add a Workflow

Part 1: Workflow Details

  1. Click on Workflows in the menu bar.

  2. Click Add Workflow.

  3. Enter a Name for the workflow. This must be a unique name to describe the workflow. 

  4. Select a Type. There are three Workflow Types: DeliveryAttempt, Message, and MessageThread. The MessageThread type is the most commonly used. The Message type is an individual message that is used for system Workflows. The DeliveryAttempt type is used to track the delivery of notifications (whether a notification has delivered, been acknowledged, and more).

  5. Based on the Type you selected, you may select an Alert Type.  Alert Types for MessageThread Workflows are defined under Administration > Custom Alert Fields.  The Alert Type will designate which custom fields are available for the Workflow.  There is no Alert Type for the DeliveryAttempt Type.

  6. Select an Enabled status (On or Off). You may set the Enable status to 'On' only after creating one Condition and one Action for the Workflow.

  7. Check the Scheduled box if a workflow requires a time-based escalation. A Recurrence Interval may be configured once the Scheduled checkbox is selected.  Stop conditions become available once a Recurrence Interval is configured. Scheduled Workflows with Recurrence must have a Start and Stop condition, and an Action.

  8. Click Save. You may now add conditions and actions to the Workflow. 

Part 2: Conditions

Start Conditions control the conditions under which the Workflow will trigger. Stop Conditions control the conditions under which the Workflow will stop. By default, Stop Conditions are not visible unless a workflow has a recurrence interval.

Add a Start Condition

  1. Click Add Start Condition on the Workflow page.

  2. In the Attribute drop-down menu, select Standard or Template. Standard Attributes are pre-built by AlertOps. Template Attributes are user-created.

  3. Select an Attribute Name. Standard attribute names include:
    Complete Delivery: All deliveries have been sent to all Recipients
    MessageThreadStatusType: Alert status
    MessageTopic: Alert Topic
    Owner: Alert Owner
    Template: Alert Template
    TimeAfterSLA: Minutes after the alert Target SLA Date
    TimeBeforeSLA: Minutes before the alert Target SLA Date
    TimeFromBeginning: Minute from the Alert creation time

  4. Select a logical condition: is or is not.

  5. Select a Value from the drop-down menu. Based on the selected attribute name, there are different Value types you can select. 

  6. Click the green checkmark to save changes.

Modify a Condition
To modify a Condition click the Edit icon next to the desired condition. Then, click the green checkmark to save changes.

Condition Examples
Example 1:

In this example, we chose MessageThreadStatusType as the name. Thus, the Value can be Open, Closed, Cancelled, Assigned, or On Hold. This means the Workflow will start when the MessageThreadStatusType is [selected Value].

Example 2:
In this example, we chose MessageTopic as the name. Thus, the Value can be [TopicName]. This means the Workflow will start when the MessageTopic is [selected Value].

Example 3:
In this example, we chose Owner as the name. So, the Value can be [OwnerName]. This means the Workflow will start when the Owner is [selected Value].

Part 3: Actions

Actions are enacted when the start conditions are met.

Add an Action

  1. Click Add Action on the Workflows page.

  2. Choose an Action. Actions differ depending on the Alert Type. The most commonly used Action is SendMessage.

  3. Add details to the Action depending on the action type.

  4. Click Save

Action Example
Example 1: SendMessage Action
First we select a Escalation Rule. 

  1. Then, we choose recipients by checking the boxes.  Send to Sender sends message to the person who created the Alert (Manual Alerts only).  Send to Owner sends Message to the assigned Alert Owner.  Send to Original Recipients sends message to all Recipients currently on the Alert Thread. Note that Recipients are not needed if the Escalation Rule has Recipients defined or the Escalation Rule is sending to a System, such as an Outbound Service.

  2. Launch New Thread will create a new message thread.

  3. If necessary, you may select Users or Groups to add individually.

  4. Message Text is the text to be included in the Message. It can be a combination of static and dynamic text using any Alert field or Template field. Use Insert Keyword to insert dynamic alert fields into the Message Text. Message Text is not needed if the Escalation Rule is sending a system message using an Outbound Integration or if the Escalation Rule has static text.

  5. Click Save.

Scheduled Workflow Example

In this example, a Scheduled Workflow is set to recur at 60 minute intervals, as long as the Stop Condition is not met.

Here, the Action is set up to send an email to the Alert Owner to remind them that the alert is still open.

Workflows in Escalation Rules

Workflows are invoked by Escalation Rules. To use a workflow in a escalation rule, from the Workflows tab in a Escalation Rule, select Add Workflow. If a Escalation Rule is used as part of a Workflow (action), it cannot have additional Workflows assigned, and the button will be grayed out.

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