In most cases, interactions with external systems, such as ITSM tools, is handled automatically, via Workflows. Create a ticket when a P1 alert comes in from the monitoring tool, for instance. Close the ticket when you close the alert.
In other cases, however, discretion is needed. Perhaps your people need to decide to create a ticket in Jira after observing the cause of an alert. After all, bugs aren't necessarily predictable, and you can't create rules to catch them all.
For this, AlertOps provides Outbound Actions.
Outbound Actions are a feature whereby any Method from an Outbound Integration can be presented in a menu, both in the Web App and the Mobile App, for a User to initiate on demand.
This article assumes you have at least one Outbound Integration, with at least one Method configured.
Outbound Actions are present within Escalation Rules. From the menu, select Escalation Rules, and then select an Escalation Rule to configure an Outbound Action.
From the Outbound Actions tab, press Add Outbound Action. You will be presented with a dialogue that offers all of the Methods configured in Outbound Integrations.
Select the actions from the left that you want to be available in the alert, press the arrow to move them to the right, and save.
Once the Escalation Rule has had these actions added, they become available in the Web App and the Mobile App via a menu.
From the Web App, in the Alert Details, choose the Outbound Actions tab
Select Add Outbound Action, you are presented with a menu
Choose the action you want to perform, and press Send
You will see the result
You can also check the Outbound Log for any issues
From the mobile app, in the alert detail screen, a menu is available in the top right
The mobile app will show up to four menu items.