Click on Workflows in the menu bar.
Click on Add Workflow.
Elements of each Workflow include Name, Type, Status, Template, and whether or not the Workflow is Scheduled.
The Name of the Workflow must be a unique name to describe the Workflow.
There are three Workflow Types. The MessageThread (Alert) is the most commonly used Workflow Type. 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.)
AlertOps has pre-built Templates to be used based on the type of Workflow.
If a workflow requires a time-based escalation check the Scheduled box. If a recurrence interval is needed, you must set a Recurrence Interval (Minutes). Scheduled Workflows must have a start and stop condition and an Action.
The Status of each workflow is either Disabled or Enabled. You can Enable a workflow only after creating one Condition and one Action.
Save Changes to add conditions and actions to the workflow.
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.
In the Attribute drop-down menu, you may select Standard or Template. Standard Attributes are pre-built by AlertOps. Template Attributes are user-created.
There are various standard attribute names listed in the drop-down menu.
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
Logical conditions include is and is not.
Based on the selected attribute name, there are different Value types you can select from the drop-down menu.
In this example, we chose MessageThreadStatusType.
Value can be Open/Closed/Cancelled/Assigned/On Hold.
In this example, we chose MessageTopic.
Value can be (TopicName).
In this example, we chose Owner.
Value can be (OwnerName).
Actions are enacted when the start conditions are met.
Click Add Action at the bottom of the Workflows page.
Actions include CancelDeliveryThread,
Outbound Service Notification, and SendMessage.
Actions may differ depending on the Template Type.
The most commonly used action is SendMessage.
Save Changes and edit the Action.
For the SendMessage Action, specify a Message Rule to be used.
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 Message Rule has Recipients defined or the Message Rule is sending to a System, such as an Outbound Service.
Launch New Thread will create a new message thread.
If necessary, you may select Users orGroups to add individually.
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 Message Rule is sending a system message using an Outbound Integration or if the Message Rule has static text.
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 Message Rules
Attach Workflows to Message Rules.
Out of the Box Workflows
AlertOps comes with a number of Workflows out-of-the-box.
Modify an Existing Workflow
To change a Start Condition, delete the condition and add your changes.