Configuring Runbook Automations (RBAs)

You can configure the Runbook Automations (RBAs) for Incidents, Service Requests (SRs), and Work Orders. In RBAs, a condition is defined. If this condition is met, the defined RBA Scripts are executed. This does not require any manual intervention from the Analysts and the actions are performed by the RBA Scripts if the pre-condition is met.

Figure: RUN BOOK AUTOMATION page

Field Description

Configure Criteria

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

Figure: Step 1 - Configure Criteria tab

Field Description

The following table describes the fields on the Configure Criteria tab of the RUN BOOK AUTOMATION page:

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

See Screen Shot.

Configure Actions

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

Figure: Step 2 - Configure Actions tab

Field Description

The following table describes the fields on Configure Actions tab of the RUN BOOK AUTOMATION 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 Run Book Script should be configured first, before you configure the RBA. If Enable License Validation check box is selected on the RUNBOOK 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 RUNBOOK 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 Run Book Scripts, see Configuring Run Book 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.

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 Run Book Automation 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 Runbook script execution status (success and failure). Once the Runbook 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

On Failure

ACTIONS

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

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

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

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

To View list of Incidents processed:

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

Figure: View list of Incidents processed

View Script details of Incidents

View Script details of Service Requests

Field	Description
Name	Type in a name for the RBA.
Module	Select a module for which the RBA is applicable.
Workorder Source	Select the Work Order source from the list.
Tenant	Select the Tenant for which the RBA is applicable.
Execute When	Select the criteria when the RBA should be executed. Creation Updation - Populate Once Always - Populate whenever criteria meets
Mode	Select the mode of RBA, Automatic or Manual.
Active	Indicates the status of RBA. If selected the RBA is active. If cleared, the RBA is inactive.

Configuring Runbook Automations (RBAs)

Field Description

Configure Criteria

Field Description

Configure Actions

Field Description

Auto Update

ACTIONS

Reference