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Managing Incidents

Transposit has been configured and you're logged in. Now you're wondering what to do next!

Let's start by using Transposit to simplify and automate your incident management processes.

As a simple introductory scenario, when an alert via a Webhook is received, you'd like to automatically create a Microsoft Teams channel, submit an Atlassian Jira ticket, and set up a Zoom meeting.

In addition, as a reference point for your discussions, you'd like to have an automatically generated set of Amazon CloudWatch metrics at hand.

A more comprehensive approach to an incident management workflow would include a number of different stages, from "Intake" to "Classify" to "Engage" to "Remediate" to "Improve", while being defined by any combination of the many different services that Transposit supports out of the box.

Setting Up#

As always in Transposit, you begin by connecting to the services you'd like to integrate into your workflow.

  1. Connect to Microsoft Teams.

  2. Connect to Atlassian Jira.

  3. Connect to Zoom.

  4. Connect to Amazon CloudWatch.

Don't worry if you're not using or don't have access to some or all of the above technologies. Pick any other combination from the many different services that Transposit supports out of the box.

After completing the above, you should have a set of keys such as listed below.

Create a Webhook#

You can set up webhooks in Transposit to enable data to be received from external services. Webhooks help you quickly identify and respond to alert events.

During development, you don't need access to the Webhook's external service. Transposit creates sample cURLs for you so that you can quickly and easily try out your webhooks while developing and finetuning them. See Using Webhooks for details.

  1. Create a Webhook.

  2. While creating the webhook, map the incoming payload to the Alert activity's Title and Description fields.

  3. In the template, define a script, with a name such as Handle Alert.

Take the steps below to add the script's actions.

Create a Teams Channel#

Now that you have a Webhook, let's let Transposit use its payload to set up a Teams channel for you so that you can collaborate and discuss the alert.

  1. In your script, create an action, search for actions related to Teams, choose the Create channel action, and click Add.

  2. In the list of properties for the Create channel action, click Data in New channel name and let it be defined by the value that the Webhook will provide to the acivity's Title field.

  3. Do the same in New channel description with the Description activity field, which will also be populated by the Webhook.

  4. You should now see that the channel name and description will be filled by the Title and Description defined in your activity, which in turn are provided by the Webhook's payload.

    When you hover over or click into the dynamic value in the New channel name input property, you can see the underlying mapping syntax used by Transposit.

Notice that you don't need to do anything special to parse the payload. Just tell Transposit which activity fields you'd like to use to dynamically fill the action's input properties. The Webhook will fill those activity fields automatically whenever it is triggered.

Create a Jira Ticket#

Whenever an alert comes in via the Webhook, you need more than just a Teams channel. You'd also like a ticket to automatically be created in Jira to log the incident in your central repository for all issues.

  1. Create a new action, search for the actions related to Jira, choose the Create issue action, and click Add.

  2. As in the previous section, fill the action's input properties with the values that the Webhook provides to the activity fields.

    Instead of for all alerts, you might want a Jira ticket to be created under certain conditions only. For example, based on the activity's priority, as defined by the Webhook, as shown below.

Start a Zoom Meeting#

Next, you'd like a meeting to be set up with all related stakeholders, so let's enable a Zoom meeting to be set up.

  1. Create a new action, search for the action related to Zoom, select the Create meeting action, and click Add.

  2. As before, fill the action's input properties with the values that the Webhook provides to the activity fields.

Gather CloudWatch Metrics#

Let's get the latest graphs and metrics from CloudWatch to have some facts at hand while remediating the issue.

  1. Create a new action, search for the actions related to Cloudwatch, choose the Graph metric action, and click Add.

  2. As before, fill the action's input properties with the values that the Webhook provides to the activity fields.

Trigger the Script#

Finally, let's check that you're good to go, while ensuring the script will be triggered at the right moment. Let's also take a look at the output!

  1. Check that you're happy with the sequencing of your workflow. If not, move the actions up or down with your mouse.

  2. Set the script's trigger to Activity created, so that when the alert comes in via the Webhook, creating the Alert activity, the script will run automatically.

  3. Trigger the script. Do this by using the sample cURL or after registering the Webhook in the relevant external service, as described in Using Webhooks.

  4. When the script is triggered, observe its output in the Timeline.

Next Steps#

There are many other actions that fit naturally into an incident management workflow that you might want to take a look at.