When creating a new triage and remediation workflow, follow these guidelines:
You can extend existing workflows by adding the following details:
This topic provides the following details about customizing workflows:
This procedure applies to environments with or without a Remedy IT Service Management integration.
When the workflow is run, the new command is used for the specified operating system, and its results are stored with the triage information.
If you have a Remedy IT Service Management integration, perform the first procedure and then follow the guidelines for adding a task template. For a non-Remedy IT Service Management use case, perform only the first procedure.
In the Item Details pane, enter the name, such as command1 or command2; keep Static Value as the Type; and then, enter the actual command in the Value field. Click Save.
The following example shows sample
Move commands that are entered for different operating systems under the Remediation group.
Moveremediation command, the following values are substituted for the variables:
OS Disk Space Full
Move(This value must be identical to the value defined in the configuration.)
Moveremediation command example, the full name of the task template would be
Triage Remediation OS Disk Space Full Move File.
The next time you run the workflow, the newly added remediation command is used for the corresponding operating system.
This scenario presents a high-level walkthrough, showing the main stages in creating a workflow, with its unique triage and remediation actions. In this example, the workflow type is called Service Restart. The workflow type is made available to Atrium Orchestrator through the
mc-action-name value that the incoming event provides.
Whenever you create a new workflow, incorporate all the subworkflows of the common framework, which include the following actions:
A new workflow type such as Service Restart is added to the framework's incoming event processing queue, as illustrated in the following figure:
Sample new workflow: Service Restart in the process incoming event subworkflow
You begin the workflow creation process by defining the workflow type and actions in the installationDirectory\pw\server\etc\cellName\kb\bin\ao_actions.mrl file. In the ao_actions.mrl file, you can define the workflow type and actions for
For more information about the distinction between launching a workflow manually and launching a workflow through a remote action policy, see How to launch workflows from Infrastructure Management.
To define a manual, on-demand workflow type for Service Restart, enter the following definition in the ao_actions.mrl file. It includes the input parameters that you specify in the Execute Action dialog box.
To define an automated workflow type for service restart, enter the following definition in the ao_actions.mrl file.
(See ProactiveNet server configuration for more information about configuring the ao_actions.mrl file.)
After modifying the ao_actions.mrl file, recompile the KB and restart the TrueSight Infrastructure Management Server cell. See Configuring Infrastructure Management for the Triage and Remediation Solution for the steps to recompile the KB and restart the TrueSight Infrastructure Management Server cell after modifying the ao_actions.mrl file.)
After formulating workflow type definitions in the ao_actions.mrl file in the TrueSight Infrastructure Management Server, add the new workflow to Atrium Orchestrator.
For example, you can add a node for the new workflow type (Service Restart) and the appropriate child nodes for items such as command actions, as illustrated in the following figure:
Sample new workflow: Service Restart nodes
Then, add the specific triage and remediation workflows and save them under the corresponding folders under the Triage and Remediation application, as shown in the following figure:
Sample new workflow: Service Restart triage and remediation folders
Then, write the main workflow that invokes the Service Restart triage and remediation actions, an example of which is shown in the following figure:
Sample new workflow: Service Restart main workflow
The specific workflow, Remediate Service Restart, is invoked inside the generic Perform Remediation workflow.
In a scenario with a functional and an integrated Remedy ITSM, the workflow is tied to the change management process. In the change management process, the change is created, and tasks are added to the change. The workflow is invoked when it receives a notification from Remedy ITSM indicating that a task (remediation action) is assigned. The task processing subworkflow is run. When the workflow receives a notification that the change is complete, it then proceeds to close the related incident. (You will need to modify existing task templates or create new ones in Remedy Change Management to handle the new commands.)
In the non-Remedy ITSM scenario, when the change management process is not enabled, the workflow is called directly from the workflow type, not through the change management process.