The following tables describe and list properties of the process definition objects.

Event reference

Process definition includes the following event references.

SymbolNameDescriptionProperties
Generic Start Event(default) Process initial state.
  • Name
  • ID
  • Input Type
    • Alert (default)
    • Resource
  • Add Custom Input (optional)
    Select or deselect the Add Custom Input toggle.
    Click + to add custom input fields.
Timer Start EventProcess initial state. Transition to next process step is triggered by a time event.
  • Name
  • ID
  • Start Date
  • Ends
    • Never
    • AfternumberOfOccurrences
    • On
  • Recurrence Pattern
    • Minute
    • Hourly
    • Daily
    • Weekly
    • Monthly
  • Repeats Every
Signal Start EventProcess initial state. Transition to next process step is triggered by an alert, incident, or resource signal event.
  • Name
  • ID
  • Signal type:
    • Alert
    • Incident
    • Resource
  • Signal event:
    • Created
    • Updated
  • Filter Criteria Start event condition. Example: $attribute1Name =
Timer Intermediate Catch EventPuts the process on hold until the specified time or duration. Transition to the next process step is triggered with the elapse of time or duration.
  • Name
  • ID
  • Time Definition Type:
    • Duration
    • In - Enter the duration.
    • Select
      • Days
      • Hours
      • Minutes
      • Seconds
    • Time

      Select the time in 24 hour format.

Timer Boundary EventEnables the task to complete within the specified duration. If the task is not completed within the duration, the process moves to the next step.
  • Name
  • ID
  • Duration
  • In - Enter the duration.
  • Select
    • Days
    • Hours
    • Minutes
    • Seconds
End EventProcess end state.
  • Name
  • ID

Task reference

You must define one of the following task types.

SymbolNameDescriptionProperties
Send TaskSends an email notification to the specified users, user groups, or rosters. In the Message Recipient field, click Add/Modify to find the recipients. The recipient list is displayed based on the login authentication such as partner or client.
  • Name
  • ID
  • Input
  • Message Recipient
  • Notification Template
  • Notification Priority
    • VERY_LOW
    • LOW
    • NORMAL (default)
    • HIGH
    • URGENT
Script TaskRuns an agent-based script or agentless script using Ansible control node. The agent-based task can be implemented using a Python, PowerShell, or shell script.
  • Name
  • ID
  • Platform
    • Agent (default)
    • Agentless
  • Script Name
  • Resource ID
  • Run As
    • Default user (default) Use the user of the agent service for execution.
    • Other user Use the credential assigned to the resource.
Service TaskRuns an external, REST API, or local platform service.
User TaskA user task models work that requires human intervention. When the task runs, a new service desk entity task is created and is displayed in the assignee/assignee group task list.
In the Assignee Group field, click Add/Modify to select the assignee group. In the Assignee field, click Add/Modify to select the assignee. The assignee/assignee group is displayed based on the login authentication such as partner or client.
The workflow transitions out of the user task and to the next stage On receipt of a Closed or Resolved indication from the service desk entity.
Any properties you define in Setup > Service Desk > Custom Forms are also displayed here as additional properties.
  • Name
  • ID
  • Subject
  • Description
  • Priority
    • Low
    • Normal
    • High
    • Urgent
    • Very Low
  • Due Date
    • In
    • Interval
      • Days
      • Hours
      • Minutes
      • Seconds
  • Assignee Group
  • Assignee

Platform service tasks

The following platform service tasks are available for the task reference service task:

Platform Service TaskDescription
Close AlertCloses an alert using the alert ID.
Create/Update AlertCreates and updates an alert.
The Create/Update Alert lets you customize the alerts that are inbound through the integrations.

By configuring a custom process definition for an integration, you can customize the incoming alerts according to the properties defined in the process definition.

Enter the attribute values. The input text here is provided as an example:
  • Subject - $StartAlert.alert.subject
  • Current State - $StartAlert.alert.currentState
  • Metric Name - $StartAlert.alert.metric
  • Component - $StartAlert.alert.component
  • Resource Name - $StartAlert.alert.resource.name
  • Description - Process definition for Integration

This process definition is available for selection in the Enrich and Create Alert section while creating custom integrations.

See the Configure the custom integration for webhook section to learn more about the Enrich and Create Alert option.
Find AlertsFinds a list of alerts that match a PromQL query string.
Find ResourcesFinds a list of resources that match a PromQL query string.
Get AlertGets an alert using the alert ID.
Get IncidentGets an incident using the incident ID.
Heal AlertHeals an alert using the alert ID.
Post Alert CommentPosts a comment using the alert ID.
Set Alert PrioritySets an alert priority using the alert ID.
Update IncidentUpdates the following incident attributes using the incident ID.
  • Priority
  • Status
  • Assignee Group
  • Assignee
  • Response

Utility service task

The Parser Utility Service task parses string text into key values. This helps you to extract information from voluminous data by using custom input fields. Using the parser task, you can define the keys, validate the input string to verify the parsed text, and provide the values as inputs for the next task in a process workflow.

With the Parser task, you can parse any plain text, and also dynamic token values at runtime such as:

  • $.alert.uuid
  • $.resource.hostName

The parser task parses and returns information such as percentage, descriptions, numbers, or path values that can be used in subsequent tasks in a process workflow.

To use the parser task, do the following:

  1. Add a Service task, select Utility Service from the Service drop-down in the Configuration section.

  2. Select Parser from the Task drop-down list.

  3. Enter the value in the Input field.

    Notes

    • Enter the dynamic values using the tokens from the previous tasks, plain text, or a combination of both.
    • Input field supports Json, XML, and YAML formats.
    • Click +Add to create multiple input fields. This is optional.
  4. In the fields below the input field, define the key values and enter the text that needs to be parsed. Click + to create multiple key value fields. This is optional.

    The following input fields are available:

    • Enter Key - Enter a name for the parsed text. For example: Physical Memory % Ensure that each key name is unique.
    • Select - Select a parsing operator from the drop-down options:
      • After: Parses the text after a given input or word.
      • Before: Parses the text before a given input or word.
      • Between: Parses the text between the start and end word.
      • Pre Pend: Adds the text before a given input or word.
      • Post Pend: Adds the text after a given input or word.
  5. Click Validate to verify the parsed output.

  6. In the Validation pop-up that appears, enter the input in the field and click Validate. Validating the input allows you to verify the output, and also make any corrections, if required.

Example:

The following example demonstrates the validation of a plain text alert input using all the five available parsing operators.

The Physical Memory Usage on the device is 56%. The Virtual Memory Usage on the device is 43%.

The following is the parsed text result:

{
  "memory": "Memory",
  "physical memory": "The Physical Memory",
  "memory usage": "43%.",
  "Postpend value": "The Physical Memory Usage on the device is 56%.The Virtual Memory Usage on the device is 43%.always",
  "Prepend value": "CPUThe Physical Memory Usage on the device is 56%.The Virtual Memory Usage on the device is 43%."
} 

Multiple value occurrences

If the input contains multiple occurrences of values, the values are parsed in the following way:

  • First occurrence of the value if the parsing operator is Before and Between.
  • Second occurrence of the value if the parsing operator is After.

For example:

The Physical Memory Usage on the device is 56%. The Virtual Memory Usage on the device is 43%.

The following is the parsed text result:

{  "physical memory ": "The Physical Memory Usage on the device",
  "virtual memory": "43%."}

Parsing dynamic values in run time

The following example demonstrates providing dynamic values as inputs, parsing dynamic values in run time, and using the parsed values in the next task in the process workflow.

For example, the first task in the workflow is the Parser utility task and the next task is the Post Alert Comment platform service task.

Parser task

The input query for the Parser task is as follows:

Alert created # $StartEvent_10g1j00.alert.uuid on device $StartEvent_10g1j00.alert.resource.hostName. Subject: $StartEvent_10g1j00.alert.subject.

The validation response for this input is:

{
  "subject": "$StartEvent_10g1j00.alert.subject .",
  "alertId": "$StartEvent_10g1j00.alert.uuid",
  "deviceName": "$StartEvent_10g1j00"
}

The subject, alertId, and deviceName parameters are the outputs of the Parser task. The actual values are replaced with tokens in the run time.

Note that the values are not yet assigned to these parameters. These are provided as inputs for the Post Alert Comment task.

Post Alert Comment task

The following parameters are provided as inputs after parsing the text:

  • Alert Id - The alert id is generated from the parser task. $Parser.alertId
  • Subject - The name of the subject is appended from the parser task. $Parser.subject
  • Device - The name of the device is appended from the parser task. $Parser.deviceName

The result of the Post Alert Comment task is as follows:

Alert Id: 24475 Subject: Testing the parser task. Device: Think-pad

Gateway reference

Process definition includes the folllowing gateway references.

SymbolNameDescriptionProperties
Exclusive gateway(default) Specifies conditional task execution. Use the connector symbol to specify the branching condition.
  • Name
  • ID
Parallel GatewaySpecifies concurrent task execution.
  • Name
  • ID

Connector reference

Process definition includes the following connector references.

SymbolNameDescriptionProperties
Sequence FlowConnects two components in a directed, sequential workflow.
  • Name
  • ID
Default FlowConnects two components in a conditional workflow. Default processing continues in the direction of this connector if the specified condition is not satisfied.
  • Name
  • ID