Incidents

As administrator select Incidents from Project Configuration Page menu. This section describes on how you can create incident end points so that the data flows from source to target (which is cfxOIA).

Incident Endpoints (Target)

Incident Endpoints allows to create both source and target endpoints. The source end point is where incidents are coming from and the target system normally is cfxOIA. We will create only one target end point while there could be many source end points.

  1. Click on the ‘+’ icon to create either Target or Source endpoint.

  2. Select Target end point.

  3. Enter Name, Description and select Event type (ex: ServiceNow Ticket, JIRA Ticket, etc or OIA Ticket).

  4. Select End Point type. Cloudfabrix supports various endpoint types. Some examples are webhooks, REST, CSV, Email, MangoDB, ServiceNow SaaS, etc.

  5. Enter Notification ID (ex: NEW_TICKETS,etc)

  6. Once the end point is created, from the Incidents page, on the context menu click ‘Enable’ .

  7. A sample entry for default OIA Incident is shown below.

Incident End Point(Source)

For various sources where the incidents could be residing, we need to create a source endpoint. The following procedure covers creating ServiceNow end points using a webhook.

  1. Click on ‘+’ to create endpoint. Select Source as endpoint Role.

  2. Enter endpoint name, description, select event type and choose endpoint type. For SalesForce the endpoint type is Webhook. Based on the endpoint type, the view expands to capture all the endpoint related information including authentication.

  3. Click Save.

  4. The following screens display a sample endpoint using ServiceNow as source.

Incident Mapping

Once the endpoints are created, the next step is to map both source and target endpoints.

Navigation: Project Configuration -> Incidents -> Incident Mapping

  1. Click on ‘+’ add to create the mapping between source and target systems.

  2. Event Category will be ‘Incidents’

  3. Choose to enable this mapping or to disabled by choosing Yes/No.

  4. Enter description

  5. Select Source Endpoint.

  6. Select Target Endpoint.

  7. Click Save.

Once saved, it is displayed in the Incident Mapping view as displayed below.