1. Section 13 - Integrating with Third Party Tools

2. Topics In This Section Integration Types URL Tools Client Tools
Server Tools
Graze API

3. External Ticketing - Sample Scenario
Create an external ticket
Register interest in a Situation
Make bi-directional updates
Handling resolve & close
Create links - click through from Situation to external ticket
Create Situation room plug-in
you might have a customer facing ticketing system.
In this scenario, you need to support bi-directional updates to
Situations are synced with ServiceNow, and from the Situations list you can click through to the ticket in ServiceNow. Any input made to ServiceNow for those Situations will be synced back to AIOps.
You can initiate this manually via Situation UI tool, or automatically by making REST API calls.
Use the past info in the Situation Room
Retrieve ticket detail
Situation
Similar Situation in past?
Yes No
Create Ticket
Close
Resolve

4. Integration Types
Push - i.e. Nagios Lam pushes value to Lam for processing
Pull - SolarWind Lam
Bi-directional - ServiceNow

5. Other Third Party Tools
Manual
Situation UI tools - right-click on Situation to access
ChatOps - operators chooses the tool and runs it from the chat window
Automatic
Automated tooling - run diagnostic tools to add more information to the Situation

6. Situation Server Tools
Enable a user to execute a utility on a remote host.
Context Aware - Tools available are relevant to the Situation
Command and Arguments that are run using the Tool Runner servlet
Can be anything you can run on the host in a Linux terminal command line
Arguments can be extracted from Situation attributes

7. Situation Server Tools

8. Alert Server Tools
Like Situation Server Tools, but for Alerts

9. Client Tools in AIOps
Context sensitive URL linking (client tools) - invoked via right click
Can be invoked from Situations or Alerts
Context aware – May create filter to only display option if Alert field has specific value
Use Situation and Alert data to carry out actions through a specified URL (You can use the custom_info fields too!)
As an AIOps administrator, you can create tools in the System Administration area, and make them available for use from other UI screens in AIOps by other users. These tools can either be invoked via a mouse click or ChatOps.
Client tools (previously called URL Tools) use Situation and Alert data to carry out actions through a specified URL. For example, a tool can link to an external trouble ticket system (via its URL) which then opens a new ticket using data from the selected Situation.
Client tools can be set to return response data and provide a more verbose response in the UI that includes response status and data, which can yield useful and important information.
Client tools can also be configured to alter custom_info fields. For example, running a tool to raise a ticket on a third party system can be configured to prompt for entries of pre-defined (custom_info) values to provide more information in the ticket raised in the third party system.

10. Sample Implementation
Situation client tool for “Internet Health” already defined in your training instance
Situation context menu > Tools provides access to the Internet Health tool
In AIOps, the Alert client tools managed here are available from:
An Alert View right-click menu
A Situation Room Alert View right-click menu
Let’s take a look at an example. In your training instance, a Situation client tool for “Internet Health” is already configured. Access it by right-clicking on a situation. Under the Tools you should see the tool.
This example shows how to link to a page on the Web that show Internet traffic statistics. Most URLs can be show as the result of a client tool and are easily created.

11. ChatOps
Enables AIOps users to run tools from a Situation Room Discussion Thread
@moog to envoke
@moog help – displays available commands and does not create thread entry

12. DEMO - Client Tools
Modify URL to link to Moogsoft docs site (to do what?)
Entering ‘$’ into the URL parameter opens a pick list of Situation or Alert values to pass to the URL :
Context filter:’External Severity’ > ‘Minor’
HTTP Method: GET
Open window: check
URL: arch=true&queryString=$description
Confirm the new tools is visible against Situations that have >Minor severity & it works
URL: This is the URL where the query string is performed. The query string can include Situation or Alert attributes and prompt variables.
To select a Situation or Alert, use the $ in the URL and a real-time filter list of all the values will be listed to be selected. This simplifies the selection options of parameters.

13. Auto-Generate Tickets in External Systems
Must pass the situation ID (sig_id)
To send updates back - check if a subscription exists - call REST to send an update outbound
Use Situation Room Plugins to render external system in iframe
ServiceNow integration is available via UI (System Administration > ServiceNow)

14. Graze API Integration point for external services
Exposes AIOps functionality to authorized external clients
Runs as servlets in AIOps Tomcat
Steps
context.xml in $APPSERVER_HOME/conf
Add <Context crossContext=“true">
Must get auth_token to process requests

15. Graze API
Graze request format _type>
Example: me-graze&password-graze
Consult Graze API documentation for all methods
API method name
Input argument

16. Questions