Monitor object Activity in Runbook

Question

Hi Team,

I created a Runbook with "Monitor Object" Activity as below, which is supposed to be trigger whenever there is a new incident gets created in SCSM or an update happen to an existing incident in the SCSM.

Actually it is getting triggered only when an incident gets created in SCSM. For any update happen to the existing incident this is suppose to be triggered, which is not happening now. For testing, I am trying to modify the fields like "Urgency", "Source", Support Group" as part of the update and Monitor Object activity does not gets triggered.

Please suggests If I am missing anything here.

Your help is greatly appreciated!

Regards,
Jansi

Answer 1

Hi @jansi rani krishnan ,

The "tiny circle" or "tiny loop":
Runbook monitors Incident for changes and one of the next activities is changing the same Incident that triggered the Runbook.

IR123 gets update (for instance modified Support Group) -> Triggers Runbook -> Runbook is doing changes on IR123 (for instance modifies Urgency) -> IR123 is changed so the Runbook will start over again.

The large or big circle/loop:
Your 3 runbooks with trigger on SNOW or SCSM Incident is changed or modified.
Create IR in SCSM -> Runbook 1 -> Create IR in SNOW -> Runbook 2 -> Modify SCSM IR -> Runbook 1 -> Update in SNOW IR -> ........
Updated IR in SNOW -> Runbook 3 -> Update IR in SCSM -> Runbook 1 -> Modify IR in SNOW -> Runbook 3 -> ........

The only option you have is working with conditions and criterias. This requires a detailed planning of which runbook should do something with which conditions.
Without knowing all the detailed activities and how they are configured and what happens on updated/new created IRs it's almost impossible to help with a detailed answer or solution.

----------

(If the reply was helpful please don't forget to upvote and/or accept as answer, thank you)

Regards
Andreas Baumgarten

Answer 2

Hi @jansi rani krishnan ,

after some testing here:
The monitoring activity is working as expected on updated and on new Incidents.
There is a short delay until the Log History is displaying the result.
Also it might happen one Runbook job is detecting one or more updates in one job instance.
This will look like this (3 different updates in a short timeframe):

On monitor detected 3 updates and executed the following activity per Incident.

----------

(If the reply was helpful please don't forget to upvote and/or accept as answer, thank you)

Regards
Andreas Baumgarten

Answer 3

Hi @jansi rani krishnan ,

please check if all Orchestrator services are running.

Verify in the Runbook Designer the runbook is checked-in and it is running.
There must be a running job instance visible in the Log section.

----------

(If the reply was helpful please don't forget to upvote and/or accept as answer, thank you)

Regards
Andreas Baumgarten