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EvOps for Azure Stack - Extensions

Gridpro AB

Rev: 1.0.7820

Published: December 2017

 

What is an Extension?

Extension is the framework used to extend EvOps beyond its core capabilities. Additional extensions “light-up” additional capabilities in triggers/actions in Event rules, new activities in Request template workflows and remote source/validation in Request wizards.

 

Extensions

Office 365

Overview

Office 365 extension delivers inbound email. Inbound email processing together with outbound email in the notification extension enables conversation flow between requester and analysts.

Configuration

Perform the following steps to setup Office 365 extension for your EvOps account.

  1. Open your EvOps account
  2. Click Extensions
  3. Click Add
  4. Select Office 365
  5. Type in required settings according to below table:

Name

Description

Support mailbox

Display name that will be shown in From field in emails

Account name

Office 365 account used emails e.g. john.doe@contoso.com

Account password

Password for above Office 365 account

 

  1. Click OK to create extension. Please be patient, it can take up to 15 minutes for it to complete
  2. On EvOps account blade, verify that Office 365 node shows healthy in Account Health graph
  3. Done

Setup Event rule that creates new request on incoming email

This event rule will create a new request of type Incident when receiving emails.

  1. Open your EvOps account
  2. Click Event rules
  3. Click New
  4. Type in a Display name
  5. Accept or modify generated Name
  6. Click Define trigger then Extension, select Office 365
  7. Select New email received
  8. Click Criteria
  9. Leave Critera empty and click OK
  10. Click Define action then Extension, select EvOps
  11. Select Create request
  12. Click Data mappings
  13. Type in Data mappings snippet below:

    {

        "title": "{{email.subject}}",

        "description": "{{email.textBody | newline_to_br}}",

        "requesterEmail": "{{email.from}}",

        "type": "Incident"

    }

  14. Click Save
  15. Click OK
  16. Click OK to save Event rule

 

Notifications

Overview

Notification extension delivers outbound email using a SMTP server. When extension has been properly configured, a set of predefined event rules will be created. See rule description in below table, you can both modify these event rules or create new:

Event rule name

Description

Request created

Triggers email to requester with information about the request created

Request incident resolved

Triggers email to requester notifying that incident has been marked as resolved

Request service request completed

Triggers email to requester notifying that request has been marked as completed

Request user comment added

Triggers email to assigned analyst notifying that request user comment has been added

Request analyst comment added

Triggers email to requester notifying that request analyst comment has been added

 

Configuration

Perform the following steps to setup Notification extension for your EvOps account.

  1. Open your EvOps account
  2. Click Extensions
  3. Click Add
  4. Select Notifications
  5. Type in required settings according to below table:

Name

Description

SMTP account name

Username required for SMTP authentication

SMTP account password

Password required for SMTP authentication

SMTP server name

SMTP server name e.g. smtp.office365.com

From email

Display name that will be shown in From field in emails

 

  1. Click OK to create extension
  2. On EvOps account blade, verify that Notifications node shows healthy in Account Health graph
  3. Now you can go into Event Rules and enable any of the predefined Notification rules
  4. Done

 

ServiceNow

Overview

ServiceNow extension delivers both outbound and inbound integration with ServiceNow. Predefined event rules allow push request data to from EvOps to ServiceNow, these rules need to be enabled after configuring the extension. See rule description in below table:

Event rule name

Description

ServiceNow request created

Creates ServiceNow ticket when request is created

ServiceNow request closed

Closes ServiceNow ticket when request is closed/resolved

ServiceNow request details updated

Updates ServiceNow ticket when request is updated

It also enables you to populate prompts in your request templates, specifying ServiceNow as the Source for the prompt, and specify configuration to use any of the predefined filters or configure a customer filter.

Configuration

Perform the following steps to setup ServiceNow extension for your EvOps account.

  1. Open your EvOps account
  2. Click Extensions
  3. Click Add
  4. Select ServiceNow
  5. Type in required settings according to below table:

Name

Description

Instance Url

ServiceNow Instance Url e.g.
https://dev13268.service-now.com/

Username

ServiceNow user account with admin permissions

Password

Password for above ServiceNow account

 

  1. Click OK to create extension
  2. On EvOps account blade, verify that ServiceNow node shows healthy in Account Health graph
  3. Now you can go into Event Rules and enable any of the predefined ServiceNow rules
  4. Done

 

Service Management Automation

Overview

Service Management Automation extension allows SMA runbooks to be delivered as an activity in request workflows.

Configuration

Perform the following steps to setup Service Management Automation extension for your EvOps account.

  1. Open your EvOps account
  2. Click Extensions
  3. Click Add
  4. Select Service Management Automation
  5. Type in required settings according to below table:

Name

Description

Service Url

Service Management Automation Endpoint Url e.g.
https://sco1.contoso.com/00000000-0000-0000-0000-000000000000

Domain

NetBIOS domain name

Username

AD Username with SMA access permission e.g. user1

Password

Password for above Active Directory Username

Ignore self-signed certificate

Check to ignore if Service Url is published with a self-service certificate

 

  1. Click OK to create extension
  2. On EvOps account blade, verify that Service Management Automation node shows healthy in Account Health graph
  3. Done

 

 

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