Configuration: Production incidents

This section is part of the remote-config.yaml configuration file. See the configuration overview for further information.

Overview

You can report on, query and analyse incidents that have occurred in your production environment.

Incident tickets in a project management tool or service management tool are supported.

Configuring incidents

To configure incidents, you need to:

• add your project management tool or service management tool to the ticketManagement section of the remote configuration file
• refer to the server ID and type within the incidents section of a workload configuration

Using your project management tool (e.g. Jira)

This approach applies to teams that raise incidents as tickets in a project management tool (e.g. Jira). Incident tickets are typically identified by issue type, project or field value (e.g. Environment=production).

Remote configuration example

This is a snippet from the remote-config.yaml file:

ticketManagement:
  jira:
    servers:
      - id: "my-jira"
        url: "https://<your-instance>.jira.com"
        authMethod: "BEARER_TOKEN"
        apiKey: ${secret.JIRA_API_KEY}
        defaults:
          ticketTypes:
            - Incident

Note At least one ticket type is required within the ticketTypes list.

Note Set the JIRA_API_KEY secret in your secrets configuration.

If you need to further limit the incidents to be returned, you can add a filter to the server configuration:

ticketManagement:
  jira:
    servers:
      - id: "my-jira"
        # ...
        filter: "project = MYPROJECT"

Workload configuration example

This is a snippet from the workload configuration file:

workloads:
- id: "my-workload"
  name: "My workload"
  incidents:
    type: "jira"
    server: "my-jira"

If you need to further limit the incidents to be returned, you can add further elements to the workload configuration:

workloads:
- id: "my-workload"
  # ...
  incidents:
    type: "jira"
    server: "my-jira"

    # supported by Jira
    projectName: "MYPROJECT"
    teamFilterQuery: "project=MYPROJECT"

    # supported by Azure DevOps
    project: "my-project"
    team: "my-team"

Using your service management tool (e.g. ServiceNow)

This approach applies to teams that raise tickets in a dedicated service management tool (e.g. ServiceNow or Jira Service Desk).

Remote configuration example

This is a snippet from the remote-config.yaml file:

ticketManagement:
  servicenow:
    servers:
      - id: "my-servicenow"
        url: "https://<your-instance>.servicenow.com"
        authMethod: "BEARER_TOKEN"
        apiKey: ${secret.SERVICENOW_API_KEY}

Note Set the SERVICENOW_API_KEY secret in your secrets configuration.

Authentication methods

There are several authentication methods available for ServiceNow:

Auth method	Behaviour
BASIC_AUTH	Uses the email and API key in the HTTP Basic Authentication method.
BEARER_TOKEN	Sends the API key in the Authorization header with the Bearer prefix.
CUSTOM	Sends the API key in the x-sn-apikey header.

If you do not wish to use a static API key, you can instead use an OAuth refresh token, which will be used to obtain a short-lived access token when required. Using a refresh token requires the following configuration:

ticketManagement:
  servicenow:
    servers:
      - id: "my-servicenow"
        url: "https://<your-instance>.servicenow.com"
        authMethod: "BEARER_TOKEN"
        clientId: "${secret.SERVICENOW_CLIENT_ID}"
        clientSecret: "${secret.SERVICENOW_CLIENT_SECRET}"
        refreshToken: "${secret.SERVICENOW_REFRESH_TOKEN}"
        tokenUrl: "https://<your-instance>.service-now.com/oauth_token.do"

Note Set the SERVICENOW_CLIENT_ID, SERVICENOW_CLIENT_SECRET and SERVICENOW_REFRESH_TOKEN secrets in your secrets configuration.

Workload configuration example

This is a snippet from the workload configuration file:

workloads:
- id: "my-workload"
  name: "My workload"
  incidents:
    type: "servicenow"
    server: "my-servicenow"

If you need to further limit the incidents to be returned, you can add further elements to the workload configuration:

workloads:
- id: "my-workload"
  # ...
  incidents:
    type: "servicenow"
    server: "my-servicenow"

    # additional options
    tableName: "non-standard-table-name"
    teamFilterQuery: "project=MYPROJECT"

No incident management provider

In the case where no incident management provider is used, the ticketManagement type should be set to none.

# remote-config.yaml
---
ticketManagement:
  none:
    - id: none

In the associated workflow configuration, the incidents type should be set to none.

# workload-config.yaml
---
workloads:
  - id: athena
    incidents:
      type: none
      serverId: none