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ModernOps

Chatbot incident tracker
Published On May 16, 2024 - 1:59 PM

Chatbot incident tracker

Discover how to track incidents using tickets with Chatbot.
The AIOps Chatbot retrieves relevant Kyndryl Modern Operations Applications AIOps console tickets, and creates, manages, and archives Slack channels from those tickets, including adding any other users as desired. It manages the full lifecycle of the incident ticket.

ITSM tools supported

ChatOps currently integrates with the following ITSM tools. New tools will be added in future releases. No configuration needs to be done in the ITSM tool itself to use ChatOps.

Chatbot boarding template

What tickets are displayed in Slack channels or conversations within Microsoft Teams channels is determined by your boarding template that is created by your Kyndryl team. The template can filter based on the following criteria:
  • Severity:
    The listed severity, from 1 to 4.
  • Manual:
    Whether the ticket was manually created.
  • Autogenerated:
    Whether the ticket was autogenerated.
  • Impact:
    The listed impact of the problem.
  • Service Desk:
    Whether the ticket was generated from ServiceNow, if applicable.

Chatbot workflow

The Chatbot system automatically creates either Slack channels or conversations within Microsoft Teams channels based on incident tickets in ITSM systems and adds any team members associated with that incident ticket as a member of that channel. Any updates to the trouble ticket is automatically posted to the associated Slack channel.
After the trouble ticket is closed, ChatOps automatically archives that channel after a preset delay. These Slack channels or Microsoft Teams conversations help you monitor and resolve trouble tickets by providing a clear and concise communications hub around that ticket, providing improved ITSM.
The resolution of the bug and capturing details is done in an ITSM tool.

Incident ticket information

Incident tickets that satisfy the criteria based on the Chatbot boarding template are fetched in near real-time and then subjected to various data processing methods including natural language processing for identifying the nature of the incident and suggesting a relevant Ansible playbook that can resolve the incident.
The system places the ticket information from the ITSM tool into the new chat channel, and adds everyone in the roster as members of the channel. It also combs through the data and posts any anomalies that it finds such as failures and unusual metrics. What are identified as anomalous is fully configurable as a schema. It also looks at Jira and ServiceNow, if configured, and lists any recent changes, as those are likely the cause of any bugs encountered.
The kind of instance (severity 1 to severity 4) that appears in the channel can be adjusted as needed.
In the case of Microsoft Teams, the tickets appear as conversations within a channel for the severity level.

Natural language processing and recommended actions

The AIOps Chatbot uses natural language processing of the ticket descriptions using an AI/ML classification model to suggest what automation should be executed to resolve the ticket. The chatbot also extracts the recommended actions for remediating the incident tickets from a library of Ansible stored operating procedures (SOPs).
The system also identifies and displays any other tickets that it identifies as being identical or very similar to the current ticket using natural language processing and searching through any ITSM system. It tracks what recommendations were provided, which recommendations were used, and what resolved the ticket, and uses this information to improve the recommendations in the future.

Incident ticket status

As the status of the incident ticket changes during its lifecycle, the AIOps chatbot pushes the updates to the Slack channel or Microsoft Teams conversation from when it is opened to when it is resolved or closed.

Ticketed event information

The incident ticket is reconciled with the events from source systems like Netcool to identify the event that automatically created the ticket for identifying additional resource components and subcomponents that provide details about the origin of the ticket and to better understand the characteristics of what aspects of the resource resulted in creation of a ticket.

Archiving a channel

When the incident is resolved, the channel is marked for archiving. If the incident is reopened within six hours (configurable), the channel is reopened. Otherwise, the channel is archived automatically. After the channel is archived, it cannot be reopened, and so a new channel will be created.
Microsoft Teams does not archive channels when an incident is resolved.

Index channel

As part of the Slack channels, an index channel for the Slack app is automatically created that provides a short summary of all the incident ticket channels opened and allows the user the option to go to a particular channel to view that ticket's details.
ChatOps does not generate an index channel in Microsoft Teams.
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