Engage Workflow

Features

• Leverage xMatters Engage from any table in ServiceNow
• Configurable xMatters Engage form from a configuration page
• Dynamic and responsive field selection on the xMatters Engage form
• Organizations can leverage the Type field to drive different actions and behaviors in xMatters (i.e. Assistance Required, Meeting Request, Slack Chat, etc.)
• Ability to auto-populate the External Conference Bridge Passcode and Meeting Room link by user profile
• Out of box support for Incident table, but can be configured for any other tables.

Overview

Conference Bridge Alert

Download and watch: media/conf-bridge-demo.mov

Engage with xMatters Event

Download and watch: media/engage-demo.mov

Install

1. From within ServiceNow import the update set: Update Set
2. Import the xMatters communication plan into xMatters: Communication Plan
3. Configure the integration from within ServiceNow
4. Configure the integration from within xMatters by updating Edit Endpoints

Configurations

To configure the new component navigate to Engage Workflow - xMatters > Engage Workflow Configuration.

Below are the list of configurations available from within the Engage Workflow Configuration:

• Toggle to enable Engage Workflow with xMatters: Yes/No
• Engage Workflow URL Endpoint: URL Endpoint for initial handling of submission
• Select to determine which location the Recipients selector queries for Users and Groups. A selection of ServiceNow is recommended for organizations with a Mid Server configuration: ServiceNow/xMatters
• If ServiceNow is selected. Semi-comma delimited role list that will be used for the search
• List of Types that will display in the Engage Workflow with xMatters (semi-colon delimited)
• List of Types that will prompt the display of the Date & Time selection (semi-colon delimited)
• External Conference Bridges that will display (semi-colon delimited)
• Toggle to enable auto Meeting Builder: Provides the ability to enable the dynamic meeting population.
• Define how the meeting will be auto-populated on the Engage form: table/dynamic
• If Dynamic is selected, the External Conference Bridge URL that will trigger the dynamic setting: Enter one of the External Conference Bridges that will trigger the process.
• If Dynamic is selected, this is the base URL that will display: base URL i.e. https://meeting-site.xyz.com/join/
• If Dynamic is selected, this is how the meeting will be auto populated (i.e. https://meeting-site.xyz.com/join/): user_name/first_name.last_name/none
• Toggle to enable xMatters Hosted Conference Bridges in the Engage display.
• Legal Statement: Optional legal statement field which accepts HTML formatted links
• Moment Format for the Date Time field. Please refer to the documentation here: https://momentjs.com/ What is entered here will be what's included in: moment().tz('America/New_York').format('HERE')
• Moment TimeZone Conversion for the Date Time field. Please refer to the documentation here: https://momentjs.com/timezone/. What's entered below is what's populated: moment().tz('HERE').format('lll')

Passcode and Meeting Link Relationship

Search for Engage Workflow meetings in the navigation to configure. For non-administrators to see this view they must possess the x_xma_xmatters_engage_workflow_meeting role.

ServiceNow Configuration for Different Tables

Out of box this feature supports the Incident module. There are two steps to configure this for additional tables.

Step 1: Configure the UI Action

This configuration step documents the process to make this Engage button available on the new table. Find Engage Workflow - xMatters > UI Actions > Engage Workflow List. Once open select the existing Engage Workflow record, update the Table field to the newly desired table and then on the ribbon at the top, right-click and select Insert and Stay. By selecting Insert and Stay, this will create a new UI Action without impacting the existing on the Incident table.

It is recommended to name the UI Action as the following for the navigation link to continue working: xMatters Engage

Once the above has been completed, navigate to the table selected (or search <table_name>.LIST in the navigation it will open a new tab) and confirm the existence of the button.

Step 2: Configure the Relationship for Related Lists

To configure a Related List to make it viewable, search for Engage Workflow - xMatters > Relationships > Engage Workflow List. Once open select the existing Engage Workflow record, update the Table field to the newly desired table and then on the ribbon at the top, right-click and select Insert and Stay.

It is recommended to name the Relationship for the navigation link to work: xMatters Engage Workflow

To add the Related List to the new table refer to the instructions here.

Be sure when adding the Related List to the new table to select as below (i.e. do not add the one with Parent in the name)

xMatters Configuration for different tables

As an xMatters developer, a user can account or handle the different tables by leveraging data in the JSON submission. For each submission there will be a JSON property named sys_class_name. This table will provide users to leverage Flow Designer using a Switch Statement. This can assist with handling the corresponding notification action in xMatters.

The outbound integrations require no changes whatsoever to account for this new table. Since the sys_id is being passed back it will know to update the corresponding table.

xMatters Communication Plan forms

Users can modify the HTML to adjust the color schemes to meet the organizations branding as well as include an updated image.

Engage with xMatters Template

Conference Bridge Template

Development Roadmap

• Ability to create a specific configuration per table. I.e. Incident has the ability to display x values in the Type drop-down, where Change Request has others, and so on. This would also support different endpoints so they're not all targeting the same endpoints.