This site contains the documentation that is relevant to older WSO2 product versions and offerings.
For the latest WSO2 documentation, visit https://wso2.com/documentation/.
Incident Tracking in PagerDuty
- Former user (Deleted)
Owned by Former user (Deleted)
The second use case in the PagerDuty business scenario is used for incident tracking. This page describes the relevant tasks and the operations you use in the PagerDuty connector and the other ESB connectors.Â
Overview
The flow for incident tracking is illustrated in the following diagram. The ESB connectors for Gmail, SurveyMonkey, and Podio will be used to connect to each service.Â
Retrieve the task details from Podio using the getTask operation.Â
Once the task is completed, update the same in the Podio API using the completeTask operation and create a note in the PagerDuty API using the createNote operation with resolution details.
- Retrieve the incident from the PagerDuty API using the getIncidentById operation.
Update the incident as "resolved" in the PagerDuty API using the resolveIncident operation.
- Notify the client about the completion of the reported incident using the createAMail operation in the Gmail API.Â
- Create surveys and send them to the client using the createFlow operation in the SurveyMonkey API.
PagerDuty operations
Podio operations
SurveyMonkey operations
Gmail operations
Samples
Sample Proxy for Completing the Task in Podio, Resolving the Incident in PagerDuty, and Using the Details to Send an E-mail to the Client using Gmail and Creating a survey in SurveyMonkey and Sending the Survey to the Client
<?xml version="1.0" encoding="UTF-8"?>
<!--
Copyright (c) 2005-2015, WSO2 Inc. (http://www.wso2.org) All Rights Reserved.
WSO2 Inc. licenses this file to you under the Apache License,
Version 2.0 (the "License"); you may not use this file except
in compliance with the License.
You may obtain a copy of the License at
http://www.apache.org/licenses/LICENSE-2.0
Unless required by applicable law or agreed to in writing,
software distributed under the License is distributed on an
"AS IS" BASIS, WITHOUT WARRANTIES OR CONDITIONS OF ANY
KIND, either express or implied. See the License for the
specific language governing permissions and limitations
under the License.
-->
<proxy xmlns="http://ws.apache.org/ns/synapse" name="pagerDuty_resolveIncident" transports="https,http"
statistics="disable" trace="disable" startOnLoad="true">
<target>
<inSequence onError="faultHandlerSeq">
<!-- Podio parameters -->
<property name="podioApiUrl" value="https://api.podio.com" />
<property name="podioAccessToken" expression="json-eval($.podioAccessToken)" />
<property name="podioTaskId" expression="json-eval($.podioTaskId)" />
<property name="podioIsHook" expression="json-eval($.podioIsHook)" />
<property name="podioIsSilent" expression="json-eval($.podioIsSilent)" />
<!-- PagerDuty parameters -->
<property name="pagerDutyApiUrl" expression="json-eval($.pagerDutyApiUrl)" />
<property name="pagerDutyApiToken" expression="json-eval($.pagerDutyApiToken)" />
<property name="pagerDutyRequesterId" expression="json-eval($.pagerDutyRequesterId)" />
<property name="pagerDutyNoteContent" expression="json-eval($.pagerDutyNoteContent)" />
<!-- SurveyMonkey parameters -->
<property name="surveyMonkeyApiUrl" value="https://api.surveymonkey.net" />
<property name="surveyMonkeyAccessToken" expression="json-eval($.surveyMonkeyAccessToken)" />
<property name="surveyMonkeyApiKey" expression="json-eval($.surveyMonkeyApiKey)" />
<property name="surveyMonkeyTitle" expression="json-eval($.surveyMonkeyTitle)" />
<property name="surveyMonkeySurveyId" expression="json-eval($.surveyMonkeySurveyId)" />
<!-- Gmail parameters -->
<property name="gmailUsername" expression="json-eval($.gmailUsername)" />
<property name="gmailOAuthAccessToken" expression="json-eval($.gmailOAuthAccessToken)" />
<!-- Complete Task. -->
<podio.init>
<apiUrl>{$ctx:podioApiUrl}</apiUrl>
<accessToken>{$ctx:podioAccessToken}</accessToken>
</podio.init>
<podio.completeTask>
<isSilent>{$ctx:podioIsSilent}</isSilent>
<taskId>{$ctx:podioTaskId}</taskId>
<isHook>{$ctx:podioIsHook}</isHook>
</podio.completeTask>
<!-- Check whether Task is completed. -->
<filter source="$axis2:HTTP_SC" regex="200">
<then>
<property name="id" expression="fn:concat('Task ID :',get-property('podioTaskId'))" />
<call-template target="responseHandlerTemplate">
<with-param name="activity" value="podio_completeTask" />
<with-param name="id" value="{$ctx:id}" />
<with-param name="status" value="Success" />
<with-param name="message" value="Task has been marked as completed." />
</call-template>
<header name="Via" scope="transport" action="remove" />
<!-- Get Task. -->
<podio.init>
<apiUrl>{$ctx:podioApiUrl}</apiUrl>
<accessToken>{$ctx:podioAccessToken}</accessToken>
</podio.init>
<podio.getTask>
<taskId>{$ctx:podioTaskId}</taskId>
</podio.getTask>
<property name="responseStatus" expression="$axis2:HTTP_SC" />
<filter xpath="get-property('responseStatus') != 200">
<then>
<property name="errorMessage" expression="//jsonObject/error_description/text()" />
<property name="message"
expression="fn:concat('Cannot retrieve task information from Podio. Error: ',get-property('errorMessage'))" />
<property name="id" expression="fn:concat('Task ID :',get-property('podioTaskId'))" />
<property name="status" value="Failed" />
<call-template target="responseHandlerTemplate">
<with-param name="activity" value="pagerDuty_createNote" />
<with-param name="id" value="{$ctx:id}" />
<with-param name="status" value="{$ctx:status}" />
<with-param name="message" value="{$ctx:message}" />
</call-template>
<loopback />
</then>
</filter>
<property name="pagerDutyIncidentId" expression="//jsonObject/external_id/text()" />
<header name="Via" scope="transport" action="remove" />
<!-- Create Note. -->
<pagerduty.init>
<apiUrl>{$ctx:pagerDutyApiUrl}</apiUrl>
<apiToken>{$ctx:pagerDutyApiToken}</apiToken>
</pagerduty.init>
<pagerduty.createNote>
<incidentId>{$ctx:pagerDutyIncidentId}</incidentId>
<requesterId>{$ctx:pagerDutyRequesterId}</requesterId>
<noteContent>{$ctx:pagerDutyNoteContent}</noteContent>
</pagerduty.createNote>
<!-- Check whether Note is added. -->
<filter source="$axis2:HTTP_SC" regex="201">
<then>
<header name="Via" scope="transport" action="remove" />
<!-- Get Incident. -->
<pagerduty.init>
<apiUrl>{$ctx:pagerDutyApiUrl}</apiUrl>
<apiToken>{$ctx:pagerDutyApiToken}</apiToken>
</pagerduty.init>
<pagerduty.getIncidentById>
<incidentId>{$ctx:pagerDutyIncidentId}</incidentId>
</pagerduty.getIncidentById>
<property name="responseStatus" expression="$axis2:HTTP_SC" />
<filter xpath="get-property('responseStatus') != 200">
<then>
<property name="errorMessage" expression="//jsonObject/error/message/text()" />
<property name="message"
expression="fn:concat('Cannot retrieve incident information from PagerDuty. Error: ',get-property('errorMessage'))" />
<property name="id" expression="fn:concat('Incident ID :',get-property('pagerDutyIncidentId'))" />
<property name="status" value="Failed" />
<call-template target="responseHandlerTemplate">
<with-param name="activity" value="pagerDuty_createNote" />
<with-param name="id" value="{$ctx:id}" />
<with-param name="status" value="{$ctx:status}" />
<with-param name="message" value="{$ctx:message}" />
</call-template>
<loopback />
</then>
</filter>
<property name="pagerDutyClientEmail" expression="//jsonObject/trigger_summary_data/client/text()" />
<property name="pagerDutyIncidentDesc" expression="//jsonObject/trigger_summary_data/description/text()" />
<property name="pagerDutyAssigneeEmail" expression="//jsonObject/assigned_to_user/email/text()" />
<header name="Via" scope="transport" action="remove" />
<!-- Resolve Incident. -->
<pagerduty.init>
<apiUrl>{$ctx:pagerDutyApiUrl}</apiUrl>
<apiToken>{$ctx:pagerDutyApiToken}</apiToken>
</pagerduty.init>
<pagerduty.resolveIncident>
<incidentId>{$ctx:pagerDutyIncidentId}</incidentId>
<requesterId>{$ctx:pagerDutyRequesterId}</requesterId>
</pagerduty.resolveIncident>
<property name="responseStatus" expression="$axis2:HTTP_SC" />
<filter xpath="get-property('responseStatus') != 200">
<then>
<property name="errorMessage" expression="//jsonObject/error/message/text()" />
<property name="id" expression="fn:concat('Incident ID :',get-property('pagerDutyIncidentId'))" />
<property name="status" value="Failed" />
<call-template target="responseHandlerTemplate">
<with-param name="activity" value="pagerDuty_resolveIncident" />
<with-param name="id" value="{$ctx:id}" />
<with-param name="status" value="{$ctx:status}" />
<with-param name="message" value="{$ctx:errorMessage}" />
</call-template>
<loopback />
</then>
</filter>
<property name="id" expression="fn:concat('Incident ID :',get-property('pagerDutyIncidentId'))" />
<call-template target="responseHandlerTemplate">
<with-param name="activity" value="pagerDuty_resolveIncident" />
<with-param name="id" value="{$ctx:id}" />
<with-param name="status" value="Success" />
<with-param name="message" value="Note has been added and Incident has been marked as resolved." />
</call-template>
<!-- Construct parameters to be used in Gmail and SurveyMonky. -->
<payloadFactory media-type="json">
<format>
{
"surveyMonkeyRecipients":[{
"email":"$1"
}],
"gmailSubject":"Incident :$2 Resolved",
"gmailTextContent":"Hi. \n\n The incident that you reported has been resolved. \n\n Incident :$2\n\nThank you."
}
</format>
<args>
<arg expression="get-property('pagerDutyClientEmail')" />
<arg expression="get-property('pagerDutyIncidentDesc')" />
</args>
</payloadFactory>
<property name="surveyMonkeySurveyReplyMail" expression="json-eval($.surveyMonkeyRecipients)" />
<property name="gmailSubject" expression="json-eval($.gmailSubject)" />
<property name="gmailTextContent" expression="json-eval($.gmailTextContent)" />
<!-- Send Email. -->
<gmail.gmailinit>
<access_token>{$ctx:gmailOAuthAccessToken}</access_token>
<userId>{$ctx:gmailUsername}</userId>
</gmail.gmailinit>
<gmail.createAMail>
<to>{$ctx:pagerDutyClientEmail}</to>
<subject>{$ctx:gmailSubject}</subject>
<from>{$ctx:pagerDutyAssigneeEmail}</from>
<messageBody>{$ctx:gmailTextContent}</messageBody>
</gmail.createAMail>
<property name="responseStatus" expression="$axis2:HTTP_SC" />
<property name="id" expression="fn:concat('Incident ID :',get-property('pagerDutyIncidentId'))" />
<filter xpath="get-property('responseStatus') = 200">
<then>
<property name="message"
expression="fn:concat('Incident has been sucsessfully resolved and a mail with incident details is sent to [',get-property('pagerDutyClientEmail'),']')" />
<property name="status" value="Success" />
</then>
<else>
<property name="status" value="Failed" />
<filter xpath="get-property('responseStatus') != 404">
<then>
<property name="message" expression="//jsonObject/error/message/text()" />
</then>
<else>
<property name="message" value="Invalid Credentials" />
</else>
</filter>
</else>
</filter>
<call-template target="responseHandlerTemplate">
<with-param name="activity" value="gmail_sendEmail" />
<with-param name="id" value="{$ctx:id}" />
<with-param name="status" value="{$ctx:status}" />
<with-param name="message" value="{$ctx:errorMessage}" />
</call-template>
<!-- Build the message body to send in survey email -->
<property name="surveyMonkeySubject" expression="fn:concat('Incident : ', get-property('pagerDutyIncidentDesc'),' Survey')" />
<property name="surveyMonkeyContent"
value="Hi. Please complete the following survey in order to evaluate our service using this link: [SurveyLink] To unsubscribe use the following link: [RemoveLink] Thank you." />
<!-- Create survey. -->
<surveymonkey.init>
<accessToken>{$ctx:surveyMonkeyAccessToken}</accessToken>
<apiKey>{$ctx:surveyMonkeyApiKey}</apiKey>
<apiUrl>{$ctx:surveyMonkeyApiUrl}</apiUrl>
</surveymonkey.init>
<surveymonkey.createFlow>
<surveyTitle>{$ctx:surveyMonkeyTitle}</surveyTitle>
<fromSurveyId>{$ctx:surveyMonkeySurveyId}</fromSurveyId>
<collectorType>email</collectorType>
<collectorName>Email Collector</collectorName>
<recipients>{$ctx:surveyMonkeySurveyReplyMail}</recipients>
<collectorSend>true</collectorSend>
<replyEmail>{$ctx:pagerDutyAssigneeEmail}</replyEmail>
<messageSubject>{$ctx:surveyMonkeySubject}</messageSubject>
<messageBody>{$ctx:surveyMonkeyContent}</messageBody>
</surveymonkey.createFlow>
<property name="id" expression="fn:concat('Incident ID :',get-property('pagerDutyIncidentId'))" />
<filter source="$axis2:HTTP_SC" regex="201">
<then>
<property name="status" value="Success" />
<property name="message"
expression="fn:concat('Survey has been scheduled to be sent to - [', get-property('pagerDutyClientEmail'), '].')" />
</then>
<else>
<filter source="$axis2:HTTP_SC" regex="403">
<then>
<property name="errorMessage" value="Unauthorized API call." />
</then>
<else>
<property name="errorMessage" expression="//jsonObject/errmsg/text()" />
</else>
</filter>
<property name="message"
expression="fn:concat('Cannot create a survey. Error: ',get-property('errorMessage'))" />
<property name="status" value="Failed" />
</else>
</filter>
<call-template target="responseHandlerTemplate">
<with-param name="activity" value="surveyMonkey_createSurvey" />
<with-param name="id" value="{$ctx:id}" />
<with-param name="status" value="{$ctx:status}" />
<with-param name="message" value="{$ctx:message}" />
</call-template>
<loopback />
</then>
<else>
<filter source="$axis2:HTTP_SC" regex="401">
<then>
<property name="errorMessage" value="Unauthorized API call." />
</then>
<else>
<property name="errorMessage" expression="//jsonObject/error/message/text()" />
</else>
</filter>
<property name="id" expression="fn:concat('Incident ID :',get-property('pagerDutyIncidentId'))" />
<property name="status" value="Failed" />
<call-template target="responseHandlerTemplate">
<with-param name="activity" value="pagerDuty_createNote" />
<with-param name="id" value="{$ctx:id}" />
<with-param name="status" value="{$ctx:status}" />
<with-param name="message" value="{$ctx:errorMessage}" />
</call-template>
<loopback />
</else>
</filter>
</then>
<else>
<property name="errorMessage" expression="//jsonObject/error_description/text()" />
<property name="id" expression="fn:concat('Task ID :',get-property('podioTaskId'))" />
<property name="status" value="Failed" />
<call-template target="responseHandlerTemplate">
<with-param name="activity" value="podio_completeTask" />
<with-param name="id" value="{$ctx:id}" />
<with-param name="status" value="{$ctx:status}" />
<with-param name="message" value="{$ctx:errorMessage}" />
</call-template>
<loopback />
</else>
</filter>
</inSequence>
<outSequence>
<payloadFactory media-type="json">
<format>
{
"Response": {
"process":"pagerDuty_resolveIncident",
"activityResponse":[$1]
}
}
</format>
<args>
<arg expression="get-property('operation','responseString')" />
</args>
</payloadFactory>
<property name="messageType" value="application/json" scope="axis2" />
<send />
</outSequence>
</target>
<description />
</proxy>
Sample Request for Completing the Task in Podio, Resolving the Incident in PagerDuty, and Using the Details to Send an E-mail to the Client using Gmail and Creating a survey in SurveyMonkey and Sending the Survey to the Client
{
"podioAccessToken":"70d0449cf781416aad67a1ad4629858e",
"podioTaskId":"29923911",
"pagerDutyApiUrl":"https://testapp.pagerduty.com",
"pagerDutyApiToken":"jgdo99z92Tf8NfpBAVbK",
"pagerDutyRequesterId":"P9HCMOI",
"pagerDutyNoteContent":"Resolved",
"surveyMonkeyAccessToken":"paTBz61kMlD0mPWrsaHR3921EuYbHlBvqU0GDZQ.5nahBvB1GbdZpbh2WnOzXY4Simv-uBMJbSbVRM0.Cf8hvyValagTCBhdrhTzdDuHKmc=",
"surveyMonkeyApiKey":"v9wjtvutfpvz5x82t5dqtt8v",
"surveyMonkeyTitle":"New Survey 1.0",
"surveyMonkeySurveyId":"62203961",
"gmailUsername":"testapp.mahesh2@gmail.com",
"gmailOAuthAccessToken":"ya29.MwFAplCLnyTd2GKxXfaWsfdMX4zR1_e3XPyHq3wDIewQoPuGxd2oH8Uaa15c6i62spoFa1LBpO_27Q"
}