Automated Remediation

MSP Add-ons: Automated Remediation



Please Note: This integration is part of the MSP Add-On. Head here to learn more: MSP Add-On  

What it Does

A feature that enables you to automate actions when RMM Alerts are created.

 

Overview

To get started creating your first Automated Remediation, head over to "Admin" and click "Automated Remediation" under the new "MSP Settings" section. 

Here, you can click "New RMM Automation" to create your first Automated Remediation.

 And you should be all set to start creating your first Automated Remediation!

Conditions: 

All conditions must be met for the automation to run.  If one is not met, Automated Remediation will not be considered valid for the alert.

Also, conditions are matched using "is", "is not", or "contains", allowing you more flexibility in your expressions.

List of Conditions: 

1) Trigger Category

- You can type in your own "Alert type" or "Check type" here to specify exactly which alerts to run Automated Remediation on

2) Alert Body

- This is the Alert description 

3) Asset Name

- The name of the asset for when you want to run Automated Remediation on device, or devices with similar naming conventions

- Can also exclude devices using this conditional as well using "is not"

4) Asset Custom Field (coming soon!)

- Only run Automated Remediation for devices based on their Asset Custom Fields, and what those fields contain

5) Automation Has Never Run

- Only run the automation if it has never run on the device before

6) Rate Limit

- Enables you to limit the Automation to only run X times per Y Days

 

Actions: 

If all conditions are met, you can perform any of the following actions (if performing multiple, converting the alert to a ticket will be run first).

List of Actions: 

1) Convert to Ticket

- Create a ticket for the alert under the customer/contact of the asset.

- Can also assign a public or private comment to the ticket, along with setting the ticket status, issue type, and ticket custom field type.

2) Email custom email address

- Email any email address that the remediation is running

3) Email customer/contact

- Email the customer that you are running repairs

4) Email technician

- Email a technician that the remediation is running 

5) Post to Slack

- Add a webhook, and we'll post a message to Slack

6) Clear Alert

- Clear the alert so that the device can receive a new alert (and run an automation in the future for this alert)

Combining Automated Remediation with Ticket Automations

If you use the "Convert to Ticket" action, you can cleverly trigger a Ticket Automation to run afterwords. 

For example, if a client has a Hard Drive running out of free space, this could trigger an RMM Alert. You could then create an Automated Remediation to convert the RMM alert to a ticket with Subject "Cleanup needed for {{rmm_alert_computer_name}}" (yes, many template tags are supported, and are listed below the edit/new pages on an Automated Remediation). 

Then create a Ticket Automation that checks the Ticket Subject to make sure it contains "Cleanup needed for", and have it SMS the customer/contact assigned to the ticket/asset.

You can also change the status of the ticket from "New" to "In Progress" to only trigger this Ticket Automation once, and update the ticket to show it has been started!

You can use this combination of features in tons of creative ways to automate your workflows.

 

 

 

 

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