IT & Security WorkflowsPurpose
1.2. Integrate input from emails, system alerts, support chat, and monitoring tools to centralize incident logging and ensure compliance with SLAs for IT systems critical to professional aeronautical services.
1.3. Reduce manual intervention, standardize response protocols, and streamline escalations to enhance IT incident management efficiency and traceability.
Trigger Conditions
2.2. Detection of error messages or alerts from IT monitoring platforms.
2.3. User submission of issues via the internal service desk portal or support chat.
2.4. API call from hardware monitoring infrastructure detecting threshold breach.
2.5. Message or tag in communication platforms indicating a new incident.
2.6. Scheduled scans identifying anomalies in software or network performance.
2.7. Receipt of phone call records with IVR-tagged incident categories.
Platform Variants
3.1. ServiceNow
• Function: ‘Create Incident’ API — Configure to map inbound data fields and route ticket based on priority and assignment group.
3.2. Jira Service Management
• Function: ‘Create Issue’ REST API — Set to categorize as ‘Incident’ and use labels for aeronautical-specific routing.
3.3. Zendesk
• Feature: ‘Tickets’ API — Enable automatic ticket creation, set priority from parsed subject/alert content.
3.4. Freshservice
• Function: ‘Create a Ticket’ API — Map monitoring tool input to department/urgency for aeronautics domain.
3.5. BMC Helix ITSM
• Feature: ‘Incident Creation’ Endpoint — Authenticate via OAuth2, auto-assign based on category.
3.6. Ivanti Neurons
• Function: Incident Management API — Configure auto-routing rules for engineering-specific incidents.
3.7. SolarWinds Service Desk
• Feature: ‘Submit Incident’ API — Template creation from monitored alert triggers, auto-tag for engineering systems.
3.8. ManageEngine ServiceDesk Plus
• Function: Add Request API — Map device or user fields, set escalation matrix.
3.9. Cherwell Service Management
• Function: REST API Create Incident — Pass classification logic within workflow config.
3.10. Remedyforce
• Feature: Incident REST API — Parse and populate fields unique to aeronautical workflows.
3.11. Opsgenie
• Function: ‘Create Alert’ API — Sync monitored events, map to incident handlers.
3.12. PagerDuty
• Feature: ‘Incidents API’ — Trigger and group incident from monitoring or chat.
3.13. Microsoft Teams
• Setting: Incoming Webhook — Post card trigger, extract incident context for logging.
3.14. Slack
• Feature: ‘Slash Command’ app — Enable /incident trigger, push payload to ticketing API.
3.15. Splunk
• Function: ‘Alert Actions’ — Configure webhook action to incident endpoint on threshold breach.
3.16. Sumo Logic
• Feature: Monitors Webhook — Route critical log/alert data into incident APIs.
3.17. VictorOps
• Function: REST Alert API — Auto-escalate incidents detected from system logs.
3.18. Nagios
• Feature: Event Handler Scripts — Call external incident API on critical event.
3.19. Zabbix
• Function: Webhook Media Type — Configure HTTP POST to incident endpoint on monitored trigger.
3.20. Datadog
• Feature: Monitor Webhooks — Push incident payload on alert to ticketing system API.
3.21. Intercom
• Feature: Webhook notifications — Route customer-reported issues as IT incident tickets.
3.22. Twilio
• Function: Receive SMS webhook — Use inbound SMS to create incident ticket for IT.
3.23. Google Workspace (Gmail)
• Feature: Filter & Forward — Forward qualifying emails to automation gateway for ticket logging.
3.24. SendGrid
• Function: Inbound Parse Webhook — Send incident-formatted emails to logging API.
Benefits
4.2. Minimizes manual workload; ensures accurate routing for domain-specific needs.
4.3. Centralizes incident history for audit, compliance, and report generation.
4.4. Reduces risk of delayed resolution via automated multi-channel triggers and assignment.