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Trigger an incident webhook endpoint on assignee change

To send a notification whenever a user assignment changes for an incident, use an incident webhook endpoint in conjunction with an incident workflow:

  1. Navigate to Integrations > Outbound Integrations, and click Webhook Endpoint.

  2. Click the Incident Webhook Endpoint tab, and then click Add Incident Webhook Endpoint.

  3. Add a name (required) and a description (optional) for the webhook endpoint in the spaces provided.

  4. Configure the new incident webhook endpoint configured to send incidents to the target system.

    NOTE: Do not add a trigger to the incident webhook endpoint. Webhook endpoints are designed to be triggered by workflows. While you can also add a trigger to the webhook endpoint, it is not necessary unless you want to perform more complex processing.

  5. After saving your incident webhook endpoint, navigate to Correlate & Automate > Workflow Engine.

  6. Click the Incident Workflows tab, then click Add Workflow.

    NOTE: Incident webhook endpoints are triggered from incident workflows. To use an incident webhook endpoint, you must also create an incident workflow to trigger it.

  7. Add a name (required) and a description (optional) for the workflow in the spaces provided.

  8. Configure the Trigger:

    1. For this example, select Changed incidents only for the type. This example only addresses incidents where the assignee has changed.

    2. Add the the following filter:

      changes in ( assignee )

      This filter allows the trigger to match incidents where the changes field includes the value "assignee."

      Whenever a change to an incident occurs, the type of change is recorded in the changes field. While the field may include multiple values, it always includes the most recent change (multiple changes can happen at the same time). Refer to the table in Incident attributes for a complete list of possible values for the incident changes field.

  9. Click Add Action, select Send to Endpoint in the list of actions, and then click Add Selected Action.

  10. Click in the Webhook section and select the webhook endpoint created earlier in this procedure.

  11. Complete the other sections of the workflow action as needed. Refer to Send to Endpoint action for assistance.

  12. Save the workflow.

  13. Enable the workflow.

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