Handling Webex Responses
To allow responses from Webex to update situations and alerts, confirm that the “Handle Webex Response” workflow is enabled.
This workflow performs the following actions.
Acknowledge Situation or Alert when Acknowledge Button is Pressed
When the Acknowledge button in the AdaptiveCard Incident notification is clicked, one of the webhooks installed by the integration fires a response back to Moogsoft Onprem. If the matching situation or alert is still open and unassigned, it is acknowledged and assigned to the Integration User configured in the Webex integration tile. For situations, a thread entry is added to the situation of the form:
Situation acknowledged in Webex room <room> by user <webex user>
Where <room> is originating room and <webex user> is the full name of the Webex user that clicked the button.
Resolve situation or alert when Resolve button is pressed
When the Resolve button in the AdaptiveCard Incident notification is clicked, one of the webhooks installed by the integration fires a response back to Moogsoft Onprem. If the matching situation or alert is still unresolved, it will be resolved by the Integration User configured in the Webex integration tile. For situations, a thread entry will be added to the situation of the form:
Received resolve from Webex room <room> by user <webex user>
Where <room> is originating room and <webex user> is the full name of the Webex user that clicked the button.
Close situation or alert when Close button is pressed
When the Close button in the AdaptiveCard Incident notification is clicked, one of the webhooks installed by the integration fires a response back to Moogsoft Cloud. If the matching situation or alert is still open, it will be closed by the Integration User configured in the Webex integration tile. For situations, a thread entry will be added to the situation of the form:
Received close from Webex room <room> by user <webex user>
Where <room> is originating room and <webex user> is the full name of the Webex user that clicked the button.
Add Thread Entry for a Reply to the Webex Incident message
For situations. when a user adds a reply to the Webex Incident message that mentions the Webex user being used by the integration, this triggers one of the webhooks installed by the integration to forward the reply text to Moogsoft Cloud.
This results in a new thread entry:
Message from Webex room <room> by <webex user>: <reply text>
Where <room> is originating room and <webex user> is the full name of the Webex user that posted the reply and <reply text> is the text from the reply message.