Append additional Affected Service to existing via Automation

[andrew_pass]

Hi,

Been trying to figure this out and tried reading the various different posts and guides but can't seem to get this working so sending up a flare :)

My use case is -

I have a number of affected services linked to a parent, I'm trying to set up a rule whereby if someone adds a child it then recognizes this and adds the parent to the list.

At the moment I can only get it to either completely replace all the values and just add the parent I can't seem to get it to add the parent in addition.

Logic is, that for an incident, as a developer / logging tool I might say that API-X is impacted so add it to affected services.

As an incident / change manager I want to easily be able to see all tickets impacting that and also the system in general. 

Rule runs like this - 

• Affected Service added, call it Y
• Branch rule with a condition - object HAVING inboundReferences("Name" = X)
• Update Affected Services with the X

End result is Affected Services, Y, X are added to ticket.

Hopefully that all makes sense :)

Thanks!

[andrew_pass · Accepted solution]

I got this working :)

So the key was on my edit of the field via advanced I used this -

{
"fields": {
"Affected services":[{"id": "{{lookupObjects.Service ID}}"},{{#issue.Insight - Services}}{"id":"{{Service ID}}"}{{^last}},{{/}} {{/}}]
}
}

The {{lookupObjects.Service ID}} is grabbing the ID of the parent service and then appending it onto the call.

Is now a lot simpler -

• When value changes for Insight - Services custom field,
• If the Object matches IQL object HAVING inboundReferences("Name" = Parent)
• Look up Objects from Services -
  • Name = "Parent"
• Then edit issue - advanced with the above

This then gives everything you need in the final call :)

Final result is whatever the user inputs into the Insight - Services custom field plus the parent of those services as well.

[Simmo]

Hi @andrew_pass

Could you provide a screenshot of the rule and what you have so far?

Cheers,

Simeon. 

[andrew_pass]

Hi Simeon,

Thanks for getting back to me, gonna need to type this long hand as for some reason upload isn't working.

Trigger - When value changes for Affected Services

Action - Log value to audit log - {{issue.affectedServices}}

Action - Lookup objects 

• From Services
• Query - object HAVING inboundReferences("Name" = X)

Branch Rule on IQL

• Object HAVING inboundReferences("Name" = X)
  • Then: Edit issue fields
    
    • Advanced -

{
"update": {
"Affected services" :
[{"set":[
{{#lookupObjects}}
{"id":"{{Service.Service ID}}"}
{{^last}}, {{/}}
{{/}}
]
}]
}
}

---

I've tried loads of different permutations for the last bit based on some posts and guides I've found.

Effectively all I want to do is append the Service with Name X to whatever is already in the Affected Services list. 

The logic on the branch and IQL is working as it also injects the value for X into another custom Insight field but I need it in Affected Services as well so it gives visibility on other changes / incidents.

Hopefully makes sense? Root of the problem is that you can't just add additional values to the field via automation like you can on others like labels.

Thanks!

Andy