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Automated Remediation

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Note: This integration is part of the MSP Add-On.

What it Does

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

Table of Contents

 

Getting Started

  1. To get started creating your first Automated Remediation, navigate to Admin > MSP Settings - Automated Remediation.
  2. Click New Automated Remediation to create one.
  3. Give it an Automation Name.
  4. In the CONDITIONS section, click the + button to add one or more conditions.
  5. In the RUN THE FOLLOWING ACTIONS... section, click the + button to add one or more actions.
  6. When finished, click Save.

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.

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

List of Conditions

  • Alert Body
    • This is the Alert description
  • Asset Custom Field (coming soon!)
    • Only run Automated Remediation for devices based on their Asset Custom Fields, and what those fields contain
  • 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"
  • Automation Has Never Run
    • Only run the automation if it has never run on the device before
  • Business Hours
    • Set the Automated Remediation to run inside or outside of Business Hours
  • Rate Limit
    • Enables you to limit the Automation to only run X times per Y Days
  • Trigger Category
    • You can manually type in your own alert type or check type here to specify exactly which alerts to run Automated Remediation on. These are the types from the RMM vendor. Please refer to their documentation or alerts for details on the desired items.

 

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

  • Clear Alert
    • Clear the alert so that the device can receive a new alert (and run an automation in the future for this alert)
  • 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.
  • Email custom email address
    • Email any email address that the remediation is running
  • Email customer/contact
    • Email the customer that you are running repairs
  • Email technician
    • Email a technician that the remediation is running
  • Enable Maintenance Mode
    • Once enabled you will not be notified of alerts for this device while in Maintenance Mode. Best used if you are about to perform work that could trigger various alerts like offline alerts, for example. Select the Duration of the Maintenance Mode.
  • Post to Microsoft Teams
    • Add a webhook, and we'll post a message to Microsoft Teams
  • Post to Slack
    • Add a webhook, and we'll post a message to Slack
  • Send Customer SMS
    • Send an SMS message to a selected Customer
  • Send Manual SMS
    • Send an SMS message to a specific number

Combining Automated Remediation with Ticket Automations

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

For example, if a client has a Hard Drive that has less than 10% free space, this could trigger an RMM Alert. You could then create an Automated Remediation to convert the RMM alert to a ticket with the Subject "Automation: 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 "Automation: 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.

Feedback and Knowledge Base

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