Supposed that an Incident Type, Check WAN Connection, has been created. Besides integrating the 3rd party ticket system,  you can send an email using the template created by this Incident Type to the NetBrain system.

 

1. Send the Email to NetBrain.

You can export the Email template from NetBrain for each Incident Type. After filling in the data in the Email template, you can send it to the NetBrain IE system via a specific email address.

The following is an Email template example for Check WAN Connection, containing the Email address of the NetBrain IE system, Incident Type, Tenant, and Domain, Local location, and remote location.

You need to fill in the key and the data before sending the email.

2. NetBrain collects the email from end-users.

Upon receiving the email, the IE system does the following security check:

• The sender's email is in the allowed incoming Email address list.

• The key in the Email subject matches the key for this Email address.

• The tenant and domain specified in the email are accessible for this Email address.

3. The IE system matches the email with the Incident Type.

The system will match the email with the Incident Type using the Incident Type specified in the Email Subject. The words after 'Function: 'must be the same as the name of the matched Incident Type.

For this example, the Check WAN Connection in the Email Subject matches the Incident Type Check WAN Connection and so the Incident Type Check WAN Connection is matched with the email.

4. The IE system matches and executes the diagnosis

The system will use the variables provided in the Email body to find the matched Diagnosis and execute them according to the definition of the Intent Type.

For this example, the value of the data field Local and Remote will be used in Static Diagnosis to find the relevant Member NI of the NIC. Only the Member NIs having the tag Location containing US-SAN or CA-YVR will be triggered by this email.

5. IE system executes the diagnosis and replies the results to the end-users.

After the Diagnosis is executed, NetBrain will send the you the link to the Incident Portal. By clicking on the link, you can view the detailed execution result in the IE system.