Generating Device Map: Collaborative Diagnosis
Contents
Once the triggered automation workflow has been executed, the NetBrain map data is immediately made available to all resources that can view the ServiceNow ticket. By pulling this information directly into the ServiceNow ticket, NetBrain has immediately helped the customer resources by mapping out the issue and providing a starting point for diagnosis without having to consult separate manual documents (Visio diagrams, notebooks, etc.) or having to manually access the devices using CLI commands.
Exploring the Incident Record NetBrain Automation Tab
Let’s first explore the contents of the NetBrain Automation tab that is available in the ServiceNow incident record, identify what each field represents, and how it can help us reduce the Mean Time to Resolution (MTTR) through collaborative diagnosis.
Interface Element |
Description |
Section |
The collapsible element in the NetBrain Automation tab that contains the NetBrain map and user-reated comments to assist with incident diagnosis. |
+ Add Section |
Manually insert a new section in the NetBrain Automation tab where additional maps created within the NetBrain platform can be linked. |
+ Link Map |
Allows collaborators to manually insert a NetBrain Embedded Dynamic Map URL to the ServiceNow incident record. Note: Only visible once a new section has been added. |
Section Map Type Identifier |
One of three different icons will be displayed to indicate what type of map is associated with the section: ▪ ▪ ▪ |
Map Name |
The name associated with the map generated by NetBrain Integrated Edition platform |
View Runbook in NetBrain |
By clicking the link, the NetBrain Integrated Edition End User Interface is launched, and the map generated is automatically opened so that additional diagnosis may be performed by applying additional Runbooks, Qapp, or Data View Templates. Note: Valid NetBrain user credentials are required |
Data View Selection |
NetBrain enables the user to overlay all available Data View Templates to further diagnose the issue without leaving the Service Now incident section. |
Refresh Map |
The NetBrain map that is inserted into the section will not automatically update. The refresh function has been made available so that debugging information can be updated, as needed. |
Open Map in NetBrain |
By clicking the link, the NetBrain Integrated Edition End User Interface is launched, and the map generated is automatically opened so that additional diagnosis may be performed by applying additional Runbooks, Qapp, or Data View Templates. Note: Valid NetBrain user credentials are required |
Work Notes |
Within the ServiceNow Incident record, customer resources can post and view detailed comments and testing results to avoid duplication of debugging effort. |
Collaborative Diagnosis Scenarios
Let’s look at two example scenarios where multiple customer resources can collaborate within the ServiceNow incident record thanks to the NetBrain integration.
Collaborative Diagnosis Scenario #1 – Conversation in the “Crime Scene”
In this first example, a Dynamic Neighbor Map is triggered as a result of the ServiceNow Incident record creation. The Incident Caller has created the incident and is requesting that the NetBrain User investigate and see what the problem might be.
We can see in the conversation pane that the two resources are able to have a meaningful discussion without leaving the incident record.
Collaborative Diagnosis Scenario #2 – When Triggered Automation Doesn’t Happen
In our second example, the Incident Caller has once again created a new incident record. In this case, the Incident Caller has identified that there is a problem; however, this issue has not resulted in any triggered automation with the NetBrain system. Instead, the Incident Caller has requested that the NetBrain User investigate and provide a map from the NetBrain system and link it into the Incident record.
The NetBrain User has logged in to NetBrain and created a Map for the Northeast region and linked it into the ServiceNow incident record.
Once the root cause has been identified and the debugging approach confirmed, the NetBrain User will proactively create a piece of “well known” NetBrain triggered automation to reduce the MTTR should the issue reoccur.