Create a Channel on the fly and add a Zoom instant meeting link to it.
Major Incidents can cause outages and disruptions to the services that keep your business up and running. It is thus important to minimize the resolution time for such Incidents. Collaboration plays a crucial role here and getting the right people to work through the incident is critical.
Workflow Overview
This sample workflow combines the use of the Slack and Zoom Orchestration apps to automate creating a dedicated slack channel for the incident, looping in the right set of people, creating a zoom meeting and posting the meeting link into the newly created slack channel.
The workflow will trigger when an Incident is created and will create a slack channel with the incident ticket id as the channel name for example inc-999, add the relevant people to it, so they can start working on the resolution of the incident over an instant Zoom meeting, whose URL will be posted into this new Slack channel.
Configurations for Workflow:
Create the Event when an Incident is raised.
Followed by the condition to ensure the incident is a Major Incident
You can then pull in the App Node which will have the following configurations:
App Name: Slack - Orch
App Action: Create Channel
Notes when Configuring Inputs:
To specify the Ticket ID as placeholders, we have to use liquid templates to convert the ID to a slack channel name acceptable format. Channel names can only contain lowercase letters, numbers, hyphens, periods, and underscores, and can only be 80 characters or less.
Liquid templates are used in this use case to change Ticket ID to the compliant format, this format is required during channel creation for Slack.
For example, a placeholder for the channel name will be, {{ticket.id | downcase}}.
Once the channel is created, we store the Slack channel ID to the newly created form field “Slack Channel ID”. Since this field is not required for either Agents or Requesters, it is recommended that you use a business rule to hide this field.
Next to add users to the channel, pull in the App Node which will have the following configurations:
App Name: Slack - Orch
App Action: Add User to Channel by Email
Notes when Configuring Inputs:
email: A comma-separated list of user emails. Up to 1000 users may be listed. This list of emails can be obtained from the requester, agent, a custom object via the reader node and so on.
For validating that the requester and the agent are successfully added to the channel, the condition node is added and the action node to add a public note on the ticket.
Once the channel has the agent and requester added, we will proceed to create an instant Zoom meeting between the agent and requester for resolution of the incident.
To create a Zoom meeting we will require the user id of the agent in Zoom who will be the host of the meeting. To do this, we pull in App Node with the following configurations
App Name: Zoom - Orch
App Action: Get User Details with Email
Notes when Configuring Inputs:
email - The placeholder for the agent’s email who is assigned to the incident.
9. In response to Step 8, we will get the user identifier of the agent in Zoom. Next, we will proceed to create an instant Zoom meeting by pulling in an App node with the following configurations
App Name: Zoom - Orch
App Action: Create Meeting
Notes when Configuring Inputs:
- user_id - This is the user identifier in Zoom, this user will be the host of the meeting. The ticket agent in Freshservice must also exist as a user in your Zoom account with the same email ID. The placeholder from the response of step 8 will be used to set the user ID.
- topic - The placeholder for the subject of the incident raised
- meeting_type - Hardcoded to ‘1’ which indicates that it is an instant meeting
10. After the meeting is created we will now post the meeting joining URL to the slack channel we created in step 3 by pulling in an App Node with the following configurations
App Name: Slack - Orch
App Action: Post Message
Notes when Configuring Inputs:
- channel - The placeholder for the Slack channel created in step 3, this placeholder is available in the response of the app node defined in step 3.
- text - This is the message which will be posted to the Slack channel, we will use the placeholder from the response of the “Create Meeting” app node created in step 9, along with a hardcoded message.
