Mattermost Incident Management Automation

Target Audience

• DevOps Teams: To automate incident management and notifications.
• IT Support Staff: For real-time updates on issue resolutions.
• Project Managers: To keep track of Jira issues and their statuses.
• System Administrators: To integrate multiple platforms for streamlined operations.

Problem Solved

This workflow addresses the challenge of managing incident resolutions across multiple platforms by automating notifications and status updates. It ensures that:

• Teams are promptly informed via Mattermost when an issue is resolved in PagerDuty and Jira.
• The status of incidents is automatically updated in Jira and PagerDuty, reducing manual intervention and potential errors.

Workflow Steps

1. Webhook Trigger: The workflow starts when a webhook receives a POST request, indicating an incident resolution.
2. Update PagerDuty: The workflow updates the status of the incident in PagerDuty to resolved using the incident ID from the webhook payload.
3. Update Jira: After updating PagerDuty, the workflow updates the corresponding Jira issue's status to a predefined status ID (31).
4. Notify Mattermost: Once Jira is updated, two notifications are sent to Mattermost channels:
   • First notification: "💪 This issue got closed in PagerDuty and Jira."
   • Second notification: "🎉 The incident (summary) was resolved by the lovely folks in the on-call team!"
5. End of Workflow: The workflow completes after sending notifications, ensuring all relevant parties are informed of the incident resolution.