Automating tickets for expiring certificates

Before you begin

• You must have Admin or Editor access (object level) to the environment associated with the automation rule you are creating.
• You must establish a connection with your external issue tracking system using credentials that grant Concert write access to the target board or repository.
• Salesforce and ServiceNow do not support HTML templates for ticket creation by default. If using either of these systems, you must take additional steps to enable HTML templates.
  • For Salesforce, create a custom field in Salesforce. Set the field name to Custom description and the data type to Rich Text Area.
  • For ServiceNow, change the field type in ServiceNow to HTML.
• In addition to the automation rule, configure an ingestion job to pull data from your external issue tracking system so Concert can update ticket status. If you do not have an ingestion job configured, you will have to update the status of each ticket manually.

Instructions

1. Click Administration > Integrations.
2. Click Automation rules.
3. Click Create automation rule.
4. Enter a name for the automation rule for internal reference.
5. Enter a description for the automation rule.
6. Under When this condition occurs, select Certificate expiry.
7. Select the relevant environment. Only certificates associated with this environment will trigger the automation rule as they approach expiration.
8. Select the corresponding action to take:
   • Open Jira ticket. If selected, enter the target project where the ticket will be created.
   • Open GitHub issue. If selected, enter the target organization and target repository.
   • Open ServiceNow ticket. If selected, there are no additional options to set in Concert. However, you must change the field type in ServiceNow to HTML.
   • Open Salesforce case. If selected, there are no additional options to set in Concert. However, you must create a custom field in Salesforce, setting the field name to Custom description and the data type to Rich Text Area.
   Note: Alternative actions, such as Send Slack message, are available but do not result in ticket creation. Refer to Automating Slack notifications for details.
9. Under Using this connection, select the connection associated with the external tracking system. The connection must use credentials that grant Concert "write" permissions to the target board or repository. Establishing an external connection for details.
10. Next to assign to, enter a username present in the target service to which the issue or ticket will be assigned. Ensure this user has access to the specified repository or board.
11. If you selected GitHub issue creation as the action to take, you can enter one or more GitHub labels to apply to issues generated from on this automation rule. You can choose from existing labels by clicking the refresh icon next to retrieve existing labels in the specified repository.
12. Under With the following threshold values, select the number of days prior to the certificate's expiration date to trigger this automation rule.
13. Click Create to save and activate the automation rule.

When the automation rule is triggered, Concert automatically creates a ticket in the connected issue tracking system for each expiring certificate with the assignee and label(s), if applicable, when the defined conditions are met.

Certificates with the same expiration date are grouped in a single ticket.

Next step

Create an ingestion job from the connected issue tracking system to automatically update the status of each ticket opened by Concert.