About This Automation
RMM alerts arrive continuously and require manual triage to decide which ones become tickets. Staff spend hours reading alert details, assessing severity, and manually creating tickets, with inconsistent decisions and frequent duplicates.
Automation reads each alert, applies consistent rules to determine actionability, checks for duplicates, and creates tickets with pre-filled fields. The team focuses only on edge cases that need human judgment.
Top friction points when done manually
The issues teams report most often with this process
Automation readiness
How well-suited this process is for automation
How The Automation Works
The full workflow, from trigger to completion.
The automation platform receives an incoming alert from the RMM system via webhook or API polling.
The automation extracts alert fields: endpoint name, severity, alert type, timestamp, and error message.
The automation applies rules to determine if the alert should create a ticket, is a known false positive, or can be auto-resolved. Low-confidence cases are flagged for human review.
The automation queries the ticketing system to see if a ticket for the same endpoint and alert type exists within the last 24 hours.
If no duplicate exists and the alert is actionable, the automation creates a ticket with category, priority, description, and affected endpoint pre-filled.
The automation records the alert ID, ticket ID, timestamp, and severity audit log for compliance and reporting.
The automation sends a summary message to the IT team channel with the ticket link and alert summary.
Most popular tool stack used
— the complete tool combinations companies use
Slack
Jira Service Management
Google Sheets
Microsoft ExcelWhat you get when you map this process
Everything you need to understand, plan, and build your automation.
ROI and business case
What this process costs today and what changes once it's automated.
Launch schedule
What gets built, in what order, and what success looks like once it's live.
Process runbook
How the automation runs day to day, including exceptions and human decision points.
Developer handover pack
Full build spec, logic, and configuration — ready to hand off without a briefing call.
Integration and connections guide
Every tool connection, credential, and data mapping the build needs.
Test and QA plan
Every scenario checked and signed off before the automation goes live.
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Frequently asked questions
Everything you need to know before mapping this process.
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