Collaborate on events (using DingTalk)

Scenarios

Typically, you can manage events in Event Center only from the Alibaba Cloud Management Console. However, many operations management (O&M) scenarios require developers to help resolve issues. To enable this collaboration, you would traditionally create and authorize many Resource Access Management (RAM) users and configure notification subscriptions in the console. This process creates significant configuration management overhead.

With Event Center, you can enable the collaboration feature for mobile applications. This feature currently supports DingTalk, with support for WeCom and Lark coming soon. After you enable this feature, you no longer need to add developer accounts to the Alibaba Cloud Management Console. Instead, developers can use one-click authorization in DingTalk to sync their accounts. All subsequent operations can be performed in DingTalk and are synced to the Alibaba Cloud Management Console in real time. This process simplifies operations management across multiple devices and scenarios and ensures timely and reliable emergency collaboration.

O&M collaboration with DingTalk

Function overview

The mobile application lets you receive information and messages about O&M events. Currently, only DingTalk is supported, so the following descriptions are based on the DingTalk scenario. You can manage O&M events from DingTalk, and operation records are synced to the Event Center console in real time.

Prerequisites

• Enable the DingTalk application. For more information, see How to enable mobile collaboration applications.

• Configure the webhook group address for the service group in Event Center. The corresponding DingTalk group must be an enterprise group.

Event coordination use cases

You can manage O&M events in real time from DingTalk. You can view basic event information, perform O&M operations, and see real-time status changes directly within the application.

Steps for coordinated event handling

1. Collaborative events are sourced from:

   1. Events that are automatically generated by escalation rules.

   2. Events that are created manually.

   After an event is triggered or an operation is performed, a message card is sent to the corresponding group. The card contains the following information: Event Name (Event ID), Priority, Impact, Event Status (Assigned), Alert Content, Alert Summary, Current Assignee, Trigger Time, Trigger Rule, Associated Service, and System Source. The available operations are View Details and Respond to Event.

2. Click the Details button. The details screen contains five sections:

   • Event Details: This section displays basic information about the event. Click the Edit button to open the edit page, where you can modify the event's name, priority, and impact. Click the Respond button to respond to the event. An Event Responded message card is then sent to the group. To temporarily change the owner of the event, click the Change Owner button. This opens the change owner page where you can select a new owner. This action generates a group message notification about the change.

   • Event Activity: This section displays the event's status and operation history in a timeline.

   • Alert Records: This section displays the alerts triggered by the original monitoring source. If the event was created manually, this section is empty.

   • Notes: Add notes in this section to record the key steps taken to resolve the event. The notes are displayed in a timeline.

   • Similar Events: This section displays historical events from the same service that are similar to the current one. This information helps the assignee use past experience to resolve the event faster and reduce the Mean Time To Repair (MTTR). The content in this section is synced with the console.

3. Click the Respond button. A Confirm Response window appears, and an event response message card is sent to the group.

4. The Event Responded message card displays key information and actions.

   The key information includes: Event Name (Event ID), Priority, Impact, Event Status (Responded), Alert Content, Alert Summary, Responder, Trigger Time, Trigger Rule, Associated Service, and System Source. The available actions are View Details and Resolve Event.

5. Click the Resolve button. You are redirected to the event resolution edit page. The Trigger Reason and Solution fields are required. After you confirm the resolution, the event is resolved, and an event resolution notification is sent to the group. No further operations can be performed on this event.