Collaborative fault handling (based on DingTalk)

Cloud and DingTalk O&M fault collaboration

Function overview

You can use the DingTalk mobile application to receive fault notifications and manage faults. Operation records are synced in real time to the O&M Event Center console.

Prerequisites

• The DingTalk application is activated. For more information, see Activate the mobile collaboration application.

• A service group is configured in the O&M Event Center and associated with an enterprise DingTalk group. This group is used for collaborative fault handling.

• An event has been upgraded to a fault.

Steps for collaborative fault resolution

1. On the Upgrade Event to Fault H5 page:

1. On the Event Responded message card, click Details to go to the Event Details H5 page.

2. Click More > Upgrade to Fault to upgrade the event to a fault.

3. On the Event Closed message card, click Add Fault Record to upgrade the event to a fault.

II. Fault Contingency Scenarios:

After an event is upgraded to a fault, a Fault in Progress message card is pushed to the group. If the requirements for the automatic creation of a fault scenario group are met, a Fault in Progress message card is also pushed to the fault scenario group. For more information about the logic for creating a fault scenario group, see the following details.

• The fault message card for this group includes the following buttons: Check In, Check-in Records, and Emergency War Room and Join Scenario Group.

• The message card in the fault scenario group contains the following buttons: Check In, Check-in Record, Timeline, and War Room.

The name of the fault emergency scenario group is the same as the current fault name.

The members of the fault emergency scenario group include the fault submitter, the primary handler, and members of the emergency collaboration group. This step is ignored if no service group is assigned.

Analysis of the incident response group creation scenario:

• If none of the members to be added have granted authorization to We-Meet, the group cannot be created.

• If some of the members to be added have granted authorization to We-Meet, only those members are added to the group.

• If a user who has granted authorization to We-Meet clicks the Join Scenario Group button, that user can manually create the fault scenario group.

• If a user who has not granted authorization to We-Meet clicks the Join Scenario Group button, that user cannot manually create the group. A pop-up window appears, prompting the user to notify the personnel associated with the fault to grant authorization to We-Meet.

• If the fault emergency scenario group already exists and a user clicks the Join Scenario Group button, a pop-up window appears to confirm that you want to join the group. After you confirm, you are added to the group.

• If the fault emergency scenario group already exists and you are already in the group, clicking the Join Scenario Group button displays a pop-up window indicating that you are already in the group. You are then automatically redirected to the group chat interface.

3. Fault in Progress message card: This card contains two main buttons, War Room and Join Scenario Group, and two sub-buttons, Check In and Check-in Record.

• War Room button: Click this button to go to the Fault Details H5 page.

• Join Scenario Group button: Click this button to create or join the fault emergency scenario group. For more information about the scenarios for creating and joining the group, see step 2.

• Check In button: Click this button to check in. Each user can check in only once for the current fault.

• Check-in Record button: Click this button to view the check-in records for this fault.

4. War Room - Fault Details: Click the War Room button to go to the Fault Details H5 page. The fault details include the following modules:

1. Fault Details H5 page: This page displays basic information about the fault.

• Join button: If you are not a member of the fault emergency scenario group, click Join. A pop-up window appears to confirm that you want to join the group. After you confirm, you are added to the group. If you are already a member, a pop-up window indicates that you are already in the group, and you are automatically redirected to the group chat interface.

• Recover button: Before you can click the Recover button, you must complete the four submodules in the fault process: Process Details, Fault Impact, Fault Status, and Timeline.

• More button: This button contains the Edit, Change Service, and Cancel Fault buttons.

(a) Edit button: Click this button to edit the fault name and priority.

(b) Change Service button: Click this button to change the service associated with the fault.

(c) Cancel Fault button: Click this button to cancel the fault. After a fault is canceled, no further operations can be performed on it.

2. Fault Process H5 page: The fault process includes four submodules: Process Details, Fault Impact, Fault Status, and Timeline. Before you can click the Recover button, you must complete all four modules. After a fault is recovered, you can start the fault review. You can also revoke the recovery, which changes the Recover button to Revoke Recovery. Before you can click the Review button, the system checks whether the required fields in these four modules are complete.

• Process Details: This submodule displays the fault details. Click Edit to fill in the required information. The primary handler and the emergency collaboration group are the default members added to the fault emergency scenario group.

• Fault Impact: This submodule displays the services affected by the fault. Click Edit to add an affected service. You are redirected to the Add Affected Service page.

• Fault Status: This submodule displays real-time changes to the fault status. The fault status is consistent between the PC client and the mobile app. The status changes are recorded at four fault operation nodes to help you query operation records.

• Timeline: This submodule displays the fault timeline. You must provide detailed information for seven nodes, which are marked with a red asterisk. These nodes are: Fault Occurred, Fault Detected, Fault Announced, Business Response, Root Cause Identified, Recovery Executed, and Fault Recovered. The node records are consistent with the fault timeline on the PC client.

Review button: After the fault is recovered, a fault review is required. Click the Review button and select a reviewer. This action cannot be reversed.

3. Improvement Analysis H5 page: Before you can click the Complete Review button, you must complete the three submodules: Cause Check, Analysis Details, and Improvement Measures.

• Cause Check: This submodule displays fault details such as the cause of the fault and the recovery method.

• Analysis Details: This submodule displays fault details such as the monitoring source and the personnel involved.

• Improvement Measures: In this submodule, you can add improvement measures one by one. You must add at least one improvement measure.

4. Fault Dynamics H5 page: The fault dynamics are consistent with those on the PC client. Key operations and data modifications for the fault are recorded and synced between the PC client and the mobile app.

5. Note Details H5 page: On this page, you can add notes and record note details.

5. Fault emergency scenario group: After an event is upgraded to a fault, a fault emergency scenario group is automatically created. You can perform fault operations in both the original chat group and the newly created fault scenario group. The associated fault data and message cards are synced and pushed in real time. The fault scenario group includes the following features:

1. Automatic push of message cards:

• After the scenario group is created, the group chatbot automatically pushes a Fault in Progress message card. The card contains the Check In, Check-in Record, Timeline, and War Room buttons. The Timeline button redirects you to the timeline on the Fault Details H5 page.

• The group chatbot also automatically pushes a Role Assignment message card that introduces the group members.

2. Pinned group message: A pinned message at the top of the group chat displays basic information about the fault, including the full fault name, fault level, current handler, and fault duration. The fault details are automatically updated as the fault status and data change. To refresh the content of the pinned message, you can switch to another chat and then return to this group.

3. Group plugins: Based on the business requirements of the fault scenario group, three group plugins are configured: Test War Room, Test Timeline, and Test Check-in. These plugins provide multiple entry points for fault handling, helping you respond to faults quickly.

• Test War Room: Click this plugin to go to the Fault Details H5 page to perform fault operations.

• Test Timeline: Click this plugin to go to the fault timeline interface, which lets you directly view the handling status of the current fault.

• Test Check-in: Click this plugin to check in for this fault. Each user can check in only once.

4. Group chatbot: The group chatbot can automatically push message cards. You can also use the at sign (@) to mention the chatbot and perform custom searches. The chatbot currently supports two types of queries: querying recent faults and querying the on-call schedule.

• Query recent faults: Mention the chatbot using the at sign (@). The chatbot pushes a Fault Handling Guide link. Click the blue Query Recent Faults link to go to an H5 page that lists faults from the last 7 days. The fault list includes the following fields: Fault Level, Fault Name, and Fault Status. You can click a fault name to go to the fault details page.

• Query on-call schedule: Mention the chatbot using the at sign (@) and enter `on-call` or `schedule`. The chatbot pushes a query for today's on-call schedule. The query results are limited to the emergency collaboration group associated with the current group. The results include the following fields: Service Group Name, Shift Schedule, and Current On-call Person.