Components installed with PSEW
Summarize
Summary of Components installed with PSEW
The Proactive Service Experience Workflows (PSEW) application, Yokohama release version, provides a comprehensive set of components designed to streamline incident management for SD-WAN network operations. It focuses on automating workflows, escalating incidents through defined stages, and coordinating network-related teams effectively.
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Key Features
- Flows and Subflows: Automated workflows trigger when incidents are created under specific SD-WAN categories and subcategories such as Link Failure and Device Failure. There are 27 subflows tailored for assignment groups and escalation levels, primarily for network operations but extendable to other use cases.
- Escalation Stages: Five defined escalation stages (Triage, L1, L2, L3 investigations, and Resolution) guide incident handling. Each stage generates incident tasks for the relevant assignment group, with synchronized incident information maintained through business rules.
- Decision Tables: The Incident Escalation Policy decision table determines which subflow to execute based on escalation conditions, supporting dynamic workflow management.
- Messages: Each subflow links to message files containing instructions for agents to troubleshoot, escalate, and resolve network incidents. These messages can be customized to fit internal processes.
- Business Rules: Synchronize key incident data such as short description, priority, state, assignment group, assignee, and work notes between incidents and incident tasks.
- Roles: The snindtsmcore.nocagent role enables technical support agents to access integrated ITSM and CSM information. The snindtsmsdwan.ticketintegrator role supports trouble tickets from TMF 621 Open API use cases.
- Assignment Groups: Defined groups include Network Coordinator and Network Engineers at L1, L2, and L3 levels, each with distinct responsibilities from triaging incidents to troubleshooting and triggering change management processes. All groups have the base PSEWUSER system role.
Key Outcomes
- Improved incident handling efficiency through automated workflows and clear escalation paths tailored for SD-WAN network issues.
- Enhanced coordination among network operations personnel via defined roles and assignment groups with appropriate access and responsibilities.
- Consistent and customizable agent guidance through message files linked to each workflow subflow.
- Seamless data synchronization between incidents and tasks ensures up-to-date information is available across teams during escalation.
Components installed with PSEW.
- Flows and subflows
- Escalation stages
- Decision tables
- Messages
- Business rule
- Client scripts
- System properties
- Roles
- Assignment groups
- Service Operations Workspace
Flows and subflows
- Link Failure
- Device Failure
- Protocol Failure
- Soft-WAN Link Failure
- Software Failure
Each category has subflows for each assignment group and a level of escalation for a total of 27 subflows. These subflows are a starting point created primarily for network operations outages, but can be reused and extended for other use cases.
Escalation stages
- Triage
- L1 investigation
- L2 investigation
- L3 investigation
- Resolution
- Short description
- Priority
- State
- Work notes that the assigned person in the assignment group adds to the incident
- Message content that is embedded in the incident by the workflow
Decision tables
Based on the defined condition, Workflow Studio works with the Incident Escalation Policy [sys_hub_flow] decision table to determine which subflow to generate at certain escalation points.
Messages
Each subflow in Proactive Service Experience Workflows is associated with a message file that provides instructions for agents to use to troubleshoot, escalate, and resolve network-initiated incidents. For more information about how to customize the default instructions for your internal troubleshooting processes, see Customize message files.
Business rules
The Sync to tsm incident task business rule determines the information that synchronizes from the incident to the incident task, including:
- Short description
- Priority
- State
- Assignment group
- Assignee
- Work notes that the assigned person in the assignment group adds to the incident
Roles
sn_ind_tsm_core.noc_agent role is available with the Proactive Service Experience Workflows application. This role when added, ensures that the technical support agent can see the relevant information between ITSM and CSM applications. This role includes the following:- itil
- wm_initiator
- wm_read
- sn_customerservice.case_viewer
- sn_customerservice.customer_data_viewer
Several assignment groups are included with this role and other groups can also have the admin role. The sn_ind_tsm_sdwan.ticket_integrator role can be used for trouble tickets created from the TMF 621 Open API use
cases.
Assignment groups
Workflows involve network-related personnel, including network coordinators and engineers. All assignment groups have the base sn_ind_tsm_sdwan.PSEW_USER system role.
- Network coordinator
- The network coordinator's tasks and responsibilities are as follows:
- Manage and triage incidents from the network management systems
- Assess the impact and define the incident priority
- Refresh the impacted services and create cases for the affected customers
- Correlate incidents with the open incidents or change requests using Agent assist
- Assign incidents and coordinate with network engineering
- L1- Network engineer
- The L1 - network engineer's tasks and responsibilities are as follows:
- Troubleshoot network incidents
- Engage Field Service agents, third-party vendors, and OEMs to resume normal service operation
- Trigger the Change Management and Problem Management processes
- L2 - Network engineer
- The L2 - network engineer's tasks and responsibilities are as follows:
- Troubleshoot network incidents
- Engage Field Service agents, third-party vendors, and OEMs to restore normal service operation
- Trigger the Change Management and Problem Management processes to introduce beneficial change or perform root cause analysis
- L3 - Network engineer
- The L3 - engineer's tasks and responsibilities are as follows:
- Troubleshoot network incidents
- Engage Field Service agents, third-party vendors, and OEMs to restore normal service operation
- Trigger the Change Management and Problem Management processes to introduce beneficial changes or perform root cause analysis