Incident Ticket Creation, Diagnostics and Remediation Solution

Automate alert-to-incident workflows, route tickets to the right support team, run diagnostics, trigger remediation and close the loop between monitoring and your service desk.

The interface is bi-directional, helping keep monitoring and service desk systems aligned. When an incident is resolved in the service desk, the solution can pass that status back to close the original SCOM alert. It can also monitor resolved items in the target service desk and update the source event accordingly, reducing manual reconciliation and improving operational visibility.

The Challenge: Manual Incident Ticket Creation, Diagnostics and Remediation is Slow and Labour Intensive

When infrastructure failures are detected, many organisations still depend on manual processes to create service desk incidents, triage alerts, assign ownership and investigate root cause. Even where alert-to-ticket automation exists, tickets are often raised to a single queue and then manually redirected by service desk teams. That creates delays, increases the risk of misrouting and can leave critical services exposed while teams determine who should take action.

In hybrid environments, the challenge becomes even greater. Customers may have multiple event management tools, service desk platforms and support teams across cloud and on-premises operations. Without an automated way to consolidate alerts, route tickets using alert context, run diagnostics and update the service desk with remediation results, teams lose time on repetitive work and struggle to maintain consistent incident handling.

Typical Automation Scenarios

• Create a service desk incident automatically when a critical Alert is detected
• Route Windows Server alerts to the Windows support team and SQL Server alerts to the database team
• Use SQL-based routing rules to assign priority and ownership based on alert parameters
• Update the original Alert with the newly created service desk ticket number
• Run diagnostic checks for known infrastructure issues and publish the results into the incident record
• Trigger remediation runbooks for known issues to reduce the need for manual intervention
• Monitor resolved service desk incidents and automatically close the corresponding Alert
• Optionally detect closed Alerts and mark the related incident as resolved in the service desk

Benefits at a Glance

• Reduce Incident Response Delays
  Automatically create and route tickets to the right support group using alert context rather than relying on manual triage
• Improve Service Desk Accuracy
  Map SCOM alert fields into the incident record and return the ticket ID to the source alert for traceability
• Close The Operational Loop
  Synchronise resolution status between the service desk and monitoring platform so alerts and tickets stay aligned
• Accelerate Remediation
  Trigger diagnostic and remediation runbooks for known issues and update the incident with the results
• Standardise Repeatable Work
  Use governed Azure Automation runbooks to make incident handling consistent across teams, tools and environments
• Extend Runbook Studio Value
  Build, maintain and adapt incident automation using low-code graphical authoring, smart integrations and reusable automation patterns
• Support Hybrid Operations
  Connect cloud and on-premises infrastructure, monitoring tools and service desks through a single automation approach

Key Capabilities

• Event forwarding from monitoring into the incident workflow
• Automatic incident ticket creation in the chosen service desk
• Configurable routing rules to direct incidents to the correct support group and priority
• Automatic update of the source Alert with the service desk ticket ID
• Bi-directional status synchronisation between monitoring and service desk systems
• Diagnostic runbooks for known issues, with results written back to the incident ticket
• Automated remediation runbooks to resolve known incidents without human interaction where appropriate
• Integration options for ServiceNow, BMC Helix ITSM, EasyVista, Freshservice, HaloITSM, Atlassian Jira and others

Why Kelverion?

Kelverion specialises in Microsoft Automation and helps organisations simplify IT operations across Azure Automation, Runbook Studio, Power Automate, Logic Apps, PowerShell and System Center Orchestrator. The Incident Ticket Creation, Diagnostics and Remediation Solution combines ready-built automation content, practical implementation experience and a low-code automation approach to help customers reduce process cycle time, eliminate repetitive manual work and improve service delivery.

Ready to reduce manual incident handling and accelerate response times? Speak to Kelverion about the Incident Ticket Creation, Diagnostics and Remediation Solution for Azure Automation, request a demonstration or download the datasheet to see how automated alert routing, diagnostics and remediation can transform your service desk operations.