Hi All! I’m using Email Integration with my Service. I configured a Trigger Rule with a Custom Field - severity that I derived from the email body. I want to reference that Custom Field in a subsequent Service Event Orchestration Rule, which would be called event.custom_details.severity and be referenced within the Rule Condition as If event.custom_details.severity matches info. This condition isn’t firing, and yet when I see the Incident info (via Fallback Behavior), I can see my custom field severity with a value of info under the heading DETAILS. Should I be able to reference this custom field, and if so, how can I do that? Thx! :-)
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Referencing Service Email Integration Custom Field in Subsequent Service Orchestration Event Rule
Best answer by xamici
Alternatively, you can create Event Orchestration which will route events to the Service Orchestration and use Global Email routing key, which could be found on Integration tab of created Orchestration, to ingest events.
Then, you can use the setup mentioned in my reply above.
Here is the link for global email integration: https://support.pagerduty.com/main/docs/event-orchestration#send-events-to-global-orchestrations
+1Hey
It's tricky to determine the issue without first reviewing your service and orchestration setup. Assuming you’re sending an event to the Global Email Address (since sending an event to the service email address would bypass Event Orchestration), the event should follow the Global -> Router -> Service Orchestration path.
If in this setup, Service Orchestration is configured with two sets: the first set contains a rule with the condition Always matches and an action to create an Event Field named severity with the value info and then routes to the subsequent set, which has a rule with the condition event.custom_details.severity matches 'info' , - there should be no issue in triggering an incident.
Also, since there are a few mentions of Custom Fields as well as event.custom_details I wonder if you’re referencing to the same action in EO, which is Event Field.
Here is the setup that worked for the engineer testing this:
Thanks so much for the reply! I derive the severity value in a Trigger Rule:
I know the Custom Field and value is created when I view an ensuing Incident:
And I’m attempting to reference that Custom Field in an Event Rule: I’ve tried to create the Event Field as you’ve exemplified above (with the exception that my value is derived instead of being a statis string), but I haven’t been able to make it work with the regex.
It’s just that it doesn’t appear the Event Rule is firing...
+1
Alternatively, you can create Event Orchestration which will route events to the Service Orchestration and use Global Email routing key, which could be found on Integration tab of created Orchestration, to ingest events.
Then, you can use the setup mentioned in my reply above.
Here is the link for global email integration: https://support.pagerduty.com/main/docs/event-orchestration#send-events-to-global-orchestrations
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