Outbound Webhook: Example – Escalation Failed

Outbound Webhook: Example – Escalation Failed

In this example, we’ll create the webhook that will send Integromat Make a message when an Escalation fails. This message can then be routed via no-code to you via email, to MS Teams, etc.

Setup the Webhook Sender and Receiver

  1. Create your listener in Integromat (the receiver) so that it is waiting for a webhook call
  2. Create a new webhook named “Integromat Notification” in Rocketship (the sender)
  3. For the URL, set that to the Integromat webhook you created
  4. For the POST data field define it as shown below and then click Save.

{
"processName": "{{process.name}}",
"processType": "{{process.type}}",
"processStatus": "{{process.status}}",
"processMessage": "{{process.message}}",
"requestBy": "{{requestByResource.userName}}",
"requestByFirstName": "{{requestByResource.firstName}}",
"requestByLastName": "{{requestByResource.lastName}}",
"requestByEmail": "{{requestByResource.email}}",
"requestByEmail2": "{{requestByResource.email2}}",
"requestByOfficePhone": "{{requestByResource.officePhone}}",
"fromResource": "{{fromResource.userName}}",
"toResource": "{{toResource.userName}}",
"ticket": "{{ticket.ticketNumber}}"
}

Great! We’ve defined our webhook. Feel free to click the Test Webhook button. It will send the content to your Integromat instance.

Update Rocketship Workflow

Next, let’s update our “Ticket – Needs Help” workflow, which is triggered when Rocketship encounters an issue (e.g., an escalation fails). Edit the Workflow and set Webhook On Success to the new Rocketship Workflow you just created. We update the Webhook on Success because the Workflow triggering will be successful, even though it was called by a failing escalation rule.

Now, force a test of this by escalating a ticket to the last tier and then escalated it again. The webhook should then trigger and send a message to Integromat. In our example, we get this:

[
{
"processName": "EscalationEngine",
"processType": "EscalationRule",
"processStatus": "Fail",
"processMessage": "Default (ef949061cac011ed8fc800155dc8c8fb)",
"requestBy": "ppierce",
"requestByFirstName": "Dustin",
"requestByLastName": "Test",
"requestByEmail": "demo@example.com",
"requestByEmail2": "",
"requestByOfficePhone": "",
"fromResource": "jmoore",
"toResource": "",
"ticket": "T20230403.0001"
}
]

    • Related Articles

    • Outbound Webhook: Example – Service Call Monitor

      In this example, we’ll create the webhook that will send Integromat Make a message when Service Call Monitor detects an issue. This message can then be routed via no-code to you via email, to MS Teams, etc. Setup the Webhook Sender and Receiver ...

    • How to enable Automatic Evaluation in an Escalation Rule

      Automatic Evaluations enable Escalation Rules to trigger automatically instead of waiting for a manual execution by a user. By default, an Escalation Rule will NOT perform Automatic Evaluation, so this is enabled on a per-Escalation Rule basis. This ...

    • Understanding Escalation Methods in Rocketship

      In Rocketship, the Escalation Engine plays a pivotal role in orchestrating the assignment and routing of tickets among different Teams and Resources. To grasp the concept of Escalation Methods, it’s essential to distinguish them from Escalation ...

    • _Triggers vs Outbound Webhooks

      Rocketship uses incoming and outgoing webhooks to communicate with 3rd party applications. To make things clear, we change the vocabulary we use to indicate the direction of information. Outbound Webhook. An Outbound Webhook is where activity ...

    • Handling Escalations from Non-Escalation Rule Team Resources using the Bypass Feature

      Occasionally, a resource working on a ticket may need to escalate it, but they are not part of the escalation rule teams associated with that ticket. This situation often arises when a ticket is handled by a third party (e.g., an outsourced ...