The Open Source Monitoring Conference · 📆 Nov. 17–19, 2026 · 📍Nuremberg · ⭐️20th Anniversary Edition

Automated IT Incident Management

From an Alarm to an Automatic Action

Without automation, every alarm wastes valuable time. We ensure that every alert in your IT incident management system is automatically classified, documented, and addressed with an initial response. A ticket is created, the right people are notified, and routine tasks run automatically.

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An alarm goes off
from Icinga or Prometheus
Add context
Host, Service, Last Modified
U
Ticket is being created
with priority and history
Auto-Remediation
Restart the service, free up space
Assess & Escalate
Critical? To whom?
On-call staff takes over
People decide what happens next

Common Problems

Every time an alarm is triggered, the same procedure is followed: assess, check, respond, document. That takes time and is stressful.

A Flood of Alerts Without a Filter

Hundreds of notifications a day, most of which are just noise. Real problems get lost in the mix and aren’t noticed until it’s too late.

Always the same routine

Check the service, restart it, free up memory, submit a ticket: familiar issues require manual effort every time, even at three in the morning.

Who is responsible?

Who did what and when? Without comprehensive documentation, there is no basis for post-mortems, audits, and fair on-call scheduling.

Here’s How to Set Up Your IT Incident Management

Four steps, the same for every NETWAYS solution: from analyzing your alarm sources to the final automation during live operation.

Step 1

Analysis & Concept

We'll review your alert sources and desired responses and determine which alert should trigger which action.

→ We only automate reliable alarms; we do not automate responses to false alarms.

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Step 2

Setup & Integration

n8n is deployed in your environment and connected via webhooks to Icinga or Prometheus, as well as to your ticketing system, chat, and runbooks.

→ Clean integration instead of scattered scripts that no one maintains later on.

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Step 3

Commissioning & Auto-Remediation

The workflows go live: Alerts are enriched, documented, and responded to with an initial routine action.

→ The human element remains in the loop; critical decisions are always made by a person.

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Step 4

Support & Operations

Upon request, we can handle the entire operation and maintenance of the workflows, or train your team so they can manage them on their own.

→ Updates and availability won't take up any of your time.

What’s Happening Behind the Scenes

Here are the building blocks of your IT incident management, which can be implemented individually or in combination, depending on where you can make the biggest impact.

Automatically append context

Collect Alarm Context

As soon as an alert is received, the workflow host compiles the most recent deployments and the latest history and attaches everything.

Result: Faster processing, fewer follow-up questions.

Document the incident

Create a ticket automatically

Each relevant alarm generates a ticket with a priority, context, and timestamp in the connected system.

Result: Complete documentation for post-mortem analysis and audits.

Trigger the first countermeasure

Auto-Remediation for Routine

For known patterns, the workflow performs defined corrective actions: restart the service, clear the cache, free up memory.

Result: Many incidents are resolved before anyone wakes up.

Prioritize & Escalate

Assess & Escalate

If the problem persists or is critical, the workflow is escalated to the appropriate on-call team via the appropriate channel.

Result: Only genuine cases are correctly prioritized and forwarded to the appropriate personnel.

Here’s What Automated Incident Management Offers You

Faster Response · Better Sleep · Traceability

Fixed faster

Enrichment, Ticket, and First Step run automatically. The time to response (MTTR) is noticeably decreasing.

A More Relaxed On-Call Schedule

The workflow handles the routine tasks; only genuine escalations trigger a response from someone. Here’s how to prevent alert fatigue.

Fully traceable

Every alert is documented as a ticket: who, what, when. A good foundation for audits and post-mortems.

This is how your solution is built

Tried-and-true open-source components for your IT incident management. You decide which parts you’ll handle yourself and where you’ll use our services.

n8n

Open-source platform for workflow and process automation. It connects the ticketing system, CRM, and knowledge bases via visual nodes, without the need for in-depth programming. It runs entirely on your own servers, so no ticket data is sent to a third-party SaaS provider.

Icinga

Provides the following alerts: host and service checks, including status and history. Icinga forwards every event to the workflow via notifications and webhooks.

Prometheus

Metrics-based alerting in a cloud-native environment. The Alert Manager forwards alerts to n8n in a structured format, making it ideal for dynamic environments.

Grafana

Makes alerts and their handling visible. Dashboards show which incidents were resolved automatically and where human intervention was required.

We’ll integrate what you’re already using with

n8n comes with native integrations for over 400 systems; everything else can be added via API. Here you’ll find a selection of the tools that our alert workflows typically communicate with.

Ticket Systems & Help Desk

  • Jira Service Management
  • Zendesk
  • Freshdesk
  • Zammad
  • OTRS
  • ServiceNow

Alerts & Chat

  • Slack
  • Microsoft Teams
  • Rocket.Chat
  • Mattermost
  • Telegram

Data & Office

  • Microsoft 365
  • Snipe IT
  • PostgreSQL / MySQL
  • Excel / Google Sheets

Monitoring & Alerting

  • Icinga
  • Prometheus / Alertmanager
  • Grafana Alerting
  • Zabbix
  • Checkmk

Automation & Runbooks

  • Ansible
  • SSH / Shell Scripts
  • REST APIs
  • Webhooks
  • Rundeck

Knowledge & Documentation

  • Confluence
  • BookStack
  • Notion
  • SharePoint

Questions & Answers

Frequently Asked Questions About This Solution

What is IT Incident Management?

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IT Incident Management refers to the structured approach to handling IT incidents: identifying, classifying, resolving, and documenting them. With n8n, this process can be automated so that many steps occur without manual intervention.

How do I automate monitoring alerts?

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Your monitoring system sends the alert via a webhook to a workflow engine such as n8n. There is a defined process in place: gather context, create a ticket, perform a routine action, and escalate if necessary. NETWAYS replicates your existing response process in such workflows.

What is auto-remediation?

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Auto Remediation means that an initial corrective action is automatically taken in response to a known alert—for example, a hung service is restarted or a full memory is cleared. It handles recurring routine tasks, while unclear or critical cases are still escalated to a human.

How do I connect Icinga to a ticketing system?

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You connect Icinga to a ticketing system using a notification command or webhook in Icinga that forwards the event to n8n. n8n enhances the alert and automatically creates a ticket with the appropriate priority and context via your ticketing system's API. With Prometheus, this works in the same way via the Alertmanager.

What is n8n?

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n8n is an open-source platform for workflow and process automation. Visual nodes allow you to connect systems without having to program everything yourself. n8n runs on your premises or as a managed service via NWS, so no data is transferred to an external provider.

Does this mean my IT incident management is GDPR-compliant?

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Yes, whether n8n is operated on-premises or as a managed service through NETWAYS Web Services, you retain control over your data. A human always makes the final decision on critical or ambiguous interventions; enrichment, documentation, notification, and clearly defined routine steps are automated.

Manfred SchlutzBook a personal consultation with ManfredIndividual open source solutions tailored to you and your business.Get in touch

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