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With Amazon's Jeff Bezos stepping down as CEO, Facebook's Mark Zuckerberg is now the only remaining founder-CEO at any of the Big Tech companies. Zulip combines the immediacy of real-time chat with an email threading model. With Zulip, you can catch up on important conversations while ignoring irrelevant ones.

Zapier is a service that automates tasks between web apps. You can create “zaps” that contain a trigger and an action for a task that you want to perform repeatedly. Zapier regularly checks your trigger for new data and automatically performs the action for you.

Using Zapier you can integrate over 700 apps into Mattermost, including Email, GitHub, Jira, Wufoo, Salesforce, Twitter, Gmail and many more.

This documentation includes:

  • Zapier Setup Guide: Instructions on registering the Zapier app on your server and creating a zap.

  • Message Formatting Tips: Tips from the Mattermost team on formatting Zapier integration messages.

  • Troubleshooting Guide: Advice on troubleshooting common setup issues.

Zapier Setup Guide¶

Zapier is authorized using OAuth2.0. The setup guide requires that a System Admin register the Zapier app on their Mattermost server and can then optionally allow any users with a Zapier account to create integrations.

Enable Zapier on your Mattermost Instance¶

The first time you set up Zapier on your Mattermost instance you will be required to enable an OAuth 2.0 application which can be used by everyone on your server. Your System Admin must execute these steps.

To learn more about OAuth 2.0 applications, including what permissions they have access to, see the OAuth 2.0 documentation.

Enable OAuth 2.0¶

  1. Open Main Menu > System Console.

  2. Under Integrations > Integration Management (or Integrations > Custom Integrations in versions prior to 5.12):

  1. Set Enable OAuth 2.0 Service Provider to True.

  2. If you’d like to allow Zapier integrations to post with customizable usernames and profile pictures, then set Enable integrations to override usernames and Enable integrations to override profile picture icons to True.

Register Zapier as an OAuth 2.0 Application¶

  1. Go to Main Menu > Integrations.

  2. Select OAuth 2.0 Applications > Add OAuth 2.0 Application and enter the following fields:

  1. Is Trusted: No

  2. Display Name: Zapier

  3. Description: ApplicationforZapierintegrations

  4. Homepage: https://zapier.com/

  5. Icon URL: https://cdn.zapier.com/zapier/images/logos/zapier-logomark.png

  6. Callback URLs: https://zapier.com/dashboard/auth/oauth/return/MattermostDevAPI/

  1. Click Save to create the application.

You’ll be provided with a Client ID and Client Secret. Save these values, or share them with your team to connect Zapier in the steps below.

Create a Zap¶

  1. Sign up for a free Zapier account or log in if you already have one.

  2. On your Zapier dashboard click Make a Zap!.

  3. Trigger App: Events in this app will trigger new messages in Mattermost.

  1. Select a Trigger App. This will trigger new messages in Mattermost. If the app you’re looking to connect isn’t supported on Zapier, consider firing in-app events to a Gmail account and then connecting Gmail to Mattermost using Zapier.

  2. Select the Trigger Event. New messages in Mattermost will fire depending on these selected events in conjunction with any filters you apply.

  3. Connect the Trigger Account. Connect the account from which you’d like to trigger events and Test it to ensure Zapier can connect successfully.

  1. Filtering (Optional): Exclude certain events from triggering new messages. Learn more about using Zapier custom filtering.

  1. Add a filter by clicking the small + icon before the Action step.

  2. Zapier supports AND and OR filters. Use the dropdown selectors to choose what events will allow the trigger to send a Mattermost message.

  1. Mattermost Action: Connect your Mattermost Account and then specify posting details.

  1. Select the Action App. Search for “Mattermost”.

  2. Select the Action Event. Select Post a Message. The Mattermost team plans to expand the actions available here.

  3. Connect the Action Account. Click Connect a New Account and enter the following fields:

  1. Mattermost URL: This is the URL you use to access your Mattermost site. Don’t include a slash at the end of the URL and don’t append a team to the end of the server URL. For example, https://community.mattermost.com/core is the entire URL to the Contributors team on our community server. The Mattermost URL entered here would be https://community.mattermost.com.

  2. Client ID/Secret: If Zapier has been enabled as an OAuth application as per the steps above, then these values can be found by navigating to one of your Mattermost teams, then Main Menu > Integrations > OAuth 2.0 Applications. Click Show Secret next to the Zapier app, then obtain the Client ID and Client Secret.

  3. Log in to Mattermost. After completing the above fields you will be prompted to log in to your Mattermost account if you’re not logged in already. If you’re having trouble connecting then please read our troubleshooting guide.

  4. You’ll then be prompted to allow Zapier to access your Mattermost account. Click Allow.

  1. Message Post Details: Specify the formatting of the messages and the team/channel where messages will be posted.

  1. Team: Choose the team where new messages will post. The dropdown should contain all teams you have access to on Mattermost.

  2. Channel: Choose the channel where new messages will post. The dropdown contains all channels that you belong to. Zapier cannot post into Direct Message channels.

  3. Message Text: Enter the message text that will post to Mattermost. This text can be formatted using Markdown and include the dynamic fields offered by your selected trigger app. Read our message formatting tips below.

  1. Username: This is the username that Zapier will post as. Zapier integrations will always appear with a BOT tag next to the username. In order for bots to override the username of the authorized user, your System Admin must set Enable integrations to override usernames to True.

  2. Icon URL: This is the profile picture of the bot that Zapier will post as. In order for bots to override the profile picture of the authorized user, your System Admin must set Enable integrations to override profile picture icons to True.

  1. Test the Zap: You may want to test your zap formatting in a Private Channel before posting in a channel that is visible to your entire team.

Message Formatting Tips¶

Here are some useful tips we recommend to get the most out of Zapier integration:

  • Markdown: Mattermost supports the use of Markdown. in Zapier integrations. For example, use heading markdown for Jira issue titles.

  • Custom Icons: Use different icons for different services and Zapier integrations.

  • Hashtags: Use hashtags to make your Zapier posts searchable. Use different hashtags for different services and Zapier integrations. For example, use the dynamic fields available in Zapier to include ticket a Jira ticket number in hashtags. This makes all conversation on a specific ticket instantly searchable by clicking the hashtag.

  • Quick Links: Link back to the service that fired the zap through the use of Markdown embedded links. For example, in our zaps we embed a link back to the service within the timestamp so it’s easy to take action on any zap.

Examples¶

The Mattermost team has over 50 zaps integrated on our Community Contributors team used for internal communication and interacting with contributors. The Community Heartbeat channel integrates all our community services in one accessible location. These zaps are formatted in two ways depending on the service:

GitHub Issues and Comments, UserVoice Suggestions and Comments, GitLab MM Issues, GitLab Omnibus MM Issues

Forum Posts, Jira Comments, Hacker News Mentions, Tweets

Troubleshooting Guide¶

Possible solutions to common issues encountered during setup.

Cannot connect a Mattermost account¶

  1. 'Tokennamedaccess_tokenwasnotfoundinoauthresponse!'

  1. Possible Solution: Try removing any trailing /’s on the end of your Mattermost URL.

  • Correct: https://community.mattermost.com

  • Incorrect: https://community.mattermost.com/

  1. '[ServerURL]returned(404)'

  1. Possible Solution: The Mattermost URL cannot have a team appended to the end of the server URL.

  • Correct: https://community.mattermost.com

  • Incorrect: https://community.mattermost.com/core

  1. '[ServerURL]returned(500)InternalServerError'

  1. Possible Solution: The Client Secret might be incorrect. Verify this value in Main Menu > Integrations > OAuth 2.0 Applications, or check with your System Admin.

  1. 'ErrorInvalidclientid'

  1. Possible Solution: The Client ID and/or Client Secret might have trailing spaces in them when copied and pasted into the form. Verify there are no trailing spaces in the Client ID and Client Secret fields then try again.

  1. 'Mattermostneedsyourhelp:Wecouldn'tfindtherequestedapp'

  1. Possible Solution: The Client ID might be incorrect. Verify this value in Main Menu > Integrations > OAuth 2.0 Applications, or check with your System Admin.

Deauthorize the Zapier App¶

If you’d like to deauthorize Zapier so it can no longer post through your connected account, go to Account Settings > Security > OAuth 2.0 Applications, then click Deauthorize on the Zapier app.

Available in Mattermost Enterprise Edition E20, Mattermost Cloud Professional, and Mattermost Cloud Enterprise.

Incidents are situations which require an immediate response, and incidents benefit from a clearly defined process that guides toward resolution. Mattermost Incident Collaboration equips your team to coordinate, manage, and resolve incidents from within Mattermost:

  • Starting an incident automatically creates a dedicated incident channel to coordinate discussion.

    • Use custom categories in the channel sidebar to streamline access to ongoing incidents.

  • Playbooks define the tasks toward resolution as your team manages the incident.

    • Define your playbooks in advance with automated actions such as creating a Jira ticket, starting a Zoom call, or finding out who is on-call in Opsgenie.

  • Reviewing the timeline and conversation helps refine the process for future such incidents.

    • Export the incident channel conversation to conduct a post-mortem review.

Delivering more reliable services requires an efficient resolution process. Use Mattermost Incident Collaboration not only to resolve incidents more efficiently, but also to learn from past incidents and refine the process your team relies upon for success.

For Cloud deployments

Mattermost Incident Collaboration is included in the Mattermost Cloud workspace, enabled by default, and upgraded automatically.

For self-managed deployments

Mattermost Incident Collaboration is available in the Plugin Marketplace:

  1. As a System Admin, go to Main Menu > Plugin Marketplace.

  2. Search for Incident Collaboration.

  3. Select Install if not yet installed, then select Configure to enable.

  4. From the plugin configuration page, set Enable Plugin to true.

  5. Select Save to enable the plugin.

Mattermost Incident Collaboration has the following components:

  • Incidents are situations that require an immediate response. Every reported incident results in a newly-created, public or private incident channel exposing a custom user interface for collaboration and resolution.

  • Playbooks define the process to guide an incident toward resolution. Playbooks are created in advance by defining the tasks, checklists, and other configuration used during an incident.

  • Tasks are the discrete actions to be taken when resolving an incident. As the necessary work is completed, the team should mark the tasks as complete. During an incident, tasks may be assigned to a member of the incident channel to communicate ownership.

  • The Commander is a defined role during the incident. This person is responsible for ensuring forward momentum on resolving the incident. By default, the reporter of the incident starts as the commander, but the commander may be changed at any time to another member of the incident channel.

  • Slash commands may be assigned to tasks defined in the playbook to help to streamline common actions.

Note

From v1.3.0, stages have been renamed to checklists, and serve only as a grouping mechanism for tasks. Tasks from any checklist may now be completed at any time.

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To access Mattermost Incident Collaboration:

  • From the Main Menu, select Incident Collaboration to view stats, review incidents of which you are a member, and configure playbooks. System Admins have unrestricted access.

  • From the channel header, select the Incidents icon to open the right-hand sidebar. From there, create a new incident or collaborate on active incidents of which you are a member.

Playbooks and incidents are associated with teams in Mattermost. Starting an incident prompts for a name, description, and playbook. The name and description are used as the initial channel name and channel description, but may be modified later. The selected playbook defines the process (using tasks or checklists), how incident statuses are communicated, and whether or not the incident channel is Public or Private. Read more about Public and Private channels.

Playbooks are always private by default. Membership in the playbook is required to configure the playbook or start an incident using that playbook. Once an incident is started, any member of the team may be added to the incident channel. Users who are not members of the team are unable to access playbooks or incidents belonging to that team.

While the commander of an incident has a dedicated, named role, all members of an incident channel have unrestricted access to modify the current state of the incident. This permissive access model ensures the incident is never blocked on any one individual. Use Private channels and channel membership to restrict access, or configure the playbook as public if everyone on the team is trusted with access to the incident.

During an ongoing incident, use the channel to communicate status updates to stakeholders without requiring their membership in the incident channel. Providing regular status updates increases visibility and helps ensure continued momentum toward resolution. Any member of the channel can write a status update, post that update to the channel, and optionally start a reminder timer to prompt for a subsequent update. Also, if configured in the playbook, status updates may also be broadcast to another channel.

Once an incident is ended, be sure to schedule a post-mortem meeting to iterate on the design of your playbook. Automatic posts can help expose a timeline of events for review, such as when a task is marked as complete or when the commander changes. You can export the messages from the incident channel and use them to build a post-mortem document. Identify bottlenecks by explaining gaps between task completion, and suggest changes to the playbook for the next incident.

Playbooks¶

A playbook must be defined before starting an incident.

  1. Go to Main Menu > Incident Collaboration.

  2. Select Playbooks.

  3. Start a Blank Playbook, or use the built-in Incident Collaboration Playbook as a template.

  4. Name your playbook and provide a description.

  5. Select the Tasks tab.

  6. Within the Tasks tab, customize the checklists and tasks:

  • Create and name new tasks to capture actions your team should take to resolve the incident.

  • Create new checklists to group tasks meant to be completed together.

  • Drag and drop to reorganize checklists and tasks.

  • Optionally add task descriptions to give additional context to members of the incident channel. Descriptions support a limited form of Markdown, including text styling and hyperlinks.

  • Optionally add a slash command to the task that can be executed by members of the incident channel as needed.

  1. Select the Preferences tab.

  2. Within the Preferences tab, customize how status updates are communicated:

  • Optionally configure a broadcast channel to which status updates will be copied. If you are not a member of the configured broadcast channel, Unknown Channel is displayed instead of the channel name.

  • Optionally configure the default reminder timer used to prompt for regular updates. The reminder timer may be changed when a status update is written.

  • Optionally configure a template to use for the first status update. Subsequent status updates will start with the text of the most recent update.

  1. Select the Automation tab.

  2. Within the Automation tab, customize automatically triggered tasks:

  • Optionally enable the Invite members toggle and select a set of members. This set of members are automatically invited to the incident channel when the incident starts.

  • Optionally enable the Assign commander toggle and select a member. This member is automatically assigned as commander of the incident when the incident starts.

  • Optionally enable the Announce it in another channel toggle and select a channel. When the incident is started, an announcement is made in the selected channel.

  • Optionally enable the Send a webhook toggle and enter the webhook you want to use.

  1. On the right-hand side of the screen, configure the permissions:

  • Decide whether the automatically created incident channel should be Public or Private within the team.

  • Share this playbook with other members of the team to allow them to use the playbook to start an incident, as well as edit the playbook.

You can change a playbook’s configuration at any time, but changes will only be applied to future incidents. Ongoing or ended incidents previously started from that playbook remain unchanged.

  1. Go to Main Menu > Incident Collaboration.

  2. Select Playbooks.

  3. Find the playbook to be edited.

  • Only playbooks of which you are a member are listed. System Admins have unrestricted access to all playbooks on the team.

  1. Select the name of the playbook, or select the Actions menu next to the playbook name, then select Edit.

  2. Configure the playbook the same way a playbook is created or edited.

You can delete a playbook at any time. Ongoing or ended incidents previously started from that playbook remain unchanged.

  1. Go to Main Menu > Incident Collaboration.

  2. Select Playbooks.

  3. Find the playbook to be edited.

  • Only playbooks of which you are a member are listed. System Admins have unrestricted access to all playbooks on the team.

  1. Select the Actions menu next to the playbook name, then select Edit.

  2. Confirm that you want to Delete Playbook.

Incidents¶

To start an incident, use any one of the following:

  • Run the /incidentstart slash command from any channel.

  • From the desktop or browser:

  • Select the Incidents icon in the channel header, and select Start Incident from the right-hand sidebar.

  • Use the context menu of a post and select Start incident.

Starting an incident opens an interactive dialog. Provide an incident name and select a playbook to be used with the incident. Optionally provide a description to offer immediate context into the newly started incident. Only playbooks of which you are a member are listed in the Playbook drop-down menu.

The creator of an incident is automatically added as the first member and becomes the commander.

When the incident is created, it is announced in the configured channel. If that channel is archived or deleted, the bot posts a notification in the incident channel.

Join an incident by joining the incident channel. If the incident channel is public, you may join the channel without permission. Search for and join the channel via Browse Channels.

If the incident channel is private, an existing member of the incident channel must invite you. System Admins may join private incident channels without permission.

Any member of the incident channel can work with tasks:

  • To mark a task as completed, select the unchecked checkbox next to the task. To undo this, clear the checkbox.

  • To assign a task to a member of the incident channel, select No Assignee (or the existing assignee’s username), then select a user.

  • To view any description associated with a task, select the information icon to the right of the task name.

  • To execute a slash command associated with a task, select Run next to the listed slash command. Configured slash commands may be run as often as necessary.

To change commanders, use any one of the following:

  • Run the /incidentcommander@username slash command from the incident channel.

  • From the desktop or browser:

  1. Select the Incidents icon in the channel header to open the right-hand sidebar.

  2. Select the Summary tab.

  3. Within the Summary tab, select the current commander’s name in the right-hand sidebar, then select the new commander.

  • To change the commander to a user who is not in the channel, first add the user to the channel.

Incident status updates ensure that stakeholders remain informed about the progress toward incident resolution. To post a status update:

  • From the desktop or browser:

  1. Select the Incidents icon in the channel header to open the right-hand sidebar.

  2. Find the incident you’re looking for and select Go to Incident Channel.

  3. Select the Summary tab.

  4. Within the Summary tab, select Update Status.

  5. Add a Markdown-formatted message.

  • If this is the first status update and the playbook has a defined template, that template will be pre-populated here.

  • If this is a subsequent status update, the message from the last status update will be pre-populated here.

  1. Optionally set a reminder to prompt for the next status update.

  • If this is the first status update and the playbook has a defined default reminder timer, that timer will be pre-selected here.

  • If this is a subsequent status update, the last reminder timer will be pre-populated here.

  1. Select Update Status to post your status update.

  • Status updates are posted to the incident channel as a message from the user providing the status update.

  • If the playbook has a defined broadcast channel, status updates are copied to the broadcast channel as a message from the incident bot.

The most recent status post will also appear in the right-hand sidebar of the incident channel. To correct or remove a status post, edit or delete the post as needed. Status updates that are broadcast to another channel will not be edited or deleted.

Incident members can end an incident using any one of the following:

  • Within the incident channel, run the /incidentend slash command.

  • From the desktop or browser:

  1. Select the Incidents icon in the channel header to open the right-hand sidebar.

  2. Find the incident you’re looking for and select Go to Incident Channel.

  3. Select Update Status.

  4. From the Status drop-down menu, select Resolved.

  5. Enter a message with additional details.

  6. Select Update Status.

Mattermost Markup

Ending an incident signals to all members of the channel that the incident is no longer ongoing. Members of the team can continue to post in the channel, mark tasks as complete, and change the commander if needed.

If an incident was ended prematurely, it can be restarted using any one of the following:

  • Within the incident channel, run the /incidentrestart slash command.

  • From the desktop or browser:

  1. Select the Incidents icon in the channel header to open the RHS.

  2. Find the incident you’re looking for and select Go to Incident Channel.

  3. Select Update Status.

  4. From the Status drop-down menu, select Active.

  5. Enter a message with additional details.

  6. Select Update Status.

To view past incidents of which you are a member, from the desktop or browser:

Markdown Matter Most Commonly

  1. Navigate to Main Menu > Incident Collaboration.

  2. Select the Incidents tab.

  3. Within the Incidents tab, find the incident to be reviewed, then select the name of the incident.

  4. Review the incident details:

  • The duration, total number of members ever involved, and messages sent in the channel are listed.

  • A graphical timeline shows how much time elapsed between completed checklist items.

  1. Optionally export the contents of the incident channel to review during a post-mortem.

Mattermost Markdown Link

The /incident slash command allows interaction with incidents via the post textbox on desktop, browser, and mobile for:

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  • /incidentstart - Start a new incident.

  • /incidentend - End an ongoing incident.

  • /incidentupdate - Update the current incident’s status.

  • /incidentrestart - Restart an ended incident.

  • /incidentcheck[checklistitem] - Check/uncheck the specified task.

  • /incidentannounce~[channels] - Announce the current incident in other channels.

  • /incidentlist - List all your incidents.

  • /incidentcommander[@username] - Show or change the current commander.

  • /incidentinfo - Show a summary of the current incident.

Exporting the contents of an incident channel requires the channel export plugin. See the Channel Export plugin documentation for more information.

To interact with the incidents data model programmatically, consult the REST API specification.