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In order to have an Automation Task executed directly from a ticket, you can link your Automation Service Workflow to a Ticket Process Workflow
After you publish your Automation Workflow as a Service, in this step you can connect the Automation Service to your ticketing process.
To map these Automation Service Workflows to a ticket you must follow these steps:
- If you are new to Ticket Process Workflow, refer to Design a Process Workflow to create a new ticket workflow.
- To add an Automation step to your existing Ticket Workflow, on the Manage menu click Tools and then Process Workflows. Checkout for editing your Process Workflow
- Go to the Process Designer tab.
- At the appropriate location or step in your process where you want to add the Automation action, Click Add Step in the Edit window on the right
- From the list select Automate and then Automation Action
- Under the Define tab specify the automation action name and description.
- Select the Automation Service from the Workflow list. (Only an Automation Workflow that has been published as a Service will show in this list)
- The mapping fields are displayed automatically on the Map tab. Here you need to define which ticket fields will map to the input parameters that required by the Automation Task.
- Select or specify the required details.
- Click Save Step. The workflow will be linked to the selected ticket type.
- Click on Save to save changes to your Process Workflow
- Re-publish your workflow for the changes to take effect.