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.
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Automation Workflow Services can be invoked from the Process Workflow only. Linking an Automation Workflow Service from the (older) classic options of Autoroutes and Workflow Actions is not supported |
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 Automation and then Automation Action select Automation Action. The Automation Action will get added to the canvas.
- Under the Define tab specify the automation action name and description.
- Select the Automation Service from the Workflow Workflow Service 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.defined for Automation Workflow Service.
- 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.
Now your Ticket Process Workflow is linked to your Automation Workflow.