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.
PrerquisitePrerequisite:
Your Automation Workflow must be published as a Service before you can link it to a Process Workflow
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- 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 Automation and then select Automation Action. The Automation Action will get be added to the canvas.
- Under the Define tab specify the automation action name and description.
- Select the Automation Service from the 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 on the right will map to the input parameters defined on the left for the selected 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.
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