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- Any system that allows Web Services (SOAP and REST)
- Any system accessible from a command line (UnixUNIX, SSH, and more)
- Provisioning virtual systems on any Cloud platform such as AWS, Azure, Google Cloud, and more
- File system SFTP
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Following is a brief overview of how automation works:
- The workflow initiates when a Service Desk Analyst or an End User logs a Ticket from a Service Catalog an end user initiates a conversation in Luma which is tied to an Automation Workflow.
- Based on the parameters in the ticket, the appropriate ISM Process Workflow is applied to the ticket.
- The ISM Process Workflow internally calls an Automation Action (without an analyst interaction).
- This Automation action then executes the appropriate operations or tasks as defined within the Automation workflow.
- The Automation workflow is capable of updating the ISM Ticket with the status of the task that is, whether the task failed or completed successfullymatching skill is invoked.
- The skill collects the data required to execute the task from the end user.
- The skill fulfillment is executed through the automation action.
- The Automation workflow performs intelligent workflow driven tasks.
- Based on the status of the task, the Automation workflow updates the status and resolution of ISM Ticket. Notifications from the Ticket notify the user about fulfillment and/or status of Ticketthe tasks in the conversation interface.
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