Luma Automation allows you to automate complex business processes in your organization. You can create organization-specific custom workflows that can integrate with your 3rd party systems and execute tasks in the target system. The automation workflows simplify your organization-specific business processes.
Using the Custom Workflow designer, you can define a series of tasks required to execute a process. You can use the Out-of-the-box connectors to connect to your ITSM systems and execute tasks such as Adding Worklogs, Change Priority, Create Tickets, etc.
The following flowchart shows the steps in which an Automation workflow can be defined and then linked to a skill.
Step 1: Create an Integration
The first step is to create integration with your target system. Configure the Web Service and Instance of the target third-party system where you want to execute the task. You can also use the out-of-the-box (OOTB) connectors that are already available. If available, you can directly use it.
Step 2: Design the Automation Workflow
The next step is to design your workflow to be executed in the target system created or identified in Step 1. On the Workflow designer, add a series of Events and Service Tasks that can be executed as per the defined path. All the controls that can be added into a workflow are available out-of-the-box. For a complete list, refer to the section on Out-of-the-box Events and Service Tasks.
Step 3: Configure Operation and Input-Output Attribute Mapping for the Service Task
The next step is to configure the Operation to be executed at each step in the Workflow. Create the operation to be executed in the target system and add the input-output parameters required for the task.
Step 4: Add the Automation Workflow in your Skill as a Conversation Item
Once the workflow is ready, you can now create a skill and add the automation workflow as a conversation item. Select the required workflow service from the list and add the required mapping field details.
Step 5: Configure the Attribute mapping fields
After selecting the workflow, the next step is to configure the input mapping fields for the selected workflow. This is done in the Conversation items section by associating the required mapping fields to the attributes in the skill. Once the skill is saved successfully and published, upon skill execution, Luma will prompt the user to enter values for the attributes in order to execute the automation task.
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