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Let's take an example of a Business Process to create a ticket in an ITSM system. In the below example, the workflow should request the user for the information required to log When an end-user requests Luma to log a ticket in ISM, the virtual Agent should prompt the user to provide issue details. A Luma skill is identified that triggers an automation workflow that logs a ticket in ISM. Once the ticket is successfully logged, an email is sent to the requestor with the ticket details, and a Channel Notification is sent to the user.

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To design the required business flow, the following components are required:

1. Inputs

   1. Ticket Description to capture the details of the user request.

   2. User’s Email ID to send an email to the requestor with ticket details.

2. Web Operations

   1. ‘Log a Ticket’: An integration operation to log a ticket in an ITSM system such as ISM with the provided issue description.

   2. ‘Send Email’ to trigger an email to the ticket requester.

   3. 'Channel Notification' to trigger a notification to the user on the Luma channel on successful workflow ticket creation.
      

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To design the workflow in Luma Automation, follow the below steps:

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1. On the Workflow Designer screen, open the Properties Panel → Workflow Inputs tab.

2. On the Input Parameters section, click on + to:

   1. Add

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      Workflow-Inputs-TicketDescription Workflow-Inputs-TicketDescription

      TicketDescription as the input parameters. The parameter is used to accept user issue details from the end-user.
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   2. Add

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      Workflow-Inputs-UserEmailID Workflow-Inputs-UserEmailID

      UserEmailID. The parameter is used to hold the requestor's email id.
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Design Workflow

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1. Select and name the Start event.

2. Add a Service Task to log a ticket in ISM

   1. Now drag and drop the ISM Connected App from the left pan on the designer.

   2. On theProperties panel → General tab, add the Service Task Name to ‘Log a Ticket’.

   3. In the Connected App, select the configured Instance for your ISM environment (created in Step 1).

   4. Select the Start event and use the Sequence/MessageFlow Association to create a connection to the Service Task.

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   5. Now, select the Service Task and navigate to the Input/Output tab to add the following input parameters.

      1. Description to hold the issue details. Map the parameter to the Workflow Input Parameter TicketDescription

      2. UserEmailID to hold the requestor’s email id. Map the parameter to the Workflow Input Parameter UserEmailID

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   6. Next, navigate to Operations to configure the task to be executed in your target environment.

   7. Add the following details:

      1. URI: /Incident

      2. Method: POST

      3. Request Payload to send the ticket details to the API.

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   8. Now, navigate to the On Success tab to configure the steps to be performed on the successful execution of the task on the target application.

   9. In the Response Output Parameters section, create a new parameter Ticket_ID to hold the ticket number received in the JSON response from the target system.

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   10. Service Task to log a ticket in ISM is ready.

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3. Similarly, create another Service Task to send an email to the ticket requestor.

   1. Drag and drop the SendEmail Connected App from the left pan on the designer.

   2. Select the Service Task and create the following Input Parameters:

      1. Ticket ID: Set the parameter to the ticket id generated in ISM in the earlier step. Map the parameter using the Step Output Parameter to use the output parameter from the 'Log a Ticket’ step.

      2. UserEmailID to hold the requestor’s email id. Map the parameter to the Workflow Input Parameter UserEmailID.

   3. Configure the operation to send an email to the Requestor.

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4. Once the Service Task is created, add the XOR gateway to add Rule-based conditions to the workflow.

5. Use the Sequence Message Flow or Association tool to create a link between the ‘Log a Ticket’ Service Task and the XOR gateway.

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6. Create the Alternative paths for the following rules:

   1. Ticket created: If the ticket is successfully created, send an email to the requestor with ticket details.

      1. Use the System Defined Output variable default_status to identify the execution status of the 'Log a Ticket’ step.
         Example: Add Condition Expression ${out_Activity_17mx2d1_default_status == 'SUCCESS'}

      2. Use the Sequence Message Flow or Association tool to create a link with the SendEmail Service task.

   2. Ticket Creation Failed: If the ticket creation fails, end the workflow.

      1. Add EndEvent to the designer.

      2. Use the rule ${out_Activity_17mx2d1_default_status != 'SUCCESS'}

      3. Use the Sequence Message Flow or Association tool to create a link with the EndEvent.

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7. Add another Service Task to notify the user on Luma Channel on successful ticket creation.

   1. Drag and drop the Luma Connected App from the left pan on the designer.

   2. Select the Service Task and create the following Input Parameters:

      1. Ticket ID: Set the parameter to the ticket id generated in ISM in the earlier step. Map the parameter using the Step Output Parameter to use the output parameter from the 'Log a Ticket’ step.

      2. UserID to hold the requestor’s contact id. Map the parameter to the Workflow Input Parameter → System Defined parameter ‘initiatorContactId’.

   3. Configure the operation to send a notification to the Requestor. For more details on the SPI, refer to Sending Notifications to Users From External Applications.

   4. Use the Sequence Message Flow or Association tool to create a link between the Send Email and Channel Notification Service Task.

      

8. Add EndEvent to the designer.

9. Use the Sequence Message Flow or Association tool to create a link between the Channel Notification with the EndEvent.

   

10. Click on Save to save the new workflow.

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1. Navigate to the Workflow Builder.

2. Locate the newly created workflow and click on the execute button associated with the workflow.

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3. On the ‘Execute Workflow’ window, add the workflow input parameters:

   1. Description: Add the issue details.

   2. Email: Add the Requestor’s email id.

4. Click on Execute.

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5. Once the Workflow is executed, you can view the execution status in Workflow executions.

6. Navigate to Workflow Executions → Historical Executions.

7. Select the required execution record to view execution details. Here you can view the steps and the path executed. On the Execution Details, view the execution details for each step. For more details, refer to Historical Executions.

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Once the workflow is successfully executed, it can be executed through a skill.

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Once configured, an automation workflow can be executed through a Luma skill. You can now build a new skill and add the Automation workflow to the conversation Flow. To do so, follow the below steps:

1. Navigate to Skill Builder on your Luma tenant.

2. Click on Create Skill to build a new skill.

3. Add skill details.

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4. Click next and add Invocation details.

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5. Click Next and create Conversation Flow for the skill.

   1. Add the Attribute 'Description' to prompt the user to provide issue details.

   2. Next, add the Conversation Item, Automation Workflow. Add the following details:

      1. Set Workflow Type as Designer

      2. Select the Workflow created in Step 2.

      3. Pass the attribute ‘Description' to the workflow input parameter 'TicketDescription’ (as created in Step 3).

      4. Set workflow input parameter ‘UserEmailID’ to the user context variable @{user.email}.

      5. Add a message to inform the user about the workflow execution initiation.

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6. Click Create to build the skill.

7. Execute Build and Publish to publish the skill.

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