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Understanding how to configure an Automation Workflow

The following flowchart shows the five steps in which an Automation workflow can be defined and then linked to a Ticket Process Workflow.
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Step 1:

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Identify an out-of-the-box Automation

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Service Configuration

First, you need to should validate if there is an existing out-of-the-box (OOTB) Automation Workflow is already available. If availableso, you can directly use or modify it.To create your own custom workflow, you can create a new workflow and just set the basic properties of the workflow. Designing the workflow is the next step.

Step 2:

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The next step is to modify an existing OOTB workflow if required or design your own workflow created in Step 1. The workflow designer allows you to add different Operations to create a sequence of tasks that can be executed as per the defined path.

All Operations that can be added into a workflow are out-of-the-box. For a complete list, refer to the section on Out-of-the-box Operations and Workflows below.

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Update Service Configurations

The Automation Workflow will require certain Service Configurations in order to execute successfully. For example, details and login credentials of a Server are required when trying to start a service on a Server.

You need to identify the appropriate Service Configurations for the workflow you are creating and update them here.

Step

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In order to consume the Automation workflow, you will need to publish it as a Service. This is required when you want to link your Ticket Workflow to the Automation workflow.

Here you create a new Service, attach your Automation workflow to it and define the input parameters. Input parameters are those data elements that will be provided by the user.

The user will save these input parameters in ticket fields and when the Automation workflow is executed, the system will take the input data elements from the ticket fields.

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3: Add the Automation Service into Ticket Workflow

In the last step, you can Once the Service Configuration is ready, edit your Ticket Process Workflow to add an Automation Action. Here you can relate the Automation Service that you published in Step 42.

By doing this, whenever the Process Workflow gets applied to a ticket, the Automation workflow will be executed automatically at the appropriate step in the process.

Automation Terminology

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These are out-of-the-box operations you can use to automate typical IT tasks in your organization.
These include operations such as managing your Active Directory, starting and stopping Windows servers, update fields of an ITSM ticket, and more. Each Operation can perform only one task.

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Step 4: Map the Input Parameters to ticket fields

Input parameters refer to the data elements that are required to execute the Automation workflow. These are the inputs provided by users while creating a ticket. Map the mandatory input parameters to the ticket fields. When the Automation workflow is executed, the system will take the input data elements from the ticket and execute the task.

Automation Terminology

Term	Definition	Create New Allowed	Update Allowed
Service Configurations	In order to execute a workflow, the system will need some configurations such as how to connect to the system where the automated task will be executed. For example, when trying to add a user to Active Directory (AD), the Automation system may need parameters such as AD server details, username, password, and more. You can store these configurations under the Service Configurations, which are used during the execution of a workflow.	No	Yes

Input Parameters

Workflow Service

These are

primarily used when integrating either ISM or Luma with Automation. When you want to initiate an Automation Workflow from an ISM ticket or Luma conversation, you might want to pass a few inputs into the workflow from the ticket or conversation. For

out-of-the-box workflow services available for the Service Configurations. These services can be added to a Skill to trigger a task.	No	No
Input Parameters	These are the inputs required to execute a Workflow service. For example, when adding a

new

deleting a user

to

in Active Directory, you might store the

Login

User ID

of the new user in the ticket

in an attribute, and

this value is then passed from ticket

pass the value to Automation Workflow.

These are known as input parameters.YesYesService When a workflow is published along with a set of Service Configurations and Input Parameters, it is exposed as a Service. An administrator can invoke a service into a ticket workflow.YesYes

Out-of-the-box Operations and Workflows

No

For ease of use, we have provided some out-of-the-box operations as well as Workflows that you can start using as isService Configurations and Workflows, are available.

For a complete list refer to Out-of-the-box Automation Operations and Workflows.