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In this article, you will learn how to create an Automation Workflow in Luma Knowledge.

Workflow developers in Luma Automation use Workflow Designer to build and automate Business Process workflows. Workflow designer enables developers with powerful features to build and design processes, human workflows, decision tables, and decision requirements diagrams. Using BPMN notations, developers can orchestrate and deploy complex Automation Workflows that may include many various steps and components, connecting to different endpoints across different technologies.

An Automation Workflow can be executed through various supported systems such as a Luma Virtual Agent or any activity (such as resolution, closure) of a ticket in your ITSM system. The workflows can take user inputs, evaluate rules and connect to a target system to execute a configured task.

Planning the Workflow

Before building an Automation workflow, the workflow designer should plan the workflow. Following are the steps in Workflow building:

Identifying Prerequisities

Following are the prerequisites for a workflow:

Workflow Input Variables

Identify the information required to execute the business process. These could be the information requested to the end-user or passed to the workflow by the skill as soon as the workflow is executed. These information could be an input for any step in the workflow.

For example,

  1. For Ticket Creation process, issue description is the input parameter.

  2. For Password Reset, User’s Account Id is the input parameter.

In addition to the user inputs, other information such as login user’s details, Channel details or any context variable can also be added as Workflow Input Variables.

For more information, refer to Define Workflow-Input-Parameters.

Operations

Identify the third party integration required as to execute the business process. Each Operation refers to a specific task performed as part of the workflow. Operations are created based on API available through the connecting application.

For example,

  1. Logging a ticket in ISM

  2. Validate User in AD

  3. Send a Channel Notification

  4. Sending Email

When creating an Operation, associated Application and Instance should be configured in the tenant.

For more information, refer to Define Workflow-Input-Parameters.

Creating new workflow

To create a new Workflow, follow the below steps:

  1. Navigate to the Workflow Builder screen and click on Create Workflow.

  2. On Create Workflow screen, add the new workflow details. Following are the details available on the screen:

    1. Add ‘Name’ represents the name of the Automation Workflow.

    2. ‘Identifier’ represents the unique identifier of the workflow.

    3. Add 'Description' for the workflow.

    4. Add ‘Retry Configuration’. The configuration enables the system to retry executing the operation in case of an error.

      1. Add the number of ‘Total Attempts’ for retries in case the operation fails.

      2. Configure the ‘Retry Interval’ to define the time interval between each Attempt.

      3. Backoff Factor

      4. Maximum Retry Interval

      5. Click on Create to create the Workflow.

The Workflow Designer is now open. You can now drag and drop the controls to design the workflow.

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