Automation FAQs

• Where do I find a list of all the OOTB Operations that are available?

  To view a list of all OOTB Operations, navigate to Manage >> Tools >> Automation >> Workflows. Click any OOTB Workflow. The Workflow Designer opens. Next click any Service in the canvas. The Call Service Activity Configuration Window opens. Click the 'Select a Service' field. Here you will see a list of all the OOTB Operations. The list is also documented here.
  
  

• How do I find out which Service Configurations are required for a specific Service?

  The list of workflows and their corresponding Inputs as well as Service Configurations are documented here.
  
  

• How do I find out which step in the Automation Workflow is failing?

  If your Automation Workflow is still in Draft mode, then you can view logs in the Automation Designer. Navigate to Manage >> Tools >> Automation >> Workflows. Click any OOTB Workflow. The Workflow Designer opens.
  Run your workflow from the Workflow Designer, by manually providing the inputs in the 'Start' step. Then click Logs and review the logs to find out which step is printing an error.
  If your Automation Workflow is published, generally it will add a worklog to the ticket from where the workflow was executed. Check the Activity History of the Ticket (this is true only if you have designed your workflow to write the result of the workflow execution as a worklog into the ticket).
  
  

• How do I disable an Automation Workflow?

  To disable an Automation Workflow, navigate to Manage >> Tools >> Automation >> Workflows. Search the Workflow you want to disable. You can disable the workflow by using the toggle button. 
  
  
  
  

• Can I add one workflow into another workflow?

  Yes. Once a Workflow is published as a Service, it can be added into another workflow. If a Workflow is published as a Service, it will appear in the list of Services available when building a new workflow.
  
  
  
  
  

• I am trying to create a new Workflow but it does not save or get created. Why is this happening?

  If you are under Manage >> Tools >> Automation >> Workflows, trying to create a new workflow, but you do not see the newly created workflow, most likely there is already a workflow existing with the same name. If a workflow with the same name was deleted earlier and you are trying to create a new workflow with the same old name, then the system does not allow it. Use a different or unique name to save your new workflow.
  
  

• Can I edit an already Published Workflow?

Yes, you can edit an already published workflow. From Manage >> Tools >> Automation >> Workflows, open your workflow in the Workflow Designer, edit it and save it as a draft while making changes. The older version of the Automation workflow will continue to apply on the tickets to which it has already applied, or to any new matching tickets created while the Workflow is in a Draft state. Once you complete making all the changes, publish the Automation workflow again. Once published, the latest version of the workflow will apply only to new tickets created after the workflow is published.

• When relating a Ticket Process Workflow with an Automation Workflow why do I not see the Input Parameters listed?

When you are adding an Automation Workflow into a Ticket Workflow, you are able to see your custom workflow in the list of Workflow Services but the Input fields do not show up. The described behaviour is visible in the screenshot below.

This is happening because the Start Activity Data of your Automation Workflow has not been defined. Follow the steps mentioned under Create an Automation Workflow >> Defining the Start Activity Data. For a custom or newly created workflow, if Start Activity Data is not defined then the input parameters defined in Automation Workflow will not be mapped with parameters of Ticket Process workflow. This issue is not observed in OOTB workflows because this step is already done for these workflows.