Automation Workflow

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.

Step 1: Identify an out-of-the-box Automation Service Configuration

First, you should validate an out-of-the-box (OOTB) Automation Workflow is already available. If so, you can directly use it.

Step 2: 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 and update them here.

Step 3: Add the Automation Service into Ticket Workflow

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 2.

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.

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
Workflow Service	These are 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 deleting a user in Active Directory, you might store the User ID in an attribute, and pass the value to Automation Workflow.	No	No

For ease of use, some out-of-the-box Service Configurations and Workflows, are available.

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

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Execute an Automation Service from a Ticket Workflow