Execute an Automation Service from a Ticket Workflow

In order to execute an Automation Task directly from a ticket, you can link your Automation Service Workflow to a Ticket Process Workflow.

After you publish your Automation Workflow as a Service, you can connect the Automation Service to your ticketing process.

To map these Automation Service Workflows to a ticket, do the following:

1. If you are new to Ticket Process Workflow, refer to Design a Process Workflow to create a new ticket workflow.
2. To add an Automation step to your existing Ticket Workflow, on the Manage menu, click Tools and then Process Workflows. Checkout for editing your Process Workflow.
3. Go to the Process Designer tab.
4. At the appropriate location or step in your process where you want to add the Automation action, click Add Step in the Edit window on the right.
   
   
   
   
5. From the list, select Automation and then select Automation Action. The Automation Action is added to the canvas.
6. Under the Define tab, specify the automation action name and description.
7. Select the Workflow Type.
   1. To use the OOTB Legacy Mulesoft workflows, select Legacy.
   2. To use the workflow designed using Serviceaide Automation, select 'Designer' 
8. The Workflow Service List is populated based on the workflow type selected. Select the Automation Service from the Workflow Service list (only an Automation Workflow that has been published as a Service will show in this list).
   
   
9. The mapping fields are displayed automatically on the Map tab. These are the input parameters required to execute the Automation Workflow. Here, you need to define which ticket fields on the right will map to the input parameters on the left for the selected Automation Workflow Service.
   
   
10. Select or specify the required details.
11. Click Save Step. The workflow will be linked to the selected ticket type.
12. Click Save to save changes to your Process Workflow.
13. Re-publish your workflow for the changes to take effect.

Now your Ticket Process Workflow is linked to your Automation Workflow.

When a new ticket is created which is linked to an Automation Workflow, the tasks performed by Automation are updated in the Activity History section of the ticket (this is true only if you design your Automation Workflow to execute an operation to update the worklog of your ISM ticket).

Once the workflow execution is completed, the Automation logs are also available as a worklog. Click on the View Automation Logs to view the logs.