How to execute an Automation Service from a Ticket Workflow

In order to have an Automation Task executed 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.

Prerequisite:

Your Automation Workflow must be published as a Service before you can link it to a Process Workflow

Automation Workflow Services can be invoked from the Process Workflow only.

Linking an Automation Workflow Service from the (older) classic options of Autoroutes and Workflow Actions is not supported

To map these Automation Service Workflows to a ticket you must follow these steps:

If you are new to Ticket Process Workflow, refer to Design a Process Workflow to create a new ticket workflow.
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
Go to the Process Designer tab.
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
From the list select Automation and then select Automation Action. The Automation Action will be added to the canvas.
Under the Define tab specify the automation action name and description.
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)
The mapping fields are displayed automatically on the Map tab. 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.
Select or specify the required details.
Click Save Step. The workflow will be linked to the selected ticket type.
Click on Save to save changes to your Process Workflow
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 into 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 )