Workflow Design
This flow diagram provides the step-by-step actions that are taken on the machine/Configuration Item by the workflow. These are the technical actions that are taken as per the requirement provided.
A workflow design should have a starting point which can be referred to as an initiation. The initiation may happen in different ways – such as Incident, Service request, Work Order.
Key Benefits
- A clear picture of the entire operational flow is obtained
- A collaborative decision-making process helps in better outcomes for all stakeholders
- Data processed together rather than in silos
- Clear definition of roles and responsibilities
- Complex processes like adding recipient to security group, whitelisting MAC addresses, printer installation can all be automated
Workflow Design Platform
- Serial Execution
- If and Else condition
- Pass script output between Executions
- Script deviation based on current script Output/status (success or failure)
Workflow Designer UI
Click on the top right corner of the Service Automation home page to create a new workflow or use case.
Figure: Create new workflow
Figure: Workflow configuration
Workflow Configuration
You can configure the Service Automation Workflows for Incidents, Service Requests (SRs), and Work Orders. In Service Automation Workflows, a condition is defined. If this condition is met, the defined Service Automation workflow is linked, and scripts are executed. This does not require any manual intervention from the Analysts and the actions are performed by the Service Automation Scripts if the precondition is met. Using drag and drop, you can add a Script or Condition to the Workflow.
Following are the Workflow Configuration Variables
Configuration Variables | |
Workflow name | Name the use case |
Module | Select Incident Management, Service Request, Work Order |
Trigger Event | On create, on update, On Create/Update (Always) |
Tenant | Select the Tenant for which the Orchestration is applicable. |
Workflow Category | Search for the desired category |
Active | Indicates the status of Orchestration. · If selected the Orchestration is active. · If cleared, the Orchestration is inactive. |
Description | Describe the function of the workflow |
Following are the conditions variables
Conditions Variables | |
Condition Name | Name the condition |
Operator | Logical expressions which may be evaluated by a workflow engine to decide the sequence of activity execution within a process |
Value | Enter a condition value |
Action | add or delete conditions applicable to the use case |
Workflow designer is accessible once the workflow configuration is submitted.
Figure: Workflow designer
The left panel of the workflow designer displays the IF condition and published scripts grouped by category.
Optional access to Workflow Designer:
Click on the desired workflow record on the Service Automation home page to access the record details.
Figure: Workflow Execution record details
Clicking on a workflow name will switch to its workflow design in the Workflow Designer
Figure: Workflow Designer
Field Description
Script details section can be found under Action Tab on the workflow designer
Figure: Script details section
The following table describes the fields on Script details:
Configure Script Details | |
Script Name | Type in the Orchestration Script name. |
Script Language | Scripts can be in any of the following languages · DOS command · Perl script · PowerShell script · Python script · Shell script(windows) · Shell script(non-windows) · VB script |
Target Type | Configuration Item |
Target Host Type | Script is executed for the selected predefined CI, Service Request CI, Dynamic CI or from a previous output |
Target Host | Select the Operating System on the target machine. |
Schedule Type | Select a Schedule Type (One Time/Recurring) from the drop-down list to schedule the script execution on the target machine.
Example: If the Retry Interval is 5 mins and the Retry Count is 10, the script is executed on the target machine in every 5 minutes for 10 times in case script execution status is FAILED.
Example: If the Retry Interval is 5 minutes and the Recurring Days field is 2, the script is executed on the target machine in every 5 minutes for 2 days in case script execution status is FAILED. |
Retry Interval (In Mins) | Type in the retry interval for the script in minutes. In case script executions status is FAILED, the script is executed on the target machine at the specified interval for the specified number of Retry Count. |
Retry Count | Type in the retry count for the script. In case script executions status is FAILED, the script is executed on the target machine for the specified number of times at the specified interval. |
Parameter details section can be found under Action Tab on the workflow designer
Figure: Parameters section
The following table describes the fields on Parameter details:
Configure Parameters | |
Data Source | Select the data source for the parameter.
|
Fixed Input Value | Type in the Data Field name. |
Data Value Field | Select the Value Field in the list. |
Submit Button | Click Submit to save the action values. |
Best Practices for Designing Exceptional Workflows
- Start by creating simple workflows for generic processes as they are easier to understand and requires minimal steps to be completed
- Move onto newer tasks that need to be verified and approved by different people
- Create a node that will act as the decision point
- The task should then further move down the connection line to reach multiple nodes before it reaches the final stage
- Tasks completed can be marked done in the workflow process