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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

  1. A clear picture of the entire operational flow is obtained
  2. A collaborative decision-making process helps in better outcomes for all stakeholders
  3. Data processed together rather than in silos
  4. Clear definition of roles and responsibilities
  5. 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)
A ticket is considered as updated if any of the fixed fields of Incident/Request/Work Order values are changed and saved.

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.

  • One Time: The script is executed on the target machine on the specified interval (mins) for specified number of time In case script execution status is FAILED. If the Schedule Type is selected as One Time, Retry Count field is displayed.
    • Retry Count: Specify the number of times the script to be executed on the target machine in case script execution status is FAILED.

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.

  • Recurring: The script is executed in the target machine on the specified interval (mins) for specified number of days in case script execution status is FAILED. If the Schedule Type is selected as Recurring, Recurring Days field is displayed.
    • Recurring Days: Specify the number of days the script to be executed on the target machine 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.

  • If you select Fixed Input, Fixed Input Value field appears.
  • If you select other data sources in the list, Data Value Field appears.
  • If you select Action Output, the output from the previous script is used as the input for the next script. You can only map the previous execution orders in the Data Value Field drop-down.
  • Select Password as the Data Source to specify the password for the specified parameter. For Example, after execution of script if you want to send an e-mail to a particular user without specifying SMTP credentials, you can enter the password here to use in the script.

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



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