In this guide we will cover:
– Configuring the Automation
– Use in a Ticket
Associated Admin Guides:
Related Guides:
Configuring the Automation
To go to the workflow you want to apply a runbook automation to, go to Configuration > Tickets > Workflows > click into the workflow of your choosing.
Fig 1. Workflow to add the automation to
First, click the Edit button that appears in the top left.
Note: It is recommended to Clone the workflow before making any edits to it. This means the workflow can be tested before applying the changes to your current tickets. You can change the workflow from the old to the new within the Defaults tab of the Ticket Type > "Start a Workflow".
Fig 2. Edit and Clone buttons on a workflow
Once you are in the below edit screen, click the pencil icon in the top right corner of the step you wish to add the automation to.
Fig 3. Workflow step with the pencil/edit button
Scrolling down on the screen, you will see the below box. This is where we will add our automation. Click the Add button in the top right.
Fig 4. Actions table
Here you will see the below screen. Configure an action with Action Type as Automation, Type as Integration Runbook, and then choose the runbook you wish to use.
Fig 5. Add Action configuration
Use in a Ticket
Using the example configured above, this is how it functions in a ticket that follows that workflow.
Upon changing the status of the ticket to In Progress (the condition set on the automation), the runbook has triggered.
Note: You can see the Automation in this format of the Progress tab if you change your view to All Actions, which is the small square button in the top right. By default, it will be Conversation & Internal, which is a speech bubble icon.
Fig 6. Actions on the ticket and the runbook being triggered, All Actions field highlighted in the corner to view this
Looking in the Automations tab of the ticket (This tab can be added on a per ticket type basis via the forms tab of a ticket type as shown in figure 8), you can also see here than the runbook has been run via the workflow automation.
Fig 7. Automations tab
Within the configuration of a ticket type there are many default ticket tab options that can be added from within the forms tab of each ticket type, one if which is the automations tab that is shown in figure 7:
Fig 8. Adding the Automations Tab to a Ticket Type
