Create ticket in ServiceNow from Automic

[Abhishek Nayak]

Hi Team,

We have a requirement to create a ticket in Service Now from Automic whenever a job fails and aborted, for the following we downloaded the Service Now paks for Automic in our test environment, I have some doubt regarding the Actions available in the packs 

For example, in the above pic, we created a demo job and attached the create incident workflow beside of the job, and in the dependencies we have defined if the job is aborted it will trigger the create an incident workflow, so my doubt is for every action we have to attach the workflow, if that is the case then there are multiple jobs even hierarchy of jobs were there in a single workflow, so we have to attach each time, is there any chance to invoke these actions for all jobs present in that environment?

Do we need to define those fields for every time for every invoke of the action?
 
If there is any such doc is there containing all this information, can you please attach it here?

Thanks

[Markus Embacher]

Hi Abhishek,

in Automic there are many possibilities to run tasks (workflows) if other tasks fail. Some of them are:

1) workflow task level: Dependencies Tab -> Else Action
Has to be defined for every tasks

2) workflow level: Attributes: Task Result Evaluation
Defined on workflow level and valid for all child tasks

3) client level: SLO object
Defined on client level. The tasks to be monitored can be selected based on object names or custom attributes.

In addition to that please note the chapter in out documentation that describes a similar use case as yours and also points to a course on our Software Academy and also to a Youtube playlist: Link

Regards, Markus

[Abhishek Nayak]

Hi Markus,

My question was based on creating a ticket in service now whenever a job fails in automic , not regarding the possibilities to run a workflow or task. I have questions related to the action pack available for creating a ticket in ServiceNow through automic interface.

[Markus Embacher]

Hi Abhishek,

maybe I was not clear enough in my response, sorry for that. My idea is to have a generic workflow which is able to open a ticket in service now based on input parameters. This generic workflow for sure can be based in the "create incident" Action from the ServiceNow action pack. 

Now that you have defined that generic workflow once you can invoke it from any of the 3 options which i described.

Kindly also go through the mentioned training course, it shows how to implement a similar scenario.

Regards, Markus

[Mike Halliday]

Hi Abhishek,
As Markus points out, there are various and better ways to trigger the job on failure without having the failure action in-line within the same workflow. 

Regarding your second question about the values in the ActionPack fields.  You can modify the ActionPack source and add the values in the PromptSet there, then each time you use this action in a workflow, these values are set by default.  These can be hardcoded, or looked up in a VARA using Curly Brackets 

Note:  Be careful as when you upgrade the ActionPack, these values will likely be overwritten and will need to be re-added.  If you are modifying an ActionPack, I recommend making a clone of the pack first (Process Assembly | Packs | right click on Pack and clone).