Create and Update Incident (ServiceNow) - Operations Manager

Now that you have built out all of the different pieces for this exercise it is now time to tie it all together and see the results of your work!

Operations Manager Video

Step 1

From the Itential Automation Platform dashboard, click Operations Manager in the left navigation panel.

Step 2

In the Quick Start section, select + Create An Automation. Note, you can also select the + in the Upper Left navigation panel. 

Step 3

The Create Automation window opens. Type Lab - Create and Update Incident - ServiceNow (XX). (XX represents your initials). Click Create. 

Step 4

From here we will take the various pieces of our automation, such as our workflow and form, and link them together. First, select Lab - Incident - ServiceNow - XX (XX represents your initials) from the Workflow dropdown.

Next, we need to create a new trigger.  Triggers define how the automation will be kicked off. These include an API endpoint, a scheduled trigger, an event trigger, or a manual trigger. For this exercise we'll use a Manual trigger. 

Click the + under Triggers

Step 5

Configure the Create Trigger properties with the following:

• Name: Form Trigger
• Type - Manual 
• Form: Lab - Incident - ServiceNow - XX (XX Represents your initials)

Click Save Changes

Step 6

The Automation is now ready to run. Click the ▶ Run Manually button in the lower right. 

Step 7

Complete the Form Data form with the following values:

Device: IOS

Command: Select any from the drop down

Step 8

Once the automation starts it is called a "Job" and opens to the Jobs Details page. You can follow the automation's progress in the workflow canvas as the task being worked will be outlined in blue. 

Step 10

The automation is now complete. You can view the status of each task in the Task Summary section. You can also view the input and output variables for each task. Click the eye icon to the far right of the Query ServiceNow Comment task in the Task Summary section.

Step 11

The details for the selected task will display in the right side of the page. You can then select the Incoming or Outgoing variable as desired.