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 IAP 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).  Click Create. 

Step 4

From here we will take the various pieces of our Automation, such as our Workflow and JSON Form, and link them together.  First, select Lab - Incident - ServiceNow - XX from the Workflow dropdown.
Step 5

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 will use a Manual trigger.

Click the + under Triggers.

Step 6

Configure the Create Trigger properties with the following:
Name: Form Trigger
 Type: Manual
 Form: Lab - Incident - ServiceNow - XX
 Click Save Changes.

Step 7

The Trigger appears on the left side of the screen and is now ready to run.  Click the Run Manually button in the lower right. 

 Step 8

Complete the Form with the following values:
Device: IOS
Command: Select any dropdown value

Step 9 

Click Run Manually.  

Step 10

Once the automation starts it is called a "Job" and a new Operations Manager tab will open.   You can follow the automation's progress in the workflow canvas as the task being worked will have a blue running icon.   The task status will also be listed as running in the Job Details section.

Step 11

The automation is now complete.   You can view the status of each task in the Job Details section.  To view the input and output variables for each task, double click the task or hover your cursor over the ellipses and select View.  Select View for the Query ServiceNow Comment task.

 Step 12

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

Step 13

In summary, we built our Form, a Transformation, and a Workflow in Automation Studio.  We then created our final product, an Automation, within Operations Manager.  Within Itential, you can define how users interact with the Automation you design, as well as the permissions required to see the Automation or execute it.

This completes our use-case walk through.