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AppsService Requests

Service Requests overview

Platform 6.7.0+

Use Service Requests in Itential Platform to make automation available as services that people can request on demand or on a schedule, and to track the results. You publish a workflow or agent as a service. People choose the service, complete a form, and submit a request within Service Requests.

Key benefits

  • Make automation available without training. Publish a workflow or agent as a service that people request from a simple form.
  • Keep your existing permissions. Access follows the service-requests:write and triggers:write permissions and the read and write groups of each automation. For more information, see Access control.
  • Track every request. Follow the status of each request in one place.
  • Manage schedules in one place. Create, edit, pause, and delete recurring schedules without editing triggers in Operations Manager.
  • Treat agents and workflows the same way. Service Requests presents both as services.

How Service Requests relates to other applications

Service Requests, Work Center, and Operations Manager each have a separate purpose:

  • Use Service Requests to publish and request services and to track requests.
  • Use Work Center to act on tasks that wait for a person, such as approvals.
  • Use Operations Manager to create triggers and to investigate and fix failed jobs.

Operations Manager is unchanged. You can still run automations from it.

What Service Requests doesn’t do

  • You can’t edit a workflow, an agent, a trigger, or its default values.
  • You can’t cancel a request.
  • Only manual triggers appear as services. Event triggers and API triggers don’t. Automations that start from an event, an alert, or an API call run without anyone selecting Request.

Get started with Service Requests

Every service starts as a manual trigger in Operations Manager. Start with the topic that matches what you need to do.

Example: provide a VLAN service

The following example shows a service from publication to completion. A Provision VLAN workflow has an approval step before any change reaches the network.

1

Make the service available

Create a manual trigger on the Provision VLAN automation, and add the groups that can request it. The trigger appears in Service Requests as a service.

2

Request the service

Open Service Requests, select Provision VLAN, enter the site and VLAN ID, and select Request. The request status is In progress.

3

Approve the change

The workflow reaches the approval step and pauses. The request status changes to In progress, and the approval task appears in Work Center.

4

Confirm the result

After the approval, the workflow finishes. The request status changes to Complete.

5

Resolve a failure

If a task fails, the request status changes to Error. Contact your Itential Platform administrator, who can open the job in Operations Manager, find the failed task, and retry it.

An agent works the same way. For an agent, the administrator investigates in Agent Sessions instead of Operations Manager.

Next steps