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</style><p><strong>In this guide we will cover:</strong></p><p><strong>- Configuring the Automation</strong></p><p><strong>- Use in a Ticket</strong></p><p><br></p><p><br></p><p><strong>Admin Guides:</strong></p><ul><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/1832/" target="_blank" rel="noopener noreferrer"><strong>Workflows</strong></a></li></ul><p><strong><br></strong></p><p><strong>Related Guides:</strong></p><ul><li style="font-weight: bold;"><strong><a href="https://usehalo.com/haloitsm/guides/1630/" target="_blank" rel="noopener noreferrer">Custom Integrations/Runbooks</a></strong></li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/933/" target="_blank" rel="noopener noreferrer"><strong>Modifying and Adding Workflows</strong></a></li></ul><p><br></p><p><span style="font-size: 14pt;"><strong>Configuring the Automation</strong></span></p><p id="isPasted"><span style="font-size: 11pt;">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.</span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjU2ZjA3Zjg2LTFlMDQtNDhlNy1iODAwLTRmYTA2ZDYxOTMzYSJ9.Hq4bkcM-JocYOvPC-Qrb4lgAQHVBjgXBC-8zElcY0Jg" class="fr-fic fr-fil fr-dib" width="829" height="675"></p><p><strong><span style="font-size: 10pt;">Fig 1. Workflow to add the automation to</span></strong></p><p><br></p><p id="isPasted">First, click the Edit button that appears in the top left. </p><p><br></p><p id="isPasted"><strong><em>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".</em></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJiMDdlN2Y5LWI0NGYtNDcwOS04OTM4LTYwYzI5NTAzZDU5OCJ9.PCJwTUrf9wBXodMuqsZMefAKWz55Lesz8FkTdtmAp04" class="fr-fic fr-fil fr-dib" width="403" height="97"></p><p id="isPasted"><strong><span style="font-size: 10pt;">Fig 2. Edit and Clone buttons on a workflow</span></strong></p><p><br></p><p id="isPasted">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.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQxMTc1ZDhiLThhNTQtNGZhMC1hNTRlLWUwZjZjYjUyYTg1MCJ9.EMF0yMviLanhOlenKL0punl_fBWAtfl46rZyWKgJzgI" class="fr-fic fr-fil fr-dib" width="360" height="156"></p><p id="isPasted"><strong><span style="font-size: 10pt;">Fig 3. Workflow step with the pencil/edit button</span></strong></p><p><br></p><p id="isPasted">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.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjE4M2VkYjU1LTk4NzMtNGMwNi05MGRkLWU5Njk3ZmI0YmIzMCJ9.bMQBR_J_lGqmASXptS8kXuB6fcQWjvLvEQv7_jLgyF0" class="fr-fic fr-fil fr-dib" width="977" style="width: 979px; height: 322.862px;" height="323"></p><p id="isPasted"><strong><span style="font-size: 10pt;">Fig 4. Actions table</span></strong></p><p><br></p><p id="isPasted">Here you will see the below screen. Configure an action with Action Type as <strong>Automation</strong>, Type as <strong>Integration Runbook</strong>, and then choose the runbook you wish to use.</p><p><br></p><p>Conditions for the automation to run can also be set here.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNmZTZkYWYxLWI4MmQtNDNmNi1hODIxLWM5ZTk3ODhhYjVlZiJ9.m3IhQOcSMAhewcRAuZHv60Plf3F4UwBQQk_m2GU_Q9o" class="fr-fic fr-fil fr-dib" width="681" height="841"></p><p><strong><span style="font-size: 10pt;">Fig 5. Add Action configuration</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Use in a Ticket</span></strong></p><p>Using the example configured above, this is how it functions in a ticket that follows that workflow.</p><p><br></p><p>Upon changing the status of the ticket to In Progress (the condition set on the automation), the runbook has triggered.</p><p><br></p><p><strong><span style="font-size: 11pt;"><em>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.</em></span></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJhMTMxOGYyLThmNWYtNGY2Mi04MzEzLTc4MzQyMjVlMmQyMiJ9.P5QDsHlh2m6jokuJTsfAi9DI8kEqLj6ErKDavpEp5pQ" class="fr-fic fr-fil fr-dib" width="960" style="width: 962px; height: 507.25px;" height="507"></p><p><strong><span style="font-size: 10pt;">Fig 6. Actions on the ticket and the runbook being triggered, All Actions field highlighted in the corner to view this</span></strong></p><p><br></p><p>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.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImEyOGVkMzNlLTlkN2EtNDNlMC1hNjVmLTQ0MzRjZTc3NzQzZiJ9.LVy4-QrZVHIoawwn_7iYJVVfYOs6tHytaLbYnphVPec" class="fr-fic fr-fil fr-dib" width="988" style="width: 990px; height: 195.824px;" height="196"></p><p><strong><span style="font-size: 10pt;">Fig 7. Automations tab</span></strong></p><p><br></p><p><span style="font-size: 10pt;">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:</span></p><p><br></p><p><span style="font-size: 10pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjgyNGJmNDk4LWJmY2ItNDE3OS05ODI0LWZjZmJiNzdlYjVkNCJ9.XNKgYKo0UxSKu5HJYiyC-hp5pFBmZcr0077UnF_r_hk" class="fr-fic fr-fil fr-dib" width="765" height="1006"></span></p><p><strong><span style="font-size: 10pt;">Fig 8. Adding the Automations Tab to a Ticket Type</span></strong></p>
