Architecture

Architecture

The architecture of Service Automation consists of the following components:

Admin Console and Designer

Admin Console and Designer consists of all the required data for automating the tasks or processes. It consists of Apex Server and the Service Automation Configurations. The Apex Server collects all the IMs or SRs or WOs logged in the Service Management Application or any other ITSM product. Service Automation consists of all the configured Scripts, APIs, and Workflows that are required to orchestrate tasks or process. The RabbitMQ collects all the IMs or SRs or WOs from the Apex Server and sends them in a queue to the Event Linking System. Service Automation Scripts and Workflows are sent to the Event Linking System when there is a match for the logged IM, SR, or WO. 

Decision Engine

Decision Engine consists of the Event Linking System and a configured API to pull or push the data. The Event Linking System collects the logged IMs or SRs or WOs, and finds the matching Scripts and Workflows to be executed to automate tasks or processes. API pulls the data from the Event Linking System and sends to the Proxy where the Scripts and Workflows are executed. 

Proxy

In the Proxy, the configured Scripts and Workflows are executed for the logged IMs or SRs or WOs. After executing the Scripts and Workflows, the IMs or SRs or WOs are updated/resolved as per the configured Scripts and Workflows.