---
title: "New Workflow"
slug: "new-workflow-1-1"
updated: 2024-03-26T13:15:39Z
published: 2024-03-26T13:31:40Z
canonical: "help.symphonysummitai.com/new-workflow-1-1"
---
> ## Documentation Index
> Fetch the complete documentation index at: https://help.symphonysummitai.com/llms.txt
> Use this file to discover all available pages before exploring further.
# New Workflow
## Workflow Design
This configuration window provides the step-by-step actions that are taken on the machine/configuration item by the workflow. These are the technical actions that are taken as per the requirement provided.
A workflow design should have a starting point which can be referred to as an initiation. The initiation may happen in different ways – such as Incident, Service Request, Work Order.
##
### Key Benefits
1. A clear picture of the entire operational flow is obtained.
2. A collaborative decision-making process helps in better outcomes for all stakeholders.
3. Data processed together rather than in silos.
4. Clear definition of roles and responsibilities.
5. Complex processes like adding a recipient to the security group, whitelisting MAC addresses, printer installation can all be automated.
### **Workflow Design Platform**
- Serial Execution
- If and Else condition
- Pass script output between Executions
- Script deviation based on current script Output/status (success or failure)
### Configure new workflow
To configure a new workflow, perform the following steps:
1. Navigate to **Admin > Advanced > Automation > Orchestration.** OR Navigate to **Orchestration > User > Orchestration**.
2. From the left **MENU**, select **Workflow Configurations > New Workflow.**
****Figure: Workflow Configuration
### Workflow Configuration
You can configure the Service Automation Workflows for Incidents, Service Requests (SRs), and Work Orders. In the Service Automation Workflows, a condition is defined. If this condition is met, the defined Service Automation workflow is linked, and scripts are executed. This does not require any manual intervention from the Analysts and the actions are performed by the Service Automation Scripts if the precondition is met. Using drag and drop, you can add a Script or Condition to the Workflow.
The following table describes the workflow configuration variables:
| Field | Description |
| --- | --- |
| Workflow name | Name the use case. |
| Module | Select Incident Management, Service Request, Work Order. |
| Trigger Event | On create, On update, On Create/Update (Always) A ticket is updated if any of the fixed fields of Incident/Request/Work Order values are changed and saved. |
| Tenant | Select the Tenant for which the Orchestration is applicable. |
| Workflow Category | Search for the desired category. |
| Active | Indicates the status of Orchestration: If selected, the Orchestration is active. If cleared, the Orchestration is inactive. |
| Description | Describe the function of the workflow. |
| Parser Type | Lists the configured parser types: - **Line**: If Incident/Service Request/ Work Order description is in line format then select Parser Type as Line. Line parser type can only be applied for Description content type.  - **Free-form**: If Symptom/Description is in paragraph format then select Parser Type as Free Form. It is used to extract the words between two words. Free-form can be applied to either Description or Symptom content type.  |
Following are the Line variables:
| Line | |
| --- | --- |
| Line Delimiter | The line delimiter is a character that indicates the end of the line or splits the description value into multiple lines. Based on Line Delimiter, content is divided into lines. Select the line delimiter from the list. By default, the **New Line** option is selected. If you select **Others**, type in the character that is considered as a line delimiter in the text box. |
| Key Delimiter | The Key Delimiter is a character that separates the User-defined key and the other text in the output. Based on Key Delimiter options, the key, and the value are identified from a line. Select the key delimiter from the list. By default, the **Colon** option is selected. If you select **Others**, type in the character that is considered a key delimiter in the text box. |
| Line No. | Specify the location or position of the content that needs to be parsed from the Description. If 1 is specified as Line No then the first line from the description is considered as the key value. For example, If the **Line No.** is represented as one (1) then the first line from the Description is considered as the key value. |
| Key Name | Specify a user-defined key name. This key name will be displayed in the **Conditions** and **Parameter** sections. |
| Map to CI | If **Map to CI** is enabled for a specified key and Target Type is set to CI, Target Host Type is set to Incident CI or Service Request CI, the key value will be considered as Target CI if that CI Name / IP Address exists in CMDB. |
| Action | Click **** icon to add the Keys. Click  icon to delete the Keys. |
*For Example: Below is the description of an Incident for Service Status notification.*
*Service Status Notification*
*The following service is down.*
1. *Server Type: Print Spooler
*
2. *Service Status: Down
*
*Configuration*
| *Line Delimiter* | **New Line****
** |
| --- | --- |
| *Key Delimiter* | *:* |
| *Line No.* | 1 |
| *Key Name* | ***Test_Line1*** |
*For the above configuration,* *it will extract the line "Server Type: Print Spooler" from the above description as the key value.*
*Configured key **Test_Line1** will be available in the **Conditions** section under **Field Name** as **Line** **Parser: Test_Line1** in the list of conditions apart from other default conditions for **Description.** You can apply the conditions on the Line parser key (**Line** **Parser: Test_Line1)**.*
Following are the Free-Form Delimiter variables:
| Free-Form | |
| --- | --- |
| Content Type | Select the content type from the drop-down list. Available options are as following: - Symptom or Subject - Description |
| Key Name | Specify a user-defined key name. This key name will be displayed in **Conditions** and **Parameter** sections. |
| Preceding Text | Specify the preceding text for the selected **Content Type.** |
| Succeeding Text | Specify the succeeding text for the selected **Content Type.** |
| Occurrence | Specify a number. In an Incident/Service Request/Work Order, the occurrence of the specified preceding and succeeding text or the preceding text alone in the selected Content Type is represented as a number. For example, If the Occurrence is represented as one (1) for the Content Type: Symptom, then the first occurrence of the specified text is considered as the key value. **Key Value**: In the Incident/Service Request/Work Order, the available text between the preceding text and the succeeding text is considered as the key value. For example, the Incident/Service Request/Work Order containing the following content: **Status**: The job (Job: "DBSUtil01 Backup 00007) completed successfully. **Status:** The job (Job: "DBSUtil02 Backup 00008) completed successfully. \| **Preceding Text** \| **Succeeding Text** \| **Occurrence** \| **Key Value** \| \| --- \| --- \| --- \| --- \| \| *Status* \| *successfully* \| 1 \| *The Key Value is considered as The job (Job: "DBSUtil01 Backup 00007) completed.* \| \| *Status* \| *successfully* \| 2 \| *The Key Value is considered as The job (Job: "DBSUtil02 Backup 00008) completed.* \| |
| **Preceding Text** | **Succeeding Text** | **Occurrence** | **Key Value** |
| *Status* | *successfully* | 1 | *The Key Value is considered as The job (Job: "DBSUtil01 Backup 00007) completed.* |
| *Status* | *successfully* | 2 | *The Key Value is considered as The job (Job: "DBSUtil02 Backup 00008) completed.* |
| Map to CI | If **Map to CI** is enabled for a specified key and Target Type is set to CI, Target Host Type is set to Incident CI or Service Request CI, the key value will be considered as Target CI if that CI Name / IP Address exists in CMDB. |
| Action | Click **** icon to add the Keys. Click  icon to delete the Keys. |
Following are the conditions variables:
| Conditions Variables | |
| --- | --- |
| Condition Name | Name the condition. |
| Operator | Logical expressions which may be evaluated by a workflow engine to decide the sequence of activity execution within a process. |
| Value | Enter a condition value. |
| Action | Add or delete conditions applicable to the use case. |
The Workflow Designer is accessible once the workflow configuration is submitted.
Figure: Workflow designer
The left panel of the workflow designer displays the **IF** condition and published scripts grouped by category.
Note:
This icon helps in expanding or collapsing the details window.
 Refer to the sample screenshot given below:
### Optional access to Workflow Designer:
Click on the desired workflow record on the Service Automation home page to access the record details.
Figure: Workflow Execution record details
Clicking on a workflow name will switch to its workflow design in the Workflow Designer
Figure: Workflow Designer
### Field Description
**Script details** section can be found under **Action** Tab on the workflow designer
Figure: Script details section
The following table describes the fields on **Script details**:
| **Configure Script Details** | |
| --- | --- |
| Script Name | Type in the Orchestration Script name. |
| Script Language | Scripts can be in any of the following languages - DOS command - Perl script - PowerShell script - Python script - Shell script(windows) - Shell script(non-windows) - VB script |
| Target Type | Configuration Item |
| Target Host Type | The script is executed for the selected predefined CI, Service Request CI, Dynamic CI, or from a previous output. |
| Target Host | Select the Operating System on the target machine. |
| Schedule Type | Select a Schedule Type (One Time/Recurring) from the drop-down list to schedule the script execution on the target machine. - **One Time:** The script is executed on the target machine on the specified interval (mins) for the specified number of times In case script execution status is FAILED. If the **Schedule Type** is selected as **One** **Time**, the **Retry Count** field is displayed. - **Retry Count:** Specify the number of times the script is to be executed on the target machine in case script execution status is FAILED. **Example:** If the Retry Interval is 5 mins and the Retry Count is 10, the script is executed on the target machine every 5 minutes for the 10 times in case script execution status is FAILED. - **Recurring:** The script is executed in the target machine on the specified interval (mins) for the specified number of days in case script execution status is FAILED. If the **Schedule Type** is selected as **Recurring,** the **Recurring Days** field is displayed. - **Recurring Days:** Specify the number of days the script is to be executed on the target machine in case script execution status is FAILED. **Example:** If the Retry Interval is 5 minutes and the Recurring Days field is 2, the script is executed on the target machine every 5 minutes for the 2 days in case script execution status is FAILED. |
| Retry Interval (In Mins) | Type in the retry interval for the script in minutes. In case script executions status is FAILED, the script is executed on the target machine at the specified interval for the specified number of Retry Count. |
| Retry Count | Type in the retry count for the script. In case script executions status is FAILED, the script is executed on the target machine for the specified number of times at the specified interval. |
**Parameter details** section can be found under **Action** tab on the Workflow Designer
Figure: Parameters section
The following table describes the fields on **Parameter details**:
| **Configure Parameters** | |
| --- | --- |
| Data Source | Select the data source for the parameter. - If you select *Fixed Input*, the Fixed Input Value field appears. - If you select *other data sources* in the list, Data Value Field appears. - If you select *Action Output*, the output from the previous script is used as the input for the next script. You can only map the previous execution orders in the Data Value Field drop-down. - Select Password as the Data Source to specify the password for the specified parameter. For Example, after the execution of the script, if you want to send an e-mail to a particular user without specifying SMTP credentials, you can enter the password here to use in the script. - If you select **Content Parser** - **Line, Data** **Field** will display all the configured keys from the BEGIN object. - If you select **Content Parser** - **Free Form, Data** **Field** will display all the configured keys from the BEGIN object. |
| Fixed Input Value | Type in the Data Field name. |
| Data Value Field | Select the Value Field in the list. |
| Submit Button | Click **Submit** to save the action values. |
### Best Practices for Designing Exceptional Workflows
- Start by creating simple workflows for generic processes as they are easier to understand and requires minimal steps to be completed
- Move onto newer tasks that need to be verified and approved by different people
- Create a node that will act as the decision point
- The task should then further move down the connection line to reach multiple nodes before it reaches the final stage
- Tasks completed can be marked done in the workflow process