Automation within workflows is one of the most effective ways to ensure key tasks are completed without the need for manual intervention. In this blog, we'll explore how you can automate the creation of new requests in Service Manager.
For a step-by-step walkthrough of how to configure this automation in Service Manager, check out our video below:
Step-by-step configuration in Service Manager
- Configure the Hornbill Automation node: Begin by setting the application to Service Manager and selecting Requests as the entity. Then, set the Type to Log Request to ensure that a new request is automatically created within the workflow.
- Define request details: You’ll need to provide details for the new request, including a summary, the service it will be associated with, and the relevant catalog item. This ensures that the new request is correctly categorized and assigned.
- Copy essential information: To ensure consistency between the parent request and the new request, copy key information such as the priority, category, and customer details from the parent request.
Why automate request creation?
Automation enhances your workflows by reducing manual effort, ensuring consistency, and minimizing errors. By automating the request creation process, you:
- Save time: Teams no longer need to manually log requests, speeding up the overall process.
- Enhance accuracy: Automated requests reduce the likelihood of errors that can occur when tasks are created manually.
- Ensure Workflow integrity: Linking parent and child requests ensures every task is tracked and documented, providing clear oversight.
By setting up automated task creation and linking related requests, your team can ensure a smooth, error-free process that saves time and keeps everything organized.
Automation isn’t just about efficiency; it’s about empowering your team to focus on more important tasks while letting the system handle the rest.
