Using the TeamDynamix iPaaS Step in a Ticketing Workflow

In this is introduction article will help Administrators to work with iPaaS Workflow steps in Ticketing workflows. This is in the TDAdmin > Ticketing application interface. The user must have the Administrator globally or application administrator in TDAdmin.

Overview

The TeamDynamix iPaaS workflow step allows you to integrate your ticketing workflow directly with flows built in the iPaaS product.

Learn more about Connecting Ticket Workflows to TeamDynamix iPaaS Flows.

Where to Find This

This feature appears in the TDAdmin interface.

Navigate to creating an iPaaS workflow step following these paths:

• TDAdmin > Applications > Ticketing application > Workflows
• In a workflow > check out > New step > iPaaS step

Configuring a TeamDynamix iPaaS Step

When you add the TeamDynamix iPaaS step to a workflow, the following settings will become available: 

• iPaaS Flow - Choose which flow in TeamDynamix iPaaS should be run based on this workflow step.
  • If the iPaaS flow you are interested in does not appear, be sure to configure the iPaaS flow for use with TDX workflows
• Arguments JSON - Optionally add a JSON object with additional static information that should be passed to iPaaS when starting the flow. This can allow you to use one iPaaS Flow with multiple different ticket workflow steps and provide different parameters to iPaaS. 
• Notify On Success - When the step completes successfully, these people will be notified. 
• Notify On Failure - When the step fails to launch the iPaaS flow or the iPaaS flow returns a failure result, these people will be notified. 
• Wait for Results - If selected, the ticket workflow will not proceed until the iPaaS flow completes. You will optionally be able to have iPaaS return specific results and have the workflow respond accordingly

Responding to iPaaS Results

When Wait for Results is selected, you can define one or more specific results that the workflow will check for. If the iPaaS flow returns that specified result, the workflow will follow that path. Otherwise, it will follow the Success or Failure paths that are available by default.

The TeamDynamix iPaaS step will wait until the results are returned or until the step times out (30 minutes). This step is not intended to support long-running or semi-manual processes in iPaaS, as they will likely exceed the timeout period. 

Sending Results from iPaaS

In iPaaS, you can use a TDX Workflow Response step to send a result back to the TeamDynamix workflow. To create a TDX Workflow Response step:

1. Open the flow you want to respond back to TeamDynamix from
2. From the flow toolbox on the left, click to expand the Data section
3. Drag the TDX Workflow Response step to the main area of the flow builder and drop the step in the correct location on the flow
4. Fill out the TDX Workflow Response step:
   • Result - the result you want to return to the TDX workflow. The result has to match exactly with the result in the workflow step
   • Comments - anything here will be added to the ticket feed when this result is reached
5. Click into Result bubble at the end of the flow, then click the database icon to open the data picker
6. Select the TDX Workflow Response item from the data picker
   • Do not click the arrow to the left of TDX Workflow Response to "drill down"; simply select the top-level TDX Workflow Response object
      

Sometimes, such as in the case of errors, you may want to stop the iPaaS flow early and return the results to TeamDynamix. To stop the flow and return the results to the workflow:

1. From the flow toolbox on the left, click to expand the Control section
2. Drag the Stop or Stop with Error step to the main area of the flow builder and drop the step in the correct location on the flow
3. Click into Result bubble, then click the database icon to open the data picker
4. Select the TDX Workflow Response item from the data picker
   • Do not click the arrow to the left of TDX Workflow Response to "drill down"; simply select the top-level TDX Workflow Response object

Receiving Results in the TeamDynamix Workflow

To receive results from iPaaS, you will need to configure the TeamDynamix iPaaS step in your workflow:

1. Open and check out the workflow with the TeamDynamix iPaaS step
2. In the top right corner of the iPaaS step, click the gear icon to open the step settings
3. Check the Wait for Results box
4. In the Results section, enter a result for each TeamDynamix Workflow Step in iPaaS
   • Make sure the names match exactly in both iPaaS and the workflow step
5. Click Save

Once you have results on your iPaaS step, you can drag arrows from the custom iPaaS results to other steps on your workflow to continue the workflow logic based on how the iPaaS flow responded.

The below screenshot shows a TeamDynamix iPaaS step with the standard Success and Failure options and two additional custom options: AddedSuccessfully and DuplicateGroupMember.