Tutorial: Creating a ticketing workflow using nested workflows

Learn how to set up a generic ticketing workflow that can be inserted in any parent workflow to perform the same set of actions.

The generic ticketing workflow can be used to alert administrators to events, such as:

• In offboarding workflows when a user’s asset access is revoked and in onboarding workflows when a user's asset is granted access using the Okta presets.
• In security monitoring workflows such as when malware or suspicious systems are detected using the CrowdStrike Falcon or Microsoft Defender asset loads.
• In workflows that monitor servers such as when an EC2 instance exceeds its CPU load of 80% using the Amazon AWS EC2 Get CPU preset.
• In workflows that track vertificate expiry dates such as when expired certificates are detected using the SSLMate Get Certificate Details preset.
• In customer request workflows such as requests made using Oomnitza's Request portal.

1. Create the nested workflow

Steps:

To set up the generic troubleshooting workflow, you must complete the following tasks:

1. Create a new user workflow called ‘Log Ticket’.
2. Set the actions in the Begin block to "Nested workflow".
3. Create two external variables:
   1. User information: Set the data type to Users to capture all user information in a single field.
   2. System Name: Set the data type to Short text.
4. Add the Jira Create Issue block and add the required information.
5. Add the external variables that you created to the Jira Create Issue block.

2. Create the parent workflow

Steps:

1. Create a parent workflow called "Okta Offboarding"
2. Set the action in the Begin block to Schedule. Create rules to capture offboarded users, such as Status Equals Offboarding or Offboarding Date Equals Today.
3. Add the API block, and select the these presets:
   • Okta Deactivate User
   • Okta Delete User
4. Add the nested workflow block and select the "Log Ticket" workflow. 
   1. For the System Name enter Okta
   2. For the User information, enter {{username}}
5. Add a Notify block to handle errors. This can be linked to the negative path of API blocks.

3. Test the workflow

1. Trigger the parent workflow by clicking Run Scheduled workflow 
2. Check the logs of the parent workflow
3. Check the logs of the nested workflow

Related Links

 Creating surveys

 Creating a workflow using a decision block