Before
A team member likely had to search for both tickets, verify that the parent and child IDs were valid, and manually update their relationship. They then had to update the tracking table and notify the security team that the change was complete.
How it works
- Receive the ticket command and check that the required parent and child IDs are present.
- Search for and validate the specified tickets, then update them to remove the parent-child relationship.
- Refresh the tracking table and send a completion confirmation to the Security Channel.
Workflow details
- Command intake: The workflow starts when data is received through a webhook, representing the dedicated ticket-management command with the parent and child ticket IDs to be modified.
- Ticket validation: It checks whether the required ticket IDs are present, searches for the relevant records, and evaluates whether the specified tickets are valid before making changes. Missing or invalid information is routed to a failure path instead of continuing with the update.
- Relationship update: For valid ticket identifiers, the workflow updates the specified parent and child trouble tickets in ServiceNow to remove their relationship.
- Tracking update: After the ticket change, it updates the associated tracking table in Excel so the operational record reflects the completed request.
- Completion notification: Once the updates succeed, the workflow posts a confirmation message in the Security Channel, giving the team a clear completion handoff without requiring a separate manual status message.
What changed
A single command now initiates the ticket lookup, validation, relationship update, tracking update, and confirmation sequence. Invalid or incomplete requests stop before the ticket update, while successful changes are handed off to the Security Channel automatically.
Work removed
Searching for the parent and child tickets, validating their IDs, manually updating the ticket relationship, updating the tracking table, and posting a completion message.
Expected outcome
Each valid request can replace at least four recurring manual actions—ticket lookup and validation, relationship update, tracking update, and team notification—with one automated workflow execution.
