📣 Run Workato recipes from the virtual service agent and Automation

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Hi Atlassian Community! 👋

We’re thrilled to announce that we’ve built a new integration with Workato!

The integration connects your enterprise stack with Jira Service Management, unlocking powerful use cases for both IT and business teams! 🚀

With the new Workato integration it's possible to connect and run Workato recipes, allowing you to fetch information and take actions across hundreds of applications directly from:

• The Virtual Service Agent – via the Trigger Workato recipe step within your conversation flows, to resolve customer requests directly within the conversation.

• Jira Automation – via the Trigger Workato recipe action in your automation rule.

What’s new?

With the new Trigger Workato recipe step in the virtual service agent flow builder or automation action, admins can now:

• Connect and automate: Seamlessly integrate Workato recipes into your conversation flows or automation rules, enabling automated actions across hundreds of applications.

• Configure with ease: Set up authenticated connections, select recipes, and configure payloads directly within the flow builder or automation rule.

• Store and utilize responses: Capture the output from Workato recipes and use it in subsequent conversation steps or rule actions, ensuring a smooth and continuous workflow.

How to access the Workato integration

Before you can use the Trigger Workato recipe step or action for the first time, Premium and Enterprise Jira Service Management Cloud customers will need to create a connection with Workato by:

1. Generating a Developer API token and a Platform API/auth token from Workato.

2. Using these credentials to create a Workato connection from virtual service agent or Jira Automation.

Read how to manage the virtual service agent’s connection to Workato
Read how to create a Workato connection from Jira Automation

Try it with the virtual service agent

In Jira Service Management’s virtual service agent, conversation flows are made up of a series of steps. The Trigger Workato recipe step type allows you to trigger an existing Workato recipe at a specific point during a conversation flow. Read how to use Workato in your conversation flows.

Here’s an example of how the Workato step could be used in an onboarding use case:

An admin creates a virtual service agent intent for employee onboarding, where the HR partner can provide details of a new employee to the Assist bot. The bot triggers a Workato recipe that orchestrates the creation of user data in Azure Active Directory. It dynamically assesses the employee’s department, adds them to the relevant group, and dispatches an email. The recipe returns confirmation of the actions performed to the virtual service agent conversation. The admin can then trigger any subsequent Workato recipes to complete the onboarding process in a fully conversational interface.

Try it with Jira Automation

To establish a connection with Workato, create an automation rule with the Trigger Workato recipe action. This action triggers a Workato recipe that runs at a specific point in an automation rule, connecting workflows between platforms. You can use smart values to access Workato request response data in subsequent rule actions. Read how to set up the Workato action in Automation.

To establish a connection with Workato, create an automation rule that uses the Trigger Workato recipe action.

Here’s an example of how the Workato action could be used to connect your workflows between platforms:

An employee raises a request via the portal in Jira Service Management for application access. The request triggers an automation rule that uses the new Workato action, which runs the chosen Workato recipe. The recipe connects to your identity provider, validates the employee details and auto-provisions the application access. Then the loop is closed by passing the recipe execution status back to your Jira Service Management project. The automation rule changes the status of the work item (issue) and the request is resolved!

We need your feedback!

Your insights are invaluable to us. We invite you to try out this new feature and share your experiences of running Workato recipes in your automation rules and conversation flows. Let us know how it fits into your workflows, and any improvements you’d like to see.

Join the conversation: leave your feedback in the comments below, or get involved in our Community.

Thank you for being a part of our community and helping us improve our products!

Happy managing,
The Atlassian Team