Manage the virtual service agent's connection to Workato

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 about using Workato in conversation flows, or read about the other step types.

Before you can use the trigger Workato recipe step for the first time, you’ll need to connect to Workato.

Connect to Workato

To connect to Workato, you need to generate a Developer API token and an Auth token from Workato, then use them to connect Workato with the virtual service agent.

Generate a developer API token

To generate a developer API token, you need to be a Workato admin. Read more about Workato collaborator roles.

1. Log in to your Workato account.

2. Create a client role. Before you save your client role:

   1. [プロジェクト] を選択します。

   2. Under Project assets, expand Recipes

   3. Check the box next to List | GET /api/recipes.

   4. Select Tools.

   5. Under API Platform, expand Collections & endpoints.

   6. Check the box next to List endpoints in a collection | GET /api/api_endpoints.

3. Create an API client. Before you save your API client:

   • Under Client role, select the client role you created earlier.

4. Store the API token that displays after creating your API client somewhere safe.

Generate an auth token

1. Go to Workato.

2. Before proceeding, we recommend that you create an API recipe collection for the virtual service agent.

3. Create a new client.

4. Under your newly created client, create a new access profile.

   • If you created a collection for the virtual service agent, add it under API collections to include.

   • Under Authentication method, select Auth token.

5. After you create your access profile, copy the auth token and save it somewhere safe.

Connect to Workato in the virtual service agent

1. Go to the intent conversation flow you want to add a trigger Workato recipe step to, and add a trigger Workato recipe step.

2. If you haven’t connected to Workato yet, select Connect.

3. Give your connection a Name.

4. Enter a Developer API token from Workato. Instructions for generating a developer API token are below.

5. Enter your Base URL. Read more about defining a base URL.

6. Enter an Auth token from Workato. Instructions for generating an auth token are below.

7. [Connect] を選択します。

Once you’ve connected to Workato, you can use Workato in your conversation flows.

Change or delete your Workato connection

Workato connections apply to your entire Jira Service Management project. If you change or delete a Workato connection in an intent’s conversation flow, it will affect all intents that use a trigger Workato recipe step on that project.

1. Go to an intent conversation flow that contains a trigger Workato recipe step. Find out how to build a conversation flow.

2. Select a trigger Workato step.

3. Next to Connected, select More actions (•••).

4. To change the connection, select Change.

5. To delete the connection, select Delete.