> For the complete documentation index, see [llms.txt](https://docs.nexthink.com/platform/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.nexthink.com/platform/library-packs/l1-support/workflow-automated-three-strikes/configuration-guide-automated-three-strikes.md).

# Configuration guide: Automated three strikes

{% hint style="info" %}
The configuration options on this page are only accessible to [administrators](https://docs.nexthink.com/platform/user-guide/administration/account-management/roles?utm_source=chatgpt.com#roles-administration).

Refer to the [Usage guide: Automated three strikes](/platform/library-packs/l1-support/workflow-automated-three-strikes/usage-guide-automated-three-strikes.md) to use library content as a standard user.
{% endhint %}

## Prerequisites

This library pack contains content from the following required expansion products:

* Employee Engagement - Campaigns
* Flow - Workflows

{% hint style="info" %}
Some of these products offer default access to their respective content and can still be used without [expansion products](https://docs.nexthink.com/platform/latest/products?utm_source=chatgpt.com).

Refer to the [Nexthink Infinity thresholds and limits overview](/platform/references/nexthink-infinity-default-thresholds-overview.md) documentation for more information about default thresholds for expansion products.
{% endhint %}

## Included content and dependencies

This library pack contains the following content and dependencies:

| Type                                                              | Name                                   | Description                                                                                                                                          |
| ----------------------------------------------------------------- | -------------------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------- |
| [Workflows](https://nexthink.gitbook.io/opd/user-guide/workflows) | Automated three strikes                | Empowers the service desk to manage unresponsive tickets more efficiently by automating reminders and ticket resolution through employee engagement. |
| [Campaigns](https://nexthink.gitbook.io/opd/user-guide/campaigns) | ITSM ticket reminder - Workflow invoke | Asks the user to update the ticket and displays the URL.                                                                                             |

## Configuring "Automated three strikes"

{% hint style="info" %}
Adapt these suggested configuration steps to edit and customize content according to your organizational needs.
{% endhint %}

Follow these steps to install and configure content:

* Before configuration - Install library pack content from [Nexthink Library](https://docs.nexthink.com/platform/user-guide/nexthink-library?utm_source=chatgpt.com).
* [Step 1 - Edit campaigns](#step-1-edit-campaigns)
* [Step 2 - Configure ServiceNow integration](#step-2-configure-servicenow-integration)
* [Step 3 - Check workflow parameters](#step-3-check-workflow-parameters)
* [Step 4 - Maintain the credentials of the connector thinklets](#step-4-maintain-the-credentials-of-the-connector-thinklets)
* [Step 5 - Schedule the workflow](#step-5-schedule-the-workflow)

### **Step 1 - Edit campaigns**

Navigate to the [manage campaigns](https://nexthink.gitbook.io/opd/user-guide/campaigns/managing-campaigns) administration page to review and edit your campaigns.

For each installed campaign, please ensure to:

* Customize the sender name and image.
* Review and adjust questions.
* Publish the campaign when you are ready to use it.

We recommend the following configurations for these campaigns:

| Name                                   | Trigger  | Priority |
| -------------------------------------- | -------- | -------- |
| ITSM ticket reminder - Workflow invoke | Workflow | Urgent   |

### **Step 2 - Configure ServiceNow integration**

The configuration of connector credentials is essential for enabling API calls. See detailed information at <https://nexthink.gitbook.io/opd/integrations/outbound-connectors/connector-credentials>. Each Service/API thinklet has a dropdown field for credentials that needs to be filled out. When the workflow is installed or copied from the Library, this field will be blank as it is a local setup of each environment and is not included in the Library.

<div data-full-width="false"><figure><img src="/files/vDQPdiN6HGBMWmUywgNV" alt="image-20240531-114301.png"><figcaption></figcaption></figure></div>

## **Step 3 - Check workflow parameters**

The parameters for the workflow are provided below. There is no need for adjustments as the preset values are already optimized for use.

* **ServiceNow ticket ID**: This parameter should contain the internal ServiceNow ticket ID.
* **ServiceNow ticket number**: This parameter should contain the ServiceNow ticket number, which will be displayed to the user in the campaign.
* **ServiceNow URL:** This parameter should contain a URL pointing to the ticket in the customer's ServiceNow instance, excluding the "HTTPS://" prefix.

{% hint style="warning" %}
To display the ticket URL correctly in the campaign, this parameter shouldn't include the "HTTPS://" prefix. The campaign will amend this prefix automatically.
{% endhint %}

### **Step 4 -** Maintain the credentials of the connector thinklets

Each connector thinklet requires locally maintained credentials. In this step, review all relevant thinklets and maintain credentials.

<figure><img src="/files/nzt0cS5WaEjAV3FQ3Ba8" alt=""><figcaption></figcaption></figure>

### **Step 5 -** Schedule the workflow

This workflow is designed to be executed on demand, with manual customization of parameters for each execution. We recommend configuring the workflow trigger to Manual.

<figure><img src="/files/0sOEgqvB4QgjN7YfZbR8" alt="" width="375"><figcaption></figcaption></figure>

***

RELATED TOPICS

* [Workflow: Automated three strikes](/platform/library-packs/l1-support/workflow-automated-three-strikes.md)
* [Usage guide: Automated three strikes](/platform/library-packs/l1-support/workflow-automated-three-strikes/usage-guide-automated-three-strikes.md)
* [Manage Workflows](https://nexthink.gitbook.io/opd/user-guide/workflows/managing-workflows)
* [Manage Campaigns](https://nexthink.gitbook.io/opd/user-guide/campaigns/managing-campaigns)


---

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