# 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](https://docs.nexthink.com/platform/library-packs/l1-support/workflow-automated-three-strikes/usage-guide-automated-three-strikes) 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](https://docs.nexthink.com/platform/references/nexthink-infinity-default-thresholds-overview) 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 . 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.
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## **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.
### **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.
*** RELATED TOPICS * [Workflow: Automated three strikes](https://docs.nexthink.com/platform/library-packs/l1-support/workflow-automated-three-strikes) * [Usage guide: Automated three strikes](https://docs.nexthink.com/platform/library-packs/l1-support/workflow-automated-three-strikes/usage-guide-automated-three-strikes) * [Manage Workflows](https://nexthink.gitbook.io/opd/user-guide/workflows/managing-workflows) * [Manage Campaigns](https://nexthink.gitbook.io/opd/user-guide/campaigns/managing-campaigns)