Definition

EndDefinition

• You can define workflows to handle different types of incidents, service requests, change requests, investment requests, problems and events.
• Steps of the process are defined and configured using a graphic editor.  See Characteristics of steps of a process.
• Steps are associated with action types using to define the handling to be performed.

• There are three main types of workflows: Standard workflows, Immediate solution workflows, Closing workflows.  See Type of workflows.

Type of workflows

Standard workflows

• They apply to incidents and problems when the solution requires the intervention of different Support persons, e.g. for redirection, escalation or requalification.
• They are triggered by performing a Transfer action from the quick call.

Immediate solution workflows

• They replace standard workflows when a solution to incidents and problems can be provided immediately. 
• They are triggered by performing a Solved action from the quick call.
• They usually trigger a notification sent to the requestor with the procedure for the solution.

Closing workflows

• They are Triggered when a parent incident is closed.
• All child incidents will be automatically closed.

Example

Incidents on hardware and software are delegated to the Workstation role. When an incident is reported, the Hardware & Software Process is triggered.

Representation

Steps

(1) Start step Trigger once the incident is created by the hotline. Incident status: In Progress. (2) Analysis & Resolution step Trigger once the incident is transferred to the Support persons associated with the Workstation role. The incident is processed. A search may be run to find the solution in the Knowledge Base in a conditional step called Knowledge?. Incident status: Solved when the problem is solved. (3) Available mobile number conditional step Run at the same time as the Analysis & Resolution step. It sends an SMS or email to inform the Incident Requestor role that the problem is being handled. (4) User Approval step This is performed by the Incident Requestor role once the Analysis & Resolution step is completed. May go through the Complaint Management step performed by the Incident Manager role if the requestor disagrees on the resolution of the incident. (5) End step Trigger once the incident requestor has approved the resolution of the problem. Incident status: Closed.

Notes

• Workflows are associated with incident, request (service request / change / investment) and problem catalog entries.
• They start automatically after the possible questionnaire (standard / multi-sections) defined on the initial step is answered.

Best Practice

• You should always associate a workflow with the processing of an IT service request even if it does not require special handling. Define a simple workflow containing the Start, Solution and End steps for monitoring the progress of the request through its status.

Menu access

• References > Other references
  • Workflows (Operation): Access to workflows related to the incidents, service requests and problems.
  • Workflows (Transition): Access to workflows related to the change requests and investment requests.

• To configure Start step  of the workflow in the graphic editor: double-click the Start step or click  in the toolbar of the editor.

Screen description

WorkflowProperties

EndWorkflowProperties

Procedure and Wizards

How to create a workflow

Step 1: Create the workflow.

1. Go the the References > Other references menu then select:

• Workflows (Operation) to create a workflow for an incident, a service request or a problem.
• Workflows (Transition) to create a workflow for a change request or an investment request.

2. Click + New in the top banner.

3. Specify the general properties of the workflow.

5. Define and configure the steps in the workflow using the process graphic editor.

Step 2: Associate the workflow with a catalog entry.

1. Go to the catalog entry.

2. Select the new workflow in one of the dedicated fields.

Wizards

Delete