Workflows
Definition
A workflow is a process that handles a type of tickets, arranged in a sequence of actions performed in steps.
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 |
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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.
- To export a workflow containing REST steps, use the REST filter. This filter automatically displays all of the required REST objects for exporting workflows with REST steps, i.e. services, connections, resources. Note : The REST objects used by the workflow must be exported simultaneously for the initial export. Then only the modified REST objects should be selected with the workflow.
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
Name: Name of the workflow.
Questionnaire: Standard or multi-section questionnaire related to the process that is automatically displayed when it is started. Note: A specific questionnaire can be associated with each step.
Parent Query: Parent query used in the workflow that enables you to define the available tags and roles for each step of the process.
Life Cycle: Life cycle associated with the workflow, enabling users to view progress within a process by displaying a breadcrumb at the top of the Incident/Request/Problem form. You associate life cycle steps with steps in the workflow using the graphic editor.
Final Status: Default status of the normal end step of the workflow.
- Only a status whose meta-status is Completed can be selected.
- A special final status can be applied to the premature end steps of the workflow (Workflow End type of action used to terminate the incident or request prematurely).
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.
- The graphic editor will be opened.
- The Start
and End
steps are placed.
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.