A workflow is a process that handles a type of objects, arranged in a sequence of actions performed in steps. It shall apply to incidents, service requests, change requests, investment requests, problems and events.


Each step:

  • Is defined using a graphic editor.
  • Describes the type of action to be performed:
    • Manual action assigned to groups or users via their roles.

      example  Technical Support team handling an incident or a technician working onsite

    • Automatic action performed without user intervention.

      example  Sending an email, calling a SOAP web service or a REST API

  • Can be performed one after another or at the same time as other steps.
  • Can display a standard or multi-section questionnaire.
  • Can be associated with entry conditions (conditional steps).
  • Can modify the status of the incident/request/problem.
  • Can store information in the form of instance variables which can be used later on in the process.
  • Can be associated with a step in the life cycle of the incident/request/problem.


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

  • Start step:
    • Once the incident is created by the hotline. 
    • Incident status: In Progress.
  • Analysis & Resolution step:
    • 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.
  • 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.
  • 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.
  • End step:
    • Run once the incident requestor has approved the resolution of the problem. 
    • Incident status: Closed.

       Workflow - Example.png


  • There are three main types of workflows:
    • Standard workflows: Triggered when the solution requires the intervention of different Support persons, e.g. for redirection, escalation or requalification. This type of workflow applies to incidents and problems. You can use the Transfer button in create mode in the form.
    • Immediate solution workflows: Replace standard workflows when a solution can be provided immediately. This type of simplified workflow applies to incidents and problems. You can use the Solved button in create mode in the form. They usually trigger a notification sent to the requestor with the procedure for the solution.
    • Closing workflows: Triggered when a parent incident is closed. This automatically results in the closing of all child incidents.

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.
  • Limit the number of steps in the workflow to ensure optimal performance when the process is run.
    • Certain notification emails are triggered automatically by actions performed in workflow steps (e.g. Email, No Notification). You therefore do not need to include them as steps in the workflow.
    • When the recipient is identical to the requestor, group the notifications together to avoid sending duplicate notification emails.
    • Save the answers in questionnaires in the SD_REQUEST table instead of performing internal update steps. Open url.png See the Manage Questions wizard > Manage targets.
    • Use the different configuration possibilities in the SLA, e.g. Catalog, Department, Urgency Level, VIP Level of the recipient, Critical Level of the equipment, Location, etc.
    • Create tasks to manage specific cases instead of adding more steps to the workflow.

Screen description



Menu access: (menu) > References > Workflows, in the graphic editor, double-click the Start step Graphical process editor - Start step icon.png or click Graphical process editor - Toolbar - Process properties icon.png

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.
         Life Cycle Workflow - Breadcrumb colors.png

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 action type used to terminate the incident or request prematurely).

Procedure and Wizards

How to create a workflow


1. Select Operation > References > Workflows (process for incidents, service requests or problems) or Transition > References > Workflows (process for change requests or investment requests).

2. Specify the settings of the new workflow and click Save icon.png Save.

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

4. Associate the new workflow with the relevant catalog entry.


Delete (Note: Only for processes not used in the application): Used to delete the workflow.

Last modified by Unknown User on 2021/02/25 17:45
Created by Administrator XWiki on 2013/03/25 18:10


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