• 11 Apr 2024
    • PDF


    • PDF

    Article summary

    Structured processes (Phases of Action Items) for managing and streamlining activities related to Request, Changes, and Problems in a Resolution process.


    Admins using Spaces ITSM Edition

    Workflows include Phases of Action Items such as creating, managing actions, dependencies, and data — enabling SysAdmins and end users to streamline and maximize efficiency of Resolution processes for organization-specific needs.

    This document introduces and describes the structure and capabilities of Workflows and their role in Service Records.

    Inside Workflows

    Each Workflow consists of two entities; Phases and Action Items.


    Phases separate the Workflow into multiple containers, which contain the Action Items, as defined by the SysAdmin in the Workflow Designer.

    Action Items

    Action Items are a section of Fields that constitute a form that users complete during the SR Resolution process. 

    Action Items (one or multiple) can be assigned to a User and/or Group within their relevant Workflows.

    Action Items in a Template’s Workflow can be either independent (automatically activated when a relevant SR is opened) or dependent on other Action Items in order to appear. 

    Each Action Item is configured with a Status (Active/Completed/Disabled) determined by the SysAdmin.

    Action Item Fields

    You can add the following Fields to an Action Item:

    Custom Fields

    Action item custom Date 1 - 10

    Dates relevant to the Action Item

    Action item custom Float 1 - 10

    (Floating) integer decimal values relevant to the Action Item

    Action item custom Int 1 - 10

    Integer values relevant to the Action Item

    Action item custom List 1 - 10

    Listed information relevant to the Action Items

    Action item custom Notes 1 - 10

    Notes relevant to the Action Item

    Action item custom Text 1 - 10

    Short text relevant to the Action Item

    Custom Fields can be renamed under Settings > Customize > Translation.


    Additional User

    Add a user to part of a Workflow process


    Combines the “Admin group” and “Assigned to” Fields as one Field that can’t be separated in Spaces.

    (These Fields appear as two separate Fields in the Workflow Designer.) 

    The Assignee Field will appear in the Action Item Form when one of these two Fields are added in the Workflow Designer


    Approval (Y) or Rejection (N) of an Action Item


    Connect an asset to the Action Item

    Back out plan exists and tested

    Indicate the existence or nonexistence of a tested back out plan


    Select if there is a budget for the Action Item or not

    CAB meeting reference

    Reference number for the relevant CAB (Change Advisory Board) meeting


    SR Request User’s Company

    Completed Time

    Date and time of Action Item completion (populates automatically upon clicking Complete)


    Complexity level of the Action Item

    Department To Charge

    The department to be charged for the Action Item cost

    Due Date

    Action Item Due Date

    Duration in hours

    Number of hours spent handling the Service Record

    Enabled Time

    Date and Time of Action Item Completion; populates automatically when Action Item enabled

    Expected Downtime Start

    Expected beginning of downtime caused by SR Resolution 

    Expected Downtime End

    Expected end of downtime caused by SR Resolution

    Hardware Costs

    Hardware costs associated with the SR


    How big an effect SR will have on your organization; chosen by Admins

    Installation Costs

    Installation costs associated with the SR


    Instructions for the Action Item

    Internal Manpower In Hours

    Number of (manpower) hours for handling of the SR


    Chosen Location for the Service Record

    Maintenance Costs

    Maintenance costs associated with the SR

    Modify Time

    Most recent time the Service Record was modified (Administrator clicked OK/Apply)


    Notes added to a Service Record

    Percent completed

    Estimated progress of the Action Item


    Importance of Service Record Resolution for continued normal operation of the company


    Existing project in the Action Item

    Proposed delivery date

    Proposed date for SR Resolution delivery

    Proposed version

    Part of the Release Management process; expected release version that includes this Change


    Frequency of issue recurrence


    Whether the Action Item has been reopened (populates automatically)

    Request Time

    Time of SR Submission (populates automatically)

    Resources required in days

    Estimated number of days required for the SR

    Software Costs

    Software costs associated with the SR

    Submit User

    User who submitted the SR (can’t be changed)


    Included Existing Task


    Action Item Title

    Total Costs

    Total costs incurred by the SR

    Total Expected Downtime In Hours

    Total downtime expected due to SR handling

    Training Costs

    Estimated costs for SR Resolution process training


    How soon the SR will have a negative effect on your organization

    User Acceptance

    Confirms that Resolution was delivered as requested after the Change or in the pre-production stage

    Workflows in the Service Record

    Service Record Workflows are documented in the Service Record in two places:

    Action Items tab

    The Action Items tab is populated by Phases and Action Items as they were defined in the Workflow Designer. 

    The Action Item Fields’ layout is based on the order of the Workflow Designer; two side-by-side Fields per row.


    “Text Area” type Fields occupy the full row of Workflow forms


    Workflow Action Items recorded in the Journey

    The Service Record Journey logs the following Action Item changes and activities as a Journey Event in Full Journey Mode:

    • Activated

    • Completed

    • Field updated


    Action Items appear in Journey Highlights Mode when their Status is changed to “Completed”