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      Workflows
      • 27 Oct 2024

      Workflows


      Article summary

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

      Requirements:

      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 the 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

      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 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.

      Fields

      Additional User

      Add a user to part of a Workflow process

      Assignee

      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 is added in the Workflow Designer

      Approved

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

      Asset

      Connect an asset to the Action Item

      Attachment

      Let a user add an attachment to the workflow. The file can be attached both by the Agent and the end user.

      Blocked file format:

      The following file formats cannot ba uploaded due to secuity concerns:

      JSP, JSPX, JSW, JSV, JSPF, WSS, DO, ACTION, EXE, MSI, PS1, HTML, HTM, PIF, APPLICATION, GADGET, MSP, COM, SCR, HTA, CPL, MSC, JAR, BAT, CMD, VB, VBS, VBE, JSE, WS, WSF, PS1XML, PS2, PS2XML, PSC1, PSC2, MSH, MSH1, MSH2, MSHXML, MSH1XML, MSH2XML, SCF, LNK, REG

      Back out plan exists and tested

      Indicate the existence or nonexistence of a tested back out plan

      Budgeted

      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

      Company

      SR Request User’s Company

      Completed Time

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

      Complexity

      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

      Impact

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

      Installation Costs

      Installation costs associated with the SR

      Instructions

      Instructions for the Action Item

      Internal Manpower In Hours

      Number of (manpower) hours for handling of the SR

      Location

      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

      Notes added to a Service Record

      Percent completed

      Estimated progress of the Action Item

      Priority

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

      Project

      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

      Recurrence

      Frequency of issue recurrence

      Re-opened

      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

      The user who submitted the SR (can’t be changed)

      Task

      Included Existing Task

      Title

      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

      Urgency

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

      User Acceptance

      Confirms that the 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 following places within the service record:

      • 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 Field’s layout is based on the order within the Workflow Designer.

      • Journey

      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