Workflow Updates (Action Items) made from the Service Record page, via Email, or from the Self-Service Portal
Spaces ITSM Edition
Service Record Edit Permissions (Updates via Service Record)
Service Record View Permissions (Updates via Self-Service Portal)
Workflow participants can fulfill Action Items from the following places:
Service Record Page
Fulfill Action Items via the Service Record page
You can update Action Items from the Service Record Page inside the Resolution Panel Action Items tab. The Action Item tab displays the Workflow Phases (collapsible), in the order they appear in the SR Template.
Phase Progress Bar
The Phase Progress Bar (collapsible) is shown per Phase in the Action Items tab, and includes a counter of the Action Items completed thus far.
In a scenario where a certain Action Item depends on a condition that isn’t met, the Progress Bar will display as 100% complete yet the Action Item counter doesn’t indicate that all items were completed.
Completed Action Items are indicated (when a Phase is expanded) by a filled-in checkmark icon.
Fulfill Action Items via Email
Users can update Action Item Statuses via email and perform one of the following actions:
Fulfill Action Items via SSP
Action Items can be updated by their Assignees directly from the Self-Service Portal.
Once you’ve updated the Action Items, you can select one of the following:
The next participant in the SR process will be notified
OK > Apply
The update will be saved but not completed
Complete a Workflow
To complete a Workflow, click on the “Complete” button.
Completed Action Items can be re-activated at any point by clicking “Reopen”.
Reopening an Action Item automatically reopens all subsequent (completed) Action Items in its SR process.