Manage Workflows
  • 12 Nov 2023
  • 6 Minutes to read
  • Dark
  • PDF

Manage Workflows

  • Dark
  • PDF

Article Summary

SysAdmins designing Request, Change, or Problem Templates in the Template Designer can create Workflows using the Workflow Designer and incorporate them into the Templates. 

This document describes and guides SysAdmins and end users through how to use and manage Workflows.

Workflows and Action Items Permissions

Creating Workflows

  • Template Access is required for a SysAdmin to create a Workflow
  • Permissions to create a Workflow and configure Workflow Notifications are automatically granted to SysAdmins with “Change Manager” access to the Template

Using Workflows

  • Service Record Edit Permissions are required to update an Action Item
  • Users lacking SR Edit Permissions can update Action Items via the Self-Service Portal 

Create a Workflow

Click "Add Workflow" to create a Workflow for the Template

To create a Workflow inside a Template, click the “Add Workflow” button in the Header of the Template you’re designing. This button becomes available on new Templates only after they’ve been saved (at least once) by clicking on the "Save Template" button. 

The Workflow Designer will then open in a new tab.

Each time a Workflow is updated, the changes are saved to the relevant Template and will be applied to all new Service Records using that Template

Create Phases

The Workflow Designer opens in a separate tab from the Template Designer

 Phases are the main Workflow items used to separate the Workflow into logical containers. The order of Phases in the Workflow Designer mirrors their order in the SR Workflow.

Add Action Items

To add an Action Item to a Phase, click on the three dots on the left side of the Workflow Designer. This will expand a sidebar containing all Action Items that can be added to the Workflow.

Once you’ve selected the desired Action Item, click and drag it into your Phase of choice. 

You can add an Action Item to the Workflow either by:

  • Clicking “New Action Item”
  • Selecting an existing Action Item displayed on the list

Each time an existing Action Item is edited, this edit will be reflected in all Templates using that Action Item

Rearrange Action Items

You can click and drag any Action Item to move it between Phases or to change its position inside the Phase.

Configure Action Items

Action Item Editor in the Workflow Designer

Edit an Action Item

To edit an Action Item, open the Action Item Editor by hovering over the Action Item in the flowchart and clicking on the hamburger icon and selecting “Edit Action Item”.

You can configure the following Properties per Action Item: 

  • Action Item Name
  • Tab caption
  • Visible Fields
  • Arrangement of Fields
  • Default Field Values
  • Field Permissions
    • Editable or View Only
    • Required or Optional

Field Permissions Configuration is not yet supported

Default Values

Default Values are predefined Values assigned to a Field in the relevant Template’s Action Item Fields

You can assign Default Values to the following Action Item Fields:

  • Assign to
  • Admin Group
  • Instructions

The Assignee Field is a single Field that becomes visible in the Service Record once the “Assign to” and/or “Admin Group” Fields are in the Action Item Editor’s “Visible Fields” list


Configure Action Item Attributes


You can configure the following automatic behaviors for Action Items based on their Workflow’s activity:

  • Status Change

You can choose a Status to automatically be set to the Service Record on a Workflow’s Activation or Completion stages.

  • Notifications
    • Notification ID

When this option is selected, Users selected in Workflow Notifications Settings will receive Notifications for this Notification ID

  • Notification method

You can choose whether the user receives the Notification when the Action Item is activated or when it’s completed

The following toggles can be turned on or off per Action Item:

  • Auto Complete
  • On completion approve linked patches for the linked assets
  • Cancel notifications for changes to the %M%’Assigned to %M%’ field

To configure the Attributes of an Action Item, hover over the Action Item whose Attributes you want to configure and click the hamburger icon. This will open the Attributes and Dependencies Configuration Builder.


Only the “Auto Complete” toggle is currently supported


Configure Dependencies between Action Items

 You can create dependencies between Action Items in the Workflow Designer, which will appear in the Template Designer directly. 

Action Items can be dependent on:

  • 1 Action Item
  • Multiple Action Items (including both “and” and “or” logic)

To configure a dependency between Action Items, hover over the Action Item you'd like to add a dependency to and click the hamburger icon. This will open the Attributes and Dependencies Configuration Builder.

Data Population

Image Caption


Action Item Field values that appear both in the Workflow Action Items and in the Service Record can be automatically synchronized.

To set up this synchronization, you can configure an Action Item’s Field to populate a Local Field and define the following method:

Data Population MethodOutcome

Replace target field value with selected field value


Add selected field content to target field content


Combine selected field content with target field content

Overwrite if not CompletedReplace field value with selected field, only if the action is not marked as "Completed"
Append if not CompletedAdd selected field value to target field, only if the action is not marked as "Completed"

Once you've defined the trigger, you can define the Population Method to automatically populate the chosen Field:

Data Population TriggerTrigger
SR UpdateWhen a SR update is saved
Action Item UpdateWhen an update in this Action Item is saved
Action Item ActivatedWhen the Action Item is activated or reactivated
Action Item CompletedWhen the Action Item is completed

Workflow Notifications

Choose a Notification for users to receive when they need to address an Action Item

 Workflow Notifications inform users when they need to take action in a Workflow Action Item. 

SysAdmins with “Change Manager” Permissions can configure Workflow Notifications to be sent when an Action Item is:

  • Activated
  • Completed

To define which Notification you’d like to generate within an Action Item, select the relevant Notification ID (described in the section below) when modifying the Action Item’s Attributes.

Configure Workflow Notifications

  • Create and configure Notifications in the Admin Portal

     Workflow Notifications can be sent to users using one or more of three channels:

    • SMS Notification
    • Email Notification
    • A generated Service Record

    To create and configure a Workflow Notification, go to Settings > Workflows > Click the + icon in the top right menu bar.

    This is where you choose the Notification:

    • Name (appears as the Notification ID in the Workflow Designer Attributes editor)
    • Type
    • Recipients
    • Content

    Fulfill Action Items

Workflow participants can update Action Items from the following places:

  • Service Record Page
  • Email
  • Self-Service Portal

Fulfill Action Items via the Service Record page

Update an Action Item inside the Resolution Panel Action Items tab

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:

  • Approve 
  • Deny
  • Complete
  • Reopen

Fulfill Action Items via SSP

  • Fulfill an Action Item from the Self-Service Portal


    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:

    • Complete

    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.

Was this article helpful?

What's Next