• 05 Feb 2024
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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”