Introduction to Workflows

Updated on 12 Nov 2023
3 Minutes to read

Print
Share
Dark
Light
PDF

Article Summary

Share feedback

Thanks for sharing your feedback!

A Workflow is a structured process for managing and streamlining activities related to Request, Changes, and Problems in a Resolution process. Workflows include Phases of Action Items such as creating, managing actions, dependencies, and data. Workflows enable 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.

Feature Availability

Workflows are only available in Spaces ITSM Edition

Workflow Structure

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 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.

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 are added in the Workflow Designer
Approved	Approval (Y) or Rejection (N) of an Action Item
Asset	Connect an asset to the Action Item
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	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 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

Complete Action Items from the 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.

Note

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

Workflows in the 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

Note

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

Was this article helpful?

What's Next

Manage Workflows

Table of contents

Workflow Structure
Workflows in the Service Record