Workflow is an automation that admins can configure to ensure the smooth and systematic closure of requests, changes, releases, and custom module records. Workflows ensure consistency and reduce manual effort.
Configure workflows under Admin > Automation > Workflows.
An illustration of creating a request workflow
An illustration of viewing workflow execution details from a request
Supported Modules: Requests, Changes, Releases, and Custom module.
Define the workflow process for different modules specific to your organization.
Pause the workflow until a condition is met or apply actions when a certain time is reached (only for requests and custom modules).
Set up notifications to track requests at every step.
Associate workflows with templates (only for requests and custom modules).
Provide privileged (role-based) access for technicians to stages and statuses.
Role Required
|
Modules |
Role Required to Create, Edit, and Delete Workflows |
Role Required to View Workflows |
|
Requests |
SDAdmin, HelpDeskConfig |
Technicians with requests view permission. |
|
Changes |
SDAdmin |
Technicians/Requesters with changes view permission. |
|
Releases |
SDAdmin |
Technicians/Requesters with releases view permission. |
|
Custom Modules |
SDAdmin |
Technicians with SDAdmin role. |
In the workflow list view, you can perform the following actions specific to each module:
Create Workflows - Click New Workflow. In the workflow editor, you can use nodes to design the flow between stages/statuses and automate actions.
Copy Workflow - Click 
and select Copy. Alternatively, select the required workflow and click Copy Workflow from the toolbar.
Edit Workflow - Click and select Edit to modify the workflow.
Delete Workflow - Click and select Delete to remove the workflow. To delete workflows in bulk, select the required workflows and click Delete from the toolbar.
If a workflow associated with requests is deleted, it will be marked as inactive. To restore an inactive workflow,
Go to the Inactive Workflow filter.
Select the workflow to restore and click Mark As Active.
You cannot delete the default workflow.
Default Workflow - Click and select Set as Default to mark a workflow as default. You can set only one workflow as default. Default workflows cannot be deleted.
View Associated Templates - Click 
to view templates associated with the workflow.
View Associated Requests - Click the entries in the Associated Requests column to view requests associated with the workflow.
Search Workflow - Click 
to search for a workflow by name.
For more information on workflows, refer to the following pages.