Flow Builder allows users to automate processes by creating visual representations of a series of actions to be taken. You can use flows to automate a wide variety of processes, such as data updates, field updates, record creation, and so on.
To access flows, navigate to Setup > Flows.
Before working with flows, make sure that you refer to the following Salesforce resources:
Retirement of workflows
Starting with the Winter'23 release, Salesforce retired workflow rules, but continues to support existing workflows until further notice. You can edit and activate workflows, but you cannot create new ones. Workflows that you activated in older releases continue to work after upgrading to the latest version of BMC Helix Remedyforce. For more information, see
BMC Helix Remedyforce will support workflow rules only as long as Salesforce supports them.
Salesforce recommends using Flow Builder as an alternative to workflows.
The following flows are packaged as an alternative to out-of-the-box workflows.
- By default, these flows are not activated.
- Before activating flows, you must deactivate the corresponding workflows. Otherwise, notifications, field updates, or any other logic will be executed twice.
- To active a flow, see To activate or deactivate a flow.
|Remedyforce BMC Discovery - Change CI Status based on Mark As Deleted value||Base Element||Field Update|
|Remedyforce Change Request Notifications for Owner||Change Request||Email Alert|
|Remedyforce Change Request-Problem link notifications||Change Problem Link||Email Alert|
|Apply Template to Remedyforce Incidents created through BMC Server Automation or End User Experience Management||Incident||Field Update - No value in action|
|Notify staff of incident due in 1 hour||Incident||Email Alert (Time-based)|
|Notify staff of incident nearing due date||Incident||Email Alert (Time-based)|
|Notify staff when no action has occurred for 24 hours||Incident||Email Alert (Time-based)|
|Remedyforce Incident notifications for client||Incident||Email Alert|
|Remedyforce Incident notifications for staff||Incident||Email Alert|
|Remedyforce Task closure notifications for Incident owner||Incident||Email Alert|
|Remedyforce Incident-Change Request link notification for client||Incident Change Link||Email Alert|
|Remedyforce Incident-Change Request link notification for owner||Incident Change Link||Email Alert|
|Remedyforce Service Request notifications for client||Incident (Service Request)||Email Alert|
|Remedyforce Knowledge Article notifications||Knowledge Article||Email Alert|
|Notify Author that Remedyforce Knowledge Article is due for review||Knowledge Article||Email Alert (Time-based)|
|Remedyforce Task closure notifications for Problem owner||Problem||Email Alert|
|Remedyforce Release notifications||Release||Email Alert|
|Remedyforce Task notifications for client||Task||Email Alert|
|Remedyforce Task notifications for staff||Task||Email Alert|
To activate or deactivate a flow
All out-of-the-box flows are deactivated by default. You must activate a flow to enable the business requirement that it fulfills.
- Navigate to Setup > Flows.
- On the All Flows page, click the required flow to activate or deactivate it.
- Click Activate or Deactivate.
You can customize out-of-the-box flows by cloning them. For instructions, see To clone a flow.
To clone a flow
Clone an existing flow that is closer to your use case. For example, you want to notify staff when an incident is due in 2 hours. Instead of creating a new flow, you can clone the out-of-the-box flow Notify staff of incident due in 1 hour.
To clone a flow, perform the following steps:
- Navigate to Setup > Flows.
- On the All Flows page, click the required flow.
- Click Save As.
- Depending on your use case, you might have to add a new element to the flow or modify an existing element. For instructions, see
- Enter the flow label, flow API name, and description.
- Click Save.
- Click Activate.