Configuring flows

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.

Important

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 Salesforce article Open link

BMC Helix Remedyforce will support workflow rules only as long as Salesforce supports them.

Salesforce recommends using Flow Builder as an alternative to workflows.

Out-of-the-box flows

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.

Flow	Workflow(s)	Object	Type
Remedyforce BMC Discovery - Change CI Status based on Mark As Deleted value	BMC Discovery - Change CI Status When Mark As Deleted is Checked BMC Discovery - Change CI Status When Mark As Deleted is Unchecked	Base Element	Field Update
Remedyforce Change Request Notifications for Owner	Check for all Change Request scheduled during blackout Notify change request owner when final task linked to change request is closed	Change Request	Email Alert
Remedyforce Change Request-Problem link notifications	Notify problem owner when change request linked to problem is closed	Change Problem Link	Email Alert
Apply Template to Remedyforce Incidents created through BMC Server Automation or End User Experience Management	Apply template to BMC Server Automation created incident Apply template to End User Experience Management created incident	Incident	Field Update - No value in action
Notify staff of incident due in 1 hour	Notify staff of incident due in 1 hour	Incident	Email Alert (Time-based)
Notify staff of incident nearing due date	Notify staff of incident nearing due date	Incident	Email Alert (Time-based)
Notify staff when no action has occurred for 24 hours	Notifies the assigned staff member if the staff member has not taken any action on the incident for 24 Hours	Incident	Email Alert (Time-based)
Remedyforce Incident notifications for client	Notify the client when an incident is created Notify the client when an incident is closed Notify the client when an incident is reopened Update the incident’s status through email	Incident	Email Alert
Remedyforce Incident notifications for staff	Notify the assigned staff member when an incident has been marked for follow up Notify the assigned staff member when an incident is created and assigned to the staff member Notify the assigned staff member when an incident is reassigned to the staff member Notify the assigned staff member when an incident is reopened	Incident	Email Alert
Remedyforce Task closure notifications for Incident owner	Notify incident owner when linked task is closed Notify incident owner when final task linked to incident is closed	Incident	Email Alert
Remedyforce Incident-Change Request link notification for client	Notify client when incident is linked to change request	Incident Change Link	Email Alert
Remedyforce Incident-Change Request link notification for owner	Notify incident owner when change request linked to incident is closed	Incident Change Link	Email Alert
Remedyforce Service Request notifications for client	Notify the client when a service request is closed Notify the client when a service request is created Notify the client when a service request is reopened Notify the client when a service request status is changed	Incident (Service Request)	Email Alert
Remedyforce Knowledge Article notifications	Notify user that knowledge article is published	Knowledge Article	Email Alert
Notify Author that Remedyforce Knowledge Article is due for review	Sends an email to the author of the knowledge article that the knowledge article is due for review in a month’s time.	Knowledge Article	Email Alert (Time-based)
Remedyforce Task closure notifications for Problem owner	Notify problem owner when each linked task is closed Notify problem owner when final task linked to problem is closed	Problem	Email Alert
Remedyforce Release notifications	Notify the owner on new release creation Notify release owner when each linked task is closed Notify release owner when final task linked to release is closed Notify the owner on release status change Notify the Owner when a Release is marked as Failed	Release	Email Alert
Remedyforce Task notifications for client	Notify the client when a task is closed Notify the client when a task is created Notify the client when a task is reopened	Task	Email Alert
Remedyforce Task notifications for staff	Notify the assigned staff member when a task is created and assigned to the staff member Notify the assigned staff member when a task is reopened	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 Flow Elements
Enter the flow label, flow API name, and description.
Click Save.
Click Activate.

Configuring flows

Retirement of workflows

Out-of-the-box flows

To activate or deactivate a flow

To clone a flow

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