This documentation supports the 18.08 version of Remedy Action Request System.

To view the latest version, select the version from the Product version menu.

Determining how your application should work

When designing filters, escalations, and active links that define the workflow process for your application, consider the following aspects:

  • What is your current workflow process? Create a flowchart that describes your current problem-solving process (for example, see the following figure).
  • What events in your process trigger specific actions? Can you use shared workflow?

Workflow process example
(Click the image to expand it.)

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