This documentation supports the 22.1 version of BMC Helix Digital Workplace Basic and BMC Helix Digital Workplace Advanced. Icons distinguish capabilities available only for the Advanced and External license levels. For more information, see License types and features.

Exploring the workflow designer

As a service catalog administrator or an internal service supplier, you can use the workflow designer to create workflows to send actions to fulfil service requests.

To access the workflow designer

You can access the workflow designer by creating a new workflow or modifying an existing workflow.

In BMC Helix Digital Workplace Catalog, select Services > Workflows. To access the workflow designer for a new workflow, on the Workflows tab, and click New Workflow. To open the workflow designer of an existing workflow, select a workflow and click Edit.

Alternatively, select Services > Services, and open a service. Then, edit an existing workflow attached to a service from the Workflows & Questions pane (for more details on service creation, see Adding and updating services).

Workflows management considerations

To manage workflows, in BMC Helix Digital Workplace Catalog select Services > Workflows, and use the Actions menu with selected workflows. All workflows on the Workflows page are ordered alphabetically, including new or renamed workflows. You can filter the available workflows by status: Enabled or Disabled.

When you make changes to workflows, take into account the following considerations:

Applicable to all options

You must give each workflow a unique name.


(Recommended) Delete only those workflows that are not associated with any published services, bundles, and service actions. For more information, see To delete a workflow below.


If the workflow contains questionnaires, you are provided with an option to copy the workflow along with the questionnaires.

The option to copy workflows is not available for workflows that originate from SRDs imported from BMC Service Request Management. 


You can rename parent processes and called processes without any restrictions. After a parent workflow is renamed, it is renamed in called processes and services that are using this workflow.

EditYou can edit workflow of published services without republishing the service.
PreviewYou can preview a workflow in read-only mode.
Manage questions

Add a new questionnaire, or edit and remove a questionnaire attached to a workflow.

You can also export and import the questionnaire for translation.

To delete a workflow

To delete a workflow associated with any published service, bundle, and a service action, perform the following steps:

  1. In BMC Helix Digital Workplace Catalog, select Services > Workflows.

  2. Select the workflow, and click Actions > Delete. A Delete dialog box opens.

  3. To check which services, bundles, service actions, or questionnaires are associated with this workflow, click Export to CSV. A CSV file listing the items associated with the workflow is generated.

  4. Review the list of items, and perform any of the following steps:

    • Delete the workflow from all services, bundles, service actions, or questionnaires.
    • Unpublish it from all services, service actions, or bundles.
  5. Return to the Workflows page, select the workflow, and click Actions > Delete. A Delete dialog box opens.

  6. Click Confirm to delete.

The workflow designer interface

The workflow designer consists of the palette, the canvas, and the configuration panel. The palette contains building blocks (activities) that can be arranged on the canvas to define fulfillment workflows.

The following image shows the workflow designer interface:

1PaletteContains tabs to manage process elements and search options for process elements.
2Process ElementsContains process elements that you can drag and drop onto the canvas.
3FavoritesContains process elements that you marked as favorite on the Manage Palette tab.
4RecentContains elements that you used recently to create a business process.
5Manage PaletteContains a list of all process elements that workflow designer offers. You can mark these elements as favorites or clear the check box of the items that you do not want to be displayed on the Process Elements tab.
6Process Tool bar

Contains tools for the following operations:

undo the last action

redo the last action

cut a process element

copy a process element

paste a process element that you cut or copied

zoom in the canvas

zoom out the canvas

print out the workflow

clear the canvas from the process elements

export the workflow to the .png file type

adjust the canvas grid size

select this check box to enable the lines that help adjust the process elements on the canvas

7Process InformationContains information about the process such as process name and parameters and permissions assigned to the process.
8JSONShows the JSON of the process definition. Use this code for troubleshooting.
9Element InformationShows properties of the selected element that is used in the process design.
10Process ValidationShows warnings if the process is invalid for any reason.
11CanvasIs the area where process elements are placed to design the process.

While interacting with the canvas, you can perform the following actions:

  • Group the canvas items by pressing Shift

  • Copy and paste the grouped items to another fulfillment workflow preserving the item properties. If the properties cannot be preserved, the validation error is displayed. This option is available within the same browser session.

  • Add and remove the items from the existing selected group by pressing Ctrl.

The following video (3:09) gives you a brief overview of the workflow designer:

Enabled and disabled workflows 

When you save a workflow without any validation errors, the workflow is automatically saved in the Enabled state.

When you save an incomplete or invalid workflow, the workflow status is toggled to Disabled. For example, if you are building a workflow and need to find additional information, you can save the workflow while it is still in progress. Because the workflow is incomplete, the workflow is automatically saved in the disabled state.

You cannot publish a service if the workflow attached to the service is disabled. However, in some cases, a background process might introduce an error in a workflow that was already attached to a published service, and set the workflow to Disabled. If a workflow is disabled when a request is submitted, the request triggers an error.

You can toggle the workflow status to Enabled after you complete the workflow and resolve any validation issues.

Where to go from here

Workflow designer elements overview

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  1. John Taylor

    The documentation team received the following comment on the Digital Workplace 19.11 version of this page: "How to copy & paste an edited process element that is already placed on the canvas?"

    Copy and paste for process elements is available from the Process Tool bar beginning with Digital Workplace 21.3. For documentation on the Process Tool bar, see above.

    Please advise if any further updates are needed.


    -John Taylor

    Sep 29, 2022 12:19