Creating workflow processes

You can create workflow processes to manage records from creation to closure, for example, how tickets progress from New to Closed status. The following record types support workflow processes: ticket, CI, survey, contract, service level target, work target, service, and solution.

Workflows can be based on Priority, Status, or other selection field. A visual diagram of the workflow process you are creating is generated automatically. A state node is created in the diagram for each value defined for the field. The nodes are linked with transition lines to guide records through each step. Rules can be associated with cells and transitions, and cells can be grouped to create multiple paths through the system.

Only Workspace Administrators can create, edit or delete workflows by default but you can assign permissions to specific Agent roles if needed.


To create a workflow

  1. Open the item (such as a ticket) where you want to create the workflow process:
    1. Click the Administration tab.
      In the appropriate section, click the name of the container or click Manage to open the container Administration page. Then double-click the container.
      The container details page appears. 
    2. In the left pane, click the item link (such as Record Definitions in workspaces).
      The Items page appears.
    3. Double-click the item that you want to modify.
      The item details page appears. 
  2. In the left pane, select Workflow Processes.
  3. Click New Workflow Process.
    The Create new Workflow Process dialog box appears, showing the workflow graph in the right pane.
  4. Select a Workflow state field from the list of fields with defined values.
  5. In the Specify the workflow states list, select the states from the Available column and move them to the Selected column.
  6. (Optional) To reorder the list, select a state and move it up or down using the arrows.
  7. Click Create Workflow Process.
    The Workflow graph appears in the workflow canvas. Icons represent the states in the order that you selected them.
  8. In the Name field, enter a name for the workflow.
    Each workflow must have a unique name; for example, Network Down Status.
  9. (Optional) In the Description field, enter a useful description of the workflow; for example, Incident Management.
  10. Click Save.
  11. Configure the details of your workflow, using the information in the following topics:
  12. Publish the container to implement your changes:
    1. In the breadcrumb trail, click the Workspace link.

    2. Click Save and Publish.
      A confirmation message appears.

    3. Click Yes.
      The Publication Succeeded message appears, showing the number of errors and warnings. For more information, see Publishing containers.

Related topics

Editing workflow processes

Configuring business rules

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