Configuring workflows
The following topics provide information about configuring workflows:
Out-of-the-box workflows
has created out-of-the-box workflows that are available for you to use. You must activate these workflows to use them. For more information, see Salesforce Help. The following table describes the out-of-the-box workflows.
Workflow Name | Module | Default Email Template | Description |
|---|---|---|---|
Apply template to BMC Server Automation created incident | Incident | None | Applies a template to the incident created by BMC Server Automation. |
Apply template to End User Experience Management created incident | Incident | None | Applies a template to the incident created by BMC End User Experience Management. |
Notify Author that Article is due for review | Knowledge Article | None | Sends an email notification message to the author of the knowledge article that the article is due for review. |
Notify change request owner when final task linked to change request is closed | Change Request | All Tasks closed for Change Request | Notifies the initiator of the change request that the last task that was associated with the change request is closed. |
Notify incident owner when change request linked to incident is closed | Incident | Change Request Closed Template | Notifies the user to whom an incident is assigned that the change request associated with the incident is closed. |
Notify incident owner when each linked task is closed | Incident | Linked Task for an incident is closed | Notifies the incident owner when each task associated with the incident is closed. |
Notify incident owner when final task linked to incident is closed | Incident | All Tasks closed for Incident | Notifies the user to whom an incident is assigned that the last task that was associated with the incident is closed. |
Notify problem owner when change request linked to problem is closed | Problem | None | Notifies the problem owner when a change request associated with the problem is closed. |
Notify problem owner when each linked task is closed | Problem | Linked task for a problem is closed | Notifies the problem owner when each task linked with the problem is closed. |
Notify problem owner when final task linked to problem is closed | Problem | All tasks closed for problem | Notifies the user to whom a problem is assigned that the last task that was linked to the problem is closed. |
Notify release owner when each linked task is closed | Release | Linked task for a release is closed | Notifies the release owner when each task linked with the release is closed. |
Notify release owner when final task linked to release is closed | Release | All tasks closed for release | Notifies the user to whom a release is assigned that the last task linked to the release is closed. |
Notify staff of incident due in 1 hour | Incident | None | Notifies the staff member when the Due Date of an assigned incident is less than one hour. |
Notify staff of incident nearing due date | Incident | None | Notifies the staff member when the Due Date of an assigned incident is less than two hours. |
Notify staff when no action has occurred for 24 hours | Incident | None | Notifies the assigned staff member if the staff member has not taken any action on the incident for 24 Hours. |
Notify the assigned staff member when a task is created and assigned to the staff member | Task | Task Email Template 1 Version 2.0 | Notifies the staff member when a task is created and assigned to the staff member. |
Notify the assigned staff member when a task is reopened | Task | Task Email Template 2 Version 2.0 | Notifies the staff member when a closed task is reopened and assigned to the staff member. |
Notify the assigned staff member when an incident has been marked for follow up | Incident | Incident Email Template 2 Version 2.0 | Notifies the staff member when an incident assigned to the staff member has been marked for follow up. |
Notify the assigned staff member when an incident is created and assigned to the staff member | Incident | Incident Email Template 1 Version 2.0 | Notifies the 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 | Incident | Incident Email Template 7 Version 2.0 | Notifies the staff member when an incident is reassigned to the staff member. |
Notify the assigned staff member when an incident is reopened | Incident | Incident Email Template 8 Version 2.0 | Notifies the staff member when a closed incident is reopened and assigned to the staff member. |
Notify the client when a task is closed | Task | Task Email Template 3 Version 2.0 | Notifies the client that the client's task is closed. |
Notify the client when a task is created | Task | Task Email Template 1 Version 2.0 | Notifies the client that the task requested by the client is created. |
Notify the client when a task is reopened | Task | Task Email Template 2 Version 2.0 | Notifies the client that the client's task is reopened. |
Notify the client when an incident is closed | Incident | Incident Email Template 6 Version 2.0 | Notifies the client that the client's incident is closed. |
Notify the client when an incident is created | Incident | Incident Email Template 1 Version 2.0 | Notifies the client that the incident requested by the client is created. |
Notify the client when an incident is reopened | Incident | Incident Email Template 8 Version 2.0 | Notifies the client that the client's incident is reopened . |
Notify the owner on new release creation | Release | Notify owner on new release creation | Notifies the owner of the release when a new release is created. |
Notify the owner on release status change | Release | Notify owner on release status change | Notifies the owner of a release when the status of the release changes. |
Notify the Owner when a Release is marked as Failed | Release | Notify the Owner when a Release is marked as Failed | Notifies the owner of a release when the release fails. |
Notify user that knowledge article is published | Knowledge Article | Notify User When Knowledge Article is Published | Sends an email notification message to the author of the article that the knowledge article is published. |
Open Incident from email | Incident | None | The Open Incident from email workflow is implemented by using Salesforce.com email services. To activate this workflow, create an email service with the EmailListener or EmailCreateIncidentApex classes. After you create the email service, Remedyforce creates an incident depending on the subject of the email sent by the client. You can configure how uses the email subject to create incidents. |
Update the incident's status through email | Incident | Incident Email Template 5 Version 2.0 | The Request status update of an Incident via email workflow is implemented by using Salesforce.com email services. To activate this workflow, create an email service with the EmailListener or EmailIncidentStatusApex classes. After you create the email service, returns the status of an incident to the sender of the email. The email subject line must contain the phrase call status # <incident number>. For more information about email services, see Creating-incidents-and-retrieving-incident-status-through-email-messages. |
Deprecated workflows
The following workflows have been deprecated:
- Open popup dialog for recalculating due date when priority of incident changes
- Open popup dialog for recalculating due date when priority of problem changes
- Open popup dialog for recalculating due date when priority of task changes
Therefore, these workflows must be deactivated in your Salesforce organization. If the workflows are not deactivated, duplicate tasks or change requests can be created for a Service Request. To deactivate a workflow, see To activate or deactivate a workflow.
To activate or deactivate a workflow
All out-of-the-box workflows are deactivated by default. You must activate a workflow, to enable the business requirement that it fulfills.
- Click the Remedyforce Administration tab.
- On the Home page, click the Manage Workflows and Approvals tile, and from the menu select Workflow Rules.
- On the All Workflow Rules page, in the Action column of the required workflow rule, click Activate or Deactivate.
Related topics
Searching-for-matching-incidents
Enabling-assignment-of-records-to-both-queues-and-staff-members