Configuring workflows

The following topics provide information about configuring workflows:

Out-of-the-box workflows

BMC Remedyforce 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.

 


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 deprecate 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.

  1. Click the Remedyforce Administration tab.
  2. On the Home page, click the Manage Workflows and Approvals tile, and from the menu select Workflow Rules.
  3. On the All Workflow Rules page, in the Action column of the required workflow rule, click Activate or Deactivate.

To create a workflow to inform a change owner about colliding change requests

  1. To create the email template that is sent when a colliding change request is detected, perform the following actions:
    1. Click the Remedyforce Administration tab.
    2. On the Home page, click the Configure Email tile, and from the menu, select Email Templates.
    3. On the Unfiled Public Email Templates page, from the Folder list, select BMC Remedyforce Emails.
    4. Click New Template.
    5. On the Step 1. Email Template: New Template page, select Visualforce, and click Next.
    6. Select the Available For Use check box.
    7. In the Email Template Name field, enter a name for the email template; for example, Collision Detection Email.
    8. In the Email Subject field, enter a subject for the email message; for example, Colliding change requests are detected.
    9. From the Recipient Type list, select User.
    10. From the Related To Type list, select BMCServiceDesk_Change_Request_c, and click Save.
    11. Click Edit Template, and type the message that you want to send to the change owner.
    12. Click Save.
  2. Navigate to Create > Workflows & Approvals > Workflow Rules.
  3. On the All Workflow Rules page, click New Rule.
  4. On the Step 1: Select Object page, from the Object list, select Change Request, and click Next.
  5. On the Step 2: Configure Workflow Rule page, in the Rule Name field, enter a name for the workflow; for example, Notify change owner when collision is detected.
  6. In the Evaluation Criteria section, ensure that created, any time it's edited to subsequently meet criteria is selected.
  7. In the Rule Criteria section, from the Field list, select Change Request: Collision Detection State.
  8. From the Operator list, select equals.
  9. In the Value field, enter Collision, and click Save & Next.
  10. On the Step 3: Specify Workflow Actions page, from the Add Workflow Action list, select New Email Alert.
  11. On the New Email Alert page, in the Description field, enter a description for the email alert.
  12. In the Email Template field, select the email template that you created (Collision Detection Email).
  13. From the Recipient Type list, select Owner.
  14. From the Available Recipients list, select Change Request Owner, and click the right arrow.
  15. From the From Email Address list, ensure that Current User's Email Address is selected.
  16. Click Save.
  17. On the Step 3. Specify Workflow Actions page, click Done.
  18. On the Workflow Rule page, click Activate.

To create a workflow to notify that the task is reassigned to another staff member or queue

To create a workflow to notify that the task is reassigned to another staff member or queue, perform the following actions:

  1. (For Salesforce Classic) Navigate to Setup > Build > Create > Workflows & Approvals > Workflow Rules.
    (For Lightning Experience) Navigate to Setup > Platform Tools > Process Automation >  Workflow Rules.
  2. Click the Notify the assigned staff member when a task is created and assigned to the staff member workflow.
  3. Click Clone.
  4. In the Rule Name field, enter Notify the assigned queue/staff member when a task is reassigned to the queue/staff member.
  5. In the Description field, enter Notifies the queue or staff member when a task is reassigned to the queue or staff member.
  6. In the Evaluation Criteria section, select the created, and every time it's edited option.

  7. In the Rule Criteria section, add the following rule:
    {{code language="none"}}
    OwnerId <> $User.Id && ISCHANGED( OwnerId ) && NOT(ISNEW() ) && BMCServiceDesk__state__c = True

    {{/code}}

    Note

    In case the namespace used is different than “BMCServiceDesk__” replace the namespace with the mentioned namespace.

  8. Click Save & Next.
  9. In the Immediate Workflow Actions section, select New Email Alert option from the Add Workflow Action drop-down list.
  10. On the New Email Alert page, enter notify_staff_when_a_task_has_been_re-assigned_to_them in the Description field.
  11. In the Email Template field, select Task Email Template 1 Version 2.0.

  12. In the Recipient Type field, select Owner.

    Note

     In case you want to notify the queue, you must enter the queue email ID in the Queue field.

  13. From the Available Recipients list, select Task Owner, and click the right arrow.
  14. Click Save.
  15. Click Done.
  16. On the Workflow Rule page, click Activate.

Related topic

Searching-for-matching-incidents

Enabling-assignment-of-records-to-both-queues-and-staff-members