Define Workflows

You can automate business  for streamlining your processes with standardized workflows by utilizing this powerful workflows. You can define different types and levels of approvers, send notification to different persona using different medium.

To create or design a workflow, the required details should be entered by an Administrator in the subsequent tabs:

• General Details

• Trigger Condition

General Details

The General Details step enables you to enter all the basic information required to create a Workflow.

To create a workflow, perform the following steps:

1. Navigate to Admin > Infrastructure > General > Workflow.
   The Workflows page is displayed.
   
   Figure: Workflows
   

2. Click + New Workflow to create a new workflow.

   The Create Workflow page is displayed.
   
   Figure: Create Workflow
   

3. Enter the required details as described in the following table.

   Field	Description
   Workflow Name	Enter the workflow name for which a new workflow is being created. Ensure that the entered workflow name is unique and does not have any duplicates. You can enter a maximum of 200 characters
   Project	Select the project in which the workflow is created. The selected project defines the workflow scope and ensures unique identification within that project.
   Execution Order	Specify the numeric order in which eligible workflows are executed. Workflows run in ascending order, with lower values executed first.
   Module	Select the module from the available list (Incident, Knowledge, or Problem) for which the workflow is created.
   Instance	Select the instance (Department) for which the workflow is created.
   Object	Select the form from the list on which the workflow runs. The selected object determines the available fields for defining trigger conditions.
   Description	Enter a brief description of the workflow to provide additional context and purpose.

4. Click Next: Trigger Condition.
   The Trigger Condition step is displayed.
   
   Figure: Trigger Condition
   

5. The criteria that determine when the workflow is triggered. You can configure the workflow to run for all records:
   

   • No Condition (Always Trigger)

   • Conditional
     

6. Click Create & Open to creates the workflow and opens it for further configuration.
   The application saves the entered details and navigates to the workflow designer page.
   
   Figure: Workflow Designer
   

Trigger Condition

In the Set Trigger & Conditions stepper, you have an option to establish Trigger event and Condition that prompts the execution of the workflow. Configure the trigger events (created or updated) to initiate the specified trigger. Ensure that the defined condition criteria are satisfied to activate the corresponding action.

No Condition (Always Trigger)

Select the No Condition (Always Trigger) to make the workflow eligible for execution for every record of the selected object when the defined action type (Create, Update, or both) occurs. No additional criteria are evaluated. By default, No Condition (Always Trigger) is selected.

Conditional

A condition is defined using a field, an operator, and a value, and it determines which records are processed by the workflow. Multiple conditions can be combined using AND/OR operators to create complex logic, and the condition builder is used to configure when the workflow actions are executed upon a request.

Select the Conditional to define specific criteria that must be met for the workflow to execute.


Figure: Conditional

Note

The event that triggers workflow execution. The workflow can run on record creation, update, or both, with both options selected by default.

There are two Condition Action Types:

• Add Rule

• Add Group

Add Rule

Adds a condition by selecting an object field, operator, and value to define when the workflow should trigger. Each rule is evaluated against the selected object’s field dictionary to control execution.


Figure: Create Workflow

A condition consists of the following three parts:

To add a Condition, perform the following steps:

1. Click + Add Rule to view the Field, Operator and Value fields.
   

2. Select the condition for the Field, Operator and Value fields.
   

3. Click Create & Open.
   

   You can add more than one Rule and Group the conditions. For more information, refer Grouping of Conditions.
   

Add Group

Adds a logical group to combine multiple conditions using AND/OR operators for structured evaluation.

To add a Condition using Add Group, perform the following steps:

1. Click + Add Group to view the Field, Operator and Value fields.
   
   Figure: Create Workflow
   

2. Select the condition for the Field, Operator, and Value fields.
   

3. Click + Add to add more group for the conditions.
   

   Figure: Create Workflow
   

4. Click Create & Open.

Grouping of Conditions

Multiple conditions can be grouped and evaluated together using logical operators such as AND/OR. The grouping functionality enables structured evaluation of these conditions. The AND/OR condition provided and the sequence of execution will be performed as shown below: