Workflows

Workflows are the process of designing and automating a sequence of connected tasks or steps that must be carried out in a precise order to reach a given objective or result. Workflows make it simpler to manage and regulate the flow of work by automating complex processes involving several systems, applications, and services. It often includes a number of processes that are carried out sequentially, depending on the specifications of the activity.

A task, as a sub-component of a workflow, involves carrying out multiple activities to perform specific actions on a single Configuration Item (CI).

Figure: Workflow

You can configure Workflows for Incidents, Service Requests (SRs), and Work Orders. In Workflows, a condition is defined. If this condition is met, the defined workflows are linked and executed. This does not require any manual intervention from the Analysts. Using drag and drop, you can add a skill or condition to the workflow.

Unlock Workflow Benefits: Explore the Infographic for Insights!

Figure: Workflow benefits