Benefits of Using Workflows  

1. Define the workflow process for different modules specific to your organization.
   
2. Pause the workflow until a condition is met or apply actions when a certain time is reached.
   
3. Set up a notification matrix to track a request at every step.
   
4. Associate workflows with templates.
   
5. Provide privileged (role-based) access for technicians to stages and statuses.
   

 Roles Required   

Configure Workflows 

1. Go to Setup > Automation > Workflows.
   
2. Select the respective customer or choose All Customers from the filter in the header.

Workflows can be created for all customers or a specific customer. If the workflow is created for all customers, it can be applied to any request, problem, change, release, or asset, irrespective of the customer. If the workflow is created for a specific customer, it can be applied only to the requests, problems, changes, releases, and assets associated with that particular customer. 

1. Use the module drop-down to navigate to the relevant module.
   
2. Click New Workflow and fill out the following details:
   
3. Name: Enter a relevant name for your workflow. This is a mandatory field.
   
4. Type (displayed only for Changes/Releases module): You can select the workflow type as General/Emergency.
   
1. General workflow - Changes or releases that essentially require the processing of all stages can be associated with general workflows.
   
2. Emergency workflow - Changes or releases that are highly pressed for time and require immediate action can be associated with an emergency workflow. Emergency workflows can be configured with fewer stages and minimal approvals to ensure the product/resource is released immediately.
   
5. Customer: Displays the customer to whom the workflow is applicable. This field cannot be edited.
   
6. Description: Describe the workflow usage or purpose.
   
7. Product Type (displayed only for Assets module): Select the product type for which the workflow is applicable.  

 If a workflow is applicable for a specific customer, all data listed in the workflow will be specific to that customer.  

All Customers: A single workflow is created for a specific product type. It is applied to the asset of that product type during creation, regardless of the customer it is created in.  

Customer-Specific: A single workflow is created for a product type of a specific customer, and is applied to the asset of that product type during creation.

Notifications created within workflows, that are created under the All Customers filter, will be generated for the MSP Base Site.

1. After entering the basic details, click Next. You can start designing the workflow process in the workflow editor based on the selected module:
   
1. Incident Workflow Editor     
   
2. Service Request Workflow Editor
   
3. Problem Workflow Editor
   
4. Change Workflow Editor
   
5. Release Workflow Editor
   
6. Asset Workflow Editor
   

List View Actions    

1. Edit workflow - Click   > Edit to edit a workflow from the Workflow Editor.
   
2. Delete workflow - Click and select Delete. If a workflow is deleted while being used in a module, the workflow will be disabled and marked as inactive.

Inactive workflows will be grayed out in the list view. You can restore an inactive workflow by editing it.  

1. Copy workflow - Click and select Copy.

You cannot copy invalidated workflows.  

1. Mark workflow type - In change and release modules, you can mark general workflows as emergency and vice-versa. Click and select Mark as {Emergency/General}.
   
2. Apply global settings to workflows - Use Global Workflow Settings button to set the visibility of the stage & status in the details page of the specific module. You can also decide who should move a change or release request between stages.
   
3. Set a default workflow - In change and release modules, click to set a default. You can set only one workflow as default. 

Default workflow cannot be deleted or marked as inactive.  

1. View associations - Click   to view the templates associated with a workflow.
   
2. Search through workflows - Click on the toolbar to perform a criteria search. Specify the criteria, value, and click Search.  You can add several criteria by clicking icon.
   
3. Customize the layout - Click   to limit the number of records displayed on the list view and sort the workflows based on a column.