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Using Workflows with Service Manager

Workflows are used to drive both manual interactions and automation on a request record.

Before You Begin

  • Be familiar with how to use the Workflow Designer
  • Know how to use Configuration to change application settings

Where Workflows are Used

Workflows can be used on incidents, requests, problems, known errors, changes, and releases.

There is a hierarchy of where workflows can be set to determine which workflow is used when a request is raised.

  • Request Catalog Item
    This is a request template that is made available on the portals and to the service desk. A workflow can be associated to each request catalog item. If no workflow is specified, a default workflow set on the associated service will be used.

  • Service
    A default workflow can be specified on a service that will apply to all requests that are are created without using a request catalog item or a workflow has not been specified on the request catalog item.

  • Default Settings
    There is a setting for each request type where you can specify which workflow is used. By default these are not set. If a request has not been allocated a workflow by the request catalog item or the service, it will look at these default settings. If a workflow is not specified in these settings, the request will be raised without a workflow.

    Setting Description
    app.requests.defaultBPMProcess.change The default workflow to be used when logging a Change and no process is specified.
    app.requests.defaultBPMProcess.incident The default workflow to be used when logging an Incident and no process is specified
    app.requests.defaultBPMProcess.knownerror The default workflow to be used when logging a known error and no process is specified.
    app.requests.defaultBPMProcess.problem The default workflow to be used when logging a Problem and no process is specified.
    app.requests.defaultBPMProcess.release The default workflow to be used when logging a Release and no process is specified.
    app.requests.defaultBPMProcess.service The default workflow to be used when logging a Service Request and no process is specified.

    Workflow Tracker

    The Workflow Tracker is a graphical representation of the workflow that is displayed at the top of a request. This is an optional display which uses stages and checkpoints within a workflow to visualize the progress. The workflow tracker will be displayed when:

    • On a single stage workflow, at least one checkpoint has been set up.
    • There is more than one stage in a workflow.

Using Workflow Utilities

Hornbill provides a set of workflow utilities that can be used to facilitate date-related functions as well as operations to convert and manipulate data.

cleanse data concatenate strings get dates and timestamps format dates

For example, you can ____ to convert characters in a string from uppercase to lowercase

Further Learning

Explore courses in Hornbill Academy:

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