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1. Log in to the Intelligent Service Management and navigate to MANAGE> ADMINISTRATION> Tools> Process Workflows.
2. To create a new process workflow perform the steps 3 to 7. To create a process workflow from an existing process workflow go to step 8.
3. Click New Process Flow. Enter the information such as process flow name, form type and tag names for search.
   Click Save & Proceed. The process designer window opens.

4. Configure the Entry Criteria to the process workflow. For more information, see Configure Entry Criteria. Please note that a process workflow must have at least one step after the Entry Criteria. If you try to publish a workflow with only Entry Criteria you will get an error stating "The Process Flow is not valid".

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   If you have not migrated the old auto routes to the process workflows, it is recommended to create a matching condition. When the matching condition is empty, Intelligent Service Management will not verify the old auto route for matching conditions to process the requests. Intelligent Service Management verifies the process workflows and then verifies the existing auto-routes for the matching condition for routing the requests.

   
   

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   Note: Entry Criteria Custom Matching criteria have 255 characters limitation.

   
   

5. Click the Add Step tab. Add manual and automated workflow steps to the process flow. For more information, see Use Manual Workflow Steps and Use Automation Steps.
   Note: To migrate the existing workflow actions to process designer, click Use migration utility to migrate existing auto routes. For more information, see Migrate to Process Designer.

6. Save and publish the process workflow.

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   To validate that the process workflow is complete, click Validate> Process flow. If the process workflow contains incomplete steps, an error message displays and the steps are marked in Red. Update the incomplete steps appropriately and validate again.

   Note: You cannot delete a process workflow that is in published state.

7. Verify that the process is properly configured. For more information, see Verify Process Workflow.
8. Create a process workflow from an existing one:
   1. Select the process workflow that you want to use as a template to design a process workflow. Click down-arrow and click Copy.
   2. Enter the name of the new process workflow and click Save. A new process workflow is created.
   3. Double-click the saved process workflow. The workflow opens in a new tab.
   4. Edit the process workflow according to your requirements by adding or removing steps and modifying the entry criteria.
   5. Perform steps 6 to 7 to save and publish the process workflow.

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