A process workflow defines how a ticket passes from one step to the other. Defines actions that are performed during the steps till the issue is resolved. You can design a process workflow in the following ways:
Serviceaide Intelligent Service Management provides the following types of predefined process workflows:
Note: For more information about predefined process workflows, see Predefined Process Workflows.
Review the following prerequisites before designing a process workflow:
A process workflow defines the lifecycle of a ticket from the point when it gets submitted till it is resolved.
If a predefined process workflow matches your requirements, use the same with your customizations. You do not need to create a new process workflow from scratch. |
Follow these steps:
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".
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. |
Note: Entry Criteria Custom Matching criteria have 255 characters limitation. |
Save and publish the process workflow.
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.
In addition to designing process workflows, Tenant administrators can also migrate process workflows from one environment to another. This ensures that the verified and tested workflows can be reused instead of recreating new ones.
To export workflow, follow the below steps:
Navigate to MANAGE> ADMINISTRATION> Tools> Process Workflows and locate the required process workflow.
On the workflow menu, select Export.
The workflow is exported into an XML file and is downloaded to the user’s machine.
The XML file can now be imported into another tenant.
Only Published workflows can be migrated from one tenant to another. |
Import Workflow
To import workflow into another tenant, follow the below steps:
Navigate to MANAGE> ADMINISTRATION> Tools> Bulk Process Data.
Click on ‘Choose file’ to browse and select the exported XML file.
Click on Upload.
On the Browse tab, execute the upload execution.
The imported workflow now appears in the Process Workflow workspace.
While importing a workflow, all dependencies such as users, organizations, categorizations, value lists, custom attributes, task catalogs, task groups, task flows, etc. should be available in the destination environment.
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