Add the manual steps to the process to complete the flow. The manual steps perform tasks on tickets such as submission for approval, assign to respective groups or users, and update.
Follow these steps:
Configure the matching conditions to display or hide actions on the ticket. Defining the matching conditions help in branching the process flow according to the permissible actions. The availability of actions depends upon the conditions that are configured in the process flow. For example, consider that a ticket is raised for the procurement of a computer. You can define which actions need to be available on the ticket at the fulfillment phase based on different matching conditions:
For desktop, Procure from the IT Department.
For laptop, Procure from Vendor.
The process flow provides the actions according to the selected condition. If you do not define any conditions, both the actions are available for the ticket.
Matching condition option is not available for Auto Route with Workflow Action, On Approval, and On Reject steps. |
Reason Code= In Progress
Use operators ++ or -- to increment or decrement values of an attribute set in any previous step of the workflow. |
(Optional) To delete a step, select the step and click the delete icon. A confirmation message displays, click Yes.
Note: The deleted steps are available under Archived Steps on the same pane. You can add these steps again to the process when necessary.
Mac OS users can delete a link between the steps by holding down the fn key and press Delete simultaneously. |
The following manual workflow steps are supported in the Process workflow:
Group | Manual Workflow Step | Represented Icon | Description |
---|---|---|---|
Assignment | Assign to Individual | This step assigns the ticket to an analyst in other groups. | |
Assign to Group | This step assigns the ticket to another group. | ||
Accept Assignment | This step assigns the ticket to the current user. | ||
Reassign to last Assigned Group | This step assigns the ticket to the previously assigned group. | ||
Reassign to last Assigned Individual | This step assigns the ticket to the previously assigned analyst. | ||
Reassign in Group | This step assigns the ticket to the previously assigned group. | ||
Create | Create Service Request | This step creates a ticket as a service request. | |
Create Incident | This step creates a ticket as an incident. | ||
Create Problem | This step creates a ticket as a problem. | ||
Create Change | This step creates a ticket as a change. | ||
Auto-Create Tasks | This step creates a ticket using task templates. | ||
Approval | Submit for Approval | This step submits the ticket for approval. | |
Withdraw from Approval | This step removes the ticket from the approval process. | ||
Auto Assign | Auto Assign across Process Flows | This step reassesses the entry criteria with other process flows. | |
Auto Assign within Process Flow | This step reassigns the ticket with in the process flow. This action on the ticket results in a ticket being rerouted. If an automation step is linked to the current process flow, the automation step may not be executed. The old fields are deleted from the ticket. Based on the new process flow that is identified for the ticket, new fields are added to the automation steps. | ||
Relate | Relate to Global Issue | -- | This step relates ticket to global ticket. |
Other | Check for Open Tasks | This step verifies for open child tasks. | |
Delete Ticket | This step deletes a ticket. | ||
Update Ticket | None | This step updates the attributes of the ticket. |
Using this step you can submit the ticket for approval by tagging specific users or approval groups as required.
The Administrator can add the Cost center approver and Cost center approval group while creating a user. Upon Submit for Approval, the request is sent for approval to these contacts (cost center approver or approval group), if the user is associated with the ticket. For more information see Manage Users |
To add approvers manually, do the following: