Use Manual Workflow Steps

Add Steps Manually

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:

1. Navigate to MANAGE> ADMINISTRATION>  Tools> Process Workflows, and open the required process workflow.
   Note: You can add steps to the process workflows that are in draft state.
2. Click the Process Designer tab, and then click Add Step.
3. Drag and drop the manual workflow steps to the canvas.
   The manual workflow steps are added to the process flow. Add the direction of the flow according to your requirements.
4. Double-click the step and Edit Step pane opens.
5. On the Define tab,
   1. Enter the basic properties and mandatory parameters that are necessary for the step.
   2. Select 'Close Ticket Window on Save'. This defines if ticket should be auto closed after execution of the step.
   3. Click Show Advanced Options to provide more information to configure the steps, like:
      1. Mandatory fields to set the required information for a request
      2. Outbound web services operation that is triggered when the action is performed, such as updating tickets and synchronizing the ticket updates on other systems.

      3. 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.

6. Click the Permission tab, search or select the users and groups who can trigger this step.
7. Click the Set tab and configure the values for Set Ticket Parameters. When the process enters this step, the ticket fields are automatically updated according to the values that you select here.
   For example, set the following values for a step Take Ownership of New Request before it moves to the next step:
   • Phase= Fulfillment
   • Status= Active

   • Reason Code= In Progress

     Tip

     Use operators ++ or -- to increment or decrement values of an attribute set in any previous step of the workflow. 
8. To set the notification templates for notifying the respective users, click Notify tab. Use the search field to select a notification template for the process.

9. (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.

   Important

   Mac OS users can delete a link between the steps by holding down the fn key and press Delete simultaneously.

Recommended Automation Steps

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.

Submit for Approval

Using this step you can submit the ticket for approval by tagging specific users or approval groups as required.

To add approvers manually, do the following:

1. Select the Process Designer tab and click Add Step.
2. On the Define tab enter the basic properties and mandatory parameters that are necessary for the step.
3.  On the Approvers tab, specify the following details:
   1. Select the Use Approval Group to add Approvers/Reviewers checkbox to assign an approval group to the ticket. An Approval Group consists of individuals who are eligible to validate the ticket, study the implications of the change and determine whether the proposed change should be accepted or rejected. 
      or
   2. Select the required value from the Contextual Approvers. A Contextual Approver is someone who is involved as an approver/reviewer based on the context of the ticket. The dropdown contains the following values:
      • Assigned Group
      • Assigned Individual
      • Group Lead of Assigned group
      • Manager of Assigned Individual
      • Requester
      • Requested For
      • Manager of Requester
      • Approver(s) of Affected Service
      • Approver(s) of Related service CI
      • Approver(s) of Related Non-Service CI
      • Manager of Requested For
      • Cost Center Approver(s) Requester
      • Cost Center Approver(s) Requested For
   3. To add additional users as approvers, select the required user/s from the Add Additional Users as Approvers drop-down.
   4. To add additional groups as approvers, select the required group/s from the Add Additional Groups as Approvers drop-down. Similarly, you can select the contextual reviewers and additional users and groups as reviewers.
   5. Click Save Step to apply the changes.