Dear Users,

We are elated to announce the upcoming enhancements in workflows. Below is a brief run-through of the same.

Workflows for Incident/Service Request, Problem and Asset

• Workflow is an automation that admins can configure to ensure the smooth and systematic closure of an incident, service, or problem request or an asset.

• Admins can use the following nodes to configure workflows and associate them with incident/service and problem requests or asset records when the requests/records do not have a life cycle associated.

• Admins can now configure workflows for incident, service, and problem requests and asset records under Setup > Automation > Workflows.

• Separate workflows can be created for incident and service requests.

Workflow Builder UI Enhancements

• The UI of workflow editor, workflow execution view, and PDF views has been optimized for better user experience.

• Mini Stencil View allows users to add nodes in a single right-click.   

Associate Workflows

• Workflow configuration can be applied to incident/service/problem requests by associating templates and workflows.

• Templates can be associated either with a Workflow or a Life Cycle. Never both.

• For incident/service/problem requests, workflows will be assigned to the respective templates under Setup.

• When creating an incident/service/problem request, the workflow will be applied from the template configuration.

• For the assets, workflows will be created for a specific product type. After asset creation, the workflow will be assigned based on the product type. One product type can have only one workflow associated.

• In the Product Type list view, a new column is added to indicate if a product is using a Workflow or a Life Cycle. 

Assign/Revoke Workflow

Status Restriction using Workflows for Request/Problem

Approval Enhancements in Service Request Workflows

• Resource-based approvals can be created using the Resource Condition node.

• Parallel approvals can be created using Fork and Join nodes.

• Approval Status of a request can be set using the Field Update node after the required approval process is completed.

Workflow Execution

Workflow field and workflow execution details are shown in the request/problem/asset detailspage and list views. Workflow execution and associated details are not accessible to requesters.

Note : All upgrades and feature releases, will be in-service and there won't be any downtime or service interruption.

Stay tuned for more updates!!! We will update here once these upgrades are unwrapped in live

Please share your thoughts/queries/feedback.

For more information , kindly refer to https://www.manageengine.com/products/service-desk/cloud/pre-release-notes.html

Thanks and regards,

Ramyaa Raj