[Upcoming release] Extending Workflows to incidents, service requests, problems, and assets in ServiceDesk Plus Cloud
Hello there,
The hallmark of high-performance IT and enterprise service delivery teams is the ability to put their core operations on autopilot while retaining control over the service experience standards that employees demand.
To help your IT team achieve this and exceed employee expectations, we're enhancing the workflow automation and orchestration capabilities in the ServiceDesk Plus Cloud platform. Soon, we are excited to extend Workflows to incidents, service requests, problems, and assets, in addition to the preexisting Workflows for changes and releases.
Register now for our free training on Workflows
in ServiceDesk Plus Cloud
May 7, 2024
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11am CDT | 1pm IST |
The Service Request Workflow Editor in ServiceDesk Plus Cloud.
Frequently asked questions (FAQs)
1. I am currently using Life Cycles in my service desk instance. Will Workflows replace Life Cycles during this release?
No. Workflows will be a separate automation capability and will not interfere with any existing Life Cycles in your service desk instance. But please note, if a template is mapped to a Request/Problem Life Cycle, then a Workflow cannot be applied to that template unless the existing Life Cycle is dissociated from that Template. Similarly, if an Asset Life Cycle is associated with a Product Type, then a Workflow cannot be applied to that Product Type without dissociating it from the Life Cycle.
2. Will this capability be a part of my current edition and subscription?
The availability of a Workflow Editor is dependent on the availability of the corresponding ITSM practice in your subscription. For example, if you are using the Standard edition of ServiceDesk Plus Cloud, then the Incident Workflow Editor will be available by default in your service desk instance. The Service Request Workflow Editor will be available only if you have purchased the Service Catalog add-on or upgrade to the Enterprise edition of ServiceDesk Plus Cloud.
3. What's the difference between Life Cycle and Workflows and which is better?
Life Cycle in ServiceDesk Plus Cloud offers the ability to govern the way your technicians work with incidents, service requests, problems, and assets, by using manual touchpoints called Transitions. These Transitions ensure specific conditions are met before a incident, problem, service request moves from one status to another. Workflows, on the other hand, enable seamless automation of ITSM practices (incidents, service requests, problems, assets, changes, and releases). Workflows come in handy when you are charting multi-path or branched ITSM processes with the goal of end-to-end automation during the execution of these processes.
The choice between Life Cycle and Workflows depends on your priority, whether it's guiding your technician's handling of processes (Life Cycle) or automation of ITSM practices (Workflows).