Workflow Management

You can configure rules for forwarding tasks and requests, as well as escalation and activation rules, workflow templates, and other related options.

Workflow Management encompasses Request Fulfillment, Change and Release Management, Task and Business Process Automation inclusing approval proccesses, and in many cases, the automation behind the Service catalogue request fulfillment.

Before Analysts in your organization can start using the Workflow Management module, you must configure it based on your organization’s requirements.

The following options are available

Workflow Management Settings	Enables you to configure global workflow management settings
Approval Attributes	Enables you to create attribute categories related to an approval which are not recorded in the main details window
Approval Types	Enables you to define approval types for individual approvals, such as: Passed, or In Review
Request Action Types	Enables you to define and rename brief descriptions of the activity the history item is recording, such as: Email Sent or Letter Attached
Request Attributes	Enables you to create categories of information related to a request which are not recorded in the main details window
Request Custom Profiles	Enables you to define profiles for which values can be selected in the Request Details window
Request Impact	Labels indicating the potential effect request may have on business processes
Request Implementation Profiles	Enables you to define reasons why a request is closed, such as: Cancelled, Implemented, or Rejected
Request Implementation States	Enables you to define implementation states that can be chosen when an Analyst closes a request
Request Link Types	Enables you to define labels describing the nature of the link or relationship between requests
Request Physical Statuses	Enables you to rename the physical status of a request that is automatically applied throughout its lifecycle
Request Phases	This window contains options that apply only to Nano. Enables you to define request phases to represent the various stages of a request at a given point in time. Request phases are displayed in Nano as a segmented graphical representation on the request details
Request Priority	Labels indicating the order in which requests should be considered
Request Risks	Levels of risk that requests can represent to your organization if not actioned
Request Screen Set	Enables you to define various screen sets for requests
Request Stakeholder Roles	Enables you to define different types of stakeholder who are interested in the request
Request Completion Statuses	Enables you to define status categories indicating the status of a request when it is closed
Request Urgency	Labels indicating how long it will be until a request may impact business processes
Request Types	Enables you to define labels indicating the nature of the request being logged.
Task Action Types	Enables you to define labels used to break a task down into the separate activities that comprise it
Task Attributes	Categories of information related to a task which are not recorded in the main details window
Task Custom Profiles	Enables you to define profiles for which values can be selected in the Task Details window
Task Phases	Enables you to define the various stages of a task
Task Physical Statuses	Enables you to rename the physical status of a task or approval that is automatically applied throughout its lifecycle
Task Priority	Labels indicating the urgency of a task
Task Screen set	Enables you to define various screen sets for tasks
Approval Screen Set	Enables you to define various screen sets for approvals
User Approval Task Screen Set	Enables you to define various screen sets for User approval tasks
Closure Task Screen Set	Enables you to define various screen sets for closure tasks
External Supplier Task Screen Set	Enables you to define various screen sets for external supplier tasks
Task Status Titles	Enables you to define labels indicating the statuses a task can acquire when it is deferred, forwarded or completed
Task Types	Enables you to define labels indicating the nature of the task being logged.
Workflow Management History Types	Enables you to assign descriptive names for the system defined history types
Request History Filters	Enables you to define filters for the information that is presented in the request history
Workflow Processes	Enables you to add and enable workflow processes