Build Your Workflow

Create a Workflow

ASM ships with a predefined Change Workflow. All you need to do is update it to reflect the settings you need (Status, assignments, etc) to support your specific Change Process. You can find out more about workflows here.

A workflow is the logic you build to support some level of automation of a request. The request then, is merely the container. It houses all the details of what the user is asking you for; a Change, some software or hardware, or something else they may want or need. The real powerhouse is the workflow itself. In the workflow are all the tasks, AKA "Work Items" or "Ticket", that form the body of work required to fulfill the request. Because of this, you don't actually action or work a request, rather you work the tasks that it contains. Some tasks may be automated, and some might be manual. There are 17 task types available for you to use.

The task options are displayed in the task palette at the top of the diagram when you are in Action mode. Configuring the tasks is easy and intuitive.

Best Practice: Carefully consider the number of email messages you send during a given workflow

Many tasks contain fields that only display whilst in the workflow template. Alemba recommends you do not hide these fields because you will need to configure them in the template. For example, Request Status on Completion is only visible when working with the task in the Workflow template.

Available Task types


Standard task

A basic task type when none of the specific tasks are appropriate


Approval task

Creating an approval that requires an officer to reject or approve it. Depending on the approval status, other linked tasks are executed.


Messaging task

Sending out email and pager messages to various people

Both – Automatic by default

Conditional branching task

Creating conditions and then performing actions based on the conditions. A Conditional Branching task consists of one or more rules


Manage CMDB task

Performing transactions on CMDB items (CI, service, service action, service bundle) and People such as creating, updating, deleting CMDB items/people (also fields associated with CMDB items/people), and links between CMDB items and/or stakeholders. Asset management transactions can also be executed.


Create Request task

Creating a request as a result of this task being completed


User Approval task

Creating approval that is sent to a user via the Self Service Portal


Delay task

Creating a delay in a workflow, this task remains open until a certain time is reached, and is then closed and moves on to the next point in the workflow.


Activation task

Creating an activation checkpoint in a workflow, providing the ability to wait until a certain amount of “activation points” have been generated before the task is activated.


Closure task

Marking the end of a request

Both - Manual by default

Define Change window

Defining change windows to be applied to the CMDB items liked to a request


Run External Procedure

Automatically running an external procedure, i.e. an application outside of ASM, optionally with parameters passed to it.


External Supplier task

Creating tasks to be completed by external officers on the portal


SLM Start task

Starting or resuming events on the SLA that is currently linked to the request. This is equivalent to the button on the Request Service window.


SLM Stop task

Suspending events on the SLA that is currently linked to the request. This is equivalent to the button on the Request Service window.


Outbound Action task

Outbound actions for integrating ASM with a third party application


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