Creating a workflow

The following procedure describes the mechanics of creating a workflow. Make sure you are familiar with the workflow palette and tools before you start.

Important: A workflow can cause changes to incidents. Thoroughly test your workflows in a development environment before you use them on open incidents.
  1. In the Workflows tab, click New Workflow.
  2. Enter a name for the workflow. If possible, make the name unique and indicative of its purpose. The API Name is generated automatically. It is used by app developers. Therefore, use the default name unless directed otherwise.
  3. Enter a description of the workflow. It is useful in helping other administrators to understand the purpose of the workflow.
  4. Assign the workflow to one type of object, such as incident, note, milestone, task, attachment, artifact, or data table. Not all workflow types are available for all object types.
  5. Click in the diagram and use the Start Event icon already present or click the Start Event icon.

    You can use the expand icon () to use the whole page for ease-of use in creating your workflow. Click the icon again to restore the workflow page when you are done. If you do not see the tools in the diagram, use your mouse wheel to zoom in on the diagram.

  6. Use the palette or icons in the diagram to add the components you need.

    For information about adding functions to the workflow, see Using Functions and Associated Scripts.

  7. Use the connector tool to connect the components as needed. Connectors are directional so you must click the output of one item first then connect it to the input of the next component.
  8. If you have inclusive or exclusive gateways, be sure to set the conditions of the output paths as described in Using Conditions and Scripts.
  9. Conclude the workflow by adding the End Event component.
  10. For usability, you can double-click the yellow dot on each connector to open the text box and provide a short description of what is expected when this path is used. You can click the text box afterward and drag it to another position.
  11. Click Save. The platform checks your workflow for any configuration errors.

If you see an invalid workflow message, review your diagram for problems.

Deleting a workflow

If a workflow is referenced in a rule or another workflow, you must remove the reference before you can delete it.

Use the delete icon () to delete the workflow.

Deleting a reference to a workflow in a parent workflow does not remove that reference in any running instances of the parent workflow. In this case, you can wait until those instances complete before you delete the workflow or you must terminate those running instances.