In Episode 3, we'll explore how organizations can use visual workflows to systematize various ITSM practices, like incident management; service request fulfillment; and change, release, and project management. Learn how to design graphical life cycles and workflows on an easy-to-use canvas to guide IT teams, minimize errors, and ensure perfect adherence to organizational processes.
In this episode, we'll dive deep into the following:
- Step-by-step procedures to build request life cycles
- Configurations to automate multiple actions, including mandating and updating fields, sending notifications, executing custom functions, and aborting processes across the life cycle
- Multi-stage change and release workflows with automated approvals, user notifications, field updates, and more
- Task dependency mapping to trigger tasks in a sequential order
- Gantt charts to map milestones and tasks across projects
Frequently Asked Questions
Yes, when you edit an existing workflow, it will apply automatically to the associated change request.
You can create a new project in the Projects module or by using the Quick actions menu in the application header. You can assign the required project roles to users by going to Admin > Users, then edit the user and update the Project Role.
Yes, you can add approval nodes for the necessary stages in the change workflow to trigger them automatically.
You can add up to six stages to a change workflow. You can also customize additional statuses for every change stage under Admin > Customization.
No. You can configure a change workflow using however many stages you need.
You can activate notifications by configuring them. You can trigger contextual notifications using the Notification node available in the change workflow. Further, you can set up notifications for every status of a stage in a change by clicking on the Envelope icon.
You can define change roles under Admin > Customization > Change Management.
No. You can handle change requests with fewer change roles.
Yes, it is possible. You can update the closure code automatically using the Field Update node in the change workflow.
Currently, requesters can't raise a change request in ServiceDesk Plus. Only technicians are allowed to raise a change request. However, requesters can approve changes.
Yes, you can change the request status to Open when you receive a reply from the requester. Ensure that Open On-hold requests upon requester's reply is enabled under Admin > General Settings > Advanced Portal Settings.
For further information, you can write to hello@servicedeskplus.com and we'll be glad to help you.