> For the complete documentation index, see [llms.txt](https://docs.infraon.io/infraon-help/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.infraon.io/infraon-help/infinity-user-guide/infraon-configuration/infraon-automation/workflow/advanced-options.md).

# Advanced Options

Advanced configurations in workflow include:

**Field Constraints** - Used to define role-based privileges on the incident components. Fields can be hidden or made mandatory for selected statuses and roles. Worklog can be made mandatory for roles and statuses. For example, for the role of an IT Support Operator, while the incident status is 'Working *(In Progress)*, all closure-related fields *(Closure Note, Closed By, Close Type, Agreed Closure Date, and Actual Closure Date)* can be hidden, and fields like Diagnosis and Note can be made mandatory.  Multiple constraints can be added to define limitations for all roles.

**Permissions -** This enables or disables role-based permissions for Incident actions. Actions like commenting on the wall, KB searches, adding attachments, adding tasks, defining relations, and escalating can be customized. For example, an API user can be restricted from adding attachments or tasks.

{% hint style="info" %}
Workflows can be edited or deleted using the respective action icons.
{% endhint %}

## **What you see on the screen**

You can see the following details on the screen:

* Title
* Description
* Created On
* State
* Services
* Action

### **Instructions to 'Add Workflow'**

* Go to Infraon Configuration -> Workflow
* Click the Add New Workflow -> Incident

<table data-header-hidden><thead><tr><th width="280"></th><th></th></tr></thead><tbody><tr><td><strong>Label</strong> </td><td><strong>Action</strong> </td></tr><tr><td>Name* </td><td>Add a name for the workflow.</td></tr><tr><td>Description </td><td>Add a brief description of the workflow.</td></tr><tr><td>Operand </td><td>Select the service catalogue from the drop-down menu.</td></tr><tr><td>Value </td><td>Select a value from the drop-down menu. These values are derived from the 'Service Catalogue' and must be pre-defined.</td></tr></tbody></table>

{% hint style="info" %}
**Note** - Without selecting operand, value selection will be in disable mode.&#x20;
{% endhint %}

After adding respective details, click Create. There are two tabs here.

**Build Form | Configure Workflow**

Before adding the build form, you need to know its components:

Build Form has five sections: Add Content Here, General Section, Assignment Section, Resolution Section, and Closure Section. Please note that the contents of the build form can be used in any of the four sections of the incident workflow.

* 'Add Content Here' consists of drag-and-drop HTML elements that can be inserted into any of the four sections mentioned above.
* After inserting any HTML elements, the 'Properties' column appears with two tabs: 'General' and 'Editor.' Details added in the 'General' tab are updated in the 'Editor' tab in HTML. Additionally, there are three toggle buttons;
  * Mandatory - Enable to mark the field mandatory
  * Show on add page - displays the field on the 'Add Incident' page.
  * Show on the customer portal - displays the field on the customer portal.

Click the 'Save' button to save the Properties.

{% hint style="info" %}
**Note:** The build form adds customized fields to the existing incident form's general, assignment, resolution, and closure sections. These are optional elements. You may skip them and go directly to the Configure Windows tab.
{% endhint %}

#### **Configure Status**

**Reopen:** This state allows users to bring back tickets, incidents, or requests that were previously marked as resolved or closed. Items requiring additional attention, further investigation, or follow-up actions can be re-initiated without creating new records.


---

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