# Configurations

## Configure Workflow

This consists of your workflow's drag-and-drop elements, such as state, action, and condition. This helps create a customised workflow based on your organisational, compliance, or process requirements.

The Build Form contains three main categories of workflow elements, each serving distinct purposes in the workflow automation process:

* State
* Actions
* Conditions

### **State**

Represents different stages or conditions in the workflow lifecycle

State elements define the various phases that a workflow item can exist during its lifecycle. Each state represents a specific condition or stage of processing that requires different actions, permissions, or behaviors.

#### **Open**

The **Open State** serves as the initial entry point for all workflow items. This is the mandatory starting state for new tickets, requests, or incidents as they begin their journey through the workflow process. It establishes the foundation for all subsequent workflow operations and defines the initial parameters for processing.

* Initialise new workflow items with default values
* Set initial assignments and ownership
* Configure entry-level permissions and visibility
* Establish baseline notifications and alerts
* Define starting conditions for workflow progression

![](/files/2f3050cc19179e66e1c2ebf1e3b13ba544fdee84)

Configuration Options

<table><thead><tr><th width="178.60003662109375">Label</th><th width="172.79998779296875">Action</th><th>Description/Example</th></tr></thead><tbody><tr><td><strong>State</strong></td><td>Dropdown Selection</td><td>Select "Open" from the available state options</td></tr><tr><td><strong>Status</strong></td><td>Text Input Field</td><td>Enter custom status name (e.g., "New Ticket", "Initial Request")</td></tr><tr><td><strong>Select Status Color</strong></td><td>Color Picker</td><td>Choose visual indicator color (default: red) for dashboard/queue display</td></tr><tr><td><strong>Mark the status for Response Time</strong></td><td>Toggle Switch</td><td>Enable/disable SLA response time tracking from this state</td></tr><tr><td><strong>Reopen</strong></td><td>Toggle Switch</td><td>Allow tickets to return to the Open State from other states</td></tr><tr><td><strong>Transition State</strong></td><td>Dropdown Selection</td><td>Define the default next state when progressing from Open</td></tr></tbody></table>

#### **In Progress**

The **In Progress State** represents the active work phase where assigned resources are actively working on resolving, completing, or processing the workflow item. This state indicates that work has commenced, and progress is being made toward resolution.

* Track active work and progress updates
* Monitor time spent and resource allocation
* Enable status updates and communication
* Provide escalation triggers based on time thresholds
* Support collaborative work environments.

![](/files/32e06d7b620f6cb4d013738380063231967499b5)

Configuration Options

<table><thead><tr><th width="185.79998779296875">Label</th><th>Action</th><th>Description/Example</th></tr></thead><tbody><tr><td><strong>State</strong></td><td>Dropdown Selection</td><td>Select "In Progress" from available state options</td></tr><tr><td><strong>Status</strong></td><td>Text Input Field</td><td>Enter custom status name (e.g., "Working", "Under Investigation")</td></tr><tr><td><strong>Select Status Color</strong></td><td>Color Picker</td><td>Choose visual indicator color (default: orange) for active work identification.</td></tr><tr><td><strong>Mark As Escalated</strong></td><td>Toggle Switch</td><td>Automatically flag items that remain in this state beyond the threshold</td></tr><tr><td><strong>Reopen</strong></td><td>Toggle Switch</td><td>Allow return to previous states if needed for rework</td></tr><tr><td><strong>Transition State</strong></td><td>Dropdown Selection</td><td>Define the next logical state after work completion</td></tr></tbody></table>

#### **On Hold**

The **On Hold State** represents a temporary suspension of workflow processing while awaiting external input, resources, or conditions. This state maintains the workflow item in the system while clearly indicating that active work cannot proceed until specific requirements are met.

* Pause workflow progression with defined reasons
* Maintain visibility while work is suspended
* Set automatic resume triggers when conditions are met
* Track hold duration for reporting and analysis
* Notify stakeholders of the hold status and requirements

![](/files/0c779c8d0d96be587533e156d196e8f77db9cc38)

Configuration Options

| Label                    | Action             | Description/Example                                                          |
| ------------------------ | ------------------ | ---------------------------------------------------------------------------- |
| **State**                | Dropdown Selection | Select "On Hold" from available state options                                |
| **Status**               | Text Input Field   | Enter custom status name (e.g., "Awaiting Customer", "Pending Approval")     |
| **Select Status Colour** | Color Picker       | Choose visual indicator colour (default: cyan/blue) for hold identification. |
| **Reopen**               | Toggle Switch      | Allow resumption of workflow when hold conditions are resolved               |
| **Transition State**     | Dropdown Selection | Define the target state when the hold is released                            |

#### **Resolved**

The **Resolved State** indicates that the primary work has been completed and a solution has been implemented, but final verification or customer confirmation is still pending. This state represents the completion of technical work, pending validation of the solution's effectiveness.

* Mark solution completion while awaiting verification
* Trigger customer satisfaction surveys
* Enable solution validation processes
* Support knowledge base integration
* Prepare for final closure procedures.

![](/files/b11feedc067b86531bae252cde79fb434db35e06)

Configuration Options

| Label                   | Action             | Description/Example                                                                                                                                                                                         |
| ----------------------- | ------------------ | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **State**               | Dropdown Selection | Select "Resolved" from the available state options                                                                                                                                                          |
| **Status**              | Text Input Field   | Enter custom status name (e.g., "Solution Provided", "Fix Implemented")                                                                                                                                     |
| **Select Status Color** | Color Picker       | Choose visual indicator colour (default: green) for resolution identification.                                                                                                                              |
| **Is Resolve By Event** | Toggle Switch      | Automatically resolve when specific system events occur                                                                                                                                                     |
| **Is Cancelled**        | Toggle Switch      | Allows items (Tickets, Requests, Problems) to be moved into a Resolved-Cancelled state. When enabled, users must provide a cancellation reason, and the closure category is automatically set to Cancelled. |
| **Peer Review**         | Toggle Switch      | Require peer validation before moving to closure                                                                                                                                                            |
| **Transition State**    | Dropdown Selection | Define next state after validation (typically Close)                                                                                                                                                        |

How Cancellation Works

<table><thead><tr><th width="236.39996337890625">Aspect</th><th>Description</th></tr></thead><tbody><tr><td>Resolved-Cancelled State</td><td>Available under the <strong>Resolved</strong> state in the status dropdown on both Panel and Edit pages. Provides a structured way to mark tickets, requests, or problems as “Cancelled” when resolution is not applicable.</td></tr><tr><td>Cancellation Reason</td><td>When selecting “Resolved-Cancelled,” a sidebar prompts the user to enter a <strong>mandatory cancellation reason.</strong> These reasons are documented for <strong>audit</strong> and <strong>reporting</strong> purposes.</td></tr><tr><td>Saving &#x26; Closing</td><td>Once saved, the item’s state updates to <strong>Resolved-Cancelled.</strong> When the item is closed, the <strong>closure category</strong> defaults to “Cancelled.”</td></tr><tr><td>Notifications</td><td>All relevant users and teams are <strong>automatically notified</strong> when an item is moved to the “Resolved-Cancelled” status. Ensures <strong>transparency</strong> <strong>and communication</strong> across stakeholders.</td></tr><tr><td>Audit Trail &#x26; Tracking</td><td>Cancellation actions are <strong>logged in the audit trail.</strong> Trends of cancellations can be analyzed to identify recurring issues, bottlenecks, or non-actionable tickets.</td></tr></tbody></table>

#### **Close**

The **Close State** represents the completion of the workflow with all requirements satisfied, validation completed, and no further action required. This state triggers final reporting, metrics collection, and archival processes.

* Finalize workflow with complete resolution
* Capture closure metrics and categorization
* Execute post-completion procedures
* Archive workflow data for historical reference
* Generate completion reports and analytics.

![](/files/7b632de6a55afc87f77c86b84a9acc8ea039b612)

Configuration Options

<table><thead><tr><th width="169.79998779296875">Label</th><th width="202.5999755859375">Action</th><th>Description/Example</th></tr></thead><tbody><tr><td>State</td><td>Dropdown Selection</td><td>Select "Close" from the available state options</td></tr><tr><td>Status</td><td>Text Input Field</td><td>Enter custom status name (e.g., "Completed", "Successfully Closed")</td></tr><tr><td>Select Status Color</td><td>Color Picker</td><td>Choose visual indicator color (default: dark gray/black) for closure</td></tr><tr><td>Is Exit</td><td>Toggle Switch</td><td>Mark as the final workflow exit point (prevents further transitions)</td></tr><tr><td>Auto Closure</td><td>Toggle Switch</td><td>Enable automatic closure after specified conditions/timeframes</td></tr><tr><td>Peer Review</td><td>Toggle Switch</td><td>Require final review before permanent closure</td></tr><tr><td>Transition State</td><td>Dropdown Selection</td><td>Generally disabled for the closed state (end of workflow)</td></tr></tbody></table>

#### **Approval**

The **Approval State** represents a decision point where workflow progression requires explicit authorization from designated stakeholders. This state enables governance, compliance, and decision-making processes within automated workflows.

* Pause workflow for authorization decisions
* Route approval requests to appropriate stakeholders
* Support multiple approval methods (email, system, mobile)
* Handle approval hierarchies and delegation
* Manage timeout scenarios and escalations

![](/files/163a6ebc15038f5b3ae293ec2ed5c8706abf5988)

Configuration Options

<table><thead><tr><th width="178.60003662109375">Label</th><th width="192">Action</th><th>Description/Example</th></tr></thead><tbody><tr><td><strong>State</strong></td><td>Dropdown Selection</td><td>Select "Approval" from the available state options</td></tr><tr><td><strong>Status</strong></td><td>Text Input Field</td><td>Enter custom status name (e.g., "Pending Approval", "Awaiting Authorization")</td></tr><tr><td><strong>Select Status Color</strong></td><td>Color Picker</td><td>Choose visual indicator color (default: purple) for approval identification.</td></tr><tr><td><strong>Auto Submit</strong></td><td>Toggle Switch</td><td>Automatically submit for approval when entering this state</td></tr><tr><td><strong>Transition State</strong></td><td>Dropdown Selection</td><td>Define the next state for approved items</td></tr></tbody></table>

Approval Configuration Section

| Label                                           | Action             | Description/Example                                            |
| ----------------------------------------------- | ------------------ | -------------------------------------------------------------- |
| **Request approval from the reporting manager** | Toggle Switch      | Route to the immediate supervisor based on the org chart       |
| **Send to Requester with approval access.**     | Toggle Switch      | Send the approval request back to the original requester       |
| **Send to Random Requester**                    | Toggle Switch      | Route to randomly selected approver from pool                  |
| **Send to Team Members**                        | Toggle Switch      | Route to specific team members for group approval              |
| **Team\***                                      | Dropdown Selection | Select target team for approval routing (required field)       |
| **Note:**                                       | Information Text   | "User must have view & edit permission for configured process" |

Email Approval Template Configuration

| Label                      | Action           | Description/Example                                                              |
| -------------------------- | ---------------- | -------------------------------------------------------------------------------- |
| **Subject**\*              | Text Input       | Default: "{{display\_id}} submitted for approval"                                |
| **Message Body**           | Rich Text Editor | Customizable email template with merge fields                                    |
| **Available Merge Fields** | Dynamic Tokens   | {{approvee\_name}}, {{display\_id}}, {{basic\_info.summary}}, {{approval\_link}} |
| **Formatting Options**     | Toolbar Controls | Bold, Italic, Underline, Lists, Text alignment                                   |
| **Macro Support**          | Text Input       | "Type {{ To Add Macros" for dynamic content insertion                            |

Approval Outcomes

The approval state typically branches into two paths:

* **Accepted:** Green button leading to next workflow state
* **Rejected:** Orange button leading to rejection handling state

{% hint style="warning" %}
**Request More Information in the Approval State**
{% endhint %}

In the Approval state, approvers are provided with multiple action options to handle the request effectively.

By default, the following actions are available across supported modules such as [Ticket,](/infraon-help/infinity-user-guide/ticket-management.md) [Request,](/infraon-help/infinity-user-guide/request-management.md) [Problem,](/infraon-help/infinity-user-guide/problem-management.md) and [Change](/infraon-help/infinity-user-guide/change-management.md):

<table><thead><tr><th width="241.20001220703125">Action</th><th>Description</th></tr></thead><tbody><tr><td><strong>Accept</strong></td><td>Approves the request and moves it to the next stage in the workflow.</td></tr><tr><td><strong>Reject</strong></td><td>Rejects the request and stops further processing based on workflow configuration.</td></tr><tr><td><strong>Request More Information</strong></td><td>Allows the approver to pause the approval and request additional details from the submitter before making a decision.</td></tr></tbody></table>

![](/files/a6399601a28275743fc2ce38f4141debeadac54b)

#### **Approval (Change Management)**

The Approval state represents a decision point where workflow progression requires authorization. The workflow pauses at this state until an **approval action** is completed, after which it proceeds based on the configured outcome.

{% hint style="warning" %}
This Approval configuration is specific to the **Change workflow** and includes additional approval routing options, such as the Change Manager and CAB.
{% endhint %}

{% hint style="info" %}
For all other modules, the Approval configuration follows the standard implementation documented [here.](/infraon-help/infinity-user-guide/infraon-configuration/infraon-automation/workflow/configurations.md#approval)
{% endhint %}

**Configuration Options**

![](/files/33ac78adc28091960e73f367fb60399568e8dc6d)

<table><thead><tr><th width="193">Label</th><th width="201.199951171875">Action</th><th>Description/Example</th></tr></thead><tbody><tr><td><strong>State</strong></td><td>Dropdown Selection</td><td>Select Approval to define this step as an approval stage in the workflow</td></tr><tr><td><strong>Status</strong></td><td>Text Input Field</td><td>Enter a status name to represent this stage (e.g., Pending Approval, Awaiting CAB Approval)</td></tr><tr><td><strong>Select Status Color Standard</strong></td><td>Color Picker</td><td>Assign a color to visually distinguish the approval state in the workflow</td></tr><tr><td><strong>Transition State</strong></td><td>Dropdown Selection</td><td>Define the next state to which the workflow will move after approval is completed</td></tr></tbody></table>

**Approval Configuration**

This section defines how approval requests are routed. You can configure one of the following approval types:

* **Approval –** Route approval to users, teams, or the Change Manager
* **Is CAB Approval –** Route approval to CAB (Change Advisory Board)
* **Reporting Manager –** Route approval to the requester's reporting manager

Approval

Used for routing approvals to specific users, teams, or the Change Manager.

<img src="/files/c89fa9b1f50d851eeda1f590349c2af9cab0128e" alt="" width="563">

<table><thead><tr><th width="233">Label</th><th width="180.199951171875">Action</th><th>Description/Example</th></tr></thead><tbody><tr><td><strong>Send to Requester with approval access</strong></td><td>Toggle Switch</td><td>Allows the requester to approve the change</td></tr><tr><td><strong>Send to Random Requester</strong></td><td>Toggle Switch</td><td>Routes approval to a randomly selected user from the requester pool</td></tr><tr><td><strong>Send to Team Members</strong></td><td>Toggle Switch</td><td>Routes approval to selected team members</td></tr><tr><td><strong>Send to Change Manager</strong></td><td>Toggle Switch</td><td>Routes approval to the assigned Change Manager; the approval link is sent via email and available in the technician portal</td></tr><tr><td><strong>Team*</strong></td><td>Dropdown Selection</td><td>Select the team whose members will receive the approval request (mandatory when team-based routing is enabled)</td></tr></tbody></table>

**Is CAB Approval**

Used for routing approvals to CAB (Change Advisory Board), typically for high-impact or planned changes.

![](/files/960b92c926e11997c534fc9cb2426be41e865a6c)

<table><thead><tr><th width="181">Label</th><th width="203">Action</th><th>Description/Example</th></tr></thead><tbody><tr><td><strong>Is ECAB Approval</strong></td><td>Toggle Switch</td><td>Enables ECAB (Emergency CAB) approval for urgent changes</td></tr><tr><td><strong>Cab Team*</strong></td><td>Dropdown Selection</td><td>Select the CAB team responsible for reviewing and approving the change</td></tr></tbody></table>

**Reporting Manager**

Used for hierarchical approval based on organizational structure.

<img src="/files/bd9844a539959210f7c460b64c58a55f2cda1c3f" alt="" width="563">

| Label                          | Action         | Description/Example                                                                                                     |
| ------------------------------ | -------------- | ----------------------------------------------------------------------------------------------------------------------- |
| **Reporting Manager Approval** | System Routing | Automatically routes the approval request to the requester's reporting manager as defined in the organization hierarchy |

**Email Approval Template Configuration**

Defines the email content sent to approvers.

<table><thead><tr><th width="195.39996337890625">Label</th><th width="182.4000244140625">Action</th><th>Description/Example</th></tr></thead><tbody><tr><td><strong>Subject*</strong></td><td>Text Input</td><td>Define the email subject (default: {{display_id}} submitted for approval)</td></tr><tr><td><strong>Message Body</strong></td><td>Rich Text Editor</td><td>Configure the email body with approval details and instructions</td></tr><tr><td><strong>Available Merge Fields</strong></td><td>Dynamic Tokens</td><td>Insert dynamic values such as {{approvee_name}}, {{display_id}}, {{basic_info.summary}}, {{approval_link}}</td></tr><tr><td><strong>Formatting Options</strong></td><td>Toolbar Controls</td><td>Apply formatting such as bold, italic, lists, and alignment for better readability</td></tr><tr><td><strong>Macro Support</strong></td><td>Text Input</td><td>Use {{ }} syntax to insert dynamic fields into the email template</td></tr></tbody></table>

**Approval**

* Workflow pauses when it reaches the Approval state
* Approval request is sent based on the configured approval type
* Approvers can take action via:
  * Email approval link
  * Technician portal

{% hint style="info" %}
**Approval Outcomes**

* **Accepted →** Workflow moves to the configured Transition State
* **Rejected →** Workflow follows the rejection path as defined
  {% endhint %}

{% hint style="warning" %}

* Only one approval routing type is applied per configuration
* Change Manager approval is supported across all Change types
* CAB approval is typically used for Major or controlled changes
  {% endhint %}

#### **Review**

The Review card is used to configure a **Post Implementation Review (PIR)** process in request workflows. It allows selected users or teams to review a completed request, provide comments, and, optionally, trigger an automatic status transition after the review.

Configuration Options

![](/files/62e28220614e42c1ec0f7655ddbc48a7fda398d4)

<table><thead><tr><th width="173.79998779296875">Label</th><th width="169.39996337890625">Action</th><th>Description / Example</th></tr></thead><tbody><tr><td>State</td><td>Select State</td><td>Select <strong>Review</strong> as the state for which the review process is configured. This determines when the review action becomes available in the request lifecycle.</td></tr><tr><td>Status</td><td>Enter Status Name</td><td>Define the status name displayed to users when the request enters the review stage.<br><br><strong>Example:</strong> Post Implementation Review</td></tr><tr><td>Select Status Color</td><td>Choose Color</td><td>Assign a color to visually identify the Review status on the workflow and request grid.</td></tr><tr><td>Transition Status</td><td>Select Status</td><td>Configure the status the request should <strong>automatically move to after the review is completed.</strong><br><br>If no transition status is selected, the request remains in the Review status after completion.</td></tr><tr><td>Team</td><td>Select Team</td><td>Select the team responsible for performing the review. Only users belonging to this team can access the review action.<br><br><strong>Note:</strong> Users must have view and edit permission for the configured process.</td></tr><tr><td>Email Review Template – Subject</td><td>Enter Subject</td><td>Define the subject of the email sent to the review team when the request is submitted for review.</td></tr><tr><td>Email Review Template – Message Body</td><td>Enter Message</td><td>Configure the email content sent to reviewers. Supports macros for dynamic values. Default action buttons (Approve / Reject) are included automatically.</td></tr><tr><td>Macros</td><td>Insert Macros</td><td>Use macros to include dynamic request details in the email content.<br><br><strong>Example:</strong> Request ID, Request Title, Requested By.</td></tr></tbody></table>

### **Actions**

Action blocks represent automated tasks that execute during workflow state transitions. These blocks enable workflow automation by performing predefined operations, such as field updates, state transitions, notifications, and third-party integrations, without requiring manual intervention.

#### **Transfer State**

The Transfer State Action automatically moves workflow items between different states based on predefined conditions or triggers. This action enables automated workflow progression and routing based on business logic, eliminating the need for manual state transitions.

* Automate state transitions based on conditions
* Route workflow items to appropriate processing states
* Enable conditional workflow branching
* Support time-based and event-driven transitions
* Maintain audit trail of state changes

Configuration Options

<table><thead><tr><th width="141">Label</th><th width="175">Action</th><th>Description/Example</th></tr></thead><tbody><tr><td><strong>State*</strong></td><td>Dropdown Selection</td><td><p>Select the target state for transition from available options.</p><ul><li><strong>Open:</strong> Return to initial processing state</li><li><strong>In Progress:</strong> Route to active work state</li><li><strong>On Hold:</strong> Move to suspended processing state</li><li><strong>Resolved:</strong> Transition to solution completion state</li><li><strong>Close:</strong> Move to final workflow completion state</li><li><strong>Approval:</strong> Route to authorization/decision state</li></ul></td></tr></tbody></table>

#### **Set Value**

The Set Value Action automatically assigns or updates field values during workflow execution. This action enables dynamic field population based on conditions, calculations, or predefined business rules, ensuring consistent data management across workflow processes.

* Automate field value assignment
* Support dynamic calculations and conditional logic
* Enable bulk field updates during transitions
* Maintain data consistency across workflow states
* Support both static and calculated value assignments

Configuration Options

<table><thead><tr><th width="180.20001220703125">Label</th><th width="197.39990234375">Action</th><th>Description/Example</th></tr></thead><tbody><tr><td><strong>Add Data and Value</strong></td><td>Dynamic Section</td><td>Container for field assignment configurations</td></tr><tr><td><strong>+ Add</strong></td><td>Button</td><td>Add new field-value assignment pairs</td></tr><tr><td><strong>Operand*</strong></td><td>Dropdown Selection</td><td><p>Select the target field for value assignment.<strong>Available Operand Fields:</strong><br></p><ul><li><strong>Priority</strong>: Set incident/request priority level</li><li><strong>Impact</strong>: Define business impact assessment</li><li><strong>Urgency</strong>: Set time-sensitivity classification</li><li><strong>Severity</strong>: Assign technical severity rating</li></ul></td></tr><tr><td><strong>Value*</strong></td><td>Dropdown/Input Field</td><td><p>Define the source value or calculation.<strong>Available Options:</strong></p><ul><li>Critical (Red indicator): Highest priority level</li><li>High (Orange indicator): Elevated priority level</li><li>Medium (Blue indicator): Standard priority level</li><li>Low (Green indicator): Lowest priority level</li></ul></td></tr></tbody></table>

Configuration Examples

| Scenario              | Operand  | Value    | Business Rule                                 |
| --------------------- | -------- | -------- | --------------------------------------------- |
| **VIP Customer**      | Priority | High     | Automatic priority elevation for VIP accounts |
| **After Hours**       | Urgency  | Low      | Non-critical hours classification             |
| **Production Impact** | Impact   | High     | System-wide impact assessment                 |
| **Security Incident** | Severity | Critical | Security-related escalation                   |

#### **Send Email**

The Send Email Action triggers automated email notifications to stakeholders during workflow execution. This action supports template-based communication with dynamic content insertion, enabling comprehensive management of workflow events through notifications.

* Automated stakeholder notifications
* Template-based email composition
* Dynamic content and merge field support
* Multi-recipient support with role-based routing
* Rich text formatting and attachment support

Configuration Options

<table><thead><tr><th width="155.4000244140625">Label</th><th width="186.59991455078125">Action</th><th>Description/Example</th></tr></thead><tbody><tr><td><strong>To*</strong></td><td>Dropdown Selection</td><td><p>Select email recipients from available options<strong>Available Recipient Options:</strong></p><ul><li><strong>Team Group Emails:</strong> Distribution lists for team communication</li><li><strong>Team Members:</strong> All members of the assigned team</li><li><strong>Team Level Members:</strong> Hierarchical team structure recipients</li><li><strong>Requester:</strong> Original workflow initiator</li><li><strong>Team Lead/Owner:</strong> Team leadership roles</li><li><strong>Assignee:</strong> Currently assigned resource</li><li><strong>Submitter:</strong> User who submitted the request</li><li><strong>Follower:</strong> Users following the workflow item</li><li><strong>Reported By:</strong> User who reported the issue</li><li><strong>Asset Vendor:</strong> External vendor contacts</li></ul></td></tr><tr><td><strong>Cc</strong></td><td>Additional Field</td><td>Carbon copy recipients (optional)</td></tr><tr><td><strong>Subject*</strong></td><td>Text Input</td><td>Email subject line with merge field support</td></tr><tr><td><strong>Message Body</strong></td><td>Rich Text Editor</td><td>Email content with formatting options</td></tr><tr><td><strong>Formatting Toolbar</strong></td><td>Controls</td><td>Bold (B), Italic (I), Underline (U), Lists, Alignment</td></tr><tr><td><strong>Macro Support</strong></td><td>Text Input</td><td><p>"Type {{ To Add Macros" for dynamic content.</p><p> </p><p>Used to insert dynamic details into approval emails, such as Request fields, dates, and Asset information. When an Impact Service is selected, its custom fields also appear as macros and can be added to the email content.</p></td></tr><tr><td><strong>Is Resend</strong></td><td>Toggle Switch</td><td>Enable/disable resend functionality</td></tr></tbody></table>

Email Template Configuration

| Component           | Description                       | Example                                          |
| ------------------- | --------------------------------- | ------------------------------------------------ |
| **Subject Line**    | Dynamic subject with merge fields | "Incident {{ticket\_id}} - {{status}} Update"    |
| **Merge Fields**    | Dynamic content insertion         | {{requester\_name}}, {{due\_date}}, {{priority}} |
| **Rich Formatting** | Professional email presentation   | Bold headers, bullet lists, signatures           |
| **Macro Support**   | Advanced dynamic content          | Conditional text, calculated values              |

#### **Send SMS**

The Send SMS Action delivers automated text message notifications for time-sensitive or urgent workflow events. This action provides immediate mobile communication capabilities for critical updates and alerts.

* Instant mobile notifications
* Character-optimized messaging
* Role-based SMS routing
* Critical alert delivery
* Mobile-friendly communication

Configuration Options

<table><thead><tr><th width="172.20001220703125">Label</th><th width="194.199951171875">Action</th><th>Description/Example</th></tr></thead><tbody><tr><td><strong>To*</strong></td><td>Dropdown Selection</td><td><p>Select SMS recipients from available options<strong>Available SMS Recipient Options:</strong></p><ul><li><strong>Requester:</strong> Original workflow initiator</li><li><strong>Team Lead/Owner:</strong> Team leadership roles</li><li><strong>Assignee:</strong> Currently assigned resource</li><li><strong>Submitter:</strong> User who submitted the request</li><li><strong>Follower:</strong> Users following the workflow item</li><li><strong>Reported By:</strong> User who reported the issue</li><li><strong>Asset Vendor:</strong> External vendor contacts</li></ul></td></tr><tr><td><strong>Message Body</strong></td><td>Text Area</td><td>SMS content (character limit considerations)</td></tr><tr><td><strong>Macro Support</strong></td><td>Text Input</td><td>"Type {{ To Add Macros" for dynamic content</td></tr><tr><td><strong>Is Resend</strong></td><td>Toggle Switch</td><td>Enable/disable resend functionality</td></tr></tbody></table>

#### **App Integration**

The **App Integration Action** enables workflow automation to interact with third-party applications and systems through API calls and integration nodes. This action extends workflow capabilities beyond the Infraon platform to create comprehensive automation solutions.

* Third-party system integration
* API-based data exchange
* External process automation
* Custom integration development
* Bi-directional data synchronization

Configuration Options

<table><thead><tr><th width="191.4000244140625">Label</th><th width="209.199951171875">Action</th><th>Description/Example</th></tr></thead><tbody><tr><td><strong>Select App*</strong></td><td>Dropdown Selection</td><td>Choose the target application for integration</td></tr><tr><td><strong>Action*</strong></td><td>Dropdown Selection</td><td>Select a specific integration action to perform</td></tr><tr><td><strong>Requester Parameters</strong></td><td>JSON Configuration</td><td>Define request parameters for API calls</td></tr><tr><td><strong>Form Parameters(0)</strong></td><td>Dynamic Section</td><td>Additional form-based parameters</td></tr><tr><td><strong>Test</strong></td><td>Button</td><td>Test integration configuration</td></tr><tr><td><strong>Add Custom JSON</strong></td><td>Button</td><td>Add custom JSON parameter configuration</td></tr><tr><td><strong>Generate JSON</strong></td><td>Button</td><td>Auto-generate JSON from form inputs</td></tr><tr><td><strong>View</strong></td><td>Link</td><td>View current parameter configuration</td></tr></tbody></table>

Integration Capabilities

| Integration Type          | Description                      | Use Cases                              |
| ------------------------- | -------------------------------- | -------------------------------------- |
| **ITSM Tools**            | Service management platforms     | Ticket synchronization, status updates |
| **Monitoring Systems**    | Infrastructure monitoring        | Alert correlation, auto-remediation    |
| **Communication Tools**   | Chat and collaboration platforms | Team notifications, status updates     |
| **Business Applications** | ERP, CRM, HR systems             | Data validation, process automation    |
| **Custom APIs**           | Organization-specific systems    | Tailored integration requirements      |

Configuration Examples

| Scenario               | App    | Action            | Parameters                                               |
| ---------------------- | ------ | ----------------- | -------------------------------------------------------- |
| **Slack Notification** | Slack  | Post Message      | {"channel": "#incidents", "message": "{{summary}}"}      |
| **Asset Update**       | CMDB   | Update CI         | {"ci\_id": "{{asset\_id}}", "status": "{{new\_status}}"} |
| **Monitoring Alert**   | Nagios | Acknowledge Alert | {"host": "{{hostname}}", "service": "{{service}}"}       |

#### **Send via WhatsApp**

The Send via WhatsApp action allows workflows to send automated **WhatsApp notifications** to selected recipients when specific conditions or state transitions occur.

This action integrates with the [WhatsApp Marketplace App](/infraon-help/infinity-user-guide/marketplace/whatsapp.md) configuration. Ensure that WhatsApp is configured and templates are enabled before using this action. Its enables:

* **Real-time notifications** to users via WhatsApp
* Supports **template-based** communication for consistency
* Reduces **dependency on email/SMS** for critical updates
* Improves user engagement and response time
* Allows event-driven messaging (e.g., ticket created, assigned, resolved)

It can be added to any workflow stage, such as:

* Ticket Management
* Request Management
* Problem Management
* Change Management

**How it works**

1. Admin configures [WhatsApp](/infraon-help/infinity-user-guide/marketplace/whatsapp.md) integration from Marketplace
2. Templates are enabled and made available
3. Workflow is configured with the Send via WhatsApp action
4. When the workflow is triggered:
5. Selected template is fetched
6. Variables are resolved dynamically
7. Message is sent via configured API
8. Delivery status is handled by the external provider

**Configuration Options**

Configuration Details | Send via WhatsApp

<table><thead><tr><th width="165.79998779296875">Label</th><th width="154.20001220703125">Action</th><th>Description / Example</th></tr></thead><tbody><tr><td><strong>To *</strong></td><td>Select recipient</td><td><p>Choose the recipient of the WhatsApp message. Supported options are based on the workflow selected:<br></p><ul><li>Requester</li><li>Assignee</li><li>Team Lead / Owner</li><li>Submitter</li></ul></td></tr><tr><td><strong>Template *</strong></td><td>Select template</td><td>Select a WhatsApp template configured in the Marketplace. Only enabled templates will be available.</td></tr><tr><td><strong>API URL</strong></td><td>Auto filled</td><td>Displays the complete API endpoint for sending messages. This is derived from the Marketplace configuration.</td></tr><tr><td><strong>Base URL</strong></td><td>Auto filled</td><td>Shows the base URL of the configured WhatsApp provider.</td></tr><tr><td><strong>WABA ID</strong></td><td>Auto filled</td><td>Displays the WhatsApp Business Account ID configured in the integration.</td></tr><tr><td><strong>Phone Number ID</strong></td><td>Auto filled</td><td>Shows the registered business phone number ID used for sending messages.</td></tr><tr><td><strong>API Key</strong></td><td>Auto filled</td><td>Displays the API key (if applicable). This field is secured and may be masked.</td></tr><tr><td><strong>Secret Key</strong></td><td>Auto filled</td><td>Displays the authentication key used for API authorization.</td></tr><tr><td><strong>Version</strong></td><td>Auto filled</td><td>Indicates the API version configured (e.g., v19.0).</td></tr><tr><td><strong>App Name</strong></td><td>Auto filled</td><td>Displays the configured application name (e.g., WhatsApp).</td></tr><tr><td><strong>Save</strong></td><td>Click action</td><td></td></tr></tbody></table>

{% hint style="success" %}
Click **Save** to store the WhatsApp action configuration within the workflow.
{% endhint %}

![](/files/25e50616c3388c29fbeb942617ff5ff7ad92d9b5)

{% hint style="info" %}

* WhatsApp integration must be configured before using this action
* Templates must be enabled in Template Configuration
* The recipient must have a valid phone number mapped in the system
* Message delivery depends on the external provider’s API response
  {% endhint %}

### **Conditions**

Condition blocks establish logical criteria that control workflow behavior and routing. These blocks enable intelligent decision-making within workflows by evaluating data values against predefined business rules, allowing workflows to respond dynamically to different scenarios and requirements.

#### **If Conditions**

The If Condition Block creates conditional logic branching within workflows by evaluating specified criteria and executing different workflow paths based on the results. This block serves as the primary decision-making component, enabling workflows to respond intelligently to varying data conditions and business scenarios.

* Create conditional logic branching within workflows
* Evaluate field values against specified criteria
* Enable dynamic workflow routing based on real-time data
* Support complex boolean logic with multiple conditions
* Provide workflow automation with intelligent decision capabilities

Configuration

The If Condition block uses a three-column configuration approach:

| Component    | Purpose                     | Configuration Options                  |
| ------------ | --------------------------- | -------------------------------------- |
| **Operand**  | Field or data to evaluate   | System and custom fields               |
| **Operator** | Comparison method           | Equality, comparison, pattern matching |
| **Value**    | Target value for comparison | Static values, dynamic references      |

Configuration Options

| Label            | Action             | Description/Example                                      |
| ---------------- | ------------------ | -------------------------------------------------------- |
| **+ Add Rule**   | Button             | Add additional condition rules to create complex logic   |
| **AND/OR Logic** | Toggle Options     | Define logical relationships between multiple conditions |
| **If**           | Condition Prefix   | Identifies the conditional statement                     |
| **Operand**      | Dropdown Selection | Select a field or parameter to evaluate                  |
| **is**           | Operator Connector | Links operand to the comparison operator                 |
| **Operator**     | Dropdown Selection | Choose a comparison method for evaluation                |
| **Value**        | Dropdown Selection | Select or input the target value for comparison          |

Using the 'Save' option saves the workflow. The workflow changes and conditions are added when they are published.

{% hint style="info" %}
Workflows must always begin in an 'Open' state and end in a 'Closed' state. All other states are optional.
{% endhint %}

## **Build Form**&#x20;

The Build Form section enables administrators to design and customize the ticket workflow form according to their organization's and operational requirements. It consists of drag-and-drop HTML elements that can be used to add custom fields and modify the layout of sections.

{% hint style="info" %}
**Note:** Workflows must always start with an 'Open' state and end with 'Closed.' All other states are optional.
{% endhint %}

**Macros |** Details

When configuring workflow items, you can use macros to instantly insert real-time information into emails, SMS, or notifications. Technicians can quickly generate clear and complete notifications by embedding these macros into workflow configurations.

The following Macros can be availed:

* Asset (IP Address, Hostname, etc.)
* Basic Info (Severity, Event Message, etc.)
* NCCM (Job Failure Reason, Running Changes, etc.)
* Resource (Type, Name, etc.)
* Assignment Information (Group Name, Assignee, etc.)
* Change Management (Manager, etc.)
* Close Information (Type, Note, etc.)
* IT Asset Custom Fields

### **Custom Fields**

A custom field is a configurable data field that allows administrators to extend the standard ticket form with organization-specific attributes. It enables teams to capture additional information required for process control, compliance tracking, or reporting, beyond the predefined fields available in the system.

Custom fields can be created using various input types such as **Text**, **Dropdown**, **Checkbox**, **Date**, or **Number** fields. These can be placed across multiple sections — **General, Assignment, Resolution,** and **Closure** — to gather context-specific details at different stages of the ticket lifecycle.

<table><thead><tr><th width="149">Label</th><th width="273.4000244140625">Description</th><th>Example / Use Case (Ticket Workflow)</th></tr></thead><tbody><tr><td><strong>Heading</strong></td><td>Used to add section headers or titles within the ticket form. It helps in organizing different segments for clarity.</td><td>Add a heading like “Customer Information” or “Ticket Details” at the top of a section.</td></tr><tr><td><strong>Email</strong></td><td>Allows users to add a field to capture or display an email address.</td><td>Add a field to record the requester’s email or assignee’s email for communication.</td></tr><tr><td><strong>Phone Number</strong></td><td>Adds a field for entering or displaying a contact number.</td><td>Use it to capture the customer’s phone number for direct communication.</td></tr><tr><td><strong>Number</strong></td><td>Inserts a numeric-only field. Useful for fields requiring numerical input.</td><td>Use it for Ticket ID, Asset ID, or Priority Value (e.g., 1 = Critical, 2 = High).</td></tr><tr><td><strong>Text</strong></td><td>Adds a single-line text field for short inputs.</td><td>Capture Requester Name, Domain, or Subject of the incident.</td></tr><tr><td><strong>Text Area</strong></td><td>Adds a multi-line input field suitable for longer text entries.</td><td>Use it for Ticket Description, Resolution Notes, or Comments.</td></tr><tr><td><strong>Dropdown</strong></td><td>Creates a drop-down list with predefined options for consistent selection.</td><td>Use it for Category, Impact, Urgency, or Department selection.</td></tr><tr><td><strong>Checkbox</strong></td><td>Adds a checkbox input for binary (Yes/No) or multiple selections.</td><td>Use it to confirm Acknowledgment, User Agreement, or mark SLA Breach.</td></tr><tr><td><strong>Radio</strong></td><td>Provides a list of options where only one can be selected.</td><td>Use it for Ticket Type (e.g., Incident / Service Request / Problem).</td></tr><tr><td><strong>Date</strong></td><td>Adds a calendar field for selecting a specific date.</td><td>Use it to set Reported Date, Due Date, or Resolution Date.</td></tr><tr><td><strong>DateTime</strong></td><td>Adds a date and time picker to capture both date and time values.</td><td>Use it for Ticket Creation Timestamp or Escalation Schedule.</td></tr><tr><td><strong>Divider</strong></td><td>Adds a horizontal separator to distinguish different sections visually.</td><td>Place a divider between the Assignment Section and the Resolution Section for clarity.</td></tr></tbody></table>

Each section in the workflow (such as General, Assignment, Resolution, and Closure) can be customized independently.

<table><thead><tr><th width="181.79998779296875">Section</th><th width="327.800048828125">Description</th><th>Example / Use Case</th></tr></thead><tbody><tr><td><strong>General Section</strong></td><td>This section typically contains the basic and mandatory details of the ticket, such as requester information, date, issue details, and classification fields. It acts as the entry point for ticket data.</td><td>Fields like Requester Name, Email, Category, Priority, Date, Domain, etc.</td></tr><tr><td><strong>Assignment Section</strong></td><td>This section focuses on details related to ticket ownership, technician assignment, or team allocation. It helps define who is responsible for addressing the issue.</td><td>Fields like Assignee Name, Assigned Department, Assignment Date, and Contact Number.</td></tr><tr><td><strong>Resolution Section</strong></td><td>Used for recording details related to the issue’s resolution. Technicians can document the solution, steps taken, and attach any supporting data.</td><td>Fields like Resolution Summary, Resolution Date, Technician Remarks.</td></tr><tr><td><strong>Closure Section</strong></td><td>This section is used at the final stage of the ticket workflow, where confirmation of closure and validation details are captured.</td><td>Fields like Closure Code, Customer Feedback, Verification Notes, and Closure Date.</td></tr></tbody></table>

{% hint style="info" %}
You can preview each section by clicking the **Preview** button next to the section header to visualize how it will appear on the actual ticket form.
{% endhint %}

#### **Steps to Create Custom Fields**

1. **Choose a Section**

* Identify the section where you want to add the new fields: General, Assignment, Resolution, or Closure.
* Each section has a dedicated preview area to visualize the form.

![](/files/b0ab91ac94fe20652ca232e072b10ed962f8215c)

2. **Add Content**

* From the Add content here panel on the left, drag and drop the required element (e.g., Text, Dropdown, Date, Checkbox) into the section.
* You can add multiple fields depending on your data collection needs.

![](/files/d0fc13944deef853dc23eac80dbbec3a14bbfe91)

3. **Configure the Field**

* Once dropped, click the field to configure its label, field type, placeholder text, mandatory status, or default values.
* Example: For a Text field, rename it to “Requester Department” and make it mandatory.

![](/files/0de33d76a079f7a15f36081d63fe6039455e6be7)

4. **Arrange the Layout**

* You can reorder the fields or add Dividers and Headings for better form structure and readability.

![](/files/1ed7e6f9058927a4e9115ba3cbb77ff7fd7c8f18)

5. **Preview and Save**

* Click Preview to check how the fields will appear in the ticket form.
* Once satisfied, click Save to update the workflow form layout.

6. **Publish Changes**

* Select Publish to make the updated form available for users during ticket creation or processing.

### **Use Case Story: Time-Barred vs. Non-Time-Barred Tickets**

The IT team needs to distinguish between **time-barred** and **non-time-barred** tickets during ticket creation. This classification helps monitor compliance, prioritize time-sensitive issues, and ensure SLA adherence.

To achieve this, a **custom checkbox field** named **“Time-Barred Ticket”** is added to the **General Section** of the ticket workflow.

#### **Configuration Steps**

* Navigate to Workflow → Configure Workflow → Build Form.
* In the General Section, drag and drop the **Checkbox** element from the left panel.
* Configure the field as shown below:

**Checkbox Field Configuration**

<table><thead><tr><th width="177">Label</th><th width="165.00006103515625">Action</th><th>Description / Example</th></tr></thead><tbody><tr><td><strong>Field Type</strong></td><td>Dropdown</td><td>Select <strong>Checkbox</strong> as the input type to allow a proper/false selection.</td></tr><tr><td><strong>Label</strong></td><td>Input</td><td>Enter the display name for the field, e.g., <strong>Time-Barred Ticket</strong>.</td></tr><tr><td><strong>Option 1 (Label under item)</strong></td><td>Input</td><td>Specify how the option will appear to the user — e.g., <em>Enable if the ticket is time-barred.</em></td></tr><tr><td><strong>Option-1 (Value under item)</strong></td><td>Input</td><td>Define the system value for the selection, e.g., <em>True</em>.</td></tr><tr><td><strong>Show &#x26; Require Fields Based on Checkbox Selection</strong></td><td>Toggle</td><td>Enable this if you want to show or require additional fields only when the checkbox is selected. For example, if “Time-Barred Ticket” is checked, you might display a “Reason for Delay” field.</td></tr><tr><td><strong>Add Item</strong></td><td>Button</td><td>Add multiple checkbox options if needed. In most cases, one option is sufficient.</td></tr><tr><td><strong>Show on Add Page</strong></td><td>Toggle</td><td>Turn on if this field should be visible when creating a new ticket.</td></tr><tr><td><strong>Show on Self Service Portal</strong></td><td>Toggle</td><td>Enable this to make the checkbox visible for end users submitting tickets via the self-service portal.</td></tr><tr><td><strong>Save</strong></td><td>Button</td><td>Click to save the checkbox field configuration.</td></tr></tbody></table>

![](/files/c5181b67ebd0b5af572143f10193f82540a41509)

#### **Behavior in the Ticket Workflow**

* When creating a ticket, the **Time-Barred Ticket** checkbox appears in the **General Section**.
* If **checked**, the ticket is categorized as a **Time-Barred** case.
* If **unchecked**, it is recorded as a **Non-Time-Barred** case.
* The field is visible both to technicians (in add/edit forms) and optionally to end users (if enabled for the self-service portal).

#### **Integration with Widgets and Reports**

Once implemented, this custom field can be leveraged in analytical widgets and dashboards.

* In the **Count Summary Widget**, the system displays the **total number of Time-Barred** and **Non-Time-Barred tickets** based on the checkbox selection.
* Under **Widget Configuration**, you can now also use **Location** in the **Group By** option.
  * Example: View the count of *Time-Barred* vs *Non-Time-Barred* tickets by **Location**, **Department**, or **Technician**.

![](/files/c5ddd16402154c072851af3cc6e9f932d9aca5a7)

#### **Outcome**

* The organization gains **real-time visibility** into time-sensitive tickets.
* Teams can **track SLA breaches** more effectively.
* Management dashboards now provide **categorized insights** based on the new custom checkbox field.

#### **Example**

In the monthly summary widget, you can now view:

* *10 Time-Barred Tickets* and *25 Non-Time-Barred Tickets* under the “Network Support” team.
* Filter or group these results further by **Location** to analyze regional ticket handling performance.

### **Use Case: Auto-Mandatory Fields Based on Checkbox/Input**

This use case demonstrates how to configure a **checkbox custom field** in the workflow form such that:

* Selecting the checkbox dynamically displays associated fields.
* Certain fields become **mandatory** based on checkbox selection.
* Filling in associated fields can mark the checkbox as mandatory.
* A group dropdown is included within the custom field for enhanced functionality.

![](/files/54a908afadeba51cfdd1c88d452f22cbe695562d)

#### **Configuration Steps**

* Navigate to Workflow → Configure Workflow → Build Form.
* In the General Section, drag and drop the **Checkbox** element from the left panel.
* Configure the field as shown below:

![](/files/a3503835708f0fd73806eb18067fc0b7b394f908)

<table><thead><tr><th width="193.79998779296875">Label</th><th width="195.4000244140625">Action</th><th>Description / Example</th></tr></thead><tbody><tr><td><strong>Field Type</strong></td><td>Text</td><td>Defines form input as a checkbox</td></tr><tr><td><strong>Label</strong></td><td>Text</td><td>Main field label on form, e.g., <strong>Payment Type</strong></td></tr><tr><td><strong>Label (for option 1)</strong></td><td>Text</td><td>Checkbox label for first option, e.g., <strong>Online</strong></td></tr><tr><td><strong>Value (for option 1)</strong></td><td>Text</td><td>Value stored if Online is selected, e.g., online</td></tr><tr><td><strong>Action (for option 1)</strong></td><td>Cross icon</td><td>Remove this option from the configuration</td></tr><tr><td><strong>Show &#x26; Require Fields Based on Checkbox Selection</strong></td><td>Toggle</td><td>Enables showing/mandating fields on selection</td></tr><tr><td><strong>Fields to display on Checkbox selection (Online)</strong></td><td>Dropdown / Multi-select</td><td>Fields revealed when Online is selected, e.g., <strong>Credit Card Number, CVV</strong></td></tr><tr><td><strong>Mandatory Fields on Checkbox selection (Online)</strong></td><td>Dropdown / Multi-select</td><td>Fields required if Online is selected, e.g., <strong>Credit Card Number, CVV</strong></td></tr><tr><td><strong>Label (for option 2)</strong></td><td>Text</td><td>Checkbox label for the second option, e.g., <strong>COD</strong></td></tr><tr><td><strong>Value (for option 2)</strong></td><td>Text</td><td>Value stored if COD is selected, e.g., COD</td></tr><tr><td><strong>Action (for option 2)</strong></td><td>Cross icon</td><td>Remove this option from the configuration</td></tr><tr><td><strong>Show &#x26; Require Fields Based on Checkbox Selection</strong></td><td>Toggle</td><td>Enables showing/mandating fields on selection</td></tr><tr><td><strong>Fields to display on Checkbox selection (COD)</strong></td><td>Dropdown / Multi-select</td><td>Fields revealed when COD is selected, e.g., <strong>Delivery Address, Address Type.</strong></td></tr><tr><td><strong>Mandatory Fields on Checkbox selection (COD)</strong></td><td>Dropdown / Multi-select</td><td>No compulsory fields set for this option</td></tr><tr><td><strong>Show on add page</strong></td><td>Toggle</td><td>Field not visible on direct add</td></tr><tr><td><strong>Show on Self Service Portal</strong></td><td>Toggle</td><td>Field visible on the self-service portal</td></tr></tbody></table>

#### **Behavior in Ticket Creation Form**

When creating a ticket, the **custom field** appears alongside other customer details, such as phone number and **Email**.

![](/files/7ab76dd06e878b09dec8ac29a609e31ab4b31d1f)

Dynamic behavior based on selection

* **Online selected:**
  * Fields displayed: Credit Card Number, CVV
  * Mandatory fields: Credit Card Number, CVV

![](/files/12abe077406664d53ac2a353c478e316a02e81ed)

* **COD selected:**
  * Fields displayed: Delivery Address, Address Type
  * Mandatory fields: None

![](/files/2901b0a2721864161ce383a28e22529e961cb816)

The checkbox selection automatically governs which fields are **displayed** and **required**, providing dynamic validation in the ticket form.


---

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