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
Configuration Options
State
Dropdown Selection
Select "Open" from the available state options
Status
Text Input Field
Enter custom status name (e.g., "New Ticket", "Initial Request")
Select Status Color
Color Picker
Choose visual indicator color (default: red) for dashboard/queue display
Mark the status for Response Time
Toggle Switch
Enable/disable SLA response time tracking from this state
Reopen
Toggle Switch
Allow tickets to return to the Open State from other states
Transition State
Dropdown Selection
Define the default next state when progressing from Open
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.
Configuration Options
State
Dropdown Selection
Select "In Progress" from available state options
Status
Text Input Field
Enter custom status name (e.g., "Working", "Under Investigation")
Select Status Color
Color Picker
Choose visual indicator color (default: orange) for active work identification.
Mark As Escalated
Toggle Switch
Automatically flag items that remain in this state beyond the threshold
Reopen
Toggle Switch
Allow return to previous states if needed for rework
Transition State
Dropdown Selection
Define the next logical state after work completion
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
Configuration Options
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.
Configuration Options
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
Resolved-Cancelled State
Available under the Resolved 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.
Cancellation Reason
When selecting “Resolved-Cancelled,” a sidebar prompts the user to enter a mandatory cancellation reason. These reasons are documented for audit and reporting purposes.
Saving & Closing
Once saved, the item’s state updates to Resolved-Cancelled. When the item is closed, the closure category defaults to “Cancelled.”
Notifications
All relevant users and teams are automatically notified when an item is moved to the “Resolved-Cancelled” status. Ensures transparency and communication across stakeholders.
Audit Trail & Tracking
Cancellation actions are logged in the audit trail. Trends of cancellations can be analyzed to identify recurring issues, bottlenecks, or non-actionable tickets.
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.
Configuration Options
State
Dropdown Selection
Select "Close" from the available state options
Status
Text Input Field
Enter custom status name (e.g., "Completed", "Successfully Closed")
Select Status Color
Color Picker
Choose visual indicator color (default: dark gray/black) for closure
Is Exit
Toggle Switch
Mark as the final workflow exit point (prevents further transitions)
Auto Closure
Toggle Switch
Enable automatic closure after specified conditions/timeframes
Peer Review
Toggle Switch
Require final review before permanent closure
Transition State
Dropdown Selection
Generally disabled for the closed state (end of workflow)
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
Configuration Options
State
Dropdown Selection
Select "Approval" from the available state options
Status
Text Input Field
Enter custom status name (e.g., "Pending Approval", "Awaiting Authorization")
Select Status Color
Color Picker
Choose visual indicator color (default: purple) for approval identification.
Auto Submit
Toggle Switch
Automatically submit for approval when entering this state
Transition State
Dropdown Selection
Define the next state for approved items
Approval Configuration Section
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
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
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
State*
Dropdown Selection
Select the target state for transition from available options.
Open: Return to initial processing state
In Progress: Route to active work state
On Hold: Move to suspended processing state
Resolved: Transition to solution completion state
Close: Move to final workflow completion state
Approval: Route to authorization/decision state
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
Add Data and Value
Dynamic Section
Container for field assignment configurations
+ Add
Button
Add new field-value assignment pairs
Operand*
Dropdown Selection
Select the target field for value assignment.Available Operand Fields:
Priority: Set incident/request priority level
Impact: Define business impact assessment
Urgency: Set time-sensitivity classification
Severity: Assign technical severity rating
Value*
Dropdown/Input Field
Define the source value or calculation.Available Options:
Critical (Red indicator): Highest priority level
High (Orange indicator): Elevated priority level
Medium (Blue indicator): Standard priority level
Low (Green indicator): Lowest priority level
Configuration Examples
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
To*
Dropdown Selection
Select email recipients from available optionsAvailable Recipient Options:
Team Group Emails: Distribution lists for team communication
Team Members: All members of the assigned team
Team Level Members: Hierarchical team structure recipients
Requester: Original workflow initiator
Team Lead/Owner: Team leadership roles
Assignee: Currently assigned resource
Submitter: User who submitted the request
Follower: Users following the workflow item
Reported By: User who reported the issue
Asset Vendor: External vendor contacts
Cc
Additional Field
Carbon copy recipients (optional)
Subject*
Text Input
Email subject line with merge field support
Message Body
Rich Text Editor
Email content with formatting options
Formatting Toolbar
Controls
Bold (B), Italic (I), Underline (U), Lists, Alignment
Macro Support
Text Input
"Type {{ To Add Macros" for dynamic content
Is Resend
Toggle Switch
Enable/disable resend functionality
Email Template Configuration
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
To*
Dropdown Selection
Select SMS recipients from available optionsAvailable SMS Recipient Options:
Requester: Original workflow initiator
Team Lead/Owner: Team leadership roles
Assignee: Currently assigned resource
Submitter: User who submitted the request
Follower: Users following the workflow item
Reported By: User who reported the issue
Asset Vendor: External vendor contacts
Message Body
Text Area
SMS content (character limit considerations)
Macro Support
Text Input
"Type {{ To Add Macros" for dynamic content
Is Resend
Toggle Switch
Enable/disable resend functionality
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
Select App*
Dropdown Selection
Choose the target application for integration
Action*
Dropdown Selection
Select a specific integration action to perform
Requester Parameters
JSON Configuration
Define request parameters for API calls
Form Parameters(0)
Dynamic Section
Additional form-based parameters
Test
Button
Test integration configuration
Add Custom JSON
Button
Add custom JSON parameter configuration
Generate JSON
Button
Auto-generate JSON from form inputs
View
Link
View current parameter configuration
Integration Capabilities
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
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}}"}
Actions
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:
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
+ 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.
Build Form
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.
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.
Heading
Used to add section headers or titles within the ticket form. It helps in organizing different segments for clarity.
Add a heading like “Customer Information” or “Ticket Details” at the top of a section.
Allows users to add a field to capture or display an email address.
Add a field to record the requester’s email or assignee’s email for communication.
Phone Number
Adds a field for entering or displaying a contact number.
Use it to capture the customer’s phone number for direct communication.
Number
Inserts a numeric-only field. Useful for fields requiring numerical input.
Use it for Ticket ID, Asset ID, or Priority Value (e.g., 1 = Critical, 2 = High).
Text
Adds a single-line text field for short inputs.
Capture Requester Name, Domain, or Subject of the incident.
Text Area
Adds a multi-line input field suitable for longer text entries.
Use it for Ticket Description, Resolution Notes, or Comments.
Dropdown
Creates a drop-down list with predefined options for consistent selection.
Use it for Category, Impact, Urgency, or Department selection.
Checkbox
Adds a checkbox input for binary (Yes/No) or multiple selections.
Use it to confirm Acknowledgment, User Agreement, or mark SLA Breach.
Radio
Provides a list of options where only one can be selected.
Use it for Ticket Type (e.g., Incident / Service Request / Problem).
Date
Adds a calendar field for selecting a specific date.
Use it to set Reported Date, Due Date, or Resolution Date.
DateTime
Adds a date and time picker to capture both date and time values.
Use it for Ticket Creation Timestamp or Escalation Schedule.
Divider
Adds a horizontal separator to distinguish different sections visually.
Place a divider between the Assignment Section and the Resolution Section for clarity.
Each section in the workflow (such as General, Assignment, Resolution, and Closure) can be customized independently.
General Section
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.
Fields like Requester Name, Email, Category, Priority, Date, Domain, etc.
Assignment Section
This section focuses on details related to ticket ownership, technician assignment, or team allocation. It helps define who is responsible for addressing the issue.
Fields like Assignee Name, Assigned Department, Assignment Date, and Contact Number.
Resolution Section
Used for recording details related to the issue’s resolution. Technicians can document the solution, steps taken, and attach any supporting data.
Fields like Resolution Summary, Resolution Date, Technician Remarks.
Closure Section
This section is used at the final stage of the ticket workflow, where confirmation of closure and validation details are captured.
Fields like Closure Code, Customer Feedback, Verification Notes, and Closure Date.
Steps to Create Custom Fields
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.
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.
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.
Arrange the Layout
You can reorder the fields or add Dividers and Headings for better form structure and readability.
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.
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
Field Type
Dropdown
Select Checkbox as the input type to allow a proper/false selection.
Label
Input
Enter the display name for the field, e.g., Time-Barred Ticket.
Option 1 (Label under item)
Input
Specify how the option will appear to the user — e.g., Enable if the ticket is time-barred.
Option-1 (Value under item)
Input
Define the system value for the selection, e.g., True.
Show & Require Fields Based on Checkbox Selection
Toggle
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.
Add Item
Button
Add multiple checkbox options if needed. In most cases, one option is sufficient.
Show on Add Page
Toggle
Turn on if this field should be visible when creating a new ticket.
Show on Self Service Portal
Toggle
Enable this to make the checkbox visible for end users submitting tickets via the self-service portal.
Save
Button
Click to save the checkbox field configuration.
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.
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.
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:
Field Type
Text
Defines form input as a checkbox
Label
Text
Main field label on form, e.g., Payment Type
Label (for option 1)
Text
Checkbox label for first option, e.g., Online
Value (for option 1)
Text
Value stored if Online is selected, e.g., online
Action (for option 1)
Cross icon
Remove this option from the configuration
Show & Require Fields Based on Checkbox Selection
Toggle
Enables showing/mandating fields on selection
Fields to display on Checkbox selection (Online)
Dropdown / Multi-select
Fields revealed when Online is selected, e.g., Credit Card Number, CVV
Mandatory Fields on Checkbox selection (Online)
Dropdown / Multi-select
Fields required if Online is selected, e.g., Credit Card Number, CVV
Label (for option 2)
Text
Checkbox label for the second option, e.g., COD
Value (for option 2)
Text
Value stored if COD is selected, e.g., COD
Action (for option 2)
Cross icon
Remove this option from the configuration
Show & Require Fields Based on Checkbox Selection
Toggle
Enables showing/mandating fields on selection
Fields to display on Checkbox selection (COD)
Dropdown / Multi-select
Fields revealed when COD is selected, e.g., Delivery Address, Address Type.
Mandatory Fields on Checkbox selection (COD)
Dropdown / Multi-select
No compulsory fields set for this option
Show on add page
Toggle
Field not visible on direct add
Show on Self Service Portal
Toggle
Field visible on the self-service portal
Behavior in Ticket Creation Form
When creating a ticket, the custom field appears alongside other customer details, such as phone number and Email.
Dynamic behavior based on selection
Online selected:
Fields displayed: Credit Card Number, CVV
Mandatory fields: Credit Card Number, CVV
COD selected:
Fields displayed: Delivery Address, Address Type
Mandatory fields: None
The checkbox selection automatically governs which fields are displayed and required, providing dynamic validation in the ticket form.
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