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.

Workflows can be edited or deleted using the respective action icons.

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

Label	Action
Name*	Add a name for the workflow.
Description	Add a brief description of the workflow.
Operand	Select the service catalogue from the drop-down menu.
Value	Select a value from the drop-down menu. These values are derived from the 'Service Catalogue' and must be pre-defined.

Note - Without selecting operand, value selection will be in disable mode.

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.

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.

Custom Fileds

Custom field in Report for Request and Change

Offering greater flexibility in managing custom fields and service selections. The selected custom fields effortlessly propagate into the request report, providing comprehensive insights into the service-specific details. The power of personalized workflows, tailored to unique requirements, simplifies the request management process.

You can perform the following actions in the 'Build Form':

• Preview: Preview any section after adding HTML elements.

• Change layout: You can change the layout of added HTML elements.

• Configure: Configure the added HTML elements.

• Delete: Delete the HTML elements that you do not need.

After selecting the required HTML elements, Click 'Configure Windows' to add details.