Task Workflow

Upon creating a ticket/change/problem/request, the default status is 'Open,' situated at the top of the status hierarchy. Additional statuses can be arranged below 'Open' through drag-and-drop functionality. The final status will typically be either 'Closed' or 'Resolved.'

Build Form | Configure Windows

Configure Windows has three sections: State, Actions, and If Conditions. To complete the workflow, these drag-and-drop HTML elements are placed in the 'Configure Windows' area.

State | Actions | If Conditions

Label	Action	Description
Open	By default, the state is open and new.	This is the initiation of workflow.
In Progress	Drag the in-progress button below the open state.	showsThe In-progress state is added to show that the workflow is in a progressive state. You may add the In-Progress button and define the state and status.
Approval	Drag the Approval button below the 'in-progress' state, 'on-hold' or 'open' state.	Approval shows that the workflow status is in an approval state for acceptance or rejection by the approval team. You may configure the Approval button and define the state and status.
On Hold	Drag the on-hold button below the open or the In-progress state.	On Hold shows that workflow is on hold due to some conditions. You may configure the On Hold button and define the state and status.
Resolved	Drag the resolved button directly after the 'open' or below the 'in-progress' or 'on-hold' state.	Resolved shows that workflow status is being resolved. You may configure the Resolved button and define the state and status.
Close	Drag the Close button after the Resolved state.	Close shows that the workflow status is being closed. You may configure the Close button and define the state and status.

PIR ( Post Implementation Review) - This functionality is a post-implementation review for valuable insights and feedback about the change implementation. Infraon determines the review team that comments on the process and delivers feedback on the implementation process, including problems faced and resolutions given. This enhances ITSM workflows, facilitating continuous improvement.

State | Actions | If Conditions

Actions are performed after the state is defined.

Label	Action	Description
Transfer State	Drag Transfer state if you want to change a specific state and status.	It generally comes after the 'If Conditions' button is applied to change or set the original state.
Set Value	Drag the Set value button under any state to set the predefined value.	Set Value has five operands: Priority, Status, Impact, Urgency, and Severity. And, It has three values: High, Medium, and Low. Set any operand to the desired value.
Send Email	Drag Send Email button under any state.	To, Subject, and Description boxes must be added to proceed further. Select one value from the dropdown menu to add the 'To' box, and write on the subject and description box. Click 'Save' to save it.
Send SMS	Drag Send SMS under any state.	Add 'To' and Description boxes to proceed further. Select one value from the dropdown menu to add the 'To' box, and write on the description box. Click 'Save' to save it.

Enhanced change management by introducing the "Ask for Change" functionality. This replaces the rejection option and allows changes to be requested during the review process. The transition state is activated upon request for changes, facilitating a seamless transition to the open state for effective change management.

State | Actions | If Conditions

Label	Action	Description
If Conditions	Drag the 'If Conditions' button under any state to implement conditions.	You can later configure conditions by putting correct values. 'If Conditions' has four sections: Operand, Operator, value, and Relation. Based on Operand and Operator selection, Value selection shows varying options. You can add more 'Relation' 'ADD' or 'OR' from the dropdown menu.

Note: Since conditions are optional, you can publish the incident workflow without adding them.

Email Notification for approval process:

Enhanced approval functionality in workflows, such as the ticket workflow. Easily add an approval state with options for approval and rejection. Configure email settings when the approval is accepted, triggering automatic email notifications. This functionality applies to all workflows, ensuring efficient communication and streamlined approval processes.