Managed Instance Presentation Advanced Administration- Service Catalog

1. Managed Instance Presentation Advanced Administration- Service Catalog CHAPTER 6 Introduction to Workflows Last Updated June 27, 2012 JN Navigis

2. Chapter 6Introduction to Workflows Navigis

3. In This Chapter In this chapter you will learn: • Workflow relationships within Service Catalog • Out of the box workflow options Navigis

4. Workflow Workflow is what drives the delivery of an order, and can be as complex or as simple as you want it to be. In creating workflow, there are three basic pieces: • Approvals • Notifications • Tasks These pieces come together to drive the approval of orders, notification to the end user regarding the various steps along the way, and assigning tasks to the actual doers that fulfill the order. Navigis

5. Service Catalog Workflow • The Graphical Workflow Plugin • Workflow is a simple to use UI interface which allows you to create task workflows within Service-now.com. • Workflow lets you set up, in an easy-to-read flow diagram, exactly what will happen when an incident or request is created. • From approvals to notifications to follow-on task and subtasks all the way to SLA management, work tracking, conditional rollback, task resolution and closure, workflow lets you set up everything you need. • Workflow is a "before engine," so its activity takes place at order 1000 before a database action. Navigis

6. Service Catalog Workflow Navigis

7. Service Catalog Workflow • Approvals • Tasks • Notifications Navigis

8. Out-Of-the-Box • Catalog Request (simple catalog request) Navigis

9. Out-Of-the-Box • Catalog Item Request (more complex example of a catalog item request) Navigis

10. Workflow Stages • Workflows that run against Service Catalog Request Items (sc_req_item). In this case, the sc_req_item.stage field is defined as a 'workflow' type field. So, when you select this field as the Stage field the workflow widget will be displayed when the sc_req_item is shown on a list and it will show the Stages along with their state (Pending, Active, Completed, etc.). Navigis

11. Approvals Approvals - There are three basic approval types: User, Group, and Manual • User Approvals: automatically selected individual(s) by way of either direct selection (Joe Employee), or dynamic selection (the requestor’s manager). • Group Approvals: Any/all/or x number of approvals from a group. Again, this can be either a direct selection (Desktop hardware), or dynamic (the current CI’s support group) • Tasks: Individuals from a list, as selected by the requestor. Navigis

12. Tasks The real workhorse of the Service Catalog is a Catalog Task. When you create a catalog task, you are able to show the choices a requestor made on the order form. So while you cannot show the choices in an email, you may include any of the values that were selected on the order form. It is important that you name variables something that you can easily associate with a particular Item request, as ALL of the variables system wide (not just the variables, on the items utilizing the current workflow), including Order Guide variables are available to show in a catalog task. Navigis

13. Chapter 6 Recap In this chapter learned about: • Workflow relationships within Service Catalog • Out of the box workflow options Navigis

14. Managed Instance Presentation Advanced Administration- Service Catalog CHAPTER 6 Introduction to Workflows Last Updated June 27, 2012 JN Navigis