Servicenow 事件的工作流程 [英] Workflow for Servicenow Incidents

问题描述

我只是检查事件工作流的可行性，发现了这个

I was just checking for the feasibility for workflows on Incidents and found this post.

It seems it is possible to have workflows on incidents.

I just need to know is there any proper way to do it..I am kind of new bee to Servicenow. anyone share the experience and how can I achieve this. For instance, a simple approval workflow on the Incident..

Thanks in advance
Chitra

解决方案

A few basic changes can get this going, since the Incident table has the Approval fields and such associated to it.

Alter the Incident form

• Go to an Incident
• Configure (Fuji) or Personalize (Eureka) the following
  • Form Layout > Add the Approval field
  • Related Lists > Add the Approvers list

Create workflow for approval

Next you want a workflow to run when an Incident is created.

• Go to the Workflow Editor
• Create a new workflow with the following
  • Name: Incident - Approval
  • Table: Incident [incident]
  • Activity pinning: Set by activity
  • If condition matches: Run the workflow
  • Condition: Leave blank

Leaving the Condition blank will cause it to run on creation of an Incident.

Fill out workflow

Add the following activities

• Approval Action
  • Name: Set Requested
  • Action: Mark task as requested
• Approval Group
  • Name: Wait for Approval
  • Groups: Select the group who will approve all Incidents, such as the Help Desk. Important: This group must have group members or this will automatically be approved.
  • Leave the rest as default
• Approval Action
  • Name: Incident Approved
  • Action: Mark task approved
  • After creating this, connect the Approved node from the Wait for Approval action you just made to this activity. Also connect the Always node to the End Activity
• Approval Action
  • Name: Incident Rejected
  • Action: Mark task rejected
  • Like above, connect the Rejected node from the Wait for Approval action you just made to this activity and connect the Always node to the End Activity

Test the workflow

Finally you can test this by Publishing this workflow and creating an Incident.

• Publish your workflow
• Create a new Incident and open it
• Note the Approval field should say Approval requested
• Under the Approvals Related List, you should see a list of all users inside of the group you set within the Wait for Approval Activity
• If any user in this list Approves it, the Approval field will change to Approved
• If any user in this list Rejects it, the Approval field will change to Rejected

I've put in a sample picture below, but this is a very basic workflow. It can get more complex as your needs change or are different. Hopefully this gets you on your way to a start.

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