Release Workflow Editor

The directional path of a workflow is designed from a built-in graphical tool called the Workflow Editor. The workflow editor is provided with an expandable, scrollable canvas for creating workflow diagrams and a collapsible stencil panel.

By default, the Submission and Closure stages are present in the workflow, and they are connected to the Start and End nodes. You can add more nodes to the workflow from the stencil panel.

 

 

You can collapse or expand the stencil panel using the icon on the top-left of the panel.

Configure Nodes  

Nodes are workflow elements that define how a release workflow should be processed. The stencil panel contains various nodes under the Drag & drop nodes tab. You can add a node to the canvas using a simple drag and drop motion. You can also add a node from the connector by clicking the icon or the mini stencil view allows users to add nodes in a single right-click. When you add a node to the canvas, a pop-up window opens, where you specify the properties of the node.

The various nodes in the stencil panel are grouped by their usage. Refer to the following pointers to understand the use and setting up of each node:

Stage Node  

The stage node lets you add a release stage to your workflow.

• Select the stage and its statuses from the relevant drop-down.
• You can have multiple statuses in a stage.
• Use [+] Add New Status to create new statuses for the stage from the workflow. Click here to learn how to set up a new release status.
• Click Save.

 

 

You can configure notifications for each status added to a stage in the workflow. By default, the globally configured release status notifications are not impacted by release workflows and continue to operate as configured under Setup > Release Management > Stage and Status. To override the notifications based on the workflow, hover over a status and click . Configure and save the notification as required.

 

The stage node has two output ports: Auto and Manual.

• Auto Port: Triggers transitions automatically based on rules, conditions, or events.

• Manual Port: Requires user intervention to trigger the transition.

 

 

Using dual output ports, you can set both automated flows and manual transitions to ensure seamless operation.

User Transitions

Transitions enable you to control status changes in a workflow manually. It can be configured from the manual output port of the Stage node.

A transition connects the stage node to other nodes, such as Condition, Action, or Branch nodes, and controls the execution sequence of workflow.

Manual transitions appear as actionable buttons on the request details page, allowing technicians to perform the required action.

 

Stage Node Behavior

• Supports Auto and Manual ports, simultaneously.

• If the manual transition is executed first, the automated flow will be discarded, and vice versa. These actions will be recorded in the workflow execution log.

Use case for user transitions is available here.

Create Transitions

• Draw a connector from the manual output port of the Stage node.

• Click .

• Provide a name and description for the transition.

• Click Save or Save and Edit.

You can add up to 10 transitions to each manual output connector.

 

 

Define Transition Rules

• Clicking Save and Edit directs you to the Edit Transition form.

• Alternatively, you can click the transition to edit it.

• You can set transition rules in three different sections: Scope, Mandatory Rules, and Actions.

 

Fields	Explanation
Scope	Configure who can perform the transition or when the transition can be performed. Allowed Users - Add users (by role) who can perform the transition. If the user scope is not configured, the transition will be accessible to all stakeholders with edit permissions. Criteria - Set the condition to execute the transition. Use the Edit or Delete icon to modify or remove the criteria.
Mandatory Rules	Mandate fields and rules to control the execution of the transition. When the transition is executed, the mandatory rules are checked first. If any required conditions are not met, the user is prompted to address them. After all mandatory rules are satisfied, the mandatory fields are displayed for user input. The transition is completed only when all mandatory rules are satisfied and the required fields are filled. Fields - Add fields that need to be filled by technicians to complete the transition. Rules (not applicable for the Assets module, and transitions from the Start node) - Select rules that need to be validated while executing the transition. Worklog must be added. Associated tasks must be completed. All child requests must be closed. All associated checklists must be completed.
Action Rules	Execute actions when a user initiates the transition, you can configure multiple actions at different levels: Pre-Action Rules and Post-Action Rules. Pre-Action Rules - Actions are executed along with the transition if the condition is met. Supported actions are Update Field Value and Run a custom function. Post-Action Rules - Actions are executed after the transition is completed. Supported actions are Send Notification, Run a custom function, Add a Task, Trigger a webhook, and Send Approval. More info on configuring pre or post-action rules is available here.

 

• Click Save.

 

Condition Nodes  

Condition nodes are used to check if certain conditions are satisfied and decide how the release proceeds. This node type contains 3 nodes: IF, Wait For, and Switch.

IF - This node checks if the specified conditions are met before the release proceeds to the next stage.

Attributes	Description
Condition Name*	Enter a name for your condition.
IF Condition*	You can decide the path of workflow based on the release parameters. Select column, criteria, and the value(s). Click to add multiple criteria using AND/OR operators. Drag a criteria over the indentation space below another criteria to add it as sub-criteria. Criteria containing sub-criteria are denoted with a drop-down icon.   Using Custom Functions - Decide the path of workflow based on a custom function. Ensure that the custom function returns a Boolean value. Select a custom function to associate with the node. You can also create a new custom function from scratch. Click here to learn how to create a custom function as condition.

* mandatory attributes

Click Save.

 

 

The IF condition node is rendered with a single input port and two output ports (Yes/No).

 

 

Wait For - This node pauses the release workflow indefinitely until the specified conditions are met before proceeding to the next stage.

Attributes	Description
Condition Name*	Enter a name for your condition.
Wait for Event	Configure Wait for Event. Applies to: Select the parent record or an associated subentity event from the drop-down. The available values in the drop-down depend on the selected workflow. For the Release workflow, the associated subentity events include Approval Levels, Approvals, Notes, Email responses (from users), Notes, tasks, Worklogs (All Worklogs, Release Worklogs, Task Worklogs), and Downtimes. Operations: Select the operation that triggers the evaluation, such as Created, Edited, or Deleted. Note: If Applies to is set to a parent record, the operation defaults to Edited. During edit, you can change the Applies to value as needed.
Condition*	You can define the conditions based on release request details or custom functions. Based on Conditions - Decide the path of workflow based on the release parameters. Select column, criteria, and value. Click to add multiple criteria using AND/OR operators. Drag a criteria over the indentation space below other criteria to add it as sub-criteria. Criteria containing sub-criteria are denoted with a drop-down icon. Using Custom Functions - Decide the path of workflow based on a custom function. Ensure that the custom function returns a Boolean value. Select a custom function to associate with the node. You can also create a new custom function from scratch. Click here to learn how to create a custom function as condition.
Evaluation Option	Choose Evaluation Option. When you select a subentity in the Applies to drop-down, the Evaluation Option field appears, with Skip if already executed selected by default. Skip if already executed: Evaluate this condition only if it was not executed earlier in the workflow. Always execute: Evaluate this condition each time the workflow reaches this node.

* mandatory fields

Click Save.

 

The Wait For node is rendered with one input port and one output port.

 

 

Switch

The Switch node is a multi-way branch node that lets you configure a workflow path for each selected field value or criteria option. During execution, the workflow evaluates the configured field values or criteria options in the defined order and follows the path of the first matching option.

Configure the Switch node by using one of the following types:

• Field: Routes the workflow based on the value of a selected field. Supports picklist and radio fields.

• Criteria: Routes the workflow based on the configured conditions. Supports text, numeric, date, boolean, single-valued, and multi-valued fields.

 

Configure a Field-Based Switch

1. Drag the Switch node to the workflow editor.

2. Select Field as the switch type.

3. In the drop-down, select the required field.

4. Under Select Options, select the required field values. You can select up to 100 field values, including the default option. A separate workflow path can be configured for each field value.

5. Drag and reorder the field values to define the evaluation order.

6. Optionally, select Include Default Option to configure a fallback workflow path when none of the selected field values match. You can rename the default option, if required.

7. Click Save.

 

 

The node includes one input port and an output port for each selected field value. If Include Default Option is selected, an additional output port is added for the default path.

Configure a Criteria-Based Switch

1. Drag the Switch node to the workflow editor.

2. Select Criteria as the switch type.

3. Provide a name for the criteria-based switch.

4. Click  to add an option. You can add up to 25 options besides the default option.

5. Provide a name for the option. A workflow path can be configured for each option.

6. Define one or more conditions for each option by selecting the column and criteria values. You can add up to 100 conditions for each option.

7. Drag and reorder the options and conditions to define their evaluation order. During execution, the workflow evaluates the options in the configured order and follows the path of the first matching option.

8. Optionally, select Include Default Option to configure a fallback workflow path when none of the configured criteria match. You can rename the default option, if required.

9. Click Save.

 

Node Ports

The node includes one input port and an output port for each criteria option. If Include Default Option is selected, an additional output port is added for the default path.

Actions Nodes  

Action nodes are used to automate certain actions in the workflow. This node type contains the following nodes: Notification, Approval, Field Update,Task, Custom Function, Webhook, and Timer.

Notification - Send a custom notification when the release transitions between stages.

• Choose an existing custom notification from the left pane and click Select. Click to edit the selected notification details.

 

 

• You can also create a new notification using New Notification option.

Fields	Description
Notification Name*	Add a name to identify the notification.
Description	Describe the notification usage.
Notify*	Select the recipients to whom the notification must be sent: users/release users/release roles/organization roles/CAB. Type the user name and select the user from the drop-down.
Subject*	Enter the subject and message to be sent in the notification email.
Message

* mandatory attributes

 

Release  Roles and Release Users
Release Users and Roles filter is split into Release Roles and Release Users.
Release Roles lists roles configured under Release Management > Release Roles.
Release Users lists all other users, including users associated in asset and CMDB lookup fields.

You can also refer this page to learn how to configure custom notifications for workflows. Click Save or Save and Select.

 

 

The notification node is rendered with a single input port and output port.

 

 

Approval

Use Approval node to add approval levels between stages and to configure approval email notifications. You can configure the approval node by selecting an existing approval or by creating one.

Approvals created in workflows are automatically listed under Approval Actions and can be reused anywhere. To keep an approval exclusive to the current workflow, enable Only for this Workflow when you create it. 

Add Approval Nodes

1. Drag the Approval node to the workflow editor and configure the following details.

2. Select an existing approval from the left pane. The approval retains all configurations defined in the approval action, including approvers, email notification template, and approval settings.

3. To edit the selected approval, click on the top-right corner of the page.

4. To create an approval, click New Approval in the left pane.

5. Fill out the form by using the pointers given below:

 

Fields	Description
Approval Name*	Provide a name for the approval.
Description	Briefly describe the approval.
Approval Rule*	Choose the approval condition: Anyone to Approve - Approval granted if at least one approver approves; rejected only if all reject. Everyone to Approve - Approval granted only when all approvers approve; otherwise rejected. First Response Action - Approval outcome is based on the first approver's response. Majority to Approve - Approval is granted when the majority of approvers approve. % to Approve - Approval is granted when the specified percentage of approvers approve.
Approvers*	Select approvers from organization roles, request users, or users. Type the user name and select the user from the drop-down.
Email Notification Template	Select the notification template for approval emails. Global Template - Uses the approval notification template configured under Automation > Custom Actions > Approvals > Global Configuration > Approval Notification. Use Custom Template - Configure an email notification template specific to this approval. You can also configure Actionable Messages if the Outlook Actionable Messages integration is enabled.
Subject*	Global template: The subject and message are auto-populated. You cannot modify the message directly from the workflow. To modify it, go to Setup > Automation > Notification Rules > Request. Under the Email Notification Templates section, click across Approval Email and make the necessary changes. Custom template: Provide subject and message for the approval notification. You can include variables, if required.
Message
Approval Settings	Choose the approval settings. Global Settings - Uses the approval settings configured under Setup > General Settings > Approval Settings. Custom Settings - Configure settings specific to this approval: Mandate comments for all approvals. Notify pending approvers when one has acted on the approval. Automatically approve if approver is </user>. Automatically approve if the same approver has previously approved at an earlier level.

* mandatory fields

 

• Set the following options in the form footer to configure the approval node's behavior in the workflow.

 

Options	Description
Only for this Workflow	Restricts the approval to the current workflow, preventing reuse elsewhere. You cannot enable or disable this option after creating the approval.
Setup Alternate Path on Error	Configure an alternate workflow path to handle workflow execution failures.

 

• Click Save.

 

 

The Approval Level node has one input port and two output ports: Approved and Rejected. If an alternate path is configured, the node has three output ports: Approved, Rejected, and On Error.

 

 

Field Update - Update a field value before it proceeds to the next stage in the workflow.

• Choose an existing field update from the left pane and click Select. Click to edit the selected configuration.

 

 

• Use New Field Update option to create a new field update configuration.

 

Fields	Description
Field Update Name*	Add a unique name to identify the field update configuration.
Description	Describe the field update usage.
Fields*	Select the field and the value that must be applied during the field update. You can configure update for multiple fields using .

* mandatory attributes

 

You can also refer this page to learn how to configure field update action for workflows. Click Save or Save and Select.

 

 

• Choose Setup alternate path on error to configure an alternate workflow if an error is thrown during field update.

Field update node is rendered with a single input port and output port.

 

 

Task - Add tasks to the release request when a specific stage and status is reached. Tasks can be created in any stage irrespective of where the node is present in the workflow.

• Choose an existing task from the left pane and click Select. Click to edit the selected task.

 

 

• Use New Task to create a new task. You can also refer this page to learn how to configure tasks for workflows. Click Save or Save and Select.

 

Fields	Description
Task Name*	Add a unique name to identify the task.
Description	Describe the task details and usage.
Task Configuration	Select the release stage where the task must be created. Set up the other task configurations as explained here. You can copy the configurations from an existing task template using Copy from a Template.

* mandatory fields

• Enable Wait for Task Completion to pause the workflow until the created task is completed or if the task is overdue in the release request.

• Choose Setup alternate path on error to configure an alternate workflow if an error is thrown during task creation.

 

 

Task node is rendered with a single input port. The output ports vary based on whether the workflow is paused until task completion or if an alternate path is enabled.

 

  

 

Custom Function - Implement any automated action using custom functions with Boolean return type. Based on the return type, the workflow will proceed accordingly.

• Choose an existing custom function from the left pane and click Select. Click to edit the selected custom function.

 

 

• Use New Custom Function to compile your own custom function. Ensure the custom function returns a Boolean value. Click here to learn how to compile custom functions for workflows. Click Save or Save and Select.

• Choose Setup alternate path on error to configure an alternate workflow if an error is thrown while executing the custom function.

 

 

The custom function node is rendered with a single input port. The output ports vary based on whether an alternate path is set up.

 

          

 

Webhook - Send data from the service desk to third-party applications or external services.

• Choose an existing webhook from the left pane and click Select. Click to edit the selected webhook.

 

 

• Use New Webhook to create a webhook. Click here to learn how to create webhooks. Click Save or Save and Select.

 

 

Webhook node is rendered with a single input and output port.

 

 

Timer - Pause the release workflow for a specific time duration and execute actions when the timer is running, aborted, or elapsed.

• Choose an existing timer from the left pane and click Select. Click to edit the selected timer.

 

• Use New Timer to set up a timer and click Save or Save and Select. Click here to learn how to create timers.

• Choose Setup alternate path on error to configure an alternate workflow if an error is thrown while executing the timer.

 

 

Timer node is rendered with a single input port. The output ports vary based on whether an alternate path is set up.

 

              

 

Branch Nodes

Branch nodes are used to create sub-flows within the workflow. You can execute multiple branches in parallel.

Fork - Split the workflow into multiple paths. You can execute multiple forked paths in parallel, provided the conditions present in the nodes in each path are satisfied.

To create a fork in the workflow,

• Drag the fork node to the canvas.

• Specify a name for the node.

• Click Save.

 

Fork node is rendered with a single input and output port.

 

 

 

Join - Merge parallel paths forked earlier. The workflow resumes the sequential flow.

To join the workflow,

• Drag the join node to the canvas.

• Specify a name for the node.

• Choose when to join the forked pathways and join the flow. You can join the flow after all forked pathways are completed or if any one of the pathway is completed.

• Click Save.

 

Join node is rendered with two input and output ports (Completed/Failed).

 

 

Link Nodes

To establish a connection between nodes, connect the output port of a node to the input port of another node.

• Output nodes are marked in orange color.
• Input nodes are marked in green by default. While attempting to connect an output node, the input nodes are highlighted in yellow.

 

Refer to the following screen video for a better understanding:

 

 

Manage Nodes and Connectors

Node Actions - Hover over a node and click to perform the following actions:

• Edit or delete a node in the workflow. Submission and Closure cannot be deleted.
• Create duplicates of a node added in the workflow. Stage nodes cannot be duplicated.
• The orientation of the input and output ports in the following nodes can be changed as needed:
  • Switch nodes
  • All action nodes
  • Fork node

 

 

Connector Actions - Hover over a connector to perform the following actions:

• View the source nodes, target nodes, and vertexes.
• Add vertexes by clicking on the connecter.
• Click to remove a vertex.
• Right click on the connector and select Delete to remove a connector.

 

Reposition Nodes/Connectors - Drag a node or connector to reposition it on the canvas as needed. The source or target node of a connector can be changed by dragging the input or output vertexes.

Workflow Editor Actions

View/Modify Workflow Details

In the stencil panel, go to the Details tab to view the workflow details. You can modify the workflow name and description if needed.

 

 

Alternatively, you can also click the workflow name or description in the header to modify them.

 

Workflow Actions

You can manage the space on your editor canvas using the following functionalities:

• Click the icon on top of the stencil panel to expand or collapse stencil.

 

 

• Click the cursor on the canvas and drag to pan the graph on the screen.
• Use the zoom handle on the left corner of the canvas to view the graph in a large/small scaled view. You can reset the zoom using icon.

 

To manage the workflow and the data, you can:

• Click on the header to select multiple nodes and reposition them in the canvas.

 

 

• Reset the workflow to its default state by clicking on the header.  If the workflow was previously saved, it will be restored to its last updated state.

• Use the or icons to undo/redo any actions or transitions on the workflow data.

• Click to decide the stages and statuses visibility in the release details page.

 

 

On saved workflows, you can:

• Click to export saved workflows as PDF documents.

• View a log of all operations performed on the workflow by clicking on the header. 

 

 

Module admins can export historical records in the CSV format, including node edits. To do that,

• Click Export at the top of the workflow history pop-up. 
• In the Export Workflow History pop-up, perform the following:
• Select Export Data: Choose any of the following options to select export data: 
  • All History Data: Choose this to export the first 10,000 historical records, irrespective of any criteria. 

• Selected History Data: Choose this to export the first 10,000 historical records that match specific criteria. 
  • Define criteria by selecting the required field, logical operator, and field values. 
  • Click the plus icon to add more criteria. 
  • By default, the AND operator is applied. Click AND to apply the OR operator.
    • AND checks if historical records match all criteria. 
    • OR checks if historical records match any of the criteria.

 

• Click Export.

After configuring the workflow, click Save or Save and Close on the workflow footer. ServiceDesk Plus will automatically validate your workflow before saving it. Descriptive warning messages are displayed to notify you if the workflow configuration contains errors.

Validate Workflows

Workflows are validated based on the following rules:

• Each node must have at least one incoming and outgoing connector.
• Each connector should be linked at both ends.
• There must be a valid path from Start to End.
• The flow should not be recursive.
• Stage node should have at least one status.
• Switch node should have at least one option.
• Configuring both Yes and No options in the IF node is not mandatory.

If a configuration used in a workflow is updated in any admin configurations, the workflow becomes invalidated. Invalidated workflows are indicated with a icon in the workflow list view and Releases tab. You cannot perform any operations on invalidated workflows, except edit or delete.

Sample Workflow