Service Workflow Editor

The directional path of a workflow is designed from a built-in graphical tool called the Workflow Editor. The workflow editor provides an expandable, scrollable canvas for creating workflow diagrams and a collapsible 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 service request 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:

Status Node

The Status node lets you add a service status to your workflow.

Select the status from the relevant drop-down.You can have multiple statuses in a workflow.
Use [+] Add New Status to create new statuses.
Click Save.

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

Auto Port: Triggers transition 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 Start node or Status node.

A transition connects the start/status 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.

Node Behavior

Status Node

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.

Start Node

Supports either a Manual or an Auto port, but not both simultaneously.
The Start node does not support transitions for Changes and Releases.
Transitions from the start node can be connected only to status nodes.
If transitions are from the start node, requests can be added only to one of those statuses.

Use Cases

Manage High Priority Requests

Let's say a user creates a high-priority service request, which immediately moves to the Awaiting Approval status. There can be two possible paths for the request, as follows:

The manager reviews the request and takes action manually.
If no action is taken within two days, the system automatically approves the request.

You can achieve this by configuring both the Manual and Auto ports in the Awaiting Approval status node:

The Manual port handles the manager’s actions.
The Auto port triggers the system action based on time (Auto-Approve after two days).

Create Transitions

Draw a connector from the manual output port of the Start/Status 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 (not applicable for the Start node)	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, Third-Party Notification, and Send Approval. More info on configuring pre or post-action rules is available here.

Click Save.

Condition Nodes

Checks whether configured conditions are satisfied and moves the service to the next status.

IF - Checks if the specified conditions are met before the service request proceeds to the next status.

Attributes

Description

Condition Name*

Enter a name for the If node

If Condition*

Define conditions based on service request details or custom functions.

Based on Conditions - Specify the condition by selecting the column and criteria values.

Click if there are multiple criteria, select 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. Under each criteria, you can add up to 100 sub-criteria.

Using Custom Functions - Decide the path of workflow based on a custom function. Ensure 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 - Pauses the service request workflow indefinitely until specified conditions are met.

Attributes

Description

Condition Name*

Enter a name for the Wait for node.

Wait for Condition*

Define conditions based on service request details or custom functions.

Based on Conditions - Specify the condition by selecting the column and criteria values.

Click if there are multiple criteria and select AND/OR operators.

Drag a criteria over the indentation space below another criteria to add it as a sub-criteria. Criteria containing sub-criteria are denoted with a drop-down icon. Under each criteria, you can add up to 100 sub-criteria.

Using Custom Functions - Decide the path of workflow based on a custom function. Ensure 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 Wait For node is rendered with a single input and output port.

Switch - A multi-way branch node that checks the value in the specified field and applies the workflow path based on the field value.

Attributes	Description
Select Field*	Select the field to apply the switch condition.
Select Options*	Select the options to be displayed under the chosen field. You can configure different workflow paths for each field option.
Include Default Option	Select Include Default Option to a configure workflow path when the field values do not match any of the selected values. You can rename the default option as needed.

* mandatory attributes

Click Save.

Switch node is rendered with a single input port and N number of output ports based on the values selected.

Resource - Configures resource questions and decides how the service request proceeds. Resource node can be configured as If and Switch nodes.

	Attributes	Descriptions
IF	Select Template	Select the service template to configure resource-based conditions.
IF	If Condition*	Define conditions based on the resources, questions, and the answers in the selected template. Based on Conditions - Specify the condition by selecting the column and criteria values. Click if there are multiple criteria and select AND/OR operators. Drag a criteria over the indentation space below another criteria to add it as a sub-criteria. Criteria containing sub-criteria are denoted with a drop-down icon. Under each criteria, you can add up to 100 sub-criteria.
Switch	Select Template	Select the service template to configure resource-based conditions.
	Select Options*	Select the resource, question, and the answers under the chosen template. You can configure different workflow paths for each answer.
	Include Default Option	Select Include Default Option to a configure workflow path when the field values do not match any of the selected values. You can rename the default option as needed.

Actions Nodes

Automates actions, such as Approvals, Notifications, Field Updates, Tasks, Webhooks, Custom Functions and Timer Actions, during the workflow execution.

Approval - Add an approval level between statuses and configure approval email notifications.

Fields	Description
Name*	Enter a name to identify the approval.
Wait for	Choose the approval condition from the drop-down. The available approval conditions are: Anyone to approve - Approval is granted if one of the approvers has approved; gets rejected only when all approvers have rejected. Everyone to approve - Approval is granted only when all approvers have approved; gets rejected otherwise. First Response Action - Approval is granted only when the first-ever approver has approved it; gets rejected otherwise. Majority to approve - Approval is granted only if the majority of approvers agree; gets rejected otherwise. % to approve - Approval is granted if the specified percentage of approvers provide approval; gets rejected otherwise.
Select Approvers	Select the request users, organization roles, or application users as approvers. Type the user name and select the user from the drop-down. If multiple approvers are configured, you can enable Notify pending approvers when one has acted on the approval action check box to alert approvers when one of the approvers approves/rejects the request.
Subject	Enter your approval notification subject and message. You can add variables if needed.
Message

*mandatory fields

Click Save.

The approval node is rendered with a single input port and two output ports (Approved/Rejected).

Notification - Send a custom notification when the request transitions between statuses.

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: Request users/ Technicians/ Requesters/organization roles. 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 fields

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

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

Field Update - Update field values before the request moves into the next status.

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	Enter a 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 the icon.

* mandatory fields

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. The output ports vary based on whether the alternate path is configured.

Task - Add tasks to the service request when a specific status is reached.

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

Use New Task option 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	Set up the other task configurations as explained here. You can copy the configurations from an existing task template using Copy from a Template drop-down.

* 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 service request.
Choose Setup alternate path on error to configure an alternate workflow if an error is thrown during task creation/trigger.

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 option 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.

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 option 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 service 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 option 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.

Zoho Circuit - Allows administrators to build nested tasks and create automated workflows with low code or no code using functional tasks such as SSH Task, DB Task, AD Task, Task Engine, and PowerShell Task Engine.

Choose an existing circuit from the left pane. Edit the circuit if required or click Select.

To create a circuit, click Create new circuit on the top of the workflow editor. You will be directed to the Circuits page.
Create a new circuit. Click here to learn how to create circuits.
Go back to the Service Workflow editor page.
Select the newly created circuit.
Enable Wait for circuit Completion on the pop-up footer to hold the workflow execution for any of the terminal status (success, failure, abort) of the circuit.
Enable Setup alternate path on error on the pop-up footer to configure an alternate workflow path if an error is thrown while invoking the circuit execution.
Click Select.

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

Preview Circuit Execution

SDAdmins can preview circuit execution from the service workflow execution view by hovering over the circuit node and clicking the circuit execution preview icon. Circuit execution can also be viewed from the service details page and Request list view.

Branch Node

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.

You cannot add status nodes in forked paths.

You cannot create nested forked paths.

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).

Forked paths must always be merged using the join node.

Link Nodes

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

The link used to connect two nodes is called a connector.

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.
Create duplicates of a node added in the workflow. nodes cannot be duplicated.
The orientation of the input and output ports in the following nodes can be changed as needed:
- Status nodes
- 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 statuses' visibility in the request 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 Workflow

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.
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 Requests tab. You cannot perform any operations on invalidated workflows, except edit or delete.

Sample Service Workflow