Workflow for Servicenow Incidents -

i checking feasibility workflows on incidents , found post.

it seems possible have workflows on incidents.

i need know there proper way it..i kind of new bee servicenow. share experience , how can achieve this. instance, simple approval workflow on incident..

thanks in advance
chitra

a few basic changes can going, since incident table has approval fields , such associated it.

alter incident form

• go incident
• configure (fuji) or personalize (eureka) following
  • form layout > add approval field
  • related lists > add approvers list

create workflow approval

next want workflow run when incident created.

• go workflow editor
• create new workflow following
  • name: incident - approval
  • table: incident [incident]
  • activity pinning: set activity
  • if condition matches: run workflow
  • condition: leave blank

leaving condition blank cause run on creation of incident.

fill out workflow

add following activities

• approval action
  • name: set requested
  • action: mark task requested
• approval group
  • name: wait approval
  • groups: select group approve incidents, such desk. important: group must have group members or automatically approved.
  • leave rest default
• approval action
  • name: incident approved
  • action: mark task approved
  • after creating this, connect approved node wait approval action made activity. connect always node end activity
• approval action
  • name: incident rejected
  • action: mark task rejected
  • like above, connect rejected node wait approval action made activity , connect node end activity

test workflow

finally can test publishing workflow , creating incident.

• publish workflow
• create new incident , open it
• note approval field should approval requested
• under approvals related list, should see list of users inside of group set within wait approval activity
• if user in list approves it, approval field change approved
• if user in list rejects it, approval field change rejected

i've put in sample picture below, basic workflow. can more complex needs change or different. gets on way start.