Flows, automations and workflows
Unified Flow Engine
Section titled “Unified Flow Engine”What it is for. It is the unified flow engine: it defines how a request is handled (category → flow), with a live trace of the execution.
When to use it. To configure and troubleshoot request orchestration.
How to open it. From the Settings launcher, Flow Engine.
What it shows and how to use it. The flow definitions (category→flow resolution) and the live trace of executions, to check the path a request followed.
What happens next. The configured flow governs how incoming requests are handled.
Notes. It is the heart of orchestration.
Automation Rules Editor
Section titled “Automation Rules Editor”What it is for. It defines “if-then” automation rules.
When to use it. To automate reactions to events (e.g. create a Major Incident when a P1 Incident exceeds 30 minutes).
How to open it. From the Settings launcher, Automation Rules.
What it shows and how to use it. The list of rules; the rule dialog defines the trigger (event), conditions and actions (create/reassign/notify/transition).
What happens next. When the trigger occurs, the rule runs the action.
Notes. Rules are evaluated by the automation engine.
Scheduled Processes
Section titled “Scheduled Processes”What it is for. It is the console for scheduled processes (periodic jobs).
When to use it. To configure and monitor recurring jobs (registry + dispatcher).
How to open it. From the Settings launcher, Scheduled processes.
What it shows and how to use it. The job registry with schedule, last/next run and status; manual start and monitoring.
What happens next. The dispatcher runs the jobs according to the schedule.
Notes. Dedicated registry + dispatcher + UI.
Workflow States
Section titled “Workflow States”What it is for. It defines workflow states and transitions.
When to use it. To configure the lifecycles of ticket types.
How to open it. From the Settings launcher, Workflow States.
What it shows and how to use it. The states and allowed transitions for each workflow.
What happens next. Workflows govern how tickets progress.
Notes. The basis of the transitions you see in the Editor (Ticket editor).
Lifecycle State Machine
Section titled “Lifecycle State Machine”What it is for. It defines lifecycles (assets/CIs) as a state machine.
When to use it. To model lifecycle states (see also Lifecycle State Machine).
How to open it. From the Settings launcher / Asset Hub.
What it shows and how to use it. The lifecycle states and transitions.
What happens next. It governs the asset lifecycle.
Notes. Shared with asset management.