Workflows enable you to automate user notifications and ticket creation to manage various events that occur in your organization without manual user intervention. An event is captured in Workflow Automation when the Business Insights Admin Portal logs a SaaS application license provisioned to a user who has not been active for a long period of time. After you create a workflow based on a workflow template, you can map it to one or more attributes available in an event. When an event is captured for your organization that contains those attributes, the workflow automatically triggers the actions specified in the workflow.

To learn more, see Managing Workflow Templates for Events, Managing Events, and Managing Workflow Mappings for Events.

On the Workflows page, admins can:

• View Workflows

  To view workflows:

  Go to Workflows > Workflows. The Workflows page appears, listing all the workflows. For workflows, you can view:

  • Workflow Name: The name of the workflow.
  • Template Name: The template associated with the workflow.

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• Add Workflows

  You can also add a workflow from the Workflow Templates page.

  To add a workflow:

  1. Go to Workflows > Workflows. The Workflows page appears, listing all the workflows.
  2. On the Workflows page, click Add More. The Workflow Templates page appears, listing all the available workflow templates.
  3. On the Workflow Templates page, in the Action column, click the Add icon next to the template. The Workflow Settings page appears, displaying the workflow definition for that template.
  4. On the Workflow Settings page, enter values in the workflow definition fields required for that particular type of workflow.
     • Entering Information for Notify Users and Create a Ticket Template Type

       To enter information for the Notify Users and Create a Ticket template type workflow:

       1. On the top-right side of the page:
          • Workflow Template: Leave the default value of that template.
          • Workflow Name: Enter a name for the workflow.
          • Description: (Optional) Enter a description of the workflow.
       2. In the Notify User section:
          • Notification Channel: Select the notification channel by which the user receives the user notification.
          • Language: Select the language for the notification message displayed to the user. This field can only be edited after selecting the Notification Channel field.
       3. In the Wait For User Response section, in the Time to wait for user response for hours field, enter the maximum time limit in hours for the user to respond to the event notification.
       4. In the Create Ticket section:
          • Assignee Email: Enter the email address for the user to assign the created ticket. The user must be added to the Integration Users page.
          • Ticketing System: Select the ticketing integration application and its associated tenant ID, which creates the ticket. For example, ServiceNow: snowtest.

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  5. Click Save. The workflow is added.

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• Edit Workflows

  To edit a workflow:

  1. Go to Workflows > Workflows. The Workflows page appears, listing all the workflows.
  2. (Optional) On the Workflows page, use the Search field to locate the workflow you want to edit.
  3. In the Action column, click the Edit icon next to a workflow. The Workflow Settings page appears, displaying the workflow.

  4. On the Workflow Settings page, change any of the workflow detail fields that were previously added when creating the workflow, except for the Workflow Template field.

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  5. Click Save.

  The changes made apply to future events mapped to the workflow. Current workflow executions are not affected by the changes.

  To delete a workflow, click the Delete icon next to a workflow in the Action column.

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• Add Workflow Mappings

  To add a workflow mapping:

  1. Go to Workflows > Workflows. The Workflows page appears, listing all the workflows.

  2. On the Workflows page, in the Mapping column next to a workflow, click the Add icon.

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     The Workflow Mappings page appears, displaying an expanded row for the workflow.

  3. Add the workflow mapping for the workflow. To learn more, see Managing Workflow Mappings for Events.

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  Only admins with full access to Workflow Automation can map a workflow. Workflow mappings can be added to a workflow from the Workflows page and the Workflow Mappings page.

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• View Workflow Mappings

  To view workflow mappings:

  1. Go to Workflows > Workflows. The Workflows page appears, listing all the workflows.

  2. On the Workflows page, in the Mapping column next to a workflow, click the View icon.

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     The Workflow Mappings page appears, displaying the mapping for the workflow.

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