The Workflow module lets you automate processes related to requests within the Service Portal.
With this feature, you can create workflows that automatically perform tasks, approvals, or updates every time an employee starts a service.

The module is available in the Admin Panel, under the Service Portal section.

• The main screen displays a list of all workflows available in the community. Each row summarizes the most relevant information for each workflow:

  Field	Description
  Name	Unique identifier for the workflow within the platform.
  Description	Optional text that explains the purpose of the workflow. If it's long, it will be truncated and can be viewed in full in the detail view.
  Status	Indicates whether the workflow is in Draft, Active, or Inactive status. For more information, see Workflow statuses: Draft, Active, and Inactive.
  Last modified	Shows the date and user who made the last change to the workflow.

• In each row of the table, there's an options menu (three dots icon) where you can manage the workflow. The available actions are:

  • Details: opens a side panel with complete information about the workflow: name, description, creation date, author, and last modification.
  • Edit: takes you to the Workflow Builder to modify the workflow components.
  • Activate / Deactivate: lets you change the workflow status between Active and Inactive. This option is not available if the workflow is in Draft status. For more information, see How to publish, activate, and deactivate a workflow?.
  • Delete: permanently deletes the workflow. All ongoing executions are automatically stopped.

• To create a new workflow, click the "+ New workflow" button at the top of the panel.

  For a complete step-by-step guide, see How do I create a workflow?

• Every workflow needs a trigger: the event that starts its execution. For more information, see How to set up a workflow trigger?

• In the Workflow Builder, workflows are set up using two types of components:

  • Branches: split the workflow into alternative paths based on defined conditions. See How do branches work in a workflow? and How to set conditions in a branch?
  • Actions: these are the steps the workflow performs automatically, such as requesting approval, updating the status of a request, or assigning a task. See:
    • How do approval steps work in a workflow?
    • How to update the status of a request from a workflow?
    • How to set up follow-up tasks in a workflow?

From the Workflow Panel, you get a complete view of all workflows in your community and can manage their lifecycle all in one place.