Workflow Engine

The Workflow Engine enables the automation and control of ITSM processes. Workflows are defined as templates and automatically triggered when tickets are created.

Concepts

Template: Definition of a workflow (steps, sequence, conditions)

Instance: Active run of a template, linked to a ticket

Step: Individual task within a workflow

Step Types

Type	Description
form	Agent fills out a form (free text, checkboxes)
approval	Manager/lead must approve (approve/reject)
condition	Automatic branching based on ticket attributes
routing	Forwarding to another group/person
automatic	Automatic action without manual interaction

Trigger Types

Workflows are automatically triggered when a ticket is created:

Trigger	Description
ticket_type	Based on ticket type (incident, change, problem)
ticket_type + subtype	Ticket type + subtype combination
manual	Manually started by an agent

Template Designer

The visual designer uses React Flow:

• Drag & drop step cards
• Draw connections between steps
• Edit step properties inline
• Live preview of the workflow graph

Runtime

When a workflow is triggered:

1. Workflow instance is created (status: running)
2. First step is activated → responsible person/group is notified
3. Person completes the step (fill out form, approve, etc.)
4. Next step is activated
5. For condition steps: automatic branching
6. Last step completed → instance status: completed

Progress in Ticket

The workflow tab in the ticket detail shows:

• Current step with progress bar
• All steps with status (pending, active, completed, skipped)
• Step completion form directly in the tab

Timeout & Escalation

Each step can have a timeout_hours field. When exceeded, the step is marked as timed_out and an escalation is triggered (configurable).

REST API

GET    /api/v1/workflows/templates           # All templates
POST   /api/v1/workflows/templates           # Create template
GET    /api/v1/workflows/templates/:id        # Detail
PUT    /api/v1/workflows/templates/:id        # Update
DELETE /api/v1/workflows/templates/:id        # Delete
POST   /api/v1/workflows/instantiate          # Manually trigger
GET    /api/v1/workflows/instances/:id        # Instance status
POST   /api/v1/workflows/instances/:id/steps/:sid/complete  # Complete step
POST   /api/v1/workflows/instances/:id/cancel # Cancel

Community Limit

Community Edition: 3 workflow templates per tenant.