Record Management

Record Management enables you to manage workflows for record types. This includes defining and editing a record type's fields, forms, business rules, processes and notifications, as well as importing data and defining custom actions for the record type. The following tabs are available:

Search for	Example	Results
A single word	`cat`	Topics that contain the word "cat". You will also find its grammatical variations, such as "cats".
A phrase. You can specify that the search results contain a specific phrase.	`"cat food"` (quotation marks)	Topics that contain the literal phrase "cat food" and all its grammatical variations. Without the quotation marks, the query is equivalent to specifying an OR operator, which finds topics with one of the individual words instead of the phrase.

Search for	Operator	Example
Two or more words in the same topic	`AND` `and` `+` (plus symbol) `&` (ampersand)	`cat AND dog` `"cat food"+milk` `"cat food"&"dog food"`
Either word in a topic	`OR` `or` `\|` (pipe)	`cat OR dog` `cat \| dog`
Topics that do not contain a specific word or phrase	`NOT` `not` `!` (exclamation point)	`NOT cat` `! dog`
Topics that contain one string and do not contain another	`^` (caret)	`cat ^ mouse`
A combination of search types	`( )` parentheses	`cat + (dog \| mouse)` `cat \| dog + (! mouse)`

Fields. The fields of a record are derived from the metadata for the record type.

Forms. There are out-of-the-box forms defined for each record type. The forms are used for different purposes. For example, the New Incident form is used to create an incident in Incident Management.

Processes and Rules. A workflow service provides a consistent way for applications to define and execute business logic for their records. A workflow for a record contains processes, which are broken down into metaphases, and further into phases. The passage from one phase into another is called a transition. The business logic of a record's workflow is established by business rules.

Notifications. Notification templates are pre-formatted email messages that you can edit. You can configure notifications to be sent to the relevant recipients at specific points in a record's workflow.

Approval definitions. When implementing certain types of changes, approvals must be granted at certain phases of the workflow before moving on to the next phase. You can configure these approvals in the Approval definitions tab for the article, change, idea, proposal, release, and request record types only.

Import data. Enables you to import record data for the selected record type. The imported data must be in CSV format.

Import translations. You can import localized data files for the category, service definition, and offering record types only.

Custom actions. Enables you to configure custom actions for the selected record type.

SLT settings. You can control the notifications sent for Service Level Target breaches. Available for the incident and request record types only.

Authorization. Enables you to manage strong identity validation for the approval task process. Available for the task record type only.

Note

A workflow, process, metaphase, phase, transition, or business rule can be locked, indicated by a lock icon . This means that its properties cannot be edited, rules cannot be added, and the phase or transition cannot be deleted. The locked status is set out-of-the-box for specific phases, metaphases, and so on.
On each tab in Record Management, an asterisk on the tab indicates that unsaved changes were made in that tab.

Each module has its own workflow(s). For example:

For more information about the Incident Management workflow, see Incident workflow.

For more information about the Change Management workflows, see Change workflow.

For more information about the Problem Management workflow, see Problem workflow.