Workflow view

The workflow view is a graphic representation of the Change, Request, or Problem Management process definition, and which step each existing change request, quote, problem, or known error is at in that process.

Note: To successfully use the workflow features of Service Manager, make sure you have Java 1.5.0 or higher installed.

The workflow view has interactive features that enable you to expand the view of any component in the workflow. Service Manager displays graphic views of the workflow for these applications:

• Change Management change categories
• Change Management task categories
• Change Management change requests
• Problem Management problems
• Problem Management known errors
• Request Management quote categories
• Request Management quotes
• Request Management order categories
• Request Management orders

An administrator can view the defined workflow for any selected category. The administrator can also expand each phase in the workflow to view required approvals.

For change requests or quotes, a user can view the workflow to see:

• The current phase the change request or quote is at in the process.
• Who issued required approvals.
• The result of the approvals.
• Which phases are incomplete.

For problems and known errors, a user can view the workflow to see:

• The current phase the problem or known error is at in the process.
• Open and closed tasks.
• Which phases are incomplete.