WorkFlow Help

Trying to create a workflow with onboarding, I am starting off simple and I am trying to generate a notification email based off of a selection of the service/form. Essentially it looks like this:
Start(Condition: custom attribute/is one of/trigger value)>Condition not met:Reject & Condition Met: Notification > Complete: Approve

I have also tried putting a step before the custom attribute setting where completing the service or the form is the trigger to the form and then it goes to the custom attribute, so far nothing has sent the notification out and I haven't found any documentation to help me yet. What am I missing? How do I see what happened or why it isn't working, it is validating fine and active. I have also associated the service with the flow and without association. Any advice would be appreciated, Thanks

Tags workflow email-notification
Asked by Justin Goode on Wed 10/30/24 3:02 PM
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Answers (2)

This answer has been marked as the accepted answer
Mark Sayers Wed 10/30/24 3:23 PM

Hi Justin,

What is the app ID and ticket ID that you're testing this in currently?

Sincerely,
Mark Sayers
Sr Support Consultant, CS

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oh, I didn't know you had to manually assign the ticket to a workflow. Is there a way to do that automatically? - Justin Goode Wed 10/30/24 3:30 PM
There is, if you have configured your Service in the service catalog to associate the workflow automatically, it will assign that workflow when tickets area created through that service in the portal. OR you can configure automation rules that look for tickets submitted through that service (and/or with other qualifying filters) and the rule can apply the workflow when the filters meet the ticket that is coming. - Mark Sayers Wed 10/30/24 3:51 PM
I thought I was configuring the service to do it automatically, In settings of the service at the workflow dropdown I selected the workflow I mentioned but it didn't trigger still. I will look into the automation and try that out as well. - Justin Goode Wed 10/30/24 4:16 PM
Is the service one that you've configured to allow it to be requested without authentication? - Mark Sayers Wed 10/30/24 4:46 PM
Could you please elaborate on this, currently it is set up to only allow my admin group to see/use it, eventually the permissions will allow a group of hiring managers/admins to be able to see/use it. I'm not sure that's what you are talking about though. - Justin Goode Thu 10/31/24 9:20 AM
If submitting tickets through this service isn't applying the workflow, even though you configured the service to apply a workflow, then I would suggest looking at the form the service is configured to use. Specifically, check whether the form for that service is configured where the "Service" field has a default value of something *other* than the service in question. If yes, clear out that default value, save the form in Admin, and then re-test the service in the portal. - Mark Sayers Thu 10/31/24 11:15 AM
That was it, the default service in the form was creating the issue. When I removed that it worked without issues. Thank you. - Justin Goode Thu 10/31/24 12:19 PM
You're very welcome! - Mark Sayers Thu 10/31/24 12:20 PM
Justin Goode Wed 10/30/24 4:23 PM

I just tried automation and it also didn't work, the way I did it was:
Automation Conditions 1. Service is one of [service in question]
Automation Actions: Assign to Workflow - workflow in question

Automation is active and configured and stop on match, if there is a setting I am missing please let me know but that didn't automate the workflow when the service request was submitted either. 

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