Workflow Automation

Built for the way workflow automation should work

Workflow Automation is the orchestration engine inside ServiceCore: you model any process — incident triage, change approvals, employee onboarding, asset retirement — as a drag-and-drop diagram, then ServiceCore runs it for you. Branches, conditions, parallel paths, approvals and escalations are all first-class blocks on the canvas, so what used to live in one person's head becomes a workflow the whole team can see, audit and improve. Because every workflow executes on the same shared data model that powers all 29 modules, a step can read or update any record — a ticket, a CMDB configuration item, a contract, an asset — without integrations or data copies.

Each workflow is built from triggers, conditions and actions. A trigger starts the flow (a new incident, a service request submitted from the catalog, an SLA timer crossing a threshold, a field changing, or a scheduled time). Conditions route the work down the right branch, and actions do the operating: assign to a team, set a priority, request a multi-step approval, create a linked change record, post to a channel, or call an external endpoint via webhook. When a step stalls — an approver goes quiet or a target is about to be breached — escalation paths reassign, notify the next level, or bump priority automatically.

Workflows connect the modules rather than living beside them. A request fulfilment flow in Service Catalog can spin up approval tasks, then hand off to Change Enablement when infrastructure is touched; an incident workflow can read the affected configuration item from the CMDB to set impact, attach the relevant Knowledge article, and start the SLA clock in SLA Management. Because the data is shared, the same workflow can update a record across module boundaries in one transaction, keeping incidents, changes, problems and assets consistent.

Good process is meant to be reused. Save any workflow as a reusable template so a proven approval chain or onboarding sequence spreads across teams instead of being rebuilt each time, and use process versioning to revise a flow safely — in-flight items keep running on the version they started on while new work picks up the latest, with a full history of who changed what and when. The result is automation you can govern, not a black box: every run is logged against the record it touched and visible in the audit trail.

• Visual workflow designer
• Conditional branching
• Multi-step approvals
• Escalation paths
• Reusable templates
• Process versioning