A majority of our workflows start with “Service request is submitted → if requested item = “request” continue along this workflow”. Then in each node that we need placeholder information I have to re-select the service item to bring up the appropriate placeholders, its already established we are working with one specific request. Or, if I need a conditional further down the line it needs to be a two level conditional with the first level confirming the service item, and the second checking specific fields.
If we could have workflows associated directly to a service item I think it could streamline creating the workflows, prevent mistakes, and organize the workflows tab. Instead of having 10+ service quests that all start with “SR -”Requested item” do these 4 things for a specific situation”, all of those could just be collapsed under “”requested item” specific workflows”. These could potentially be accessed right from the screen the request is created/configured from?
New Idea
Workflows associated directly with a service request
+3
I hope I’m understanding your question correctly. But, I think FreshService workflows already handle what you want.
I made a quick Service Catalog item called ‘test’ with a field called single drop down field called ‘Field1’
So sample workflow would be:
- Ticket Created
- If ticket created that is the service item ‘test’ and the user picked ‘Choice 1’ in the drop down field.
- If user did instruction 2. Then a note is added to the ticket with the value of ‘Field1’ . Which in this case is just ‘Choice 1’
Some screenshots below.
Overall Workflow
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