The Service Workflow defines how an application progresses from submission to completion in a structured, automated way. It is the backbone of your service management system, ensuring that all steps are followed consistently and efficiently.
A workflow is a sequence of states and transitions that an application goes through. It captures both the process and the rules for how applications are handled.
States represent the checkpoints in an application’s journey.
Example: For a driver’s license application:
Application Submitted → Payment Pending → Under Review → Approved → CompletedEach state indicates the current status of the application in the system.
Events are actions that trigger movement between states.
Examples:
Purpose: Events control state transitions, ensuring applications move logically from one step to the next.
Actions are system-driven tasks executed during transitions.
Examples:
Breaking Actions: Must succeed for the transition to complete
Non-Breaking Actions: Optional tasks (like sending notifications)