Managing Workflows created in the Workflow Designer.

Overview

Workflows page is available in the Administration application → Services & Processes → Workflow Designer →  Workflows.

Workflow Designer Workflows page lists all available in the system workflows, including basic information like name, integration context, released version, creator, and creation date. From this page, users can create a new workflow, search through existing ones, edit, clone, activate, deactivate, delete workflows, or export workflow data:

The default workflows are marked as System and cannot be modified. The following workflows are provided by default:

• Manual Service Provisioning Workflow
• Conditional Approval Workflow
• AI Agent for Ticket Preparation

Manual Service Provisioning Workflow

A new option in the AI-Native Workflow Designer introduces support for manual service provisioning workflows, enabling service catalog managers and administrators to manage provisioning steps more flexibly.

Key capabilities include:

• Trigger for service provisioning after approval: once a service request is approved, a provisioning workflow can automatically start.
• Action “Create Task”: during provisioning, workflows can generate tasks with full parameterized summaries and descriptions, allowing contextual information (such as service name, ID, recipient, reason) to be dynamically included.
• Wait for Task completion: workflows remain in status Pending Provisioning until the created task is closed with a valid reason. If the task is closed incorrectly or fails, the workflow status is updated to Failed.

This enhancement extends automation and ensures provisioning workflows correctly track manual activities while preserving the consistency of service status.

Conditional Approval Workflow

The new Workflow Designer makes it easy to model complex approval scenarios by combining parallel execution, conditional logic, and loops — all in a visual drag-and-drop canvas.

This example workflow, shipped out-of-the-box as a ready-to-use template, demonstrates how customers can build conditional approval chains for specific business processes.

Example Workflow Description

1. Trigger: Workflow starts when approval is required.
2. Parallel Approvals: Requests are sent in parallel to multiple approvers (e.g., two managers).
3. Merge & Loop: After both approvals are completed, the workflow iterates for each booking entry.
4. Conditional Logic (IF/Else):
   1. If specific conditions are met (e.g., the price of a requested service exceeds a defined threshold), the workflow automatically routes the request to an additional approver (e.g., cost center manager or finance).
   2. Otherwise, it continues with the standard approval path.
5. Additional Approvals: Further approval steps are executed (e.g., department lead or cost center manager).
6. Completion: Once all conditions and loops are processed, the workflow closes with the necessary task creation.

Key Capabilities Shown

• Parallel & serial approvals (OR / AND logic).
• Looping support: process a collection of items dynamically.
• Conditional routing with IF/Else inside loops (e.g., cost-based approvals).
• Customer-specific approval chains are fully supported.

  

AI Agent for Ticket Preparation

This workflow leverages Matrix42 Intelligence to automatically classify incoming tickets, assign categories and priorities, and route them to the right team, minimizing manual effort and ensuring consistent triage.

Workflow

• Trigger: A new ticket is created (source = Email or Self-Service Portal).
• AI Actions:
  • Detect whether the ticket is an Incident or Service Request.
  • Assign the correct Category based on the ticket content.
  • Detect Impact & Urgency, calculate Priority automatically.
• Follow-up Actions:
  • Transform ticket to Incident or Service Request and apply default values (Role, Category, etc.) for the target type.
  • If AI confidence for a better category is high, update the category and route to the appropriate team.
  • Journal entries are added for all automated updates to maintain transparency.
  • Notify stakeholders and responsible users via Email and Push notifications.

Outcome

• Faster triage: tickets are automatically classified and routed.
• Higher accuracy: ensures consistency in category, priority, and assignment.
• Improved SLA adherence: reduces manual workload and response delays.
• Flexible: customers can adjust the default workflow and add more AI actions as needed.

Major Incident (MI) Proposals automation template 

Prerequisites:

• Matrix42 Enterprise minimum v. 25.4
• Installed AI-Native Workflow Designer Extension
• Installed Add-ons Al Assist & Al Proposals for Service Desk
• Licenses required: ITSM 2023 Advanced/Enterprise or ITSM 2025 Enterprise and Intelligence

Major Incident Proposal Trigger & OOTB AI Agent for Proactive Major Incident Management

We are introducing a new out-of-the-box (OOTB) automation template for handling Major Incident (MI) Proposals. This workflow helps organizations standardize and accelerate the process of identifying, escalating, and communicating Major Incidents.

Example Workflow: AI Agent for Proactive Major Incident Management

Trigger:

• The workflow starts when a Major Incident Proposal is created (manually by a Service Desk agent or automatically predicted by AI).

Workflow Steps:

1. Prediction & Validation
   1. Detect potential Major Incident (via AI prediction or related tickets).
   2. Validate whether escalation criteria are met.
2. Ticket Update & Escalation
   1. Update the ticket with Major Incident status.
   2. Automatically escalate to Major Incident type.
3. Notifications & Communication
   1. Notify key stakeholders and the assigned Incident Manager.
   2. Generate user-friendly messages for end users.
   3. Publish updates directly to the Service Availability Center (SAC).
4. Categorization & Journal Updates
   1. Detect and adjust the ticket category if needed.
   2. Add journal entries to keep a transparent record of all automated decisions.
5. End-User Visibility
   1. Display Major Incident details in SAC.
   2. Provide clear and consistent communication to affected users.

Key Benefits

• OOTB automation for Major Incident proposals and predictions.
• Seamless communication with end users via the Service Availability Center.
• Improved transparency with automated journal entries.
• Accelerated escalation to reduce downtime and business impact.

This OOTB Agent can be used as delivered or extended with customer-specific logic (e.g., additional approval steps, custom notifications, or AI-powered conditions).