Change Workflow
The Change Workflow in Faveo Servicedesk helps you automate IT change management processes and reduce manual effort. By setting smart rules, actions like applying a task template, enforcing CAB approval, or updating the status of a change request happen automatically whenever the conditions you define are met. This ensures your change requests are handled faster, more accurately, and with greater consistency, improving the overall efficiency of your helpdesk and IT service management.
Workflows are powered by simple rules and conditions. These conditions decide when and how the workflow will run. You can apply rules based on:
- Requester fields (e.g., department, organization)
- Asset fields (e.g., asset type, impact type)
- Change fields (e.g., change type, impact, assigned agents)
There are two ways to set conditions:
- Match Any (OR logic) – Workflow runs if at least one condition is met. Example: If the change type is Standard OR the requesterโs department is IT
- Match All (AND logic) – Workflow runs only if all conditions are met. Example: If the change type is Emergency AND the impact is High.
You can also use grouped conditions with AND/OR filters for more advanced scenarios, like: (Change Type = Emergency AND Impact = High) OR (Department = IT AND Asset Type = Server)
Advantages of Implementing Change Workflows
1. Automate Collaboration : Keep CAB approvals and team assignments automated and transparent.
2. Process Automation : Saves time by automatically applying templates, approvals, or updates to change requests.
3. Consistency : Ensures all change requests follow organizational policies without manual oversight.
4. Accuracy : Reduces the risk of human error by enforcing rule-based actions.
5. Flexibility with AND/OR Logic : Supports simple rules or complex group conditions to match real business scenarios.
6. Improved Team Collaboration : Automatically applies CAB approvals and task assignments, keeping everyone aligned.
What Happens When a Workflow is Applied?
When a new change request is created, Faveo automatically checks your defined conditions. If they are met, the system performs the selected actions instantly. This means your IT change management process runs smoothly, without delays or confusion, keeping your helpdesk team efficient and customers satisfied.
