Request and Workflow Interaction

Request status can change as the request moves through a workflow toward resolution. Each request status can control its request field attributes, such as field visibility or editability. A request status can be tied to a workflow step so that when the request reaches that step, it acquires the status specified by that step. The request status at a particular workflow step can then drive field logic during the life of the request.

In addition to setting the status of the parent request, you can also configure a workflow to specify who is assigned to the request at each step. The workflow step can drive both the Assigned To field and the Assigned Group field. You can set these fields based on dynamic properties of the parent request through the use of tokens, facilitating automatic routing of the request as it moves through its workflow process.

Typically, a single request type is associated with a single workflow. Information contained in the request (defined in the request type) works together with the workflow process to ensure that the request is processed correctly. Although you can apply one workflow to many different request types, the level of possible integration between request type and workflow is more practical with a one-to-one mapping.