Configure workflows for IT demand

This section provides instructions on how to configure workflows for IT demand.

Overview of IT demand and workflows

The schedule, reject, and assign functions in Demand Management interact directly with workflows. When a request is scheduled, rejected, or assigned, the current workflow step is selected for a transition. If the workflow step is configured with a scheduling-related transition, the request follows the transition out of the step. If this transition is not defined for the current workflow step, no processing occurs, but the IT demand is still marked as scheduled, rejected, or assigned (see Figure 4-1. Workflow step without IT demand transitions and Figure 4-2. Workflow step with IT demand transitions).

Figure 4-1. Workflow step without IT demand transitions

Figure 4-2. Workflow step with IT demand transitions

Access IT demand workflows

PPM includes a quick way to select and open IT demand workflows. This section provides details about how to open these IT demand workflows: bug (defect) fixes, enhancement requests, and initiatives. For details on how to open these workflows, see Demand-related menus.

Configure IT demand transitions

Demand Management for IT demand includes an additional method for transitioning out of a workflow decision step that coincides with an IT demand scheduling event. When adding a transition from one workflow decision step to another workflow step, in the Define Transition window, select Specific Event, and then specify the event for the transition.

The following is a list of the Demand Management for IT demand transitions:

  • Assign Demand

  • Schedule Demand

  • Reject Demand

For more information about how to configure workflow steps, see the Demand Management Configuration Guide.

Manage IT demand event errors

Demand Management for IT demand events do not occur if one of the following conditions exists:

  • There is required look-ahead for the transition. The exception to this exception is when the look-ahead requires you to specify an assigned-to user during the assignment of IT demand.

  • You do not have the required security permissions (IT demand request type and workflow step) to transition out of the workflow step.

  • The IT demand request type is locked for editing by another user.

If the scheduling, assignment, or rejecting event does not work, an error message is returned.