Setting Up a Basic Workflow in Digital Workplace Catalog

Overview

• Demonstration of setting up a basic workflow in Digital Workplace Catalog (DWP).
• Focus on invoking approval requests and creating work order fulfillment records in ITSM.

Main Steps

1. Create and Configure the Service
2. Create the Workflow and Required Variables
3. Add Questions to Service Questionnaire
4. Design the Workflow on the Canvas
5. Publish the Service to DWP
6. Verify the Service as an End User

Step 1: Create and Configure the Service

• Navigate to Services > Create New > Service.
• Example service named "Request a Laptop".
• Configure the service profile, including:
  • Adding a logo.
  • Service excerpt: "Use this service request to request a new laptop."
  • Service description explaining approval process.

Step 2: Create the Workflow and Input Variables

• Click on Workflow Edit Link > Add Workflow > New Workflow.
• Name the workflow: "Request Laptop Workflow".
• Add variables:
  • Service Broker Context Data Variable (to capture info).
  • Select a Laptop (multi-select variable).
  • User Shipping Address (text variable).
  • Select Your Accessories (text variable).
  • Reason for Laptop Request (text variable).
• Save variable settings.

Step 3: Add Questions to the Questionnaire

• Navigate to Service Options > Workflow > Add > Actions > Create Single User Request.
• Add the questions:
  • Select Your Accessories (multi-select).
  • Select a Laptop (single-select, make this required).
  • User Shipping Address (text area, required).
  • Reason for Laptop Request (text area, required).
• Name the questionnaire: "Laptop Questions" and save.

Step 4: Design the Workflow

• Return to Service Options > Edit Workflow.
• Add a Call Activity for approval processes.
  • Define approval using the Default Approval Process.
  • Define input properties (User ID and Approval Summary).
  • Add an Exclusive Gateway to branch workflow based on approval status (approved, denied, error).
• Configure the Create Work Order with Identifiers activity.
• Configure all subsequent activities accordingly (e.g., logging activities on approval/denial).

Step 5: Publish the Service to DWP

• Approve and publish the service so it appears in the DWP portal for end users.

Step 6: Verify as an End User

• Log into DWP as an end user:
  • Select Request a Laptop and fill out the questionnaire.
  • Submit the request and observe status changes.
• Login as the manager to approve or deny the request:
  • If approved, status changes to Approved.
  • If denied, status changes to Canceled with appropriate messages.

Conclusion

• Workflow demonstrates basic approval processes and service request handling in DWP.
• Encouraged to subscribe to BMC Remedy and Discovery for more support videos.