Workflow Designer Actions

Push Notification 

The AI-Native Workflow Designer now supports a Send Push Notification action, allowing workflows to notify responsible users in real time via in-app alerts or Microsoft Teams, depending on user settings.

Key capabilities

• Customizable alert content: define Title and Body with static text or dynamic placeholders (e.g., Ticket ID, Summary, Impact).

• Targeted delivery:  notify responsible users, decision makers, or specific roles based on workflow logic.

• Multi-channel support: notifications can be delivered in-app or directly into Microsoft Teams.

• Configurable options: adjust category, event type, item context, and even notification sounds.

• Deep links to objects: use Item Entity Name and Item Object to automatically generate a direct link to the referenced object (e.g., Incident, Service Request, Approval).

• Links: include URLs for direct navigation to the relevant ticket, service, or workflow context.

Send Email Action 

Workflow automation in the AI-Native Workflow Designer now includes a Send Email action, enabling dynamic stakeholder communication directly within workflows.

Key capabilities

• Customizable email content: define Subject and Body with static text or dynamic placeholders (e.g., Ticket ID, User, Category, Urgency).

• Dynamic content: insert workflow data fields such as ticket type, impact, or responsible role from the Workflow Context to personalize notifications.

• Email signature support: select predefined signatures for consistent corporate communication.

• Priority control: set message priority for critical escalations.

• Flexible recipients configure static addresses or use dynamic recipient fields (e.g., requester, manager, responsible role).

• Inline preview: review the complete email content before activating the workflow.

Why it matters

• Ensures timely stakeholder communication as part of automated processes.

• Reduces reliance on external notification tools by embedding communication into workflows.

• Improves transparency and accountability with automated status updates and alerts.

Add Journal Entry

The Workflow Designer now includes an “Add Journal Entry” action, enabling workflows to automatically record contextual updates directly in the journal of related activites (e.g., Incidents, Service Requests, Changes).

Key capabilities

• Customizable journal entries: define entry type (e.g., AI Triage, System Update) and attach detailed comments.

• Linked to objects: entries are stored against the selected record (e.g., ticket) to ensure a complete activity history.

• Automated updates: journal entries can include AI-detected values (ticket type, category, urgency, impact, priority) as well as workflow actions (responsible team assignment, notifications sent, escalations triggered).

• Creator context: specify who the journal entry appears from (e.g., AI Agent, Workflow System, or designated role).

• Audit & transparency: every AI-driven or automated action is fully traceable, improving accountability and compliance.\

Ticket Transform 

A new workflow activity/action Transform Ticket is now available in both Workflow Studio and the AI-Native Workflow Designer. This action allows you to seamlessly convert tickets between types (e.g., Service Request ↔ Incident).

Key capabilities

• Transform Ticket: change the type of a ticket to Incident or Service Request within workflows.

•  Automatic defaults: when a ticket is transformed, the default category and default role of the new target type are automatically applied.

• Workflow Studio & Workflow Designer: the activity is supported across both workflow tool for full backward compatibility and forward innovation.

Why it matters

• Provides flexibility for automation scenarios where ticket type may change during processing (e.g., a general request escalated to an Incident).

• Ensures consistency by automatically applying target-type defaults without manual adjustments.

• Simplifies workflow design and improves service desk efficiency.

Condition Builder for If/Then/Else and Switch 

We’ve enhanced the Workflow Designer with a powerful Conditional Builder that allows users to define complex branching logic without coding.

Key capabilities

• If/Then/Else branching – build conditions that check multiple attributes (e.g., Ticket Category, Impact, Asset presence) and define the follow-up path.

• Switch conditions – easily handle multiple outcomes from a single attribute with structured branching.

• Visual Condition Builder – create conditions through a drag-and-drop interface and logical operators (AND/OR).

• Multiple condition groups – combine attribute checks (e.g., If Category = Security AND Asset is set).

• Inline documentation – add comments to clarify the purpose of each condition for other workflow designers.

Parallel & Serial Execution (Approvals & other Actions)  

The AI-Native Workflow Designer now supports Parallel Execution blocks, allowing workflow designers to orchestrate approvals and other actions with flexible execution logic.

Key capabilities

• Parallel Execution (OR): multiple approval or action branches can run at the same time; the workflow continues once any branch is completed.

• Serial Execution (AND): actions or approvals are processed sequentially; the workflow continues only once all defined branches are completed.

• Approvals: approvals can be sent to managers, technical owners, cost centers, or other stakeholders in parallel or serial mode.

• Other actions: not limited to approvals; can be applied to tasks, tickets, changes, or any workflow activity that requires orchestration.

• Merge Execution: parallel branches can be merged back into a single flow for continued processing.

Record Creation & Update 

Workflow automation is now more flexible with new record-based triggers in Workflow Designer.

Key capabilities

• On Record Creation – start a workflow whenever a new record is created (e.g., a new Incident or Service Request).

• On Record Update – start a workflow when an existing record is updated (e.g., urgency changed, status updated).

• ️ Multi-configuration item support – multiple configuration items that share the same data definition can be selected for a single trigger (e.g., Incident + Service Request).

•  Validation included – items with different data definitions (e.g., License and Computer) cannot be combined to avoid invalid triggers.

Why it matters

• Enables powerful event-driven automation without scripting.

• Reduces complexity by letting admins reuse a single trigger across multiple but related configuration items.

• Improves process consistency across Incident and Request handling while keeping system integrity intact.