Changing the order of workflow items

Updated in 8.3

You can change the order of Templates, Integrations, and business policies of Tickets and Change Requests.

The order of Templates and Integrations specifies the display order of their commands in the Desktop App and the Web App. The order of business policies specify their execution order.

Changing the display order of Templates and Integrations

Reordering New commands

In the Desktop App and the Web App, the New menu displays commands for creating objects in the order in which you have created Templates in the Settings App. You can change this display order.

NOTE: For details on the New menu, see Adding records.

To change the display order of New commands:

  1. In the Customization > [ Module] > [ Object Class] > Workflow > Templates section, click Display Order.

    The
    Display Order window opens. This window shows Template names with their icons in the order as they are listed in the Desktop App's New menu.

  2. Select each Template to reorder and use the Move Up and Move Down buttons to change its location.

  3. Click OK.

In the Desktop App and the Web App, the "Integrations" group of the Action Bar and Actions menu displays commands for running external applications in the order in which you have created Integrations in the Settings App. You can change this display order.

NOTE: For details on the Action Bar, see Action Bar.

To change the display order of Integration commands:

  1. In the Customization > [Module] > [Object Class] > Workflow > Integrations section, click Display Order.

    The Display Order window opens. This window shows names of Integration commands with their icons in the order as they are listed in the Desktop App.

  2. Select each command to reorder and use the Move Up and Move Down buttons to change its location.

  3. Click OK.

Changing the execution order of Business Policies

If there are more than one business policies applied when Tickets or Requests are created or modified, Alloy Navigator Express executes those policies in the order they were created.

NOTE: You cannot change the execution order of Escalation policies because they run according to a schedule: Alloy Navigator Express regularly checks policy condition and escalates the Ticket, Change Request or Approval Request if the condition is true.

To change the execution order of business policies:

  1. In the Customization > Service Desk > Tickets > Workflow > Business Policies section, click Order. The Execution Order window opens.

  2. Select each policy you want to reorder and use the Move Up and Move Down buttons to change its location.

  3. Click OK.