Archibus SaaS / Maintenance / Workflow
Corrective Maintenance / SLA Console
Preventive Maintenance / SLA Console

Concept: Workflow Name

The system generates a name for each SLA workflow. This name is used to identify the workflow on the SLA console, and when selecting workflows that have been saved as templates. The system generates the name for the on demand workflow for each SLA based on the following fields in the workflow:

• Request Approval
• Dispatch Option
• Auto Issue

The system uses the following conventions when generating the workflow name:

• Although there can be many other fields that make up the workflow, only these three will be included in the name.
• If there are multiple approvals required for the work request, only the highest priority approval will be included.
• If the request is not Auto-Issued, then only two phrases will make up the name: the Request Approval and the Dispatch Option.

You cannot edit the Workflow Name.

Where the name is stored

A new field will be added to the database to store this name:

helpdesk_sla_response.workflow_name

When creating multiple SLAs simultaneously that use different request parameters, but have the same workflow and service levels, each new SLA will have the same value in the Workflow Name field.

Examples

Example 1: If the SLA requires work requests to be approved by John Smith, the requests are auto-issued, and are assigned to work team SanFran1, then the name of the request will be:

• Approval by John Smith; Auto-Issue; Work Team SanFran1

Example 2: If the SLA does not require work requests to be approved, is not auto-issued, and is dispatched to Jane Johnson:

• Auto-Approved; Dispatcher Jane Johnson