Provides flow and actions associated with ITSM. Requires the ITSM application suite.

ActionDescription
Add Comment Adds a comment to a task record.
Add Worknote Adds a work note to a task record.
Apply Change Approval Policy Controls the approval process for a change request by creating user and group approvals according to a change approval policy record. Multiple actions can be used in a flow, where each action references the same or different Change Approval Policies.
Assign Incident to CI Support Group Updates an incident record to assign it to the CI Support Group.
Cancel Change Tasks from Flow Cancels all related pending and open change tasks that are created from Flow.
Check Change for User Approval Checks if the specified user has already approved the change request.
Create Catalog Task on Request Creates a Catalog Task record from a Request record.
Create Catalog Task on Request Item Creates a Catalog Task record from a Request Item record.
Create Change Task on Change Request Creates a Change Task record from a Change Request record.
Create Emergency Change Request Creates a Change Request record of type Emergency.
Create Emergency Request from Incident Creates a Change Request record of type Emergency from an Incident record.
Create Incident Creates an Incident record.
Create Incident Task on Incident Creates an Incident Task record from an Incident record.
Create Normal Change Request from Incident Creates a Change Request record of type Normal from an Incident record.
Create Outage Creates a cmdb_ci outage record for a configuration item. The Task field is populated only if the source is a task record. If the source is non-task record such as an alert record, the Task field is empty.
Create Problem from Incident Creates a Problem record from an Incident record.
Create Request Creates a Request record.
Create Standard Change Request Creates a Change Request record of type Standard. For more information, see IT Service Management .
Create Task Creates a child task record for a Task table record. For example, creates an Incident Task record for an Incident record.
Create Task Outage Relationship Creates a Task Outage Relationship record where cmdb_ci outage record and task record are inputs to the action.
Create Standard Change Request from Incident Creates a Change Request record of type Standard from an Incident record.
Disregard Change Approvals Sets all related pending approvals to no longer required.
Update Assignee Updates the Assigned to field of a Task table record.
Update Assignment Group Updates the Assignment Group field of a Task table record.

Data mappings

Users with the admin, flow_designer, or action_designer roles can open and view the steps of ITSM Spoke actions. To view data mappings between ITSM data types, view the Create Record step of the ITSM Spoke action. Most ITSM Spoke data is stored in extensions of the Task [task] table, which means that many of the data types share common fields.

Figure 1. Create Record step for the Create Normal Change Request from Incident action
Field values used to create an Change Request from an Incident record

For example, the Create Normal Change Request from Incident action uses the common Task table fields for Short description, Configuration Item, Priority, Domain, Company, and Description to create a Change Request from an Incident.