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Workflow Instances

Workflow Instances logs every ticket of every type against your workflow definitions, recording the workflow it matched (or No workflow if none applies) and the trigger that fired, along with its current status. The page header shows the count as N tickets matched to workflows. It is the operational counterpart to the Workflows module: where Workflows is where you design automation, Workflow Instances is where you watch it run.

What the View Shows​

Each row represents one ticket and its workflow association:

  • Ticket Key — The ticket identifier (for example, TKT-IT-000100).
  • Title — The ticket summary.
  • Type — Ticket, Service Request, Incident, Problem, or Change Request.
  • Severity — The ticket's severity level.
  • Current Status — Where the ticket sits in its lifecycle.
  • Workflow — The workflow definition matched to the ticket, or No workflow if none applies.
  • Trigger — The event that started the matched workflow.
  • Created — When the ticket was created.

Filtering​

Narrow the list using the Ticket Type, Workflow, and Status filters to focus on a particular process or to find tickets that have not yet matched an active workflow.

Note: Tickets shown with No workflow have not matched any active workflow definition. Activate the relevant workflow in the Workflows module so future tickets are picked up automatically.