Workflow

The "Workflow Security" streamlines the process of approving service requests, ensuring proper oversight and governance. Service requests are automatically routed to designated approvers based on predefined rules. Administrators, including OE_ADMIN and Users with "ovaledge.role.admin" roles, can create custom workflows applicable to specific requests and object types, allowing them to have granular control over the approval process. Approvers can be defined as individuals, teams, or roles, providing flexibility in assigning approval responsibilities. It is possible to establish approvers at global (for all requests) and service desk template-specific levels. OvalEdge also provides a set of system-defined workflows based on service desk templates that are readily available. Custom workflows created by administrators can be deleted, but system workflows are permanent.

The OE_ADMIN can perform the following additional actions.

• Create custom approval workflows for service requests.

• Define approvers (individuals, teams, or roles) and set Service Level Agreements (SLAs) for approvals.

• Delete custom workflows (system workflows are pre-defined and non-deletable).