Reporting on original workflow used to create RITM

[Sarah Nacey]

Hello! Have been searching and unfortunately haven't been able to find an answer so hoping someone here can help. We are trying to report on RITMs by the historical workflow that was used to create them.

For context, we have an IT service catalog for users to request apps. The catalog item initially is a manual workflow ("Workflow A") where it creates a CTASK and routes to an agent. However, over time, we are automating that work. When the action for that catalog item is automated, the workflow for the catalog item changes to "Workflow B".

I have created reports using the RITM table to show all RITM tickets created with their associated workflow; however, what I have found is that using the field "item.Workflow" only pulls the current workflow for ALL tickets associated with that catalog item. For example, from Jan 2024 to Feb 2024, the catalog item used "Workflow A" and then March 2024 changed to "Workflow B". However, my report shows that all tickets ever created (even the ones before March 2024) were "Workflow B" (since I think its just pulling from whatever the current workflow is).

Is there any way to report on the actual workflow used to create a specific RITM? Thank you in advance for any advice!

[James Chun]

Hi @Sarah Nacey,

Not sure if I understood the requirement correctly, but I think you can use the 'Context' field on the RITM table. It displays the workflow 'attached' to a RITM.

Cheers

[Sarah Nacey]

@James Chun  - Thanks for the suggestion! I checked that and unfortunately the Context field is showing up blank for all of our RITM tickets for some reason. Any ideas why that would be by any chance?

[James Chun]

@Sarah Nacey,

No worries, just to double check, you are using Workflow, not Flow?

Also, these are deleted after x number of days (I believe it was 180 days).

But if you are using Workflow and looking at recent records, the above is not the reason for the issue.

If this is the case, can you check the Workflow context [wf_context] table and confirm that there are workflow context records associated with RITMs under the 'Related record' column?

Cheers