# State Machine and Workflow **URL:** https://community.sapphireims.com/c/service-desk/state-machine-workflow/67.md [Latest](https://community.sapphireims.com/latest.md) · [Categories](https://community.sapphireims.com/categories.md) · [Tags](https://community.sapphireims.com/tags.md) --- ## [About the State Machine and Workflow category](https://community.sapphireims.com/t/about-the-state-machine-and-workflow-category/126)
**Author:** [@admin](https://community.sapphireims.com/u/admin)\ **Replies:** 0
--- ## [E-mail based approval is not working in my setup. How to troubleshoot the issue?](https://community.sapphireims.com/t/e-mail-based-approval-is-not-working-in-my-setup-how-to-troubleshoot-the-issue/543)
**Author:** [@Sofan](https://community.sapphireims.com/u/Sofan)\ **Replies:** 0\ **Last updated:** [April 7, 2021, 9:02am UTC](https://community.sapphireims.com/t/e-mail-based-approval-is-not-working-in-my-setup-how-to-troubleshoot-the-issue/543 "2021-04-07T09:02:54Z")
When E-mail based approval is not working, please verify following points - • Check whether you have configured E-mail notification with proper template where required Macro is in place for state movement • Check wheth… --- ## [Can we use the same Approval state (Instead of creating multiple Approval state) to get approved from multiple people before getting assigned?](https://community.sapphireims.com/t/can-we-use-the-same-approval-state-instead-of-creating-multiple-approval-state-to-get-approved-from-multiple-people-before-getting-assigned/500)
**Author:** [@Sofan](https://community.sapphireims.com/u/Sofan)\ **Replies:** 0\ **Last updated:** [March 29, 2021, 11:36am UTC](https://community.sapphireims.com/t/can-we-use-the-same-approval-state-instead-of-creating-multiple-approval-state-to-get-approved-from-multiple-people-before-getting-assigned/500 "2021-03-29T11:36:53Z")
Yes, it is possible through the script. Please reach out to our support team to prepare the script and enable it. --- ## [Do you have an option to control next possible state display based on old state transaction of the record?](https://community.sapphireims.com/t/do-you-have-an-option-to-control-next-possible-state-display-based-on-old-state-transaction-of-the-record/499)
**Author:** [@Sofan](https://community.sapphireims.com/u/Sofan)\ **Replies:** 0\ **Last updated:** [March 29, 2021, 11:31am UTC](https://community.sapphireims.com/t/do-you-have-an-option-to-control-next-possible-state-display-based-on-old-state-transaction-of-the-record/499 "2021-03-29T11:31:31Z")
Yes, it is possible. Since this needs workflow script, please reach out to our support team to get this enabled. Please refer similar article - --- ## [Do you have an option to control next possible state display based on Additional field value of record?](https://community.sapphireims.com/t/do-you-have-an-option-to-control-next-possible-state-display-based-on-additional-field-value-of-record/498)
**Author:** [@Sofan](https://community.sapphireims.com/u/Sofan)\ **Replies:** 0\ **Last updated:** [March 29, 2021, 11:26am UTC](https://community.sapphireims.com/t/do-you-have-an-option-to-control-next-possible-state-display-based-on-additional-field-value-of-record/498 "2021-03-29T11:26:24Z")
Yes, it is possible. Since this needs workflow script, please reach out to our support team to get this enabled. The Workflow script will be placed in locaiton : \[SapphireIMS Installed location\]\\SapphireIMS\\WebManagemen… --- ## [How to make comment mandatory for a particular state?](https://community.sapphireims.com/t/how-to-make-comment-mandatory-for-a-particular-state/485)
**Author:** [@Sofan](https://community.sapphireims.com/u/Sofan)\ **Replies:** 0\ **Last updated:** [March 24, 2021, 1:18pm UTC](https://community.sapphireims.com/t/how-to-make-comment-mandatory-for-a-particular-state/485 "2021-03-24T13:18:03Z")
We can do this by going to setting page of particular process ‘Workflow management’-\>‘States’. In this page you need to click under ‘Customize fields’ column for a particular state name for which you want to make comment… --- ## [How do we set default enclosure access type for all the users?](https://community.sapphireims.com/t/how-do-we-set-default-enclosure-access-type-for-all-the-users/484)
**Author:** [@pavan.kumar](https://community.sapphireims.com/u/pavan.kumar)\ **Replies:** 0\ **Last updated:** [March 24, 2021, 1:02pm UTC](https://community.sapphireims.com/t/how-do-we-set-default-enclosure-access-type-for-all-the-users/484 "2021-03-24T13:02:35Z")
Go to Project Configuration Settings-\>General Settings-\>Project Settings-\>Config Settings -\>‘Default enclosure access in servicedesk’ and set the value as 0 if access required is public and 1 if access required is priva… --- ## [How do we control fields appearing while doing state movement like Assign or Approval?](https://community.sapphireims.com/t/how-do-we-control-fields-appearing-while-doing-state-movement-like-assign-or-approval/483)
**Author:** [@Sofan](https://community.sapphireims.com/u/Sofan)\ **Replies:** 0\ **Last updated:** [March 24, 2021, 11:20am UTC](https://community.sapphireims.com/t/how-do-we-control-fields-appearing-while-doing-state-movement-like-assign-or-approval/483 "2021-03-24T11:20:27Z")
We can do this by going to setting page of particular process ‘Workflow management’-\>‘States’. In this page you need to click under ‘Customize fields’ column for a particular state name for which you want to remove/add t… --- ## [How do we control enclosure template to appear while performing state movement like Assign or Approval?](https://community.sapphireims.com/t/how-do-we-control-enclosure-template-to-appear-while-performing-state-movement-like-assign-or-approval/482)
**Author:** [@Sofan](https://community.sapphireims.com/u/Sofan)\ **Replies:** 0\ **Last updated:** [March 24, 2021, 11:16am UTC](https://community.sapphireims.com/t/how-do-we-control-enclosure-template-to-appear-while-performing-state-movement-like-assign-or-approval/482 "2021-03-24T11:16:02Z")
We can do this by going to setting page of particular process ‘Workflow management’-\>‘States’. In this page you need to click under ‘Customize fields’ column for a particular state name for which you want to display t… --- ## [How to update workgroup when a record is moved to specific state?](https://community.sapphireims.com/t/how-to-update-workgroup-when-a-record-is-moved-to-specific-state/480)
**Author:** [@pavan.kumar](https://community.sapphireims.com/u/pavan.kumar)\ **Replies:** 0\ **Last updated:** [March 24, 2021, 10:45am UTC](https://community.sapphireims.com/t/how-to-update-workgroup-when-a-record-is-moved-to-specific-state/480 "2021-03-24T10:45:03Z")
We can do this by going to setting page of process ‘User/Role Management’-\>‘Workgroup’ and then click on a particular workgroup and in the ‘Advance settings’ you need to select the specific state using ‘Consider State’ o… --- ## [How to enable cancel record option based on current state of record?](https://community.sapphireims.com/t/how-to-enable-cancel-record-option-based-on-current-state-of-record/479)
**Author:** [@Sofan](https://community.sapphireims.com/u/Sofan)\ **Replies:** 0\ **Last updated:** [March 24, 2021, 10:00am UTC](https://community.sapphireims.com/t/how-to-enable-cancel-record-option-based-on-current-state-of-record/479 "2021-03-24T10:00:46Z")
We can do this by going to setting page of particular process ‘Workflow Management’ -\>States. In this page, you need to click under ‘Customize fields’ column for a specific state name from where you need to enable cancel… --- ## [How do we control technician list drop down while assigning records?](https://community.sapphireims.com/t/how-do-we-control-technician-list-drop-down-while-assigning-records/476)
**Author:** [@Sofan](https://community.sapphireims.com/u/Sofan)\ **Replies:** 0\ **Last updated:** [March 24, 2021, 8:23am UTC](https://community.sapphireims.com/t/how-do-we-control-technician-list-drop-down-while-assigning-records/476 "2021-03-24T08:23:12Z")
We can do this by going to setting page of particular process ‘Workflow Management’ -\>States. In this page, you need to click under ‘Customize fields’ column for a specific state name for which you want to control Techn… --- ## [How do we control Approval manager list drop down while Sending record for approval?](https://community.sapphireims.com/t/how-do-we-control-approval-manager-list-drop-down-while-sending-record-for-approval/478)
**Author:** [@Sofan](https://community.sapphireims.com/u/Sofan)\ **Replies:** 0\ **Last updated:** [March 24, 2021, 9:52am UTC](https://community.sapphireims.com/t/how-do-we-control-approval-manager-list-drop-down-while-sending-record-for-approval/478 "2021-03-24T09:52:25Z")
We can do this by going to setting page of particular process ‘Workflow Management’ -\>States,. In this page, you need to click under ‘Customize fields’ column for a specific state name for which you want to control Appro… --- ## [How to give access to specific group to move record from specific state to next specific state in existing flow?](https://community.sapphireims.com/t/how-to-give-access-to-specific-group-to-move-record-from-specific-state-to-next-specific-state-in-existing-flow/475)
**Author:** [@harish](https://community.sapphireims.com/u/harish)\ **Replies:** 0\ **Last updated:** [March 24, 2021, 7:32am UTC](https://community.sapphireims.com/t/how-to-give-access-to-specific-group-to-move-record-from-specific-state-to-next-specific-state-in-existing-flow/475 "2021-03-24T07:32:30Z")
We can do this by going to setting page of process ‘workflow management’ -\>‘Workflow’. You need to search the specific state in ‘present state’ and ‘possible state’ columns which is already configured. Click on the icon… --- ## [Customer configured a post action on state A with script which will move a ticket from State A to State B. Customer complains that another post action configured on State B is not getting triggered. How will you address this issue?](https://community.sapphireims.com/t/customer-configured-a-post-action-on-state-a-with-script-which-will-move-a-ticket-from-state-a-to-state-b-customer-complains-that-another-post-action-configured-on-state-b-is-not-getting-triggered-how-will-you-address-this-issue/402)
**Author:** [@Sofan](https://community.sapphireims.com/u/Sofan)\ **Replies:** 0\ **Last updated:** [March 10, 2021, 9:07am UTC](https://community.sapphireims.com/t/customer-configured-a-post-action-on-state-a-with-script-which-will-move-a-ticket-from-state-a-to-state-b-customer-complains-that-another-post-action-configured-on-state-b-is-not-getting-triggered-how-will-you-address-this-issue/402 "2021-03-10T09:07:05Z")
The state transitions done within the post action script cannot trigger another postaction. In such cases, we need to handle both the logics in the first post action script itself such that both gets executed sequentiall… --- ## [Do we have option to configure separate workflow for a particular Service or Category or Subcategory?](https://community.sapphireims.com/t/do-we-have-option-to-configure-separate-workflow-for-a-particular-service-or-category-or-subcategory/474)
**Author:** [@Sofan](https://community.sapphireims.com/u/Sofan)\ **Replies:** 0\ **Last updated:** [March 24, 2021, 7:23am UTC](https://community.sapphireims.com/t/do-we-have-option-to-configure-separate-workflow-for-a-particular-service-or-category-or-subcategory/474 "2021-03-24T07:23:52Z")
We can do this by going to setting page of process ‘workflow management’-\>‘Workflow’. You need to select specific Service in ‘Service’ and subcategory in ‘subcategory’ in the screen and then select a ‘group’ for which y… --- ## [When approval manager of a record is changed to another approval manager, wehther previous approval manager can track the request status?](https://community.sapphireims.com/t/when-approval-manager-of-a-record-is-changed-to-another-approval-manager-wehther-previous-approval-manager-can-track-the-request-status/470)
**Author:** [@pavan.kumar](https://community.sapphireims.com/u/pavan.kumar)\ **Replies:** 0\ **Last updated:** [March 23, 2021, 2:15pm UTC](https://community.sapphireims.com/t/when-approval-manager-of-a-record-is-changed-to-another-approval-manager-wehther-previous-approval-manager-can-track-the-request-status/470 "2021-03-23T14:15:42Z")
Yes. We can enable the setting key - Enable or Disable Approval Manager Change Ticket View. If this setting key is enabled, approval manager can access the tickets of his ownership changed to another. Once this option i… --- ## [When owner of a record is changed to another Technician, whether previous owner can track the request status?](https://community.sapphireims.com/t/when-owner-of-a-record-is-changed-to-another-technician-whether-previous-owner-can-track-the-request-status/469)
**Author:** [@pavan.kumar](https://community.sapphireims.com/u/pavan.kumar)\ **Replies:** 0\ **Last updated:** [March 23, 2021, 2:13pm UTC](https://community.sapphireims.com/t/when-owner-of-a-record-is-changed-to-another-technician-whether-previous-owner-can-track-the-request-status/469 "2021-03-23T14:13:37Z")
Yes. We can enable the setting key - Enable or Disable Owner Change Ticket View. If this setting key is enabled, technician can access the tickets of his ownership changed to another. Once this option is enabled, when w… --- ## [How do an Approval Manager come to know whether it is parallel or sequential multi approval when record is moved for approval?](https://community.sapphireims.com/t/how-do-an-approval-manager-come-to-know-whether-it-is-parallel-or-sequential-multi-approval-when-record-is-moved-for-approval/471)
**Author:** [@pavan.kumar](https://community.sapphireims.com/u/pavan.kumar)\ **Replies:** 0\ **Last updated:** [March 23, 2021, 2:18pm UTC](https://community.sapphireims.com/t/how-do-an-approval-manager-come-to-know-whether-it-is-parallel-or-sequential-multi-approval-when-record-is-moved-for-approval/471 "2021-03-23T14:18:12Z")
if it is a parallel approval, all the approval managers will get the approval request. There will be an icon provided in New UI record list view called Pending approvals. Approval manager can click on the icon to view th… --- ## [Is it possible to send Attachment through mails in service desk?](https://community.sapphireims.com/t/is-it-possible-to-send-attachment-through-mails-in-service-desk/244)
**Author:** [@pavan.kumar](https://community.sapphireims.com/u/pavan.kumar)\ **Replies:** 0\ **Last updated:** [February 26, 2021, 3:03pm UTC](https://community.sapphireims.com/t/is-it-possible-to-send-attachment-through-mails-in-service-desk/244 "2021-02-26T15:03:20Z")
Yes, SapphireIMS do provide and option for Project admin to send Attachment based on the State of the record. Admin can enable or disable the option as per the business requirement. We can do this by going to setting pa… --- ## [How to view the workflow configured for the process?](https://community.sapphireims.com/t/how-to-view-the-workflow-configured-for-the-process/473)
**Author:** [@pavan.kumar](https://community.sapphireims.com/u/pavan.kumar)\ **Replies:** 0\ **Last updated:** [March 23, 2021, 2:25pm UTC](https://community.sapphireims.com/t/how-to-view-the-workflow-configured-for-the-process/473 "2021-03-23T14:25:41Z")
We can do this by going to setting page of process and go to ‘workflow management’ and ‘Workflow’, in the right side of the screen you have ‘Workflow Viewer’ on click of that it will display the workflow configured. Als… --- ## [Can we override the multi approval configuration on state change?](https://community.sapphireims.com/t/can-we-override-the-multi-approval-configuration-on-state-change/472)
**Author:** [@Sofan](https://community.sapphireims.com/u/Sofan)\ **Replies:** 0\ **Last updated:** [March 23, 2021, 2:20pm UTC](https://community.sapphireims.com/t/can-we-override-the-multi-approval-configuration-on-state-change/472 "2021-03-23T14:20:01Z")
Yes. We can go to that multi approval state’s customize fields. By Clicking on it, a pop-up window will open to configure the multi approval managers. There we can check the option ‘Override at State Transition’. If it … --- ## [Customer raised an incident stating when he is trying to perform 'Change Ownership' from the record edit screen, he is not getting the owners listed in the dropdown. What could be the issue?](https://community.sapphireims.com/t/customer-raised-an-incident-stating-when-he-is-trying-to-perform-change-ownership-from-the-record-edit-screen-he-is-not-getting-the-owners-listed-in-the-dropdown-what-could-be-the-issue/418)
**Author:** [@hari](https://community.sapphireims.com/u/hari)\ **Replies:** 0\ **Last updated:** [March 10, 2021, 10:56am UTC](https://community.sapphireims.com/t/customer-raised-an-incident-stating-when-he-is-trying-to-perform-change-ownership-from-the-record-edit-screen-he-is-not-getting-the-owners-listed-in-the-dropdown-what-could-be-the-issue/418 "2021-03-10T10:56:39Z")
Users will get listed only if the record has earlier traversed through a state which is inherited from ‘Assign’. It means, the record should have been assigned atleast once to a technician for the change ownership to wor… --- ## [While configuring an AFE rule to perform the auto assignment of a record to 'Assign to Helpdesk' based on location. I select the 'To State' as 'Assign to Helpdesk' but I dont get the option to select 'Location' as 'Yes' How to corrct it this issue?](https://community.sapphireims.com/t/while-configuring-an-afe-rule-to-perform-the-auto-assignment-of-a-record-to-assign-to-helpdesk-based-on-location-i-select-the-to-state-as-assign-to-helpdesk-but-i-dont-get-the-option-to-select-location-as-yes-how-to-corrct-it-this-issue/414)
**Author:** [@hari](https://community.sapphireims.com/u/hari)\ **Replies:** 0\ **Last updated:** [March 10, 2021, 9:57am UTC](https://community.sapphireims.com/t/while-configuring-an-afe-rule-to-perform-the-auto-assignment-of-a-record-to-assign-to-helpdesk-based-on-location-i-select-the-to-state-as-assign-to-helpdesk-but-i-dont-get-the-option-to-select-location-as-yes-how-to-corrct-it-this-issue/414 "2021-03-10T09:57:54Z")
When configuring Auto Functional Escalation rules, the options of considering location based transition and ‘Availability of Technician’ will be displayed for the states which are inherited for ‘Assign’ or ‘Waiting for A… --- ## [Customer complains that Auto assignment is not working appropriately and the calls are getting assigned to many users in a round robin manner, even though they have not made themseleves available within SapphireIMS. Any confguration issue in AFE rule?](https://community.sapphireims.com/t/customer-complains-that-auto-assignment-is-not-working-appropriately-and-the-calls-are-getting-assigned-to-many-users-in-a-round-robin-manner-even-though-they-have-not-made-themseleves-available-within-sapphireims-any-confguration-issue-in-afe-rule/413)
**Author:** [@hari](https://community.sapphireims.com/u/hari)\ **Replies:** 0\ **Last updated:** [March 10, 2021, 9:45am UTC](https://community.sapphireims.com/t/customer-complains-that-auto-assignment-is-not-working-appropriately-and-the-calls-are-getting-assigned-to-many-users-in-a-round-robin-manner-even-though-they-have-not-made-themseleves-available-within-sapphireims-any-confguration-issue-in-afe-rule/413 "2021-03-10T09:45:50Z")
Customer would not have selected the option ‘Availability of Technician’ as ‘Yes’. If this option is selected, the auto assignment will happen based on the users signed-in to the SapphireIMS system using the ‘Sign-In’ o… --- ## [Can I create different workflow based on the Change Type?](https://community.sapphireims.com/t/can-i-create-different-workflow-based-on-the-change-type/379)
**Author:** [@pavan.kumar](https://community.sapphireims.com/u/pavan.kumar)\ **Replies:** 0\ **Last updated:** [March 9, 2021, 7:48am UTC](https://community.sapphireims.com/t/can-i-create-different-workflow-based-on-the-change-type/379 "2021-03-09T07:48:14Z")
Yes, SapphireIMS do provide an option to configure different workflow based on the change type selected by users. For more details, please refer our online help link Workflow --- ## [What are the types of Approval supported in Multi-level Approval?](https://community.sapphireims.com/t/what-are-the-types-of-approval-supported-in-multi-level-approval/378)
**Author:** [@pavan.kumar](https://community.sapphireims.com/u/pavan.kumar)\ **Replies:** 0\ **Last updated:** [March 9, 2021, 7:45am UTC](https://community.sapphireims.com/t/what-are-the-types-of-approval-supported-in-multi-level-approval/378 "2021-03-09T07:45:43Z")
SapphireIMS supports ‘Parallel’ & ‘Sequential’ level of approval and we can also set the minimum no of approval that is needed so that based on the condition the record is moved to next state. Please refer our help link … --- ## [Is it possible to restrict Workflow changes so that only Owner of the Record can change the states?](https://community.sapphireims.com/t/is-it-possible-to-restrict-workflow-changes-so-that-only-owner-of-the-record-can-change-the-states/248)
**Author:** [@pavan.kumar](https://community.sapphireims.com/u/pavan.kumar)\ **Replies:** 0\ **Last updated:** [February 26, 2021, 4:07pm UTC](https://community.sapphireims.com/t/is-it-possible-to-restrict-workflow-changes-so-that-only-owner-of-the-record-can-change-the-states/248 "2021-02-26T16:07:07Z")
Yes, SapphireIMS do have a feature that will restrict the state movement. Other than the owner of the record, no other engineer will be able to modify the status. For further configuration kindly contact our support team… --- ## [Can I select multiple Records and change their status to open, closed,etc in bulk?](https://community.sapphireims.com/t/can-i-select-multiple-records-and-change-their-status-to-open-closed-etc-in-bulk/250)
**Author:** [@pavan.kumar](https://community.sapphireims.com/u/pavan.kumar)\ **Replies:** 0\ **Last updated:** [February 26, 2021, 4:23pm UTC](https://community.sapphireims.com/t/can-i-select-multiple-records-and-change-their-status-to-open-closed-etc-in-bulk/250 "2021-02-26T16:23:42Z")
Yes, using ‘Bulk State Transition’ option the states of the records can be changed provided all the records states are same. If any one record has different state then this operation will fail. Please refer help link Bul… --- ## [Whether SapphireIMS support creation of Multiple States?](https://community.sapphireims.com/t/whether-sapphireims-support-creation-of-multiple-states/222)
**Author:** [@pavan.kumar](https://community.sapphireims.com/u/pavan.kumar)\ **Replies:** 0\ **Last updated:** [February 26, 2021, 7:31am UTC](https://community.sapphireims.com/t/whether-sapphireims-support-creation-of-multiple-states/222 "2021-02-26T07:31:05Z")
Yes, SapphireIMS support creation of multiple state name based on the business requirements. It even has an option to customize the fields that needs to be displayed during the state transition. For further configuration… [Next page](https://community.sapphireims.com/c/service-desk/state-machine-workflow/67.md?page=1)