Example: IT Support — New Laptop
A complete internal-IT workflow: employee submits a laptop request, their manager approves, IT fulfills it, and the requester gets a "your laptop is ready" notification.
You'll build: Service IT Support → Offering New Laptop → Form (4 fields) → Workflow (5 phases with 1 approval) → Inbox auto-routing → Responsibility assignments. Time: ~20 min.
The shape
Submit → Manager Approval → Procure → Configure → Notify Requester → ✅ Done
│
└─── Rejected → ❌ Closed (with reason)What you'll need before starting
- A Company account (created in Getting Started)
- One teammate to act as the Manager (or use a second browser profile)
- One teammate to act as IT (or use yourself)
Step 1 — Create the Service
Open Admin → Services → New Service
Name: IT Support. Slug auto-fills.
Description
Hardware, software, and access requests for the team.
Save
Service is in DRAFT. Don't publish yet — we'll build the Offering first.
Step 2 — Create the Offering
Open the IT Support service → Offerings → New Offering
- Name:
New Laptop - Description:
Request a company-issued laptop for a new hire or replacement
Save
Offering is created in DRAFT.
Step 3 — Build the Form
Open the Offering → Form tab → Add Field
Add these four fields in order:
| Field | Type | Required | Notes |
|---|---|---|---|
| Employee Name | Text | ✓ | The person who'll receive the laptop |
| Department | Select | ✓ | Engineering, Sales, Marketing, Operations, Other |
| Laptop Type | Select | ✓ | MacBook Pro 14, MacBook Pro 16, MacBook Air, Windows ThinkPad |
| Justification | Textarea | ✓ | Why is this laptop needed? |
Save
Submitters will fill these out at request time.
Step 4 — Build the Workflow
Open Admin → Workflows → New Workflow
- Name:
Laptop Provisioning - Slug:
laptop-provisioning - Description:
Manager approval → procure → configure → deliver
Drag phases onto the canvas
From the left palette, drag and connect (left to right):
- Start (already there)
- Approval — name:
Manager Approval - Process — name:
Procure Laptop - Process — name:
Configure & Image - Process — name:
Notify Requester - End — name:
Delivered - End — name:
Rejected(off the side, connected from Approval's "Reject" branch)
Connect them with transitions
- Start → Manager Approval
- Manager Approval (Approve) → Procure Laptop → Configure & Image → Notify Requester → Delivered
- Manager Approval (Reject) → Rejected
Configure the "Notify Requester" phase as automated
Click Notify Requester. In the property panel:
- Execution Mode: Automated
- Automation Type: Webhook Callout
- URL: your Slack/Teams webhook (or
https://httpbin.org/postfor testing) - Body Template: see WEBHOOK_CALLOUT config
Publish the Workflow
Click Publish. The workflow is now bound to v1.
Link the workflow to the Offering
Go back to the New Laptop Offering → Settings → Workflow field → pick Laptop Provisioning (v1 — LATEST).
Step 5 — Set Responsibilities
Open the Workflow → Responsibilities tab
For each phase that needs a human, set the Responsible party:
| Phase | Responsible |
|---|---|
| Manager Approval | The submitter's manager (resolved via Org Structure) — or pick a specific user for now |
| Procure Laptop | IT Team |
| Configure & Image | IT Team |
| Notify Requester | (auto, no human needed) |
Save
These assignments take effect on every new instance.
Step 6 — Publish the Service & Offering
Publish the Offering
Open New Laptop Offering → Publish button.
Publish the parent Service
Open IT Support service → Publish button.
Confirm visibility
Sign out (or open an incognito tab) and visit the Service Catalog. The IT Support → New Laptop offering should appear.
Step 7 — Test the full path
Submit a test request
As any user (or yourself), open Service Catalog → IT Support → New Laptop → fill the form → Submit.
Check the Inbox
Go to Admin → Inboxes. There's a IT Support — New Laptop inbox with one new request. Accept it.
Hand off to the Manager
The instance moves to Manager Approval. Sign in as the assigned Manager (or use the second browser profile). Their My Workflows lists the pending approval. Click Approve.
Watch it flow
The instance auto-advances to Procure Laptop. The IT Team gets a notification. They mark it complete. It advances to Configure & Image, then Notify Requester (which fires the webhook), then Delivered.
Verify
The original requester's My Requests shows status COMPLETED. The Slack/Teams channel got the "ready" notification.
What you can adapt from here
- Add an SLA timer: a Timer phase between Procure and Configure that escalates if procurement takes more than 3 days. See SLA Policies.
- Add a CONSULTED agent: assign the Phase Advisor agent on Procure Laptop to surface vendor recommendations from past similar requests.
- Reject path with comment: customize the Rejected end-phase to require a rejection reason that gets emailed to the requester.
- Different laptop types → different fulfillment paths: add a Decision phase after Manager Approval that branches based on
Laptop Type. - Auto-approve under threshold: replace Manager Approval with a Decision phase that auto-approves if the submitter's department is
Engineeringand the laptop type is in an allow-list.
Related
- Workflow Builder Overview — the canvas you used in Step 4
- Forms — the field types beyond text/select/textarea
- Inboxes — what happens to submissions
- Workflow Execution — how phases activate at runtime