Add work items to a journey

Journeys automatically create and connect work items across different service and software projects to help you streamline end-to-end processes in your organization. They give you a simple view of all the work that needs to happen to complete a process, and the relationships between all that work.

For example, as part of an onboarding process you may need multiple departments to complete various tasks. These could include work items such as managing personal details in H.R. projects, provisioning software in I.T. projects, down to orientation checklists for agents working in Facilities projects.

Add a work item

1. Select Add work item to create your first work item, or select Add (+) anywhere on the journey where you’d like to add another work items to and select Add work item.

2. Name your work item and select the project, issue type and/or request type.

   1. You’ll need to give your work item a unique name in order to reuse the same request type in this journey.

3. Set values to the fields on this work item using the Available values side panel.

   1. You’ll need to set values to these fields in order for work items to contain content when created. Read more about setting values to work items

4. Drag the value into your chosen field, or select it to copy and paste.

   1. Every required field needs to have a value assigned to it in order for the work item to be created, but if you’d like to populate other fields, select Add more fields.

5. Select Add work item once complete.