Automate what repeats
Automation Workflows standardize the support procedures your team repeats every day. Combine investigations, approvals, endpoint actions, ticket updates, user communication, and verification into one governed workflow.
Start with included playbooks for common issues, then add your own environment-specific logic for clients, departments, systems, approvals, and handoff rules.
Where workflows fit
Included playbooks cover common support issues. Workflows let you standardize the procedures that are specific to your clients, departments, systems, approvals, and handoff rules: print server exceptions, backup vendor failure patterns, production approval rules, onboarding paths, exact handoff notes.
Technicians use the workbench directly. Playbooks automate common support issues. Workflows orchestrate everything that is unique to your environment.
Workflow building blocks
A workflow is not a magic prompt. It is an explicit procedure with state, branches, device actions under policy, system updates, approval gates, and a final result.
Start from a ticket, schedule, webhook, alert, chat action, data change, or execution-time input.
Ask GenticFlow to inspect context, summarize findings, or choose the next diagnostic step.
Branch on assistant evaluation, code, or logical rules so each case follows the right path.
Run approved device actions, smart intent commands, assistant-proposed commands, or explicit commands under policy.
Send emails, chat replies, technician notes, or user-facing status updates.
Pause to ask the user a question in chat, with clickable choices or free text, and continue based on the answer.
Create, update, annotate, route, or close tickets in the PSA or ITSM.
Example procedures
Use workflows when the standard playbook gets you most of the way there, but your environment needs extra logic, extra systems, or a stricter approval boundary. Start from a ready-to-use template, or describe the procedure and let GenticFlow generate the first draft.
Execution-time input: URL or service name
Check DNS, HTTP response, service state, recent errors, then branch on what is actually failing.
Restarting a local service can be automatic; changing firewall, DNS, or production routing requires approval.
Successful response code, response time, command output, and final workflow result.
Ticket, chat request, or monitoring alert
Run the included VPN diagnostics, then add client-specific profile, gateway, or vendor checks.
Profile rewrites, certificate changes, and split-tunnel changes pause for a named approver.
DNS, gateway reachability, VPN service state, and ticket update.
Backup alert webhook
Collect backup agent status, VSS state, destination reachability, and recent backup log errors.
Restart backup services automatically; restore, retention, and storage changes require approval.
Agent running, destination reachable, fresh event check, and escalation packet if unresolved.
Form submission, HR webhook, schedule, or ticket
Create or disable accounts, open tickets, send messages, update groups, and write the completion record.
Disablement, privileged access, and license removal can require any, majority, or all approvers.
Every account action, message, ticket update, and approval decision logged.
Included printer resolution playbook
Use the included printer path, then add branch logic for a client print server, office, or driver package.
Queue cleanup can run automatically; driver reinstall and print-server changes require sign-off.
Spooler state, queue depth, server detection, and final ticket closure note.
Approval policies
Approval policies let automation move quickly on safe work while requiring designated approval on production-impacting changes, dangerous commands, privileged actions, and customer-specific risk boundaries.
Production fix path
Named admin users who can approve workflow actions.
Any approver, majority approval, or all approvers.
A configured approval window before the workflow stops or escalates.
Dangerous commands can be blocked outright or routed through the policy.
One policy can govern multiple workflows so the same approval rules apply everywhere they matter.
Every request, approval, denial, timeout, command, and result is logged.
Execution record
Workflows are measured like operational work, not like background scripts. You see what triggered the run, which branch fired, what commands executed, who approved, what timed out, and what verification closed or escalated the case.
What started the execution.
Diagnostic output and assistant findings.
Start, wait, approval, and completion time.
Final status written back to the system of record.
Start with the included support catalogue.
If you haven't looked at the included catalogue yet, start there: printer, password, Outlook, VPN, disk, services, browser, and more can be investigated, remediated under policy, or escalated with evidence without custom logic. Workflows let you add what is specific to your environment.
The assistant matches the ticket to a supported playbook.
Allow-listed actions run under policy.
Post-action check before closure.
FAQ
How workflows extend playbooks, run commands, pause for approval, and leave a resolution record.
Resolution playbooks are the included, product-owned catalogue for common support issues. Automation workflows are customer-owned procedures that customize and extend support beyond that catalogue: extra steps, client-specific branches, cross-system actions, schedules, webhooks, messages, and approvals.
Yes. A workflow can start from or wrap an included resolution path, then add customer-specific checks, branches, approvals, messages, or escalations around it.
Yes. Workflows can run native actions, smart intent commands, assistant prompts, or explicit commands through the endpoint agent. Guardrails and approval policies control what can execute.
The workflow records the decision, stops or follows the configured escalation path, and leaves the ticket or execution record with the evidence gathered so far.
Pick the support procedure your team keeps doing by hand. We'll show how it becomes a governed workflow with approvals, execution history, and a resolution record.