Automation workflows
Resolution playbooks cover the common endpoint issues GenticFlow can handle out of the box. Automation workflows are how your team adds customer-specific logic, cross-system steps, AI decisions, approval gates, messages, schedules, and audit-ready procedures around them.
Where workflows fit
This is the page for the work that does not belong in a generic built-in playbook: your client's print server exception, your backup vendor's failure pattern, your production approval rule, your onboarding path, your exact handoff note.
Workflow building blocks
A workflow is not a magic prompt. It is an explicit procedure with state, branches, endpoint actions, system updates, approval gates, and a final result.
Start from a ticket, schedule, webhook, alert, chat action, data change, or execution-time input.
Ask the AI engineer to inspect context, summarize evidence, or choose the next diagnostic step.
Branch on AI evaluation, code, or logical rules so each case follows the right path.
Run native endpoint actions, smart intent, AI-generated commands, or explicit commands under policy.
Create, update, annotate, route, or close tickets in the PSA or ITSM.
Send emails, chat replies, technician notes, or user-facing status updates.
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.
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.
Closed, escalated, or handed off with the full execution record.
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.
Closed, escalated, or handed off with the full execution record.
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.
Closed, escalated, or handed off with the full execution record.
Form submission, HR webhook, schedule, or ticket
Create or disable accounts, open tickets, send messages, update groups, and write the completion receipt.
Disablement, privileged access, and license removal can require any, majority, or all approvers.
Every account action, message, ticket update, and approval decision logged.
Closed, escalated, or handed off with the full execution record.
Included printer remediation 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.
Closed, escalated, or handed off with the full execution record.
Approval policies
Approval policies let automation move quickly on safe work while forcing human judgment on production-impacting changes, dangerous commands, privileged actions, and customer-specific risk boundaries.
Production remediation
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 evidence closed or escalated the case.
What started the execution.
Diagnostic output and AI findings.
Start, wait, approval, and completion time.
Final status written back to the system of record.
Included with every plan
Workflows are how teams customize beyond the included catalogue. If you haven't looked at the catalogue yet, start there: printer, password, Outlook, VPN, disk, services, browser, and more close end to end without any custom logic.
AI 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 proof.
Resolution playbooks are the included, product-owned remediation catalogue for common endpoint issues. Automation workflows are customer-owned procedures that customize and extend resolution 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 remediation path, then add customer-specific checks, branches, approvals, messages, or escalations around it.
Yes. Workflows can run native actions, smart intent commands, AI command 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 ticket receipts.