Key Highlights
Motadata ServiceOps Workflow Automation & Orchestration replaces ad hoc process knowledge with a no-code grid canvas: triggers, branching, waits, and cross-module actions run the same way each time, under full governance and audit trail.
Design automation visually on a grid canvas (zoom, undo/redo, fit-to-screen) with no scripting required.
If/Else for binary True/False routing.
Branch for multi-path routing with a required default path, so the workflow always has a continuation.
Loop to process each record in a list.
Wait to pause for a duration, or until a condition, date, or time on Calendar or Business Hours.
Merge step to consolidate parallel paths with Wait-for-All or Wait-for-Any semantics before execution proceeds.
Expression Builder for dynamic conditions, using variables, operators, and roughly 19 String, 36 Date, and 9 Math functions.
Start a workflow the instant something changes, or run it on a precise, recurring schedule.
Event-based triggers spanning Request, Problem, Change, Release, Asset, CMDB, Task, User, and more.
Dozens of events per module, from creation to status change.
Periodic triggers with six schedule types for fully unattended runs.
Schedule types: Once, Daily, Weekly, Monthly, Periodically by interval, and Cron Expression.
Periodic workflows follow a Get to Loop pattern: a Get node fetches matching records, a Loop runs the actions over each in sequence.
Clean-up, escalation, and batch updates run on their own cadence, with no one remembering to start them.
Let an external monitoring platform open and route an incident on its own, no human in the middle.
A secure, authenticated inbound webhook endpoint lets a third-party monitoring tool push an alert directly into ServiceOps.
Motadata ObserveOps as a supported alert source through the same webhook endpoint.
On a valid event the endpoint executes a registered plugin that parses the payload and auto-creates an incident.
The incident is categorized and linked to the affected asset.
The detection-to-ticket-to-resolution loop runs end to end.
Each endpoint create, update, and delete is recorded in the Configuration Audit.
Outbound Run Webhook (GET, POST, PUT, PATCH, DELETE) and Execute Plugin extend the same workflows to CRMs, ticketing systems, and scripts.
Read and write records between modules, then notify the right people through the right channel.
Module-specific Get actions (Get Request, Problem, Change, Release, and Asset) fetch live records to drive conditions and downstream steps.
Module-specific Update actions (Update Request, Problem, Change, Release, and Asset) write changes back.
Create, Archive, Add Relation, and Add Tasks as additional write actions.
Send Notification delivery to users through email, SMS, Microsoft Teams, WhatsApp, and Google Chat, with actionable placeholders.
Execute App Integration drives Microsoft AD operations, so onboarding and offboarding requests create or disable accounts automatically.
Govern timelines, decisions, ownership, and the user lifecycle automatically in all workflows.
SLA, OLA, and UC management with four priority-based default SLAs and business-hours-aware due dates.
Escalation flows up to five levels on breach.
Approval workflows with up to 10 stages and per-stage decision types: Unanimous, Majority, Anyone, First, or Last.
Approvals route to approvers, groups, or a manager.
Auto-assignment with Round Robin and Smart Balance, distributing tickets by priority-weighted workload.
Workload calculation as priority value times open ticket count.
Identity provisioning via LDAP and Microsoft AD sync, SSO and SAML spanning eight identity providers, and SCIM provisioning for Azure AD and Okta.
All features live where technicians already work and stay under administrator control.
Each of the six features is toggled independently under Admin > AI > Text Intelligence.
Manage Text Intelligence permission gating on each.
Suggestions, summaries, and matches appear inside the open record, no separate tool, console, or context switch.
The semantic matching layer is backed by the Vector Store, with embeddings stored in PostgreSQL and matched via cosine similarity.
Nothing requires model training or a data science team.
The features read live ticket text the moment they are enabled.
Intelligence
When process steps live only in people heads, the outcome depends on who is on the queue. The same incident gets routed differently, the same onboarding takes twice as long, and recurring work like closing resolved tickets or archiving dormant accounts happens only when someone remembers.
ServiceOps Workflow Automation and Orchestration moves that logic into the system, where it executes the same way each time. On events, on schedules, and on conditions, the correct sequence runs, eliminating manual intervention.
How It Works
Triggers start workflows: module events ("Incident created"), schedules (Cron), or inbound webhooks.
Flow logic nodes (If/Else, Branch, Loop, Wait, Merge) direct execution using Expression Builder.
Module Get actions fetch target records, evaluating conditions against live field values.
Action nodes execute updates, creates, notifications, approvals, webhooks, and plugin integrations.
Governance controls run alongside: SLAs escalate due dates and multi-stage approvals gate progress.
Versioning manages Draft/Published states, writing each node outcome to the audit log.
Each workflow triggered, branched, and executed the same way, with a complete record to prove it.
Role-Based Value
Service delivery runs on a documented, auditable process rather than individual judgment that varies by shift.
Service delivery runs on a documented, auditable process rather than individual judgment that varies by shift.
Encode routing, escalation, and recurring clean-up once, then let them run unattended on event or schedule.
Encode routing, escalation, and recurring clean-up once, then let them run unattended on event or schedule.
Stop losing time to manual routing decisions and stalled approvals by encoding assignment, escalation, and approval logic into automated workflows.
Stop losing time to manual routing decisions and stalled approvals by encoding assignment, escalation, and approval logic into automated workflows.
Connect ServiceOps to the rest of the stack. No scripting glue code required.
Connect ServiceOps to the rest of the stack. No scripting glue code required.
From Visibility to Control
A process you design once runs identically on all shifts: routing, escalation, and clean-up no longer depend on who is at the desk.
Inbound webhooks turn monitoring alerts into incidents automatically, closing the gap to a routed ticket.
Recurring work like ticket closure, user archival, and asset audits runs on schedule, unattended.
Approvals route to the right people at up to 10 stages. Stalled paths fail over via timeouts and escalation.
User onboarding and offboarding flow straight into Active Directory, each step captured in a versioned audit trail.
Explore More