Workflow Center

Last updated: 2026-03-20 Owner: Product Writer Audience: owner, tenant admin, manager, hr_admin

Purpose

Explain how to use the Workflows module to manage tenant-side recipients, operational routing, and workflow telemetry.

Prerequisites

• an authorised tenant role for the Workflows module
• the correct active tenant
• at least read visibility on workflow settings

Available views

The module is now organised into four main views:

• smart reminders, dispatch history, and open SLA incidents

Operational steps

1. Open Workflow Center from the workspace menu.
2. Start from Overview to understand whether you need recipients, routing, or telemetry.
3. Open Recipients when you need to create or verify the contacts used by notifications.
4. Open Routing when you need to update event configuration, to/cc/bcc bindings, or SLA policies.
5. Open Telemetry when you need to inspect reminders, dispatch history, or open incidents.

Expected result

The user can clearly distinguish:

• the overview view
• recipient configuration
• the routing/escalation layer
• the operational telemetry layer

Common errors

• You can see the module but cannot save changes
• cause: you have read-only access and do not have workflow management permission
• solution: use an authorised role or ask owner/admin support

• You cannot find SLA incidents in the Routing view
• cause: open incidents are tracked in Telemetry, while Routing is where policies are configured
• solution: open Telemetry to monitor active items

• A test event does not produce the expected result
• cause: recipient bindings or event configuration are not aligned with the case you are validating
• solution: review Routing first, then rerun the test or manual dispatch

FAQ

Are `Routing` and `Telemetry` the same thing?

No. Routing controls how the workflow is configured and executed. Telemetry shows what happened and what requires operational attention.

Can I open the exact section directly with a link?

Yes. HORIS now uses dedicated URLs for overview, recipients, routing, and telemetry.