ITRP Workflow transfer Test 2 Production


Business case

Workflows can become complex when considering different stakeholders. Customers usually want to have intuitive Self Service forms. IT teams aim to streamline their activities. Manual and time consuming tasks are low hanging fruits to gain efficiency to free up time for the customer or other more important things.

When it comes to ITRP workflows the transfer from the “” environment to the production environment (“”) is manual. Most people know that finding tiny mistakes during a manual transfer can be time consuming and annoying.


What does one ITRP based workflow usually contain?

In a more advanced form it contains the following components:

  • a Request template
  • linked to a Change template
  • linked to task templates
  • Request-, Change- and Task templates linked to UI extensions

How people approach ITRP workflow configuration:

Everything is developed / configured in the Test environment (“qa”). Components like UI extensions are getting tested during development and at the end of the cycle a couple of test cases are entered to ensure that the whole process works.

Everything is tested and works fine.

Now, the “manual” transfer starts…

and a couple of annoying and sometimes time consuming difficulties. Services, Service Instances deviate between test and production. Teams are not defined. SLA’s need to be created, modified, and the list goes on.

How does the automator help?

The automator’s latest feature lets you transfer selected workflows from production to test and from test to production. That way the environments don’t deviate that much over time. In ITRP language the automator transfers selected Request templates, Change templates and dependencies like Task templates, UI extensions etc.

Intelligence of the automator:
Before a workflow can be transferred the automator analyses the source and target environment. Whenever costs are involved (i. e. ITRP users with a role), contracts (i. e. SLA’s), or IT people could be confused (e. g. teams that do not exist in the production environment) the automator simply creates a manual “to do list” before the automated transfer can be performed. As all required dependencies are transferred additional testing in the target environment is not really necessary, it’s just to gain more confidence.


Goal reached

ITRP developers/configurators save time and can therefore spend more time with customers or refining other workflows.

List of most wanted ITRP integrations @

All the best




Advanced trusts


Business case

Some ITRP customers run the premium ITSM application on-premise for different reasons. The implementation partner and the support Organization of ITRP have their accounts in the cloud.

The question is how to pass ITRP related requests to the implementation partner and the support Organization of ITRP?

Automator – advanced trusts

techwork faced the same situation with the setup and its customers. The challenge we faced was to pass requests/tasks from an customer account to our cloud account as flawless as within ITRP (trusts). Hiding the complexity for our customers was of course an additional important factor.


Standard packages

The automator packages that are needed for this are developed in a generic way. You can just plug in the 2 automator packages

  • Sync – cloud to onpremise
  • Sync – onpremise to cloud

and experience it working in less than an hour.





Surveys in ITRP | Option 2 Survey Monkey


In the context of surveys we provide 3 different options:

Survey application Anonymous results? Approach
automator Service Form No Survey result is saved in the custom data field of the linked request. Read more.
SurveyMonkey Yes The automator collects at a configured time the results and stores the aggregated results in a specific ITRP record.
Google forms Yes Similar to SurveyMonkey.

The process


Design:  is done in SurveyMonkey. Surveys are already beautifully designed and you can use a wide range of components.

Connect:  SurveyMonkey and the automator need to be connected. Whenever the automator triggers a survey the link to the SurveyMonkey form is sent out to the customer/end-user.

Get responses: People provide feedback. Details are stored in Survey Monkey. You can start using SurveyMonkey analytics.

Collect: The automator collects already aggregated results periodically based on your insight needs.

Gain insights:  The techwork ITRP_reporting solution automatically provides normalized ready to use SQL fields and tables including the collected feedback/survey data. You can instantly use the data in PowerBI, Excel or other Reporting and Business Intelligence solutions.

5 ITRP add-ons you can’t miss


Driven by practicability

The automator is one very important component of our add-on portfolio. Many, many things can be done with the automator. Adding additional capabilities to ITRP, automation of advanced workflows, integration of a wide range of applications are just some features of the automator.

However, we always use the most practical technology to develop add-ons. For our Active Directory integrations for example we use PowerShell. For our, in the meanwhile, quite unique ITRP_Reporting solution we developed extensive PowerShell and SQL scripts so that you can use the “normalized” database instantly for your PowerBI and Excel reports.

Over the years we refined our add-ons and customers appreciate especially the quality and reliability of our solutions.

The must have ITRP add-ons offer a set of unique solutions.

  • Active Directory integration – not just a bunch of PowerShell Scripts but carefully integrated features to reduce administration and maintenance to a minimum
  • Automator – not just a development server that stays in a datacenter with the hope for reliability
  • Webshop – Requesting items can’t get easier for End-Users
  • ITRP_Reporting – use the “normalized” database in PowerBI and update data several times a day
  • ITRP Test 2 Production (ITRP_T2P) – In development, but released soon. This is what you need if you are tired reconfiguring the same workflows that you already configured in the Sandbox environment.


Interested? Register for a free “bundle demo”. BTW the registration is of course a service the automator provides. Data gets stored in ITRP…

Structured surveys in ITRP


Some ITRP customers start engaging with Business Intelligence and need to get structured feedback from users to cover the customer’s perspective.


The service forms provide a simple way to collect structured data. The automator sends out a mail with a survey link on completion of every 10th request. The questions are defined in ITRP.



The answered questions are saved in the ITRP request’s custom data. This means that the feedback a requester sends is not anonymous (A blog post about anonymous  feedback by using SurveyMonkey will follow).


The techwork ITRP_reporting solution automatically provides normalized ready to use SQL fields and tables. You can instantly use the data in PowerBI, Excel or other Reporting and Business Intelligence solutions.




automator at a glance



The automator is a cloud based service with the purpose of simplifying and accelerating the development and deployment of automations. In terms of time customers report that the creation of automations is 50 to 70 % faster compared to a traditional approach.

Automations increase the efficiency and effectiveness of workflows because they get rid of manual interventions whenever no human decision making is required. Examples are automatic data lookups in other applications, the transfer of data from one application to another, automated updates and automated record creation.

Overview of interconnected systems by the automator


Visit techwork automator for more information.


Service Forms



Service forms enable humans to add information to be processed by their automations. Not knowing what I am talking about?


Let’s take our favourite ITSM tool – ITRP. Assume you want to get information (register a request) from an unknown customer. This makes sense for organizations/teams operating in the Business-to-Consumer space. Via the automator it is possible to create a record of the customer and register what he/she needs.

Ok. We need to provide the possibility to enter that information. Service forms enable the automator to provide forms and process the inputs.



The screenshot shows the minimal information required to register a person in ITRP.

Tired of reading?

I created quickly a wizard where you can register automation ideas as a working example. The purpose is twofold:

  • You can experience Service forms and the automator right now and completely risk free
  • We get more ideas what we can/could automate

So, just try it

automator goes mobile


Business case

Even automator package configurators are sometimes on vacation. Now, they can modify a package on their mobile phone or tablet.

The animation below shows how the automator looks like on a cell phone. You can switch between packages and modify values.


Graphical components

The graphical components of the automator make configuration on mobile devices possible. Writing code would be a bit impractical.

automator integrates JIRA and adds value for development teams


Business case

Software development teams often use JIRA to make their Software development activities efficient and effective. End Users on the other hand log requests in Self Service of their Service management tool. This is the correct place because the ITSM application is the tool where requests are being evaluated. After an end-user request for a software change has been logged different stakeholders usually evaluate from different perspectives wether the requested change is being developed or not.

ITRP-Jira process.png

The automator simply synchronises what you need between ITRP and JIRA

The automator package that handles the bidirectional synchronisation between ITRP and JIRA, allows to transfer exactly what is needed and useful. For instance the first note in ITRP ends as the Description in JIRA. Other note entries in ITRP end up as comments in JIRA. In ITRP there is a direct link to the JIRA ticket. The JIRA ticket provides a link to the ITRP request (or change). This adds value for the development team because the development team had probably no access to the end user request in the past.

Choices can be made like wether an update of the title in  JIRA updates the corresponding record(s) in ITRP or not, and so on…


Reducing manual tasks

The automator again reduces tasks that have been performed manually in the past. The integration between ITRP and JIRA reduces a couple of coordination and duplication activities.




Advanced workflows – link changes together


Business case

Workflows for new employees are often time consuming processes. To make it more efficient many organizations trigger a staff inflow change so that every stakeholder is on the same page. Sub changes are executed to get new hardware. This requires the capability to link changes together. In ITRP the automator adds this capability.

Advanced workflows staff inflow.png

ITRP specifics

A staff inflow change is created. That specific change fires sub changes whenever necessary.



The subchanges  run independently and report back to the main change when completed. For instance the “New computer” purchasing request runs its own workflow. When completed it tells the main change that the computer arrived and fires the computer installation task. The computer installation task also reports back to the change. The “Computer installed” checkbox is automatically ticked whenever the task is completed.

That way the “main change request” provides a useful summary what has been done.

A word from an actual customer

This automated workflow has the potential to save up to 30 % of time per “staff inflow request”.