Replace ServiceNow workflow in AEM

[manasabojja7]

Hi Team,

We are currently in the process of migrating our site into AEM. In the existing application we have a flow wherein stakeholders request edits to the content of the page and the authors would go in and make edits to the page as requested. This whole ticketing flow is integrated with ServiceNow where a series of tasks has been created for the workflow that goes from submitting a request -> Waiting for SME to approve -> Waiting on Dev -> Under Dev -> SME review -> Deploy -> Close/Reject all automated where the stakeholders requesting the change would be updated of the status and informing them to review changes before it goes live.

Can we achieve this in AEM? If yes, what is the process or starting point to get this going? Does this all also mean all the stakeholders should have access to AEM to request these edits? or can that be isolated from the actual flow/ticketing system?

Can all of this be achieved in AEM or do we still need to maintain integration for ServiceNow? 

Thanks in advance!!

-Manasa

[Shashi_Mulugu]

@manasabojja7 it all depends on where are your existing approvers/reviewers and can they all move to AEM? Is your AEM integrated with SSO? How flexible is your user onboarding process..

Yes this kind of workflows can be built in AEM.. but often used for content level updates and publish process not for deployment related.. you can also integrate AEM with MRM solutions like Workfront or Anaplan for MLR reviews and task management. 

[Tanika02]

Hello @manasabojja7 

Yes, you can achieve a similar workflow in Adobe Experience Manager (AEM) to manage content updates and approvals.

• Content Request Submission: Stakeholders can submit content update requests through a user interface, which can be a custom AEM component or a form integrated into your website. This interface can be designed to capture the necessary information for the content update request.

• Workflow Creation: In AEM, you can create custom workflows using Adobe's Workflow Model Editor. This tool allows you to define the steps, participants, and actions for each stage of the workflow. You can design a workflow that aligns with your existing process, including the different stages like SME approval, development, review, deployment, and closure/rejection.

• Integration with ServiceNow: If you want to maintain the integration with ServiceNow for tracking the overall ticketing flow, you can use AEM's integration capabilities. AEM provides several methods to integrate with external systems like ServiceNow, including REST APIs, webhooks, or custom integration code. This integration can ensure that the status updates from AEM workflow are reflected in ServiceNow, and stakeholders can track the progress through the ticketing system.

• User Access and Isolation: In AEM, you can control user access and permissions at a granular level. Stakeholders requesting edits don't necessarily need direct access to AEM. Instead, you can set up user roles and permissions to grant access to specific sections or components of the AEM authoring environment. This way, stakeholders can submit requests through a separate interface, and only authorized users (authors, SMEs) will have access to the AEM authoring environment.

• Notifications and Reviews: AEM allows you to configure email notifications at various workflow stages, keeping stakeholders informed about the progress and notifying them when their input or approval is required. Authors can make the requested edits within AEM, and SMEs can review the changes using AEM's review functionality or by previewing the page. AEM provides features for parallel or sequential reviews and approvals, depending on your workflow requirements.

By leveraging AEM's built-in capabilities and customization options, you can create a content update and approval workflow that aligns with your existing process. Integrating with ServiceNow can help you maintain the overall ticketing flow and provide stakeholders with a centralized view of the status.

[Tanika02 · Accepted solution]

Hello @manasabojja7 

Yes, you can achieve a similar workflow in Adobe Experience Manager (AEM) to manage content updates and approvals. 

• Content Request Submission: Stakeholders can submit content update requests through a user interface, which can be a custom AEM component or a form integrated into your website. This interface can be designed to capture the necessary information for the content update request.

• Workflow Creation: In AEM, you can create custom workflows using Adobe's Workflow Model Editor. This tool allows you to define the steps, participants, and actions for each stage of the workflow. You can design a workflow that aligns with your existing process, including the different stages like SME approval, development, review, deployment, and closure/rejection.

• Integration with ServiceNow: If you want to maintain the integration with ServiceNow for tracking the overall ticketing flow, you can use AEM's integration capabilities. AEM provides several methods to integrate with external systems like ServiceNow, including REST APIs, webhooks, or custom integration code. This integration can ensure that the status updates from AEM workflow are reflected in ServiceNow, and stakeholders can track the progress through the ticketing system.

• User Access and Isolation: In AEM, you can control user access and permissions at a granular level. Stakeholders requesting edits don't necessarily need direct access to AEM. Instead, you can set up user roles and permissions to grant access to specific sections or components of the AEM authoring environment. This way, stakeholders can submit requests through a separate interface, and only authorized users (authors, SMEs) will have access to the AEM authoring environment.

• Notifications and Reviews: AEM allows you to configure email notifications at various workflow stages, keeping stakeholders informed about the progress and notifying them when their input or approval is required. Authors can make the requested edits within AEM, and SMEs can review the changes using AEM's review functionality or by previewing the page. AEM provides features for parallel or sequential reviews and approvals, depending on your workflow requirements.

By leveraging AEM's built-in capabilities and customization options, you can create a content update and approval workflow that aligns with your existing process. Integrating with ServiceNow can help you maintain the overall ticketing flow and provide stakeholders with a centralized view of the status.