The drawing holds activities (task, follow-up, quorum approval, child ticket creation and a questionnaire requested inside the ticket), gateways that choose the path automatically - based on ticket data, on the answers from the source form or the questionnaire, or on the outcome recorded in the previous task -, parallel paths and three kinds of end, including automatic ticket resolution. The approval goes to the template's approvers or to the manager the requester picked in the form, and the child ticket is born with the requester, the observers, the location and the assets of the source ticket. Each step can carry a deadline in working hours based on the flow's calendar, with a time report that spans tickets, and, with the Smart Notify module, the task's technician and group are alerted in the bell when the deadline is close and when it is exceeded.

Messages carry the process data: the text of the GLPI templates (task, follow-up, solution, approval and ticket) uses the answers from the form and the questionnaire and the response of an integration. Each output of a decision can combine several conditions, such as "category Network and urgency high", and a task can put the ticket on Pending with a reason while it is open (the ticket's deadline stops) and return it to processing when it is completed. In environments with several companies, each flow applies to the entity where it was created, and the branch's flow takes priority over the head office's general one.

Execution is governed: flows are published as immutable versions and each ticket follows the version it was born in - you can edit the draft without touching anything in progress. While a step is pending, the ticket is protected against changes that would run over the process, and the banner and the "Flows" tab show the journey, the current step and who owns it - including for the requester in the simplified portal. And if a flow stops because of a failure, whoever looks after the flows gets the alert in the GLPI bell, which opens the ticket's "Flows" tab directly.

With the Workflow - HTTP Integrations add-on, contracted separately (pricing in the customer area of the portal), the flow also talks to other systems: the HTTP request element calls the API of a system registered in the Connections tab (Protheus, Azure DevOps, Microsoft Graph or any HTTPS API), with the ticket data and the form answers, and the path continues through "Responded" or "Failed" and through the content of the response. The call leaves from the NexTool cloud, from a fixed IP to allow in the firewall, and the target system must be published on the internet. Authentication is stored in the cloud, never in GLPI.