> For the complete documentation index, see [llms.txt](https://help.security.gallagher.com/knowledge-hub/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.security.gallagher.com/knowledge-hub/accessnow-user-guide/workflow-creation/workflow-mapping/general-approach-to-mapping-workflows.md).

# General Approach to Mapping Workflows

For each workflow you want to map and later create in AccessNow, follow the steps below.

## **Understand the Process Purpose**

Identify the goal and desired outcome of the workflow, for example, issuing a credential or provisioning or removing access.

## **Define the Trigger and Target Audience**

Specify what initiates the workflow e.g., a manager’s request, employee request, an employee forgetting a card.

Assess who can place the request. Some workflows can only be initiated by specific people.

## **Map the Workflow Steps**

Break the workflow into sequential steps. For each step, identify the following elements.

* **Actor:** Who performs the action, for example, employee, manager, system, security team member, or area owner. For approval or review steps, provide a detailed list of who is responsible for each credential type or area approval.
* **Action**: What is done e.g., submitting a form, approving a request.
* **Data Captured**: What information is required to complete the step, for example, employee details or a police report number. Identify all required form fields and their types. For drop-down and search lists, provide their content. For choice fields, define what selections can be made.
* **Decisions**: Does the step require a decision, for example, Approve, Deny, or Amend? If so, what are the conditions or branching logic, such as whether approval is required? Detail who makes the decision, how it occurs, and any escalation paths.
* **Integrations**: Note connections with external systems (e.g., HR, Gallagher Command Centre or Visitor Management).
* **Notifications**: Identify whether the step requires notifications and who should receive them.

## **Identify Alternative Paths**

Note any deviations or exceptions from the main flow.

Describe what happens if a request is rejected, requires amendment, or a system callout fails.

## **Specify the Process Outcome**

Outcomes are the results following the completion of a workflow. They define the final status, such as credential activation or access being granted or revoked. Additionally, consider specific outcomes in instances where requests are either approved or rejected.

## Recommended Documentation and Validation

Prepare these artefacts for the workflow implementation stage:

* **Flowcharts**: Create visual diagrams for each workflow, showing steps, actors, and decisions.
* **Descriptions**: Write detailed step-by-step explanations alongside flowcharts.
* **Test Cases**: Think about the test scenarios to challenge and validate workflows after creation (e.g., stolen credential with no report, visitor signup failure).


---

# Agent Instructions
This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com.

## Querying This Documentation
If you need additional information that is not directly available in this page, you can query the documentation by asking a question.

Perform an HTTP GET request on the following URL with the `ask` and `goal` query parameters:

```
GET https://help.security.gallagher.com/knowledge-hub/accessnow-user-guide/workflow-creation/workflow-mapping/general-approach-to-mapping-workflows.md?ask=<question>&goal=<user_goal>
```

`ask` is the immediate question: it should be specific, self-contained, and written in natural language.
`goal` is what the user is ultimately trying to achieve, the reason they need the answer. Sharing it helps GitBook give you a better, more relevant answer. A goal is most helpful when it describes the outcome the user wants rather than restating the question. For example, with `ask=how do I create an API token`, a goal like `automate deployments from our CI pipeline` lets GitBook tailor the answer to that use case.

The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.