In this guide we will cover:
– Setting a Workflow on an Action
– Use on a Ticket
Associated Admin Guides:
Setting a Workflow on an Action
In Configuration > Tickets > Actions, you can select the action you wish to apply this to.
Under the Details tab of the action, there is a setting to Start a new Workflow. Here you can select which workflow you want to trigger in the dropdown when that action is used.
Fig 1. Start a new Workflow dropdown
I set mine to the Incident Management + Triage workflow.
Use on a Ticket
Fig 2. Opening the ticket on another workflow.
Fig 3. Changing the workflow with the Email User action.
Note: Using the action again will restart the workflow from the beginning, even if the ticket is currently following that workflow.
