Modifying and Adding Workflows
How to create or change a workflow to guide the flow of work your agents perform. Related Articles: Actions Teams Ticket Types In this guide we will cover: Amending/Adding Workflows Adding a Closure Approval Step Automation Actions Integration Runbook Action Adding Agent/ User Restrictions on Actions Workflow Specific Actions Admin Guides Workflows Related Guides Access […]
Starting a Workflow from an Action
In this guide we will cover: – Setting a Workflow on an Action – Use on a Ticket Associated Admin Guides: Actions Workflows 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 […]
Workflow To-Do Automation
In this guide we will cover: – All To-Do list items completed – To-Do list group completed Associated Admin Guides: Workflows Related Guides: To-Do Lists To-Do lists and To-Do list groups can be used as a trigger to move to another workflow step. In Configuration > Tickets > Workflows, select the workflow you wish to […]
Workflow Automated Quick Actions
In this guide we will cover: – Creating a Quick Action – Setting the Automation on the Workflow – Using the Action Associated Admin Guides; Actions Workflows Related Guides: Creating and Using Quick Actions Creating a Quick Action To automate an action on a workflow, a Quick Action needs to be used. To configure one, […]
Workflow Step Rules
In this guide we will cover: – What are Step Rules? – Creating Rules – Example Rules Associated Admin Guides: Workflows Rules Related Guides: Modifying and Adding Workflows Ticket Rules What are Step Rules? Step Rules are ticket rules that only apply at a certain step of a workflow instead of only on new tickets […]
Workflow Runbook Automations
In this guide we will cover: – Configuring the Automation – Use in a Ticket Associated Admin Guides: Workflows Related Guides: Custom Integrations/Runbooks Modifying and Adding Workflows Configuring the Automation To go to the workflow you want to apply a runbook automation to, go to Configuration > Tickets > Workflows > click into the workflow […]
Updating Workflow Step Based on the Stage that is Clicked
In this guide we will cover: – Setting up Chevron view – Editing the Workflow – Using on a Ticket Within the Details tab of the workflow, you can add in the step you would like to move to if the chevron view is enabled and a stage of the workflow progress visual is clicked […]
Workflows
In this guide we will cover: – Amending/Adding Workflows – Adding a Closure Approval Step – Details Pane – Automation Actions – Integration Runbook Action – Access Restriction on Actions – Workflow Specific Actions – Viewing the Workflow from a Ticket Associated Admin Guides: Workflows Associated Guides: Operational Level Agreements Departments Workflows allow you to […]
