In this guide we will cover:
– What are Step Rules?
– Creating Rules
– Example Rules
Associated Admin Guides:
Related Guides:
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 or throughout the ticket. They apply the same way ticket rules do, and are configured as ticket rules as well, just on the workflow instead of the ticket itself.
Creating Rules
Here is a workflow to demonstrate this on. Each box within the flow chart of this workflow is a "step", and each can have its own step rules applied.
To go to the workflow you want to apply a step rule to, go to Configuration > Tickets > Workflows > click into the workflow of your choosing.
Fig 1. Change Management workflow flow chart
First, click the Edit button that appears in the top left.
Note: It is recommended to Clone the workflow before making any edits to it. This means the workflow can be tested before applying the changes to your current tickets. You can change the workflow from the old to the new within the Defaults tab of the Ticket Type > "Start a Workflow".
Fig 2. Edit and Clone buttons on a workflow
Once you are in the below edit screen, click the pencil icon in the top right corner of the step you wish to add a step rule to.
Fig 3. Workflow step with the pencil/edit button
Scrolling down on the screen, you will see the below box. This is where we will add our step rules. Click the Add button in the top right.
Fig 4. Step Rules table
Here you will see the below screen, which will be creating a New Ticket Rule that will only apply to this step.
Fig 5. New Ticket Rule screen
This works the same way as configuring ticket rules normally does. You can set the criteria and Outcome areas. For more details on ticket rules, check out the guides linked at the top of this guide.
Example Rules
Let's set up a step rule together. On my Change Management workflow, I may want change requests of a certain category to be prioritised – i.e. if security threats needed a change, it would likely be a high priority!
Creating a step rule with the Criteria of Category…
Fig 6. Setting the Criteria as Category
Contains.. Security Threats.
Fig 7. Setting the criteria for the Category rule to apply
I could then have it assigned to a member of 3rd Line Support to get this complete as soon as possible.
Fig 8. Setting the Outcome as assigning to 3rd Line Support Team
Once I have saved this, it will now appear in the step rules table. Scroll to the bottom, press Save again. Finally, press Save in the top left of the workflow itself.
You now have a workflow with your new step rule!
