Workflows allow you to structure the process a ticket goes through before it can be considered "Resolved". The easiest way to think about Workflows in HaloITSM is by considering a Workflow as restricting the available Actions at any given point.
Your workflows are all listed under Configuration > Tickets > Workflows, this is where you can view, adjust and create new workflows. There are several existing workflows configured for you (which are ITIL aligned), to edit these click on one of them and click Edit in the top left. The flow chart tab shows you a visual representation of the workflow and how it is structured.
The blocks are the different steps and the actions that are listed within them are made available within the current step. The lines that connect the different steps together are the connections between the stages. Any connections that move the workflow, leave on the right-hand side of the stage next to the relevant action and into the IN block of the next stage. You can drag and drop the stages in edit mode and rearrange the links by using the mouse.
You can add actions to existing steps by using the pencil icon on the top right of each step. To add a step, click 'Add a Step' in the top left corner. Each step should have actions associated with it that will move the workflow on or remain at this position.
Click ⊕ to add a new step or the pencil to modify a current row. Select an action type of Allow Agent Actions to allow a set of actions to be performed by agents. Other actions types are explained further here. Select the movement of the workflow from this step or to remain and click 'Save'.
Automations can be a powerful tool for completing work in Halo. The timer can also be set to only count down in working hours which can be very useful as a way of stopping your workflow from advancing outside of working hours. Find out more about automations, quick actions and runbooks here.
If you would like help editing or creating a new workflow feel free to book in some time with a consultant here.
