Workflows

Configuration > Tickets > Workflows

Configuration > Sales > Workflows

Related Guides:

• Workflows
• Operational Level Agreements

Flow Chart Tab - Diagram#

This screen will display the "Flow Chart" for this workflow. This will detail everything from the start through to the end step(s), and will provide a visual aid to describe how certain processes will progress (or regress) through the steps and stages. The stage number in brackets will determine where in the progression line the ticket is marked when on that step (shown in the "Progress" tab of ticket entities).

Field	Type	Description
Add a Step	Button	This will open the window for the addition of a new Step to this Workflow. This window will be the same as the Edit window, who's fields will be explained further down this list.
Pencil Icon (This appears on each step configured, when in edit mode)	Button	This will open the window for editing the Step selected.
Coloured Lines	Visual	These will appear when a "Move to Step" value is populated appropriately in the Step editing window. These can also be created via selecting the small circle on the an already stated process, and dragging this to another circle on a different step (the "destination" must be on the opposite side of a box to the origin, i.e., an "in" cannot go to another "in").

Flow Chart - Step Edit Window#

Field	Type	Description
Step Name	Free Text	The text entered here will be used for the name of this Step, and will be how it is displayed elsewhere throughout the system.
This is the Start Step for this Workflow	Checkbox	When checked, the Step being configured will act as the landing position for whenever a ticket starts this Workflow. From here, it can progress throughout the rest of the flow, but cannot go any further back down the progress line.
This is the Last Step for this Workflow	Checkbox	When checked, this step will act as the last step of the workflow. When the ticket is moved to a closed status the ticket will automatically move to this step.
Stage	Single Select	The selections here will be available from any Stages configured in the Details section of this Workflow. The selection made will determine where in the progression line the ticket is marked when on that step (shown in the "Progress" tab of ticket entities).
Pipeline Stage	Single Select	For this setting to show, you need to enable pipeline stages in Configuration>Sales>General Settings When the Pipeline Stage is updated to this value on an Opportunity, this Workflow step will be started. Pipeline Stages Guide
Override Conversion Probability When Arriving at this Step	Checkbox	When checked, Opportunities that arrive at this workflow step will have their Conversion Probability overriden by the following value.
Conversion Probability	Integer (0-100)	The value entered here will be used as a percentage for the Conversion Probability override, should it be enabled above.
Actions	List	This list will contain any Actions that have been configured for this Workflow Step. Details below.
Step Rules	List	This list will contain any Step Rules that have been configured for this Workflow Step. These rules are ticket rules, and will be applied only at this Step, hence they will need to be made there and then, and are not selectable from current Ticket Rules since they will all be active already. The setup of these rules is exactly the same as regular Ticket Rules, and help for this is available in the Admin Guide page for Tickets > Ticket Rules.
Notes	Free Text	Any notes entered here can be used as a reference for other Agents, and are usually used to explain the Step's configuration, should it not be immediately apparent.

Flow Chart - Step Edit Window - Action Types#

Action Types are explained in the following tables below in this admin guide: Automation, End-User Update, Approval Process Step Outcome, Approval Process Outcome, End-User Closure Outcome, Ticket is Closed When Created, Quote Approval Outcome, Sales Order Created, Quote Sent, All To-Do list items completed, To-Do list group completed, Appointment Created.

Each option has a self explanatory set up. Many just prompt you to move step if certain criteria is met, such as a To-Do List group being completed.

Allow Actions#

Field	Type	Description
Action Type to Configure at this Step	Single Select	There are many more action types related to approval processes, tickets being updated by the user, to-do list group being completed, etc. Each option has a self explanatory set up. Many just prompt you to move step if certain criteria is met, such as a To-Do List group being completed.
Actions to Allow	Multiple Select	Any Actions selected in this list will be added to the Step as available Actions for the Agent to use. Should multiple be selected, the following "Move Workflow" selection will apply to all of these. If you wanted to select multiple, but have them point in different directions, I would have this set to "Remain at Start Workflow" and then manually re-direct them from the Chart screen.
Move Workflow	Single Select	This will be the outcome of any of the selected Actions should they be performed. This allows the choice to move to a different Step once this is completed.
Restrict access to these Actions	Checkbox	When checked, the ability to add restrictions to determine which Agents or Users can use these Actions is made available.

Automation#

Field	Type	Description
Type	Single Selection	This will determine the type of Automation that is added to this Step. This can either be an automatically ran Action, an Integration Runbook, or a check of designated Ticket Rules.
Quick Action to do	Single Select	This will allow the choice of which Action you would like to automatically perform. This Action will have to be marked as a "Quick Action" via the Action itself, which means it does not need any manual input to process it. The choice to create a new Quick Action or edit an existing one is also made possible here. (Changes made to the Action, should it be edited, will be mirrored elsewhere throughout the system)
Trigger	Single Select	The choice here will determine when this Automation is reviewed to be processed. The choice is available to do this immediately after a ticket update, to delay this by a number of minutes defined after, or for this to depend on a date field against the ticket . This time will be when any later specified conditions will be checked.
Sequence	Integer	(2.228.1+) Allows you to order automations in the event that you have multiple automations all set to trigger as soon as the ticket enters the workflow step. Lower sequence automations (E.g. '1') will be processed before higher sequence automations (E.g. '2').  Only available for use when the Trigger field is set to 'When meeting the conditions through entering the step or updating the ticket'.
Conditions to evaluate prior to queuing the automation	List	Any conditions specified here will need to be met for this Action to be queued for automation. This will only be available should the automation be delayed. These conditions will need to be met for this delay to begin. They do not need to be met when the timer is hit and the automation is due to be performed.
Conditions to evaluate when running the automation	List	Any conditions specified here must be met for this automation to be performed at the time of it's trigger. These are processed seperately to the "prior to queueing" conditions, and can therefore be different (should the delay be setup).
Move Workflow	Single Select	This will be the outcome of any of the Automation should it be performed. This allows the choice to move to a different Step once this is completed.

End-User Update#

Moves the Workflow to a different step when an End-User updates a Ticket.

Field	Type	Description
Move Workflow	Single Select	This will be the outcome of the update should it occur. This allows the choice to move to a different Step once this is completed.

Approval Process Step Outcome#

Moves the Workflow to a different step based on an Approval Process Step result.

Field	Type	Description
Approval Result	Single Select	This provides a list of Approval Results to choose from, which when arrived at for any step in the process for the ticket in question, will move the workflow accoringly.
Move Workflow	Single Select	This will be the outcome of the trigger should it occur. This allows the choice to move to a different Step once this is completed.

Approval Process Outcome#

Field	Type	Description
Approval Result	Single Select	This provides a list of Approval Results to choose from, which when arrived at for the process as a whole for the ticket in question, will move the workflow accoringly.
Move Workflow	Single Select	This will be the outcome of the trigger should it occur. This allows the choice to move to a different Step once this is completed.

End-User Closure Outcome#

Move the workflow to a different step based on an End-User Closure Confirmation result.

Field	Type	Description
End-User Closure Result	Single Select	This provides a list of closure confirmation results, the selected value will move the workflow accordingly.
Move Workflow	Single Select	This will be the outcome of the trigger should it occur. This allows the choice to move to a different Step once this is completed.

Ticket is closed when created#

Move the workflow to a different step based on whether the Ticket is closed when it is logged.

Field	Type	Description
Move Workflow	Single Select	This will be the outcome of the trigger should it occur. This allows the choice to move to a different Step once this is completed.

Quote Approval Outcome#

Move the workflow to a different step based on a Quote Approval outcome.

Field	Type	Description
Quote Approval Outcome	Single Select	This provides a list of Quote Approval results, the selected value will move the workflow accordingly.
Move Workflow	Single Select	This will be the outcome of the trigger should it occur. This allows the choice to move to a different Step once this is completed.

Sales Order Created#

Move the Workflow to a different step when a Sales Order is created on the ticket.

Field	Type	Description
Move Workflow	Single Select	This will be the outcome of the trigger should it occur. This allows the choice to move to a different Step once this is completed.

Quote Sent#

Move the Workflow to a different step when a Quote is sent from the ticket.

Field	Type	Description
Move Workflow	Single Select	This will be the outcome of the trigger should it occur. This allows the choice to move to a different Step once this is completed.

All To-Do list items completed#

Move the workflow to a different step based on all To-Do list items being completed

Field	Type	Description
Move Workflow	Single Select	This will be the outcome of the trigger should it occur. This allows the choice to move to a different Step once this is completed.

To-Do list group completed#

Move the workflow to a different step based on a To-Do list group being completed.

Field	Type	Description
To-Do List Group	Single Select	The selections available here will be from any configured To-Do list groups. Once one of these has been fully completed on the Ticket, the Workflow will move accordingly.
Move Workflow	Single Select	This will be the outcome of the trigger should it occur. This allows the choice to move to a different Step once this is completed.

Appointment Created#

Move the workflow to a different Step should an Appointment be created from the ticket.

Field	Type	Description
Move Workflow	Single Select	This will be the outcome of the trigger should it occur. This allows the choice to move to a different Step once this is completed.

Details Tab#

Field	Type	Description
Workflow Name	Free Text	The name entered here will be used to identify this Workflow, and will represent it elsewhere throughout the system.
Notes	Free Text	Any notes entered here can be used as a reference for other Agents, and are usually used to explain the Workflow's configuration and use, should it not be immediately apparent.
Show in Lists	Checkbox	When checked, this Workflow will be selectable and able to be applied via lists. If not, the Workflow will need to be applied via automations such as defaults or ticket rules.
Agent Actions allowed at any Step	Multiple Select	Actions selected in this list will be available to use at any point in this Workflow, regardless of whether they are present in the Step's allowed actions. These are often used for non-progression Actions such as Private Notes or Emails.
Stages	List	Steps in this Workflow will be able to be assigned to these Stages. This stage will determine where in the progression line the ticket is marked when on that step (shown in the "Progress" tab of ticket entities). The Name given will describe that Stage on the bar, and the Number will determine the position in the process that this Stage is located (1 would be the first).

OLAs Tab#

Targets listed here will be set as Operational Level Agreements (OLAs) on this Workflow. These are used to distinguish certain Time expectations for arriving at certain Steps or Stages in the Workflow.

Field	Type	Description
Target Name	Free Text	This will be the name of the Target as it is displayed elsewhere throughout the system.
Target Type	Single Select	This determines whether the following fields are regarding Workflow Steps or Stages.
Start	Single Select	This determines the starting point of this Target. These will be either Steps or Stages dependant on the above selection. When this starting point is arrived at, the below Target counter will begin to tick down.
End	Single Select	This determines the end point of this Target. These will be either Steps or Stages dependant on the above selection. When this end point is arrived at, the below Target counter will stop ticking, and will be marked as met or missed accordingly.
Target	Integer	The value here will be used as the amount of time allotted to meeting this Target. The units of which are determined by the below Units field.
Units	Single Select	This will dictate whether Hours or Days are used for the Target value above.
Work Hours	Single Select	Set working hours for this OLA, these can be configured in Configuration>Teams & Agents>Workdays
Rules	Table	Configure ticket rules which will be added to this table. You set the OLA to trigger at the bototm of the Rule, this will trigger the OLA on the ticket rule, if the ticket rule is matched.

Automation Log Tab#

This will display an audit log of any Automations that have been completed by tickets on this Workflow.