Workflows

Modifying and Adding Workflows

Operational-Level Agreements (OLAs) on Workflows

The article discusses Operational-Level Agreements (OLAs) within workflows, focusing on configuration and reporting. OLAs target specific timeframes for various workflow stages or steps and are primarily configured at the individual workflow level. The "OLAs" tab allows users to manage these targets, similar in function to Service Level Agreements. The article provides a detailed guide on setting OLAs, including start/end criteria, target times, work hours, rules, and restrictions based on team or priority. It also covers creating OLA templates for easier application across workflows and offers insights into reporting on OLAs.

Starting a Workflow from an Action

This guide explains how to set a workflow on an action within ticketing systems. It details the steps to configure actions to trigger specific workflows, such as the Incident Management + Triage workflow, when used. The article also mentions that reusing the action will restart the workflow, regardless of its current state on the ticket.

The Opportunity Workflow

This article provides a comprehensive guide on modifying an Opportunity Workflow within a sales process. It covers adding visual progress indicators, crafting a workflow flowchart, and incorporating a quick action for emailing quotes. It also discusses automatic progression of workflows based on certain sales actions and concludes with an example scenario of raising an opportunity and navigating through the subsequent workflow stages, including quote management and project creation.

Updating Workflow Step Based on the Stage that is Clicked

Workflow Automated Quick Actions

This guide provides instructions for automating actions in workflows using Quick Actions. It explains how to create a Quick Action, set automation within a workflow, and utilize the action. The process includes configuring email templates, setting triggers, and using various conditions to automate tasks such as sending emails and progressing workflow stages. The guide emphasizes setting conditions and triggers to automate actions based on specific criteria, enhancing efficiency in ticket management.

Workflow Runbook Automations

This article provides a guide on configuring and using runbook automations in workflows. It explains how to configure automation by accessing the desired workflow, using edit features, and adding automation actions. The process includes cloning workflows for testing, setting conditions for automation activities, and integrating runbooks. The resolution also details how automations function within tickets, including triggering runbooks when ticket conditions change and utilizing various viewing options to monitor automation processes. The guide highlights the necessity of configuring ticket types to include automation tabs for optimal functionality.

Workflow Step Rules

The article provides a guide on workflow step rules, which are rules that apply to specific steps in a ticket workflow rather than to new or ongoing tickets. It explains how to create these rules by accessing the workflow configuration, editing a specific step, and adding ticket rules. An example is provided where a rule prioritizes change requests related to security threats, assigning them to 3rd Line Support. The article also advises cloning workflows for testing before applying changes to live tickets.

Workflow To-Do Automation

The article outlines automation options for workflow progression based on To-Do list completion. Two main triggers are discussed: completing all items in a To-Do list or completing a To-Do list group. These automations can be configured within workflow steps, prompting automatic transition to the next workflow stage. However, the automation only checks completion at the current stage, not for previous stages. Additional tasks outside defined groups do not affect the progression, enabling flexible task management within workflows.

Workflows

The article provides a detailed guide on setting up and managing ticket workflows. It covers creating workflows and steps, adjusting workflow details, and implementing actions and automation. Key areas include access restrictions, automations such as Quick Actions and Integration Runbooks, and conditions for triggering specific steps. It also discusses access to workflow views and permissions for modifying them. The focus is on streamlining the ticket resolution process while ensuring flexibility and control over actions available at each step.