The Workflows page defines workflows that automate the processing of tickets when triggers and conditions are met. For example you can use a Workflow:
When Tickets are Assigned - Based on the source, priority, issue or client, or any combination of these conditions, automatically assign the ticket to the best person in your company.
When Tickets are Reassigned or Escalated - If a ticket sits idle for too many days or hours, automatically send a reminder or re-assign the ticket to another technician and bump the priority to a higher level.
When Tickets are Edited - We can send a notification if a note or time is entered on a ticket.
When Tickets are Resolved - Send an email with a summary of what was done with a 'thank you' message included.
Creating Workflows
Select the Admin > Business Process > Workflow page.
Click New.
Note: You can also Clone an existing workflow and modify it.
Ensure the Workflow Rule tab is selected.
Enter the following header fields:
Workflow Name – The name of the workflow.
Description - A one line description of the workflow.
Active - If Yes, the workflow is being used.
Define Triggers for ticket workflows in the Triggers section.
Created By - Anyone, Employees, Clients
Updated By - Anyone, Employees, Clients
Note: An update is a change of status, change of primary assignee or queue, change of priority, change of ticket type.
Activity Added By - Anyone, Employees, Clients
Note: An activity is a time entered, note added, or expense entered.
Activity Type - Time, Expense, Activity
Idle For - The tickets sit idle—with no activities or no time entries—for hours or minutes.
Due In - The ticket has a due date on it and that date is approaching, in hours or minutes
Overdue By - The due date has passed, in hours or minutes.
SLA First Response Due In - Specifies when an SLA first response is due and sends an alert, in hours or minutes.
SLA First Response Overdue By
SLA Resolution Due In - Specifies when an SLA resolution is due and sends an alert, in hours or minutes.
SLA Resolution Overdue By - Specifies when an SLA resolution is past due and sends an alert, in hours or minutes.
Select the Conditions tab.
Each condition provides a set of comparison operators. Comparison operators can include: In, Not In, Changed, Changed From, Changed To, Is Empty, Is Not Empty, Like, Not Like, Greater Than, Less Than, Greater or equal, Less or equal, Between
The following fields are set in the Tickets section of the Conditions tab. These conditions test for values in the ticket.
Use the Tickets section to set conditions for values in the ticket.
Status - Changes the status of a ticket.
Priority - Sets the item's priority
SLA
Issue Type - Updates the issue type.
Sub-issue Type - Updates the sub-issue type.
Source
Ticket Type - Updates the ticket type.
Queue - Assigns a ticket to a queue.
Primary Assignee - Assigns a primary technician
Title
Details
Satisfaction Score
Ticket Sender Email
Service Contract
Work Type
Open Data
Due Date
Account Type
Account
Service Type
Use the Accounts section to set conditions for values in the CRM account associated with the ticket.
Account Type
Account Name
Location
Description
Service Type
Account Code
Business Type
Account Manager
Status
Acquired Date
Use the Contacts section to set conditions for values in the CRM account contact record associated with the ticket.
First Name
Middle Name
Last Name
Job Title
Status
Point of Contact
Receive Invoices
Has Client Portal Access
Use the Assets section to set conditions for assets associated with the ticket.
Name
Description
Category
Business Impact
State
Brand
Manufacturer
Machine Group ID
Product Name
Serial
Model Number
Asset Tag
Acquisition Date
Expiration Date
Warranty Expiration Date
Barcode
Vendor
Use the Custom Fields section to set conditions for custom fields added to the ticket.
Define the actions taken using the Updates tab.
Account - Assigns the ticket to an account.
Updates the ticket with the default contract for the account.
Updates the SLA with the SLA specified by the default contract.
Status - Changes the status of a ticket.
Priority - Sets the item's priority
SLA
Updates the SLA with this SLA, overriding the SLA specified by any contract.
Issue Type - Updates the issue type.
Sub-issue Type - Updates the sub-issue type.
Ticket Type - Updates the ticket type.
Queue - Assigns a ticket to a queue.
Primary Assignee - Assigns a primary technician
Contract - Enter an account to enable this drop-down list.
Updates the ticket with this contract, overriding the default contract for the account.
Updates the SLA with the SLA specified by the specified contract.
Select the Notification tab.
Specify who will be notified when a workflow is triggered.
Assigned Queues - Yes or No. Notifies all users who are members of the listed queue assigned to the ticket.
Assigned Resources - Yes or No. Notifies the primary assignee or secondary assignees assigned to the ticket.
Account Associate Resources - Yes or No. Notifies all resources added to the CRM > Account > Associated Resources tab for this client.
You can also add specific employees by name.
Select the customers to be notified in the Client section. Contacts only display in this section if clients were selected in the Workflow Rule > Conditions > Client drop-down list.
Ticket Contact - If Yes, clients are notified if they submitted a ticket.
Point of Contacts - If Yes, clients are notified if they are designated the point of contact for a customer account.
Select the email template used to create notifications for this workflow.
