The Workflow App enables the capture of a sequence of steps within a process to control the order in which a Ticket can and should transition between each of the workflow states involved, from initial creation through to successful resolution.
Once configured via the Workflow App, a custom Ticket field drop-down named "WFStates" is introduced, listing all possible states.
The availability of these states for selection is controlled by the rules specified in the Workflow App configuration, i.e based on the current value of this field, one or more of the other states will be selectable, whilst all others are grayed out and unavailable.
*Note: if required the name of this custom field can be updated in the "Ticket fields" page via the "Manage" menu.
Role Configuration and additional Workflow Rules
Used in conjunction with User Role Based Control and the implementation of additional workflow rules using a combination of triggers and widgets, it is also possible to control which Agents can move a Ticket between workflow states at different points in the life cycle and also implement the automatic notification and hand-off of control between Groups representing the individuals that play each role.
Create Multiple Alternative Workflows
Multiple alternative workflows can be implemented for different combinations of Ticket values and classifications catering for the possibility of alternative priorities, types of Ticket, organization, service levels, etc.
This manual describes the use of the functionality and capability provided by the Workflow App to capture and maintain the the various states involved within each workflow and the sequence in which they can and should transition.
However, no attempt has been made to describe the use of triggers and widgets to implement the workflow rules necessary to implement role based controls.
As such, due to the complexity and in depth knowledge required in order to achieve the full solution, the implementation of workflows is usually carried out as a service by a qualified CloudSet Implementation Consultant as part of the workflow implementation service.
It is envisaged that future versions of the Workflow App will provide support for the automatic generation and maintenance of additional triggers and widgets, thus removing most if not all of the dependency upon a qualified Consultant.