Having planned and prepared the transitions involved in a workflow (see Planning and Preparing for Workflow Configuration) the Workflow App can be used to capture and maintain details of all states identified.
Configure the Workflow App
*Note: if you haven't already done so, before attempting to configure this App please familiarize yourself with the section of this manual describing the deployment and configuration of Apps.
Once deployed and installed the Workflow App (3) can be configured (4) and utilized from within the CloudSET Apps Library.
Record all States Identified for the Workflow
Before a workflow can be defined it is first necessary to record a full list of states resulting from each transition (1) (see Identify Workflow States in Planning and Preparing for Workflow Configuration).
Select the "Add State" button (2) to introduce a new state to the list, or if necessary drag an existing state to the "RUBBISH" bin (3) to remove from the list.
Enter the Name of the New State
A form is presented requesting the name of the new State to be introduced to the list (1).
Enter a unique name and select the "OK" button (2) to continue.
Enter a Corresponding Tag Value
Once a name has been given for a state, a second dialog will request an id for the workflow state (1).
All states created by the Workflow App are introduced as an option value in a custom Ticket field drop down named "WFStates" and this id will be used as the corresponding tag for the option value,
Therefore, in accordance with the rules enforced by Zendesk, the tag name must be unique across all drop-down option values in your Zendesk account.
Enter a unique value and select the "OK" button (2) to complete the creation of the new workflow state.
Notice the New State in the List
Once a new State has been created it will be presented within the list of all workflow states (1).
*Note: remember to save the workflow to commit the list of states (2), otherwise any updates will be lost if navigating away from the configurator.
The Save button will briefly change to display the text Saving... and any errors will be reported back in the dialog.
If no errors are reported, simply close the dialog (3), otherwise contact Coherence Design for support.
Close the dialog once the mappings have been saved (3).
Notice the Presence of the Custom Ticket Field
Having configured the Workflow App a custom Ticket field drop down named "WFStates" (3) will appear in the Ticket fields page (2), and an option value will have been created for each of the workflow states created (4).
*Note: The name of this custom field can be updated if required to replace the displayed label in the Ticket form and any views in which it is included.