Having created a workflow and identified the order and sequence of all transitional states involved (see Map the Order and Sequence of State Transitions within Capturing & Maintaining Workflows) it is possible to specify one or more conditions under which the workflow applies to a Ticket.
*Note: these conditions should have been identified during the planning and preparation of the workflow process (see Identify Workflow Preconditions in Planning and Preparing for Workflow Configuration).
Create Multiple Alternative Workflows
This allows for the creation of multiple workflows with a different set and sequence of transitional states, each of which applies to a different classification of Ticket.
For example, there might be a shorter life cycle with fewer transitional states for a higher priority ticket or for an organization playing for a high level of service.
Create Applicable Conditions for a Workflow
The right most column of the Workflow App configurator presents a list of all Ticket field drop-downs in your Zendesk account (1) that could be used to create applicable conditions.
Select a field from the list (2) and drag and drop on top of the "Applies When" node (3).
The "Applies When" node will be expanded and the successor state will be created as a child (4).
If necessary a conditional field can be removed by dragging and dropping onto the "RUBBISH" bin (5).
Select the Field Values that Determine when the Workflow Applies
Double-click a field in the "ROLE/VALUE" column (1) to bring up a list of option values for the field (2).
Select one of the values for the list (3) and this will create a condition to insist that the field must have the this value selected in order for the workflow to apply for a Ticket.
Once all workflow conditional mappings have been captured remember to save the workflow (4) to commit the configuration, otherwise updates will be lost when 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 (5), otherwise contact Coherence Design for support.
Close the dialog once the mappings have been saved (5).
*Note: it is possible to include multiple occurrences of the same field and select additional values in which case the full condition will allow any of the values to be selected in the field for the workflow to be applicable (i.e. a logical OR operation will be applied).
Similarly, any number of alternative fields can be included in the condition, but in doing so the selected values for this field would also be applied in the same logical OR operation, e.g. the workflow would apply if either the Severity is equal to "P1", or the Category is equal to "Issue".
See the Workflow App in Operation
In the above example when a Category value is selected that is listed in the applicable conditions (1), the "WFStates" field is visible (2) and so a workflow state can be selected for the Ticket.
However, when a Category value is selected that isn't listed in the applicable conditions (3), the "WFStates" field is hidden form view and unavailable for use.
*Note: further control of the workflow can be established based on the Workflow Role associated with a Ticket and if the current user is assigned to the Role (see Applying User Role Based Control).