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 to control which of your Zendesk agents is allowed to move the workflow between each state.
*Note: these rules should have been identified during the planning and preparation of the workflow process (see Identify User Roles in Planning and Preparing for Workflow Configuration).
Before any User Role based rules can be applied using the Workflow App it is first necessary to establish a list of available Workflow Roles in your Zendesk account (see Identify User Roles in Planning and Preparing for Workflow Configuration).
Select the "Add Role" button (2) to introduce a new role to the list, or if necessary drag an existing role to the "RUBBISH" bin (3) to remove from the list.
A dialog is presented requesting the name of the new Role to be introduced to the list (1).
Enter a unique name and select the "OK" button (2) to continue.
*Note: the list of Roles isn't held as a custom ticket field drop-down, but is stored as a variable array in the Array of Configurations Widget.
Assign Workflow Roles to State Transitions
Having established a list of Workflow Roles they will be made available for use within the Workflow App.
Using the Workflow App configurator expand the element representing a workflow state (1) to expose the successor states (2) and double-click in the "ROLE/VALUE" column (3).
This will present the list of available Workflow Roles (4) from which a selection can be made (5).
Complete Workflow Role Mappings and Commit Updates
Once selected the Workflow Role with responsibility for completing the transition to the successor state is listed in the "ROLE/VALUE" column (1).
If necessary, a Workflow Role mapping can be removed by dragging and dropping on top of the "RUBBISH" bin (2).
Complete the mappings for all transitions where necessary and remember to save the configurations (3), otherwise any 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 (4), otherwise contact Coherence Design for support.
Close the dialog once the mappings have been saved (4).
Deploy the End User Roles Widget
Although the configurator for the End User Roles widget (3) isn't utilized during the creation of Role specific end user Views, it is necessary to deploy this widget in order to introduce the customizations needed in the User edit form - described later in this lesson.
Assign Agents to Workflow Roles
Having now mapped Workflow Roles to transition states it is necessary to assign one or more Agents to the Workflow Roles, so that it is possible to fulfill all responsibilities within the workflow.
*Note: due to a current limitation in the Agent Interface, the setting of the Role to an end user must be performed from within the Web Portal.
The "End User Role" widget will make use of the variable created in the Arrays of Configuration (see Establish List of Workflow User Roles above) to introduce a new section named "Custom Roles" (1) when editing details for an Agent.
From here a drop-down is presented (2) making it is possible to select the Workflow Role (3) and assign to the Agent, thus awarding the ability to fulfill responsibilities within the workflow.
See the Workflow Role based Controls in Operation
In the above example, even though the state named "Assigned to Agent" is a successor to the current workflow state, when the currently logged in Agent is not assigned to the Workflow Role of "Manager", the successor state is unavailable for selection (1).
However, when the logged in Agent is assigned to the Workflow Role of "Manager", the successor state named "Assign to Agent" is available for selection (2).