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).
Identify the Workflow Role Tag Values in the Configuration Settings
At this stage a list of Roles has been made known to the Workflow App and this information has been stored within the App configurations.
This list of Roles must now be converted into a coresponding Zendesk User Field to allow selection within the profile of each agent involved in your workflow.
Unfortunatley, due to Zendesk API limitations at this time it isn't possible to automatically generate the User Field using the App configurator and so it is necessary to create the field manually using the labels and tag values stored in the App configuration data as follows.
The list of Roles and corespoinding tag values can be located within the Workflow App configuration settings.
Create a new User Field to Maintain the Workflow Roles
The list of Role lables and tag values generated in the Workflow App configuration settimgs must be copied exactly into a corresponsing option for a Zendesk User Field.
This field can then be used to set the Role played by each of your Agents, to enable application of the Role Mappings and so restrict list of Workflow states available for selection in the Ticket Form.
Assign the Workflow Roles to Agents
The appropriate Role can be assigned by selecting from the list of avaiable options in the User Profile for each of your Agents.
Role Based Restrictions will now be Applied
Once a Role has been assigned the Role Mappings will ensure that only those Workflow States applicable to the assigned Role will be pressented for selection.
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).