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Workflows

The Workflows tab enables you to configure automatic workflows for Tickets based on certain conditions when the Ticket is created or updated, or when a nightly run is initiated. The workflows help you ensure that the Tickets undergo a standard process that reduces manual work, saves time, and minimizes errors. In addition, they ensure that all the Tickets are handled consistently and in a timely manner. 

You can trigger the following actions through a Ticket workflow:

  • Send an email
  • Create a work queue task
  • Update a field in a Ticket
  • Call an API function
  • Stop the workflow

The Workflows tab contains the following subtabs:

  • Workflows: To create a workflow
  • Design: To trigger actions when a Ticket is created or updated, or when the nightly run is initiated, based on conditional logic
  • Activity: To view the Tickets to which the workflow is applied

  • History: To view the history of the workflow

Creating and Designing a Workflow

To create and design a workflow:

  1. On the Configure tab of the LiveVox Portal, click Ticketing > Tickets Config.
    The Ticketing Config window appears.
  2. Click the Workflows tab, and then the WORKFLOWS subtab.
  3. C lick New.
    The New Ticket Workflow window appears.

  4. Enter values in the following fields.

    Field

    Description

    NameEnter a name for the workflow.
    Ticket Type

    Enter the Ticket type to which you want to apply the workflow.

    Ensure that the value you enter in this field is not used in the respective field of a published workflow.


    Description

    This field is optional.

    Enter a description for the workflow.

  5. Click Save.
    The workflow is created, and the Design subtab opens.

  6. Click New Event.

  7. Specify values in the following sections.

     Section

    Field

    Description

    Involves any of these events

    		Triggers

    Enter the actions when you want the workflow to be triggered for a Ticket type.

    The Triggers drop-down list box contains the following values:

    • Create Ticket
    • Update Ticket
    • Nightly Run

    Involves any of these events

    		DescriptionEnter a description of the trigger.

    On tickets with these properties

    		Not applicable

    The default value is Always. To modify the value:

    1. Click Edit.
      The Edit Condition window appears.

    2. As needed, enter the properties (that is, conditions and clauses) of the Tickets to which you want to apply the workflow.

      • To use the AND condition, click AND.
      • To use the OR condition, click OR.
      • To add a condition, click Add Condition.
      • To add a clause, click Add Clause.
      • To delete a condition or clause, click Delete next to the condition or clause.
      • To revert all the changes, click Reset.
    3. Click Save.

    Perform these actions

    		Action Type

    Enter the resulting actions of the workflow, and then click Add.

    The Action Type drop-down list box contains the following values:

    • Send Email: Sends an email
    • Create WQ Task: Creates a work queue task
    • Update Ticket Field: Modifies the value in a field in the Ticket
    • Call Function: Calls an API function
    • Stop Workflow Execution: Stops the workflow
    • Specify values in the fields, if they appear.
    • For the email action, you can select a template in the Template field. If you do not want to use any template, select None in the field.
    • For the email action, in the To field, you can either specify a particular email address or select one of the following options:
      • contact.email: Sends an emaiI to the email address of the Contact that is linked to the Ticket
      • ticket.email: Sends an email to the email address that is linked to the Ticket
    • You can delete an action by using  next to the action.

  8. Click Save.
    The event, which contains the workflow design, is created.

If you want to apply the workflow to a Ticket on the Agent Desktop, you must publish the workflow.  To publish the workflow, on the WORKFLOWS subtab, click the workflow that you want to publish, and then click  Publish.


  • To modify the workflow design, on the Design subtab, in the row containing the design, in the Edit column, click next to the design, and then perform Steps 7 and 8.
  • To copy the workflow,  on the WORKFLOWS subtab, click the workflow that you want to copy, and then click Copy.
  • To filter the workflows, on the WORKFLOWS subtab, in the Filter box, enter the text based on which you want to filter the workflows.
  • To delete the workflow design, on the Design subtab, click next to the design, and then click Yes in the Confirm window.

To add another design containing the same values in the Triggers and Description fields:

  1. On the Design subtab, in the row containing the event to which you want to add a design, in the Add column, click .
  2. Enter values in the On tickets with these properties and Perform these actions sections, as described in Step 7.
  3. Click Save.

To modify the workflow:

  1. On the WORKFLOWS subtab, select the workflow that you want to modify.

  2. Click Edit.

    The Edit button is disabled for a published workflow.

    The Edit window appears.

  3. Modify the values in the fields as required, and then click Save.

To modify the design of the workflow or to create another design for the workflow:

  1. On the WORKFLOWS subtab, double-click the workflow whose design you want to modify or for which you want to create another design.

    If the workflow is published, you cannot modify it unless you create another version of it. The new version of the published workflow will be in the draft state. You can publish the new version; however, doing so will delete the published version.


  2. To modify the design, in the row containing the design, in the Edit column, click next to the design, and then perform Steps 7 and 8.

To create another design, perform Steps 6 through 8.

To delete the workflow:

  1. On the WORKFLOWS subtab, select the workflow that you want to delete.
  2. Click Delete.
    The Confirm window appears.
  3. Click Yes.

Viewing the Workflow Activity

To view all the Tickets to which a workflow was applied:

  1. On the Configure tab of the LiveVox Portal, click Ticketing  > Tickets Config.
    The Ticketing Config window appears.
  2. Click the Workflows tab, and then the WORKFLOWS subtab.
  3. Double-click the workflow for which you want to view the Tickets.
    The Design subtab opens.
  4. Click the Activity subtab.
    A table appears, displaying the Tickets to which the workflow was applied. The table contains the following columns:
    • Version
    • Executed on
    • Ticket
    • Ticket Name
    • Event
    • Condition
    • Action
    • Action Body

To filter the Tickets, enter values in the following fields as needed, and then click Search:

  • Ticket Number
  • Start Date
  • End Date

Viewing the Workflow History

To view all changes made to a workflow:

  1. On the Configure tab of the LiveVox Portal, click Ticketing  > Tickets Config.
    The Ticketing Config window appears.
  2. Click the Workflows tab, and then the WORKFLOWS subtab.
  3. Double-click the workflow for which you want to view the history.
    The Design subtab opens.
  4. Click the History subtab.
    A table appears, displaying the following columns:
    • Version
    • Changed on
    • Updated by
    • Entity
    • Type
    • Operation
    • Details

To filter the entries, enter values in the following fields as required, and then click :

  • Start Date
  • End Date
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