.Ticket Workflows vU15

You can configure a workflow for tickets so that they undergo a standard process that reduces manual work, saves time, and minimizes errors. A ticket workflow ensures that all tickets are handled in a consistent and timely manner. The Workflows tab of the Ticketing Config window enables you to configure workflows for tickets based on certain conditions when the ticket is created or updated, or when a nightly run is initiated. You can configure a ticket workflow to generate any of the following events:

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

Creating and Designing a Workflow

To create and design a workflow:

1. On the Configure tab, go to Ticketing > Tickets Config.
   The Ticketing Config window appears.
2. On the Workflows subtab of the Workflows tab, click New.
   The New Ticket Workflow window appears.
3. Specify values in the following fields:
   • Name: Name for the workflow.

   • Ticket Type: Ticket type to which you want the workflow to be applied (for example, bug, support, project, or work order).
     

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

   • Description: Description for the workflow.

     This field is optional.

4.  Click Save.
   The ticket workflow is created, and the Design subtab appears.

5. Click New Event.

6. Specify values in the following sections as required.
   

   Section	Field	Description
   Involves any of these events	Triggers	Actions when you want the workflow to be triggered (for example, when the ticket is created or updated, or when a nightly run is initiated).  The Triggers field contains the following options: Create Ticket Update Ticket Nightly Run When you select the Update Ticket trigger, any update in the ticket does not trigger the workflow. The workflow is triggered only when a specific field in the ticket is updated.
   	Description	Description of the event.
   On tickets with these properties	Not applicable	Properties for the tickets on which you want the workflow to be applied. The default value is Always, which indicates that the workflow is applied to tickets regardless of their properties. To modify the value: Click Edit. The Edit Condition window appears. Specify properties for tickets by using the drop-down arrows and the following buttons: Add Condition: Adds a condition. Add Clause: Adds a clause. When you add a condition or clause, you can specify the logical operator (and/or) with which to connect the expressions by using the AND and OR links. To delete a condition or clause, click Delete next to the condition or clause. To revert all your changes, click Reset. The logic appears in the window as you specify it. Click Save.
   Perform these actions	Action Type	Resulting actions for the workflow.  The Action Type field contains the following options: Send SMS: Sends an SMS. SMS notifications generated through a ticket workflow are not saved in the Interaction table. In addition, they do not depend on any service, and they comply with the SMS suppression list. 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. After you specify a value in the Action Type field, click Add, and then specify values in the fields that appear. When you add the Send SMS action, the Send SMS to section appears, displaying the following fields: Template: Enables you to select an SMS template. The message in the selected template appears in the section. To: Enables you to specify a phone number or select one of the following options: contact.phone1: Phone number of the contact associated with the ticket. ticket.phone1: Primary phone number associated with the ticket. ticket.phone2: Secondary phone number associated with the ticket. When you add the Send Email action, the Send EMAIL to section appears, displaying the following fields: Template: Enables you to select an email template. The message in the selected template appears in the section. To: Enables you to specify an email address number or select one of the following options: contact.email: Email address of the contact associated with the ticket. ticket.email: Email address associated with the ticket. CC and BCC: Enables you to add CC and BCC email addresses. This is available in both Template and free-form options. When creating a work queue task, you can specify the due date and due time for the task. Email and SMS messages generated through a ticket workflow are defined in a contact flow—in the Expressions section of the Expression Builder window, which contains the account and ticket fields (both standard and custom). For information about contact flows, see the Contact Flow Guide. You can delete an action by using  next to the action.

7. Click Save.
   The workflow is designed, and the event appears on the Design subtab.
   
   

   • For the same event (Create Ticket, Update Ticket, or Nightly Run), you can add another design (that is, specify additional ticket properties and actions for the workflow) by using  next to the event.
   • You can modify a design by using  next to the design.
   • You can add another event by using the New Event button.
   • You can delete an event by using next to the event.

Viewing the Workflow Activity

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

1. On the Configure tab, go to Ticketing  > Tickets Config.
   The Ticketing Config window appears.
2. On the WORKFLOWS subtab of the Workflows tab, double-click the workflow for which you want to view the tickets, and then click the Activity subtab.
   A table with the tickets to which the workflow was applied appears. The table displays the following columns:
   • Version: Version of the workflow that was applied to the ticket.
     
   • Executed on: Date and time when the workflow was applied to the ticket.
     
   • Ticket: Number of the ticket.
     
   • Ticket Name: Subject of the ticket.
     
   • Event: Event (trigger) when the workflow was applied to the ticket (that is, when the ticket was created or updated, or when a nightly run was initiated).
     
   • Condition: Properties of the ticket based on which the workflow was applied to the ticket. The value Always indicates that the workflow was applied to the ticket regardless of its properties.
     
   • Action: Action resulting from the workflow.
     
   • Action Body: Details about the action.
     

Viewing the Workflow History

To view all the changes made to a workflow, including its design:

1. On the Configure tab, go to Ticketing  > Tickets Config.
   The Ticketing Config window appears.
2. On the WORKFLOWS subtab of the Workflows tab, double-click the workflow for which you want to view the changes, and then click the History subtab.
   A table with the changes appears, displaying the following columns:

   • Version: Version of the workflow on which the change was made.
     

     If any change is made to a workflow after it is published, the version of the workflow is incremented.

     
     

   • Changed on: Date and time of the change.
     
   • Updated by: ID of the user who made the change.
     

   • Entity: Entity that was changed.
     

     • The value WORKFLOW indicates that the workflow was changed.
     • The value TRIGGER indicates that the design of the workflow was changed.

     
     

   • Ticket Type: Section of the workflow design that was changed.
     

     • The value EVENT indicates that the Involves any of these events section of the design was changed.
     • The value CONDITION indicates that the On tickets with these properties section of the design was changed.
     • The value ACTION indicates that the Perform these actions section of the design was changed.

     
     

   • Operation: Type of change made to the workflow (for example, create, update, publish, unpublish, or delete).
     
   • Details: Description of the change.