U17 Pop-Out Help

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titleViewing the Workflow Activity

To view all the tickets to which a workflow was applied, 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 onat: 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 that determines if the workflow is 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: Information about the action.

Info

You view the tickets using the search option, specify the Ticket Number, Start Date and Time, and End Date and Time.



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titleViewing the Workflow History

To view all the changes made to a workflow (including its design), 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.

    Info

    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.

    Info
    • 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.

    Info
    • 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.

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titleAdding a Permission

To add a permission:

  1. Click the Edit button.
    The Editor window appears.
  2. Select a Label from the drop-down list.
  3. Select a Permission from the drop-down list.
  4. Select the appropriate user (for example, select either the Users, Teams, or Agents).
  5. Select Users/Team/Agents from the Available box and move it to the Selected box.
  6. Click Save.

A new permission is added to the Permissions tab.

Info
  • If you have selected Label and have not selected any user, by default, the permission is visible to all users.
  • To modify a user permission, double-click the permission and select the required user and modify the user rights.


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