Workflows have a great potential of automating the product based on different events like creating complex business rules, creating escalation rules, assigning SLA to Incidents, assigning Incidents to staff and many more things to automate.
A Workflow comprises of three parts –
Event – Specifies the event like when should this workflow get triggered.
Criteria - on which conditions should the workflow work.
Action – Finally what action you want the workflow to take based on the event and criteria.
Now say you want to apply 24X7 SLA plan for all incoming Incidents. Below are steps for them to configure -
Event = New Incident
Criteria = Subject contains blank(means all Incidents with any subject)
Action = Apply SLA ,select 24X7 SLA plan.
Workflow - workflow can be used to create different rules based on event and criteria's.Below is a detailed explanation of events, criteria, and action.
Events | Description |
New Incident: | This event is triggered when a New Incident is created. |
Client reply: | This event is triggered when a client reply to already created Incident. |
Staff reply: |
|
Change flag: | This event is triggered when a flag is changed for Incident. |
Change Incident type: | This event is triggered when the Incident type is changed for an Incident. |
Change department: | This event is triggered when the department is changed for an Incident. |
Change status: | This event is triggered when status is changed for an Incident. |
Change priority: | This event is triggered when priority is changed for an Incident. |
Change category: | This event is triggered when category is changed for an Incident. |
Change subcategory: | This event is triggered when a subcategory is changed for an Incident. |
Change item: | This event is triggered when an item is changed for an Incident. |
Change level: | This event is triggered when an Incident level is changed for an Incident. |
Change location: | This event is triggered when location is changed for an Incident. |
Assign staff: | This event is triggered when an Incident is assigned to staff. |
Incident merge: | This event is triggered when incidents are merged by staff. |
Add note: | This event is triggered when the staff adds a note to an Incident. |
Incident post delete: | This event is triggered when staff delete an Incident post |
Move to trash: | This event is triggered when the staff moves Incident to trash |
On overdue: | This event is triggered when an Incident is not replied within the defined response time. |
On unresolved: | This event is triggered when Incident status is not marked as closed or resolved within the defined resolution time. |
SLA plan change: | This event is triggered when Incident SLA plan is changed. |
Pause SLA: | This event is triggered when SLA is paused. |
Resume SLA: | This event is triggered when a paused SLA is restarted or resumed |
On last activity: | Indicates when was the last change made on Incident say changing incident properties, replying to Incident. |
Add time tracked: | This event is triggered when time tracking entry is added by staff on the Incident. |
Change Urgency: | This event is triggered when Urgency is changed for an Incident. |
Change Impact: | This event is triggered when Impact is changed for an Incident. |
Criteria | Description |
Subject: | Matches subject line of Incident. |
Message: | Matches message or content of Incident. |
Client name: | Matches Client name of Incident. |
Client email: | Matches Client email of Incident. |
Organization: | Matches Organisation of client. |
Client language: | Matches Client language (Client language is one selected by client on Client portal while submitting ticket) |
Domain: | Matches Domain name. |
Department: | Matches Department of Incident. |
Status: | Matches Status of Incident. |
Priority: | Matches Priority of Incident. |
Label: | Matches Label of Incident. |
Incident type: | Matches Incident type of Incident. |
Incident Category: | Matches Category of Incident |
Subcategory: | Matches Subcategory of Incident |
Item: | Matches Item of Incident |
Level: | Matches Level of Incident. |
Location: | Matches Location of Incident. |
Owner: | Matches Owner of Incident (Owner is one whom ticket is assigned) |
Operator: | Matches Operator of Incident(Operator is one who is working on Ticket) |
Flag type: | Matches Flag type of Incident. |
Last activity: | Checks for Last activity (Last activity means change in Incident properties and reply to Incident). |
Last replier: | Matches for the last replier of incident i.e. staff or client. |
Creation date: | Matches for Creation date of Incident. |
SLA plan: | Matches SLA plan of an Incident. |
Has attachment: | Checks for attachments. |
Channel: | Checks for Channel for an Incident. |
To email: | Checks for "To email" field specified in Incident. |
Creation time: | Matches Creation time of Incident. |
Overdue time: | Matches for Overdue time of Incident. Example When the staff fails to reply within response time then ticket gets overdue. |
Resolution due time: | Matches for Resolution due time of Incident. Example When a ticket is not closed or resolved within the resolution time. |
Schedule: | Matches the schedule (working hours) |
Urgency: | Matches Urgency of an Incident. |
Impact: | Matches Urgency of an Incident. |
Working of Match conditions under Criteria :
Here you can add multiple conditions as per your scenario.
Match conditions can be added in below ways -
A)Match AND conditions: If you add multiple criteria under this, then all the conditions should be satisfied to perform the desired action i.e. there is AND operation performed between the condition.
For example, if you have added criteria as below -
a1 . Department equals to Sales
+(AND Operation)
a2. Client name equals to ABC
+(AND Operation)
a3. Priority equals to high
then if all the above three conditions are satisfied then only the Action specified would take place.
B)Match OR conditions : If you add multiple criteria's under this , then atleast one conditions should be satisfied to perform the desired action i.e. there is OR operation performed between the condition.
For example, if you have added criteria's as below -
b1. Department equals to Sales
+(OR Operation)
b2. Department equals to Support
+(OR Operation)
b3. Department equals to Billing
then atleast one of the above three conditions is satisfied then only the Action specified would take place.
Note : Section A, Section B are mutually AND to each other.
Say A (a1 AND a2 AND a3) AND B(b1 OR b2 OR b3 ) means all conditions under section A should be true and atleast one condition under B should be true to take the desired result.
Action | Description |
Forward template: | Select the template which you want to send on email. |
Forward to: | The email address to which one wishes to send the mail can be entered here. |
Change department: | The department can be changed by selecting the department from the listing. |
Assign team: | The team can be assigned from here by selecting the particular team. |
Assign staff: | The staff members can be assigned from here and the staff members can be selected from the listing. |
Change status: | The status of the Incident can be changed by selecting it from the listing. |
Urgency: | The urgency of the Incident can be changed by selecting it from the listing. |
Impact: | The impact of the Incident can be changed by selecting it from the listing. |
Change priority: | The priority of the Incident can be changed by selecting it from the listing. |
Change flag: | The flag of the Incident can be changed by selecting it from the listing. |
Change Incident type: | The type of the Incident can be changed by selecting it from the listing. |
Change category: | The category of the Incident can be changed by selecting it from the listing. |
Change subcategory: | The subcategory of the Incident can be changed by selecting it from the listing. |
Change item: | You can change the item by selecting it from the listing. |
Change level: | The level of the Incident can be changed by selecting it from the listing. |
Change location: | he location of the Incident can be changed by selecting it from the listing. |
Change label: | The label of the Incident can be changed by selecting it from the listing. |
Change channel: | The channel of the Incident can be changed by selecting it from the listing. |
Apply SLA: | SLA Plan can be selected from the listing and applied from here. |
Reset resolution time: | If you want to reset resolution time for SLA you can select YES |
SLA state: | You can select the SLA state such as pause, resume SLA. |
Send email to client: | Particular email template can be selected from the listing and can be sent to the client. |
Send email to staff: | Particular email template can be selected from the listing and can be sent to the staff. |
Apply billing rate: | You can select the billing rate . |
Create Invoice: | If you want to create and send an invoice to client. |
Ignore email: | If you set it to yes then email is ignored. |
Send autoresponder message: | If you set it to yes then autoresponder mail is sent. |
Process Incident alert rules: | If you set it to yes then alert rule will be processed else alerts want to be sent. |
Do not parse as Incident reply: | If you set it to yes then reply wont be appended to Incident and a new Incident would be created for every reply. |
Mark as ban: | It will decide whether the sender email should be marked as a ban or not. If marked as ban then the clients will not be allowed to send further Incidents. |
Mark as spam: | It will decide whether the sender email should be marked as spam or not. |
Status: | To enable workflow. |