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As an administrator, you can define auto routes to configure the application to route tickets to designated support groups automatically. An auto route is based on the matching condition and the information in the ticket fields. The auto routes increase the overall performance as the tickets are not queued for manual assignments. |
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- Navigate to Manage, Tools, and then click Process Workflows.
- Click New Process flow.
- Specify the details in Entry Criteria such as the Matching Condition.
- Select Autoroute with Workflow Action from the Type list.
- Click Save Step.
- Click the Automation Action box in the Process Designer. The Select Step Type box will appear as shown below.
- Select Automation Action in the Select Step Type window.
- Select the required automation workflow action from the Workflow list on the Define tab, in the Automation Action window on the right.
- Map the mandatory fields on the Map tab in the Automation Action window.
- Click Save Step, and then Save.
When you create a ticket (depends on the Ticket Type), based on the matching conditions specified in the Process Workflow using the Autoroute with Workflow Action option, the specific automation action will be executed. To verify whether the action is executed or not, you can check the Activity History in the ticket as shown below.:
Edit Existing Workflow to trigger Workflow Action
To use the Automation Action in an existing process flow, follow these steps.:
- Navigate to Process Workflows.
Select the required workflow and click Checkout for Editing in case it is an existing Automation workflow action which you want to edit. Else, click Edit in New tab or Edit in New Window.
Info title Note - To edit an existing workflow action, click Add Step and select Automation Action.
- To edit an existing automation workflow action, select the text box in the Process Designer and then select the required automation action from the Workflow list in the Automation Action window on the right.
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