This new feature provides you a simple graphical interface for creating process workflows. A process allows you to configure how a ticket is treated when it is created. You can specify conditions for how a ticket that matches certain conditions is treated. Based on the conditions, the process automatically applies the criteria for ticket routing, ticket actions, and interactions with external applications. As part of this step, the Sidekick takes you to the Process Workflows page. You can perform the following:
- View all available processes.
- View and modify Out of the Box actions and create bulk actions.
- Create new processes.
- Configure the steps of a process.
- The steps can include:
- Ticket creation
- Ticket update
- Ticket assignment
- Approvals
- Automated action on an external application
- For each step you can define:
- The conditions that a ticket must meet before this step is applicable to the ticket.
- The groups that a ticket is assigned to if it satisfies the conditions.
- The ticket fields that are updated, if it satisfies the conditions.
- Email templates for notifications that are related to that ticket.
- The steps can include:
You can also directly navigate to the Process Workflows page and perform the required tasks. For more information about designing process workflows, see Process Workflow Designer.
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