Configure Entry Criteria

Entry criteria determines the course of the workflow. Entry criteria allows you to assign a ticket to a specific group based on matching conditions, such as source and priority of requests. A well-defined entry criteria ensures that the ticket is assigned to the appropriate queue. For example, you can define entry criteria that all service requests with high priorities are assigned to L1 support group.

This process explains how to configure the entry criteria for a process workflow.

Follow these steps:

1. To define entry criteria, click the Define tab. The matching conditions are defined to route tickets submitted by users through the next set of actions. The following matching condition options are available in Process Workflow:
   • Match All Conditions Below: The ticket must satisfy all the conditions that are defined.
   • Match Any Condition Below: The ticket must satisfy any one of the conditions that are defined.
   • Define Custom Condition: The ticket must satisfy the custom condition that is defined using or and and operators. For example, consider you define three conditions as follows:
     1. Priority = Medium
     2. Class = Hardware
     3. Type = RAM
   1. You defined a custom condition as 1 or (2 and 3). In this scenario, the ticket must satisfy either condition 1, or both conditions 2 and 3 to go to next action.
   Note: Click Check for conflicting process flows to validate if the conditions are causing conflicts with other process workflows. The validation helps to identify which one of the process workflows with similar matching conditions is applied on the ticket. To avoid conflicts, set the sort order or modify the entry criteria for the process workflow with same matching conditions.   
   Set the Sort Order. The sort order specifies routing of the ticket when the matching conditions of two or more process workflows are identical. The process workflow with the lowest order is applied to the ticket for further processing. The order is set from zero to 999.
   Select Type as Auto Route or Auto Route with Workflow Action. Select Auto Route with Workflow Action when an immediate action is required after the request is submitted by the user.
   Note: To migrate the existing workflow actions to process designer, click Use migration utility to migrate existing auto routes. For more information, see Migrate to Process Designer.
2. To define the ticket assignment rules, click Assign tab:
   Assign the requests to groups or users who are responsible for the request. The default assignment group for all requests is Service Desk (L1). To assign the request to more specific group or user in the process workflow, add assignment rules.
   To add the Auto Assignment Rule: Click Add New Rule, the Auto Assign Rule dialog opens. Define the matching conditions and click NEXT. Define the group or user name to whom to assign the request if the matching conditions are satisfied. Click Show Advanced Options to configure the Set Fields for the request.              
3. To define the ticket parameters, click Set tab:
   Define how ticket parameters are modified when the ticket enters this step.
   Note: The ticket parameters that are defined in Set tab are not considered if you already defined the values in the Assign tab while adding an auto assignment rule.
4. To set the notification templates for notifying respective users, click Notify tab. Use the search field to select a notification template for the process.
5. Click Save Step. The entry criteria for the process workflow is created.