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
2. 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.
3. 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.              
4. 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.
5. To set the notification templates for notifying respective users, click Notify tab. Use the search field to select a notification template for the process.
6. Click Save Step. The entry criteria for the process workflow is created.

Javascript functionality to Assignment rules and entry criteria in Process Flow

To enable the script, click the Advanced checkbox under the Define tab. You can then write a script to set the entry criteria for the process flow. For example, the following script checks whether the ticket description contains the word "Alternate":

if(tr['ticket_description'].indexOf("Alternate") !== -1)
{
return "true";
}

return "false";

Similarly, you can create scripts for Assignment Rules. To do so, click Add New Rule, then select Advanced to write the script. The following script checks if the ticket description contains the phrase "DMS File Server" and assigns the ticket to a specific group. Make sure to provide the correct group ID for assignment:

//If description contains DMS File Server, assign to ABC Group.

if(tr['ticket_description'].indexOf("DMS File Server") !== -1)
{
data['assigned_group_id']='123';
}

return data;

Advanced Matching Expression Script option for Workflow actions under Process flow

As above we now also have a provision for writing a script for Workflow Actions under the process flow. We have written a script in which it would check the age of the ticket. If its less than 10 the Resolve Incident action would be showing up in the Ticket Actions Menu and if it's more the Resolve Incident actions would not show up in the ticket.

var now=new Date();

var created=new Date(tr['created_date']*1000);

var age = Math.floor((now.getTime()-created.getTime())/(24 * 60 * 60 * 1000));

if(age<10)
return "True";
else return "false";

Ability to preview the criteria of the Entry criteria 

We have the ability to view the full entry and assignment criteria under process workflow. Earlier, hovering would only display the information for the selected criterion, not for all criteria.

A "Preview" button is available in the criteria section. When clicked, it will display an overlay popup showing the matching criteria in a tabular format.

This "Preview" button will be disabled when advanced scripting is enabled for the criteria.