Overview
Introductory information for Application Administrators on using Enterprise Service Management (ESM) workflows to manage business process, notifications, and other activities within a ticketing application. Workflows specify the steps (actions) that are applied to a ticket. They can include approvals, tasks, notifications, web service calls, parallel (i.e. concurrent), and sequential (i.e. linear) steps, as well as conditional branching.
In this article:
Types of Ticketing Workflow Steps
- Approval - Sends a notification to one, or more, approvers and waits for them to decide how the workfow should proceed. if approved, it could go down one path, if rejected, it follows a second path.
- Branch - Allows administrators to more easily manage branches in workflows with multiple paths.
- Choice - Presents a person, or group, with multiple choices.
- Collector - Joins several paths of a workflow (typically created via a Branch step) and waits for all of the paths preceding it to complete.
- Condition - Automatically routes a ticket one way or another.
- TeamDynamix iPaaS - Allows those departments
- Notification - Automatically sends a custom notification to one, or more, recipients.
- Task - Adds a ticket task with settings defined in the workflow to the ticket.
- Timer - Creates a waiting period. The workflow path will wait the designated amount of time passes. When it expires, it will move to the next step in the path.
- Web Service - This is a way of calling other applications (or even calling the TeamDynamix API) to accomplish some action.
Workflow Stages
Stages are groups of workflow steps that are used to provide a status summary of a ticket's progress through a workflow. Stages are visible in the Service Portal/Client Portal so that requestors can easily see where their request is in a workflow.
Gotchas & Pitfalls
- Whenever a ticket is assigned to a workflow, a copy of the workflow is created and applied to the ticket. This means that any changes to the workflow configuration DO NOT apply to workflows which are already assigned to tickets.
- Since group names and person names are copied onto the workflow configuration itself, if one of those names change, the changes will not be reflected in workflow until the workflow themselves are changed.
Need additional help or have issues
For support, requests may be submitted anytime using the appropriate Enterprise Service Management form. Requests generate a Ticket which will be worked in order received and urgency by IT Employees with the knowledge and permissions to assist with the request.
For immediate assistance please review the Contact Us page for the appropriate support group.