Workflows allow you to structure the process a ticket goes through before it can be considered "Resolved". This often includes approval processes.
Your workflows are all listed under Configuration > Tickets > Workflows, this is where you can view , adjust and create new workflows.
Amending an Existing or Adding a New Workflow
Click "New" or on an existing row to modify a workflow.
The flow chart tab shows you the actual workflow, each action and how this moves the flow along.
The blocks are the stages and the actions are listed in them are those available at that stage.
Any links that move the workflow leave on the right hand side next to the action and into the IN block of the appropriate stage
You can drag and drop the stages in edit mode and rearrange the links by using the mouse
Hover the mouse next to the action you wish to link
Click and drag this line to the IN tag of the step you are linking to
Release left mouse
The stages are now linked, when that action is performed, the Workflow will move to the designated step.
You can modify the links appearance by clicking and dragging any part of it, this will add a new node and anchor it to that point.
Adding a Step
In edit mode, click on any step's pencil to modify or click "Add a Step" in the top left.
If new, add a step name.
Designate if this is the start and which stage this is.
If this is the end, this is selectable under the Stage drop down
Each stage should have actions associated with it that will move the workflow on or remain at this position.
Click ⊕ to add a new step or the pencil to modify a current row.
Select an action type
Allow Agent Actions - This allows a set of actions to be performed by agents
Timer - Triggers a quick action to be performed after a given number of minutes*
End-user - Designates the behaviour of the workflow on an End-user email
Approval Outcome - On the outcome of an approval process which either sent the workflow to this stage or remained here, will trigger movement or the workflow.
Select the behaviour which should occur, allow a set of actions or quick action, move if updated or on the approval outcome.
Select the movement of the workflow from this step or to remain.
You should now populate completely the list of actions and movements that this stage will have.
Click Save and this will now appear on the Flow chart.
*A note on Timers and quick actions: these can be a powerful tool for automating work in Halo. Quick actions can perform all of the functions of a normal action, as long as it doesn't require agent input. The timer can also be set to only count down in working hours which can be very useful as a way of stopping your workflow from advancing outside of working hours.
Example: Adding a closure approval step
Here using the settings below for the approval step, we have added an approval for closure for this workflow. Allowing all work to be signed off by the relevant manager.
This was done by;
Adding "Request Approval" to each stage that an agent may wish to close the ticket.
Creating a new step with the outcomes of "Approved" and "Rejected".
Determining what happens when the ticket is "Approved (move to resolved).
Determining what happens when the ticket is "Rejected" (move back to the start of the workflow).
Here is where you designate a name for the workflow and any notes that will explain the process.
Here you can also list any actions that will be allowed at any step, such as email end-user or re-assign to another agent and configure the names of the stages that can be selected from.
Stages: These are a nominal designation for the grouping of steps in a workflow and apart form start/end, these do not affect the workflow.