Branch Step

In this article, we'll cover:

• Overview
• Where to Find This
• Configuring the Branch Step
• Example

Overview

In workflows, a Branch step allows administrators to manage variant paths within a process according to defined rules. When a workflow reaches the Branch step, the branch selection happens automatically in real time, the selected step executes, and the process continues to the next step(s) — omitting the other branch from the workflow history.

The most common use case for a Branch step is consolidating a workflow's connections when multiple paths need to lead into the same set of parallel next steps — for example, several different approval paths that should all trigger the same group of task steps once any of them completes.

A Branch step is optional. You can also draw multiple paths directly from any preceding step, so a single step can branch out into multiple other steps without a dedicated Branch step in between. Branch steps become worthwhile when you want to keep a workflow's parallel paths clearly labeled and easy to manage as it grows in complexity.

For a complete guide to creating, configuring, and activating ticket workflows, see Configuring Ticket Workflows.

In the workflow above, a Condition step flows into the Branch step, "Branch Step - Branch into multiple tasks," on Condition Not Met. From its Always option, the Branch step fans out into three parallel Task steps — "Task 1 - to Team A," "Task 2 - to Team B," and "Task 3 - to Team C" — each of which must complete before its respective path continues.

Where to Find This

The Branch step is configured in the Ticketing application admin interface, and can be viewed on a ticket with the workflow applied in Work Management and the Client Portal.

Configure the step from the Workflow Builder in the Ticketing app admin UI following these paths:

• Ticketing Application Admins Work Management > View Applications > [Name of the Ticketing application]  > gear icon > Admin > Workflows > [Workflow name] > View Builder
• Global Admins: In TDAdmin, go to Applications, then select the Ticketing application > Workflows > [Workflow name] > View Builder

Access an active workflow:

• In Work Management > View Applications > [Name of the Ticketing application] > find the ticket with the workflow applied and review the step
• In the Client Portal > Services > Ticket requests > open the request and review the workflow steps

Configuring the Branch Step

A branch step can fan out into separate multi-step paths that run in parallel. You add steps to each branch in the workflow, then connect the Branch step to the first step of each one.

When a workflow reaches the Branch step, it completes the step and continues on to the next steps, omitting the branch from the workflow history.

Structuring Branch Paths

In larger workflows, you may need multiple Branch steps to manage complexity. Each time you add a Branch step, it "opens" that workflow path — so at the end of that path, you need to "close" it back down with another branch. This applies to paths that contain multiple branches: for example, if a path starts with a branch, and then another branch is needed within that path, the end of that path would typically need two consecutive branch points to close out each of the first two branches before it can proceed to its next step — commonly a Collector step.

The steps below cover configuring a Branch step specifically. For guidance on connecting steps, validating a workflow, and activating it, see Configuring Ticket Workflows.

To create a Branch Step:

1. In the Ticketing application admin UI, navigate to the Workflows page.
2. On the Ticket Workflows list, click the Name of the desired workflow.
3. Click the View Builder button.
4. In the Workflow Builder, click File in the toolbar.
5. Select Check Out from the dropdown.
6. Click the New Step button in the toolbar.
7. In the New Workflow Step window, enter a Name that indicates what the step will do.
8. Select Branch from the Type dropdown.
9. If Stages have been configured for the workflow, optionally select one from the Stage dropdown.
10. Optionally enter a Description of what the branch is for.
11. Click Save, then close the window showing the Branch step details.
12. Locate the new Branch step in the workflow builder.
13. Click the directional arrows in the corner of the Branch Step and drag it to the desired point in the workflow.
14. If there's a step that should precede the branch, click that step's option (for example, an Approval step's Approve option) and drag a connector to the Branch Step, the same way you'd connect any two steps in the workflow.
15. Create the additional steps for each subsequent branch using New Step.
16. Click and drag from the Always option on the Branch Step to the first step in each branch. Unlike most step options, which connect to a single next step, an option can specify multiple next steps. Dragging multiple connectors out of Always splits the workflow into separate paths that run in parallel, rather than sending the ticket down just one of them.

Learn more about adding, connecting, and validating steps in Configuring Ticket Workflows.

Example

A Branch step lets a workflow split into multiple simultaneous paths from a single point, so that several tasks can run in parallel rather than one after another. This is especially useful after an approval, when several unrelated setup tasks all need to happen but don't depend on each other's completion. The primary use case for a Branch step is when one or more workflow steps in separate branches trigger the same set of parallel steps, such as tasks or decision steps — in this case, decoupling those linkages into a single step can make the workflow easier to administer later on.

In the New Hire Request workflow example below, once the initial Approval step is approved, the ticket reaches a Branch step, "Create New Hire Tasks." From this single point, the workflow fans out into four parallel paths: an iPaaS action to set up an Active Directory account, a task to issue hardware, a task to issue a mobile device, and a chain of tasks to activate the data and telephone jack, install the telephone, set up voicemail, and issue a long-distance code. Each path runs independently, and all four converge at a shared Collector step, which waits for every task to complete before the workflow continues to a second Approval step.

This structure can help you move several unrelated onboarding tasks forward at the same time, instead of forcing them into a single sequential chain, while still giving you a single point (the Collector) to confirm everything is finished before moving on.

Click to open the PDF and view the workflow details.