Types of Ticketing Workflow Steps

This article outlines the different types of steps that may be used in ticketing workflows. Each workflow step has a separate article with details of how that step works:

• Approval Step - The Approval Step allows a workflow to notify one or more approvers and wait for them to decide how the workflow should proceed.
• Branch Step - The Branch step allows administrators to more easily manage branches in workflows with multiple paths.
• Choice Step - The Choice step allows a workflow to present a user or group with multiple choices in order to progress through a workflow.
• Collector Step - The Collector Step joins several paths of a workflow and waits for ALL of the paths preceding it to complete.
• Condition Step - The Condition Step allows a workflow to automatically route one way or another based on the values on the ticket.
• TeamDynamix iPaas Step The TeamDynamix iPaaS Step allows those organizations that have configured iPaaS flows integrate a ticketing workflow directly with flows built in the TeamDynamix iPaaS product.
• Notification Step - The Notification step allows a workflow to automatically notify one or more recipients.
• Task Step - The Task Step adds a Ticket Task to the ticket, with settings defined in the workflow.
• Timer Step - The Timer Step causes the workflow to wait until a specified time passes.
• Web Service Step - The Web Service Step allows organizations to automate processes by calling an external RESTful web service.

For information about how to tie all of these steps together in a workflow, see the Configuring Ticket Workflows article.