Condition Step

The Condition Step allows a workflow to automatically route one way or another based on the values on the ticket.

This introduction article will help TDAdmin users to use the condition step within ticketing workflows using TDAdmin. The user must have either environment wide admin access or ticketing application admin access in TDAdmin.

Overview

The condition step allows a workflow to automatically route one way or another based on the values on the ticket. Administrators can configure a set of filter criteria and if the ticket matches those criteria, it will follow the related path of the workflow. When defining a condition step, the administrator adds a set of filters (and optional filter logic) to the step.

Once the condition step is saved, the administrator connects the Condition Met and Condition Not Met results to the steps that should occur next.

When the condition step is evaluated by the system on a ticket workflow (a condition cannot be owned by a person, it is owned and evaluated by the system itself), it will show in the workflow history, and then the subsequent steps will begin based on the result of the evaluation.

Where to Find This

This feature appears in the TDAdmin and TDNext interfaces.

TDAdmin is where the workflow is created and configured and TDNext is where techs can see the status of the workflow and the steps.

Navigate to condition steps following these paths:

• TDAdmin > Applications > [Name of the ticketing app] > Workflows > New workflow > Open the the workflow up and click new step
• TDNext > Applications menu > [Name of the ticketing app] > Find ticket with a workflow on it and open it > Examine the workflow for the condition step

Using the Condition step

Creating a Condition step

To create a condition step:

1. In TDAdmin, click Applications in the left navigation.
2. Click the Name of the Ticketing application you want to add a workflow to.
3. In the left navigation, click Workflows.
4. On the Ticket Workflows list, click the Name of the desired workflow.
5. Click the View Builder button.
6. In the Workflow Builder, click File in the toolbar.
7. Select Check Out from the dropdown.
8. Click the New Step button in the toolbar.
9. In the New Workflow Step window, enter a Name that indicates what the step will do.
10. Select the Condition step Type from the dropdown.
11. Add specific criteria such as a custom attribute or the service value to try to match off of, and then build the different paths in the workflow

Gotchas & Pitfalls

• Condition steps are binary, and if there are multiple paths you want to create, additional condition steps need to be added. In order to sift through the ticket data for multiple criteria, condition steps can be daisy chained together to account for all of the different options/paths.

Examples

Configuring Condition Workflow Steps [Video]

This 3 minute video quickly demonstrates how to create a condition step in the Workflow Builder.

More Advanced Use Case of Condition Step

When combined with the branch and collector steps, a condition step can be leveraged to take multiple scenarios into account inside a workflow. Then, based on the data that was submitted into the ticket (attributes, priority, etc.), the ticket will flow through the desired paths within the workflow.

In the below example, the workflow starts by branching off into multiple condition steps, and based on the data, the condition steps decide which paths the ticket will flow through. This can help reduce the number of workflows that you would need to build, maintain, and report on for specific requests.