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This article outlines the 11 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
Sends a notification to one or more approvers and waits for them to decide how the workflow should proceed. The approver can approve or reject the step, which can branch the workflow into two paths. If approved, it could go down path A; if rejected, it follows path B.
- Branch Step
Allows administrators to more easily manage branches in workflows with multiple paths. Different steps can then branch into separate paths, allowing tasks and other activities to run in parallel rather than in sequence.
- Choice Step
Presents a user or group with multiple choices in order to progress through a workflow.
- Collector Step
Joins several paths of a workflow (typically created via a Branch step) and waits for ALL of the paths preceding it to complete.
- Condition Step
Automatically routes a ticket one way or another based on the ticket’s values.
- Notification Step
Automatically sends a notification to one or more recipients.
- Task Step
Adds a ticket task to the ticket with the settings defined in the workflow.
- TeamDynamix iPaas Step
Enables organizations with configured iPaaS flows integrate a ticketing workflow directly with flows built in the TeamDynamix iPaaS product.
- Timer Step
Creates a waiting period. The workflow will pause until the designated time has elapsed. When it expires, it will move on to the next step.
- Update Ticket Step
Automatically applies changes to the ticket the workflow is running on — such as updating its status or responsibility, adding a comment and notification, or setting custom attributes — before the workflow moves to the next step.
- Web Service Step
Allows organizations to automate processes by calling an external RESTful web service.
For information on how to tie all of these steps together in a workflow, see the Configuring Ticket Workflows article.