Ticket Workflows vs. Ticket Task Templates

I am trying to determine what workflows will gain me over ticket task templates. Based on what I know now, I can use either method:

1) I can associate a workflow to a service.
2) When a ticket is created, people who are responsible for the workflow steps work them.
3) A person determines if the workflow process is complete. If so, they resolve the ticket.

1) Ticket task templates (where the tasks can have predecessors - a sort-of workflow) can be added to the ticket.
2) People who are responsible for the ticket tasks work them in the order determined by the template.
3) The last step for a person working on a task is to determine if any tasks remain. If there are none, they resolve the ticket.

Workflows are new to me and I may have gotten some of the facts wrong above. It seems that workflows are pretty manual. It may be that workflows is a newer feature that will be made more robust over time or that I am misunderstanding. What does workflows get me? (I have seen the video at https://solutions.teamdynamix.com/TDClient/KB/ArticleDet?ID=39803.) Some ideas that would be definitely help me are below. Is the product heading in this direction? Is some of this available now? Or should I stick with ticket task templates?

a) Workflow accesses TDX form fields, performs logic on them, and does TDX things as a result within a workflow step. Example: The "I want a computer" checkbox on the form is checked, a workflow step can see that on the ticket and automatically adds a ticket task template to the ticket.
b) Workflow steps are involved when something has happened in TDX. Example: A person is loaded into TDX so start the onboarding workflow step on the ticket for that person.
c) Through web services, a workflow step sends information to an outside system where that system can do things automatically and a success or failure is sent back to TDX to close out the workflow step if successful or somehow document that it failed. Example: A person in a department (both fields are on the request form) automatically gets an office phone number assigned.
d) In addition to "c", maybe a value could be returned where it can be used in the workflow. Example: The office phone number is used in the next workflow step of sending a message to the person using a notification template that embeds the phone number that was just assigned.
d) Absolute dates/times can be used in the timer workflow step. Example: We want to kick off the workflow step tomorrow at 3 a.m. after an overnight run of a process.
e) Even better, an external event triggers a workflow step to proceed.  Example: We want to kick off the workflow step when an overnight run of a process informs TDX that it is done.

It would be nice if tasks could automatically be done within and outside of TDX. The aforementioned video said that web services, which might already allow for these types of things, are discussed in another TDX Academy video but I can't find it. If web services already allows for these types of things, then we are good to go - except that I have to learn about them first!

Tags ticket ticket-workflows request-workflows ticket-tasks web-services
Asked by Greg Van De Mark on Wed 12/13/17 12:31 PM
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Answer (1)

This answer has been marked as the accepted answer
Mark Sayers Wed 12/13/17 1:55 PM Last edited Mon 1/11/21 9:26 AM

Hi Greg,

I just wanted to provide some KB content for you to review regarding ticketing workflows:

https://solutions.teamdynamix.com/TDClient/KB/?CategoryID=4179 and https://solutions.teamdynamix.com/TDClient/KB/?CategoryID=1389

These are a couple of categories we have relating to using ticketing workflows. They might prove helpful in answering some of your questions if you have not already seen the articles in each category.

Mark Sayers
TD Support

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