Ticketing workflow flexibility

Hi Edgar,

I think your best course of action on this would be to create a series of automation rules to handle the different possibilities on requestor types. The automation rule would take care of assigning the ticket out primarily and applying any task templates or workflows. You could then have multiple workflows to take care of the multiple possibilities for a group needing to interact with the ticket. The type of requestor (ie the group the requestor is a part of or their request priority level) would help to determine which automation rule should take precedence and assign the proper workflow while notifying appropriate department heads.

Let me know if this helps.

Sincerely,
Mark Sayers
TD Support

Hi Mark,

As you might know there are several departments and each department supervisor will need to be the first approval in a work flow, then possibly the finance head, and then possibly the CIO. It is just an example of a possible work flow. Right nnow is way too limited and cannot create a form/template for automatic connection. I think will be great if I can speak to someone in regards, this. I will be available from 11:00 AM -12:00 PM today mountain time. Please advise.

Regards,

Edgar

Hi Edgar,

I am not totally sure this may be possible, however can you elaborate a bit on what part the requestor would have in this scenario as far as how it is determined which team to direct the ticket to?

Sincerely,
Mark Sayers
TD Support