Web Service Return to Workflow

Hi,

I have a workflow with a webservice that creates and assigns a ticket.  I treated it as if the workflow would continue from there.  But not so.  The rest of the tasks seem to be assigned to the newly created ticket.  How can I have the workflow pick back up?  Also, can the webservice step show when the ticket has been completed and continue with the flow as a task does?

Thanks,
Sheila

Asked by Sheila McBride on Tue 2/27/24 4:39 PM Last edited Tue 2/27/24 4:53 PM
Yes, here you go. - Sheila McBride Tue 2/27/24 4:54 PM
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Answers (2)

This answer has been marked as the accepted answer
Mark Sayers Wed 2/28/24 4:19 PM

Well, not directly, no. You'd have to add a field on your ticket forms (for the original ticket) or else use the status of the original ticket, to indicate that it is waiting on the other ticket, then have a loop in your workflow of Condition (to check the status or that custom attribute to be modified to the correct "finished" value), timer to wait X hours/day(s), and a web service step (which just acts like a "manual" step to keep the workflow from thinking this is an automated loop which it tries to prevent. The web service step would then route back to the Condition step.

You make the "not met" part of the Condition route to the timer and then web service step, but if the condition is met, then let the workflow move on to your task or whatever should come next.

*Then* on the new ticket, if you want it automated, you'd have to have it with a task and then a web service step that it can execute where the task stands for the work to be done by that other group, and the web service method PATCHes the original ticket to the right status value or custom attribute value.

**As a part of creating the second ticket though, you'd have to pass the original ticket's ID to a stand-alone field or custom attribute so you can reference it for the subsequent web service method that it will make to PATCH the original ticket when their work is done.**

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Mark Sayers Tue 2/27/24 4:50 PM

Can you supply a screen shot of how you've created your workflow so we can see the steps you have in it?

 

Sincerely,

Mark Sayers

Sr Support Consultant, CS

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Ok so you didn't configure any of the tasks at the end of the workflow to "Wait for Completion", so the workflow isn't waiting on them before it is being permitted to move on and be completed. - Mark Sayers Wed 2/28/24 11:52 AM
Well, it isn't waiting on them before it is moving on to the step where you review and close. Same for the tasks for whomever to pull data and attach to the ticket. - Mark Sayers Wed 2/28/24 11:54 AM
Hi Mark,

Actually, there is a task after the webservice ticket, Sheila Attach Results to Ticket, and it does have Wait for Completion checked. But you bring up a good point. Is there a way for the workflow to wait for the new ticket to be completed and submitted before going to the series of tasks for the team members? - Sheila McBride Wed 2/28/24 3:40 PM