Workflow Activation

Hello,

I am wondering how workflows are activated and assigned if you have conditions set. Are the workflows constantly looking for tickets as soon as they come in if they meet conditions to then assign a workflow, or is there a certain time frame before the workflow is assigned if it meets the conditions?

Thanks,

Miranda

workflow conditions

Asked by Miranda Bielecki on Tue 10/1/24 11:17 AM

Answers (2)

Mark Sayers Tue 10/1/24 11:26 AM

Hello Miranda,

If you mean in the context of an Automation Rule in your ticketing app: those would apply and assign the workflow instantly at the moment the ticket is submitted, if the ticket met the criteria of the automation rule.

Sincerely,
Mark Sayers
Sr Support Consultant, CS

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Hi Mark,

Thanks for your reply. What if we don't have an automation rule but just the condition in the workflow itself? I will attach an image for you to see what I am referring to.

Thanks,

Miranda - Miranda Bielecki Tue 10/1/24 11:42 AM

If you're expecting this workflow to be conditionally applied to tickets based on certain criteria, but you *don't* want it to be run on *all* of your tickets, then an Automation rule is where you need to set those conditions up. The workflow's conditions do not even get evaluated unless somehow you're applying the workflow to every single ticket you create (or at least, every single ticket that come in on a specific service in your service catalog). - Mark Sayers Tue 10/1/24 12:15 PM

Thanks for that. If we set a workflow condition to be prim resp group is one of Labs, would all tickets be evaluated immediately to see if they meet this condition upon ticket creation, or would it constantly be looking for tickets that have a prim resp group of Labs even if the initial prim resp group is something else? I am just wondering if that would work the way I described without using an automation rule. - Miranda Bielecki Tue 10/1/24 3:31 PM

Workflows only "work" automatically if you have some mechanism that is applying the workflow to your tickets upon creation. So, have you set up a service in your service catalog of the client portal so it applies your workflow to all tickets submitted via that service?

OR, have you configured an automation rule with condition criteria to look for specific kinds of tickets to apply that workflow to upon creation?

If the answer to both of these is "no", then your workflow would not be automatically applied to any tickets, so its Condition steps would never be evaluated anyway. - Mark Sayers Tue 10/1/24 3:48 PM

Miranda Bielecki Tue 10/1/24 11:43 AM

Mark,

Here is the image of the conditions I am referring to.

Thanks,

Miranda

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