This article provides basic information about ticket workflows and what they can and cannot do.
Detailed Information
What is a workflow?
A workflow is a (branchable) sequence of assignable tasks, actions, and approvals. Put another way a workflow is a way to guide work on a ticket. A workflow is not a way to automate the work in a ticket.
What can it do
- Can create tasks for others
- Can do basic branching based on field values in ticket
- Can ask questions and branch based on answer
- Can send notifications (as email) to predefined recipients or ticket roles
- Can request approvals and branch based on the outcome
- Can pause for a pre specified amount of time before continuing
What can't it do
- Cannot spawn new tickets
- Cannot change status of ticket (except resolution at end)
- Cannot do matching on partial strings
- Cannot cannot change ticket classification on the fly
- Cannot (in most cases) pull data from other TDX applications other than tickets and service and act on it
Environment
- Teamdynamix UMS:IT Ticketing