Getting started with Workflows

Introduction

PSA facilitates the automation of tickets using workflows. Settings defined in workflows are used to determine when and how a workflow run on tickets coming from the parser. 

Features

  • Workflows can be set to run on all incoming tickets from the parser.
  • Workflows can be cloned to ease creating multiple workflows.
  • Ticket Audit logs capture the details of workflows that were run against a ticket. 
    • Ticket > More > Audits > Workflow Log
  • Workflows can also be triggered by API activities on a ticket. 
    •  Import APIs are mostly for Historical data/tickets and by design don't trigger workflows.

Setup

  • Workflows are created under Admin > Business Process > Workflows.
  • For a workflow to successfully run against a ticket it needs to meet the following:
    1. Triggers - A ticket has to first meet the trigger conditions that are defined.
    2. Conditions - If a trigger is met, workflow then checks logic for ticket conditions.
  • Once the logic is met, the workflow looks for updates to perform the update action. 
  • Emails will be sent based on selected options in Notifications.
  • Triggers help you automate a task like ticket notifications, ticket assignments.

Automation Cycle

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Setup Automation
User creates a trigger
  1. Check for conditions within a trigger.
  2. Proceeds to validate settings in the Conditions tab. 
User defines conditions
  1. Check for the defined conditions on a ticket
  2. Actions the updates and notifications as defined
 

 

TRIGGERS

Workflow automation is processed first by a trigger and then based on the condition..

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In PSA triggers are classified based on three types. Action, Type, and Time. 

Action Action performed on a ticket
Type Type of activity performed on a ticket
Time Time dependant activities on a ticket.

 

  1. Action-based triggers are: 
    • Created By - A new ticket is created in PSA.
    • Updated By - An update is a change of status, change of primary assignee or queue, change of priority, change of ticket type.
    • Activity Added by - An activity is added to a ticket.
  2. Activity-based triggers: 
    • Activity is the addition of time entry, a note, or expense on a ticket.
  3. These action types have the following action owner options:
    • Anyone: Any user part of the records in PSA.
    • Employees: Any user part of HR > Employees in PSA.
    • Clients: Any user listed as Client in  CRM> Accounts 
    • Anyone Except Employees: Any user in PSA and not part of HR > Employees.
    • Unknown: An email address that has no record in PSA. 
      • This is mainly used when tickets are created or notes are added by an unknown email address
  4. Time-dependent triggers: 
    • Time-based conditions can be set based on hours or minutes.
    • Idle For - The tickets sit idle with no activities or no time entries for hours or minutes.
    • Due In - The ticket has a due date on it and that date is approaching, in hours or minutes
    • Overdue By - The due date has passed, in hours or minutes.
    • SLA First Response Due In - Specifies when an SLA first response due, in hours or minutes.
    • SLA First Response Overdue By - Specifies when an SLA first Response time is overdue
    • SLA Resolution Due In - Specifies when an SLA resolution is due, in hours or minutes.
    • SLA Resolution Overdue By - Specifies when an SLA resolution is past due and sends an alert, in hours or minutes.
      • For the SLA dependant triggers, The tickets should be associated with an SLA

Time-dependent triggers cannot have any Action-based triggers in the same workflow. 

Sections

Conditions 

A ticket created should meet the conditions that are set in these tabs. Each condition provides a set of comparison operators. Comparison operators can include: In, Not In, Changed, Changed From, Changed To, Is Empty, Is Not Empty, Like, Not Like, Greater Than, Less Than, Greater or equal, Less or equal, Between.

Conditions Tickets Accounts Contact Assets Custom Fields
Conditions are set on Tickets, Accounts,  Contact, Assets, and Custom fields.  

Updates

Once a workflow is triggered it can be set to update the following on a ticket. An action to perform on a ticket can be defined here. 

Updates Fields 
An action to perform on a ticket can be defined here. Fields tab list the ticket fields available to be updated.

Notifications

Specify who will get notified when a workflow runs. The operators are Yes or No radio buttons.

Notifications Resources  Client  Notification Template  
Type of resources you can notify are detailed in these tabs.

Agent Procedures

Agent procedures Options 
You can Run RMM agent procedures from BMS workflows. The results will be saved in the ticket activity.
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