Ticket Workflow

The Feature Add-on allows one to easily define business workflow templates for common tasks. Workflow ‘task’ tickets can be dependent on any other task(s) in that workflow, giving a high level of control over the order in which tasks are completed. A task that is dependent on preceding tasks will not appear in the queue until the preceding tasks are closed.

Each task ticket within a workflow can be predefined using these fields:

• Queue
• Subject
• Body
• Owner
• Priority
• Attachments

Individual tasks can be made dependent on another corresponding task within a workflow. This dependence means that tickets will only be shown in a queue when the dependent preceding ticket has changed to the status ‘closed’.

An agent can start a workflow through an existing ticket. The content of the original ticket will then be copied to all task tickets. All agents will have a quick overview of their tasks in their personal dashboard widgets.

Distinctive criteria:

• No further workflows can be started within an existing workflow.
• A task can be dependent on another task within a workflow.
• Workflows can only be started in the agent interface