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Building a workflow

↩ Tasks & Workflows

A workflow automates a sequence of steps — get an approval, create a task, send a notification — triggered manually or when a ticket is raised. Workflows are an optional module; enable it under Settings → Modules.

The workflows page

Select Workflows in the sidebar. It has two tabs:

Workflows — your workflow definitions.
Runs — each time a workflow has run, with its state (Running, Waiting approval, Completed, Rejected, Cancelled, or Failed).

Creating a workflow

Select New workflow.
Give it a name and optional description.
Choose a trigger:
- Manual — you start it yourself.
- When a ticket is created — pick a category; it fires for tickets in that category or any sub-category.
Add steps in order:
- Approval — request a decision from an approver.
- Create task — raise a task for someone.
- Notify — send a message to chosen recipients.
Configure each step (approver/assignee/recipients, titles, messages, priority, due dates), then save.

Using context

Steps can include placeholders that fill in from the workflow's context. A ticket-triggered workflow can use values like the ticket number, subject, priority, category, and requestor. For a manual workflow, you enter the context values when you start it.

Running a workflow

Manual workflows have a Start button — you supply any context values, then it runs.
Ticket-triggered workflows run on their own when a matching ticket arrives.

Follow progress on the Runs tab — see Approvals for how approval steps work and how to read a run's timeline.

Notes & tips

Start simple: an Approval → Create task pair covers many "request and action" processes.
Deactivate a workflow (rather than deleting it) to pause it while keeping its history.