Disabling Ticket Fields (for Advanced)

• Workflows can be configured to reference Zendesk ticket fields.
  
• Activities have their own representation for Zendesk Ticket Fields inside the Workflow Assistant.
  
• Corresponding ticket fields in the Zendesk Agent Interface are disabled.
  
• Activity fields may be disabled for the current activity only, or across all workflow activities.
• Additional fields designed to control its execution are disabled for the lifetime of the workflow.
• Once a workflow is complete, all referenced Zendesk ticket fields are re-enabled.
  

Options

A workflow definitions can reference Zendesk Ticket fields in order to :

1. capture or display information for an activity. *
2. manage its process state and/or help with its execution. **
3. permanently restrict access to ticket fields that could interfere with the workflow. **

*   see Activity Task Modelling (Advanced Option Choice)

**  see Process State, Helper and Control Fields (for Advanced)

Activity Ticket Fields

Any ticket fields that are designed to be visible inside an activity task will have their own representation inside the workflow assistant. And the corresponding ticket field in the agent interface will be disabled.

Current Activity Only

In the following example the workflow has been configured to disable fields for the current activity only. The first activity, "Issue Offer", requires the agent to fill out the "Candidate Name" ticket field.  The next activity, "Confirm Start", will require the user to complete the "Confirmed Start Date" ticket field. These are the only two ticket fields used by the workflow (for now).

1. Only "Candidate Name" is used by the current activity.
2. Only "Candidate Name" is disabled in the agent interface.

We now transition to the "Confirm Start" activity ....

1. Candidate Name is now stored against the ticket.
2. Only "Confirmed Start Date" is used by the new current activity.
3. Only "Confirmed Start Date" is disabled in the agent interface.

Across All Workflow Activities

In this example, the same workflow has now been configured to disable the ticket fields referenced by all its activities, for the lifetime of the workflow. i.e. ("Candidate Name" & "Confirmed Start Date")

1. Only "Candidate Name" is used by the current activity.
2. But all ticket fields referenced by all activities in the workflow have been disabled.

When we transition to the "Confirm Start" activity ...

1. The value for "Candidate Name" entered in the previous activity has been set against the ticket.
2. Only "Confirmed Start Date" is used by the new current activity.
3. All ticket fields referenced by all activities in the workflow continue to be disabled.

Process State, Helper Fields and Controlled Fields

These types of field are always disabled for the lifetime of the workflow.

In the final example, the same "Onboarding" workflow has been modified to use :

1. "Process State" as the workflow Process State field.
2. "Next Review" as a Helper field.
3. "Back Office Info" as an additional Controlled field.

(activity fields are still disabled across the entire workflow)

1. The ticket fields referenced by all activities in the workflow are disabled.
2. The process state field is disabled.
3. All helper fields are disabled (there is only one field in this example).
4. All controlled fields are disabled (there is only one in this example).

This same set of ticket fields will continue to be disabled for as long as the workflow is active on the ticket.