Configuring Workflow Role Assignments

Workflow roles can be used to control which agents are able to perform activities or transitions and to ensure that task flows can be tailored to the role of the agent dealing with them. 

Workflow definitions control permissions and behavior by referring to Workflow Roles.  Agents who are assigned to these Workflow Roles will be granted the permissions or see the desired behavior.  Agents can be assigned to Workflow Roles using role assignments.

From the Flowset Configurator, select the 'Roles' button (1) at the top of the page.  Select the Assignments tab (2) which will show the currently defined workflow roles assignment rules (3).

Workflow Role assignments are managed using assignment Rules.  These rules are arranged in groups to make them easier to manage.

Each rule will identify one or more Workflow Roles and then define how these roles are mapped to the agents in the Zendesk account.

Workflow Roles can be mapped to agents

• Directly - you can select from a list of the agents in the Zendesk
• Via Group Membership - you can select groups.  Any member of these groups will be assigned to the workflow role
• Via Zendesk Custom Roles - Any agent assigned to the Zendesk Custom Role(s) will be assigned to the workflow role.
• A combination of any of these.

Above we see an assignment rule selected (1).  The middle column lists the workflow roles that have been defined and shows those that are selected for this rule (2).  In the right hand column we see collapsible sections with the agents, groups and Zendesk roles defined.  Here we see the groups that have been assigned to the role (3).

The 'Analysts' rule shown above has assigned the 'Analyst' workflow role to any agents that are members of 'Level 1', 'Level 2' or 'Level 3' groups.

Add Rule Group

To add a new Rule Group click the (+) icon at the top of the left hand column (1).

The new rule group is created at the bottom of the left hand column (2).  Click on the name to change it as desired (3).

Delete Rule Group

To delete a rule group, click on the (-) icon at the right hand end of the group header.  If you delete a rule group, all rules defined in the group are also deleted.

You will be prompted to confirm the deletion of the group.

Click Delete to delete the group, otherwise click Cancel.

Add Rule

Assignment rules must belong to a group.  When you have created a group, click the (+) icon at the right hand end of the group header to add a rule to the group. 

A new rule is added at the end of the group.  Click on the name to change it as desired.  Initially there are no workflow roles selected and no assignments.

Delete Rule

To delete an assignment rule, click the (-) icon at the right hand end of the rule bar.

Edit Rule

Once created, you can edit assignment rules including the rule name, mapped workflow roles and assignments.

Edit Rule Name

To edit the rule name, click on the name.  The name will be presented in an editable text box.

Once you have finished changing the name, click outside the text box and the change will be committed.

Reorder Rules

If you have a lot of rules, you may wish to reorder them to make it easier to find rules.  You may also wish to move a rule from one group to another.  To reorder rules, simply click on the rule and drag and drop it to the desired location.  To move a rule into a different group, click on the rule you want to move and drop it into a different group.

Edit Mapped Workflow Roles

To edit the mapped workflow roles associated with a rule, you need to select the rule.  Select the rule by clicking on the black circle to the left of the rule name.

Click on the black circle to the left of each workflow role you wish to map in the rule.  Selected workflow roles are shown with a dark red tick.

To deselect a workflow role, click the red tick.

Edit Assignments

To edit the assignments associated with a rule, you need to select the rule.  Select the rule by clicking on the black circle to the left of the rule name.

The rule can assign the selected workflow roles (in the middle column) either directly to named agents, to groups or to Zendesk roles.  When assigned via Groups, any member of a selected group will be assigned the selected workflow roles.  When assigned via Zendesk roles, any agent with the selected Zendesk role(s) will be assigned the selected workflow roles.

The 3 sections (Agents, Groups & Zendesk Roles) will be collapsed if they contain no selections.  If they contain selections then they will be expanded and the selected agent, group or Zendesk role will be moved to the top of the list.  The number in brackets in the section header indicates how many values are selected in that section.

To assign the workflow roles, expand the desired section (click the (^) icon at the left) and then select each agent, group or Zendesk role to be assigned.  Select by clicking the black circle to the left of the agent, group or Zendesk role name.  Each selected value will be marked with a green tick.  To deselect, click the green tick again.

In the example above the Engineering Managers rule has assigned the Development Manager and Testing Manager workflow roles to any agents who are members of the Level 2 group or who have the Zendesk Custom Role Team Leader.

Assigning Agents

When assigning agents, the interface may differ depending on how many agents are in your Zendesk.  If the total number of agents (this will include admins but not light agents or chat agents) is less than 50, the interface will list this agents.  Select the agents by clicking the black circle to the left of the name.

When there are more than 50 agents in your Zendesk account, the interface will change to show an input field into which you can type the name of the agent you wish to assign.  It will also list any agents that are already assigned by this rule.

Above we see the search field and Agent 2 is already assigned.  To remove an assigned agent, click the green tick to the left of their name.

To add a new agent, start typing their name into the search box (1).  The configurator will search for any agents that match what has been typed (2) and present them to you.  Click the black circle to the left of any agent names you wish to select.

Any agents you select are moved into the list below the search results.  Click the cross icon at the end of the search box to end the search.

Saving Changes

All changes made to Roles and Assignments are managed locally and are not committed until you Save these changes.  When changes have been made, the Save button will be highlighted to indicate there are uncommitted changes.

Click the Save button to commit your changes.  If you wish to discard changes made so far, click the Cancel button.

When editing workflow definitions, you will only be able to refer to Roles that have been Saved.  When running a workflow on a ticket, role assignments will use only those that have been saved.  Any in progress changes will not be visible to the Workflow definitions or runtime.