Workflow Selecting Next Activities

Selecting a next activity and pressing the ticket submit button progresses the workflow to its next stage.

Visualization in the Workflow Assistant

Next activities appear towards the bottom of the workflow assistant, but only when the current activity is complete


The transition to the Next Activity may have a more detailed description. To read this hover over the Next Activity Name :




Next activities look and behave similar to standard radio buttons. To select a next activity the agent clicks inside its circle icon. Selections are mutually exclusive. Any current selection is removed before a new one is applied.

Input Requirements

Selecting an activity can place the User Interface into a mode where the following might be required :

  1. A transition comment - possibly initially filled out with a template value
  2. Group Assignment - required by group restrictions enforced on the Next Activity

In the following example the selected Next Activity transition specifies both of these


After the selection the user interface changes :


A default value will likely have been selected that satisfies the group restrictions of the next activity, but the agent should review the alternative possible options and choose the most appropriate.

Similarly the comment may need editing manually to fill out suggested placeholders in the template value, or if no initial value has been inserted, a comment should be written from scratch.


Next Activity Availability

To the left of each Next Activity is a colored status tab

    Available.png- a green tab indicates the Next Activity is available for selection

    Unavailable.png- a grey tab indicates the Next Activity is unavailable for selection 

    Denied.png- a red tab indicates the Next Activity is inaccessible (because of permission restrictions)

In the above examples all the Next Activities were available and had green tabs


Unavailable Next Activity


In the above example the transition condition is not currently being met. The agent can use the "Show Fields" button inside the Next Activity tongue to highlight just those fields involved in its transition condition, "Emergency or Minor". (The button behavior is identical to "Show Fields" for completing the current activity.)


The agent can change the value to satisfy the transition condition.


Denied Next Activity

 If there are enactment permissions defined on a transition that the current agent does not satisfy, eg group membership, its Next Activity will be permanently unavailable for selection.



To access more details of the restriction, hover over the radio button area just to the right of the red tab :




Was this article helpful?
0 out of 0 found this helpful



Please sign in to leave a comment.