Activity Enactment Permissions

Edit activity enactment permissions

To edit the enactment permissions of an activity, double click the activity shape and edit the enactment permissions from the properties panel.

• Double click activity shape (1).
• Edit enactment permissions (2).

Enactment permissions can be defined against an activity to control which agents are able to perform the activity on the ticket.  Enactment permissions can be controlled by Group membership or using Workflow roles (workflow roles are only supported for Advanced models, not Standard models).  See Managing Workflow Roles for details of how to define workflow roles and assign them to agents.

When enactment permissions are configured using groups, an agent will be able to interact with the ticket if they belong to one of these groups.

When enactment permissions are configured using workflow roles, an agent will be able to interact with the ticket if they are assigned to one of these roles.

If both groups and workflow roles are used for enactment permissions then the agent needs to belong to one of the groups or be assigned to one of the workflow roles.

If the agent does not have the necessary permission, then the Flowset assistant app will be disabled and the agent will not be able to transition the ticket through this workflow.

Enactment permissions can be defined at the workflow and activity level.  If defined at both levels, then the permissions at the activity level override those at the workflow level.

Edit enactment permission

Double click the activity shape and then click the add (or edit if enactment permissions already exist) button to edit the permissions for the activity.

When editing enactment permissions for a Standard model or when no Workflow Roles have been defined, a modal is displayed showing a list of groups defined in Zendesk

Select each group whose members are allowed to enact this activity on a ticket.  If there are no enactment permission groups selected, then any agent can enact the activity.

• Select groups whose members can enact this activity (3).

When editing enactment permissions for an Advanced model when workflow roles have been defined, a modal is displayed showing lists of Roles and Groups.  It is recommended to use Roles as these give more flexibility to who is assigned the role.

• Select the roles (or groups) who can enact this activity (4)