Workflow Options

Edit Workflow options

To edit workflow options, double click the process shape and edit the workflow options from the properties panel.

• Double click process shape (1).
• Edit workflow options (2).

The configurable workflow options are 

Status Controlled Process

When this workflow runs on a ticket, it will take control of the status of the ticket.  In general the completion of the workflow will correspond to the ticket being solved.  Hence, whilst the workflow is running, solved will not be available as a status to select.  When the workflow completes (i.e. you complete the final activity), the ticket will automatically be submitted as solved.

You will prevented from starting a status controlled process on a ticket that is solved.  The assumption is that a status controlled process will manage a ticket from new or open status through a series of activities to ultimately solve the ticket.  If the ticket is already solved then such a process cannot be applied to the ticket.

Auto Assign On Solve

This option is available for status controlled processes and will be hidden in the properties panel if the workflow is not status controlled.  Choosing this option means that when a status controlled process completes on a ticket, the current agent will be assigned to the ticket if there is currently no assignee.

Mark Blocked Activities

If the workflow is defined to split off parallel tickets, then there may come a point when it is not possible to transition to the next activity until one or more parallel ticket are completed.  These parallel tickets are blocking the parent ticket workflow from proceeding.  Selecting this option will cause such blocked tickets to be marked (a custom drop down field [Flowset] Activity Block).  The field will be given one of 3 values

• Not Blocked - the workflow is not blocked
• Partially Blocked - some, but not all transitions are blocked by parallel tickets
• Blocked - all transitions are blocked by parallel tickets

Notify Assignee When Activities Are Unblocked

This option is available if mark blocked activities is selected and will be hidden in the properties panel if mark blocked activities is disabled.  Choosing this option means that when a ticket which has been blocked becomes unblocked, an email notification will be sent to the ticket assignee to let them know the workflow can proceed on the ticket.

Persist Activity Task Data

Task data is collected during the processing of an activity.  This task data can be used to control further task data that should be captured and to control which transitions are available when the activity is completed.  When the activity completes, some or all of the collected task field values can be added to the ticket as part of a comment, but once the activity is finished, this task data is deleted.

Enabling the 'Persist Activity Task Data' option means that the task data collected during each activity is persisted; so at any point in the workflow a ticket comment can be added to show all the data collected by the workflow so far.  A typical use is to show the entire set of task data as a comment when finishing the workflow.

See Transition Comments for details of how to use this persisted data.