Workflow Transitioning

Workflows consists of sequences of activities. Transitioning is the act of moving from one completed activity to the start of the next activity. After completing the final activity, a special transition  completes the workflow.

Visualisation in the Workflow Assistant

Transition Selection

Before a transition to a following activity can occur, transition selection needs to be made :


WT Selected.png

  1. By default the name of a transition is the name of its next onward activity, but the workflow can specify its own name to reflect different routes to the same activity. Here the transition is called "Return to Requester" but, as we will see below, the next activity is actually called "Change Definition"
  2. When possible, the label on the Submit button is updated to indicate what will happen when you submit the ticket.  The Submit button label cannot be changed when you are using Zendesk Custom Status.

After selecting a transition, the workflow may require some preliminary actions to be performed before submission, eg

  • adding a comment
  • selecting a group

For full details see Workflow Selecting Next Activities


Initiating the Transition

The selected transition is initiated by submitting the ticket. At this point the workflow assistant will enter a busy state whist the transition occurs :


  • Workflow Assistant shows busy whilst the ticket is transitioning as part of the submit (1).

Transitioning can take a few seconds depending on the complexity of the workflow. A successful transition then notifies the Workflow Assistant to redisplay itself on the new activity.


WT transitioned.png


The "Return to Requester" transition has completed and the current activity is now "Change Definition".


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