Optional Activity Fields (Standard Only)

Edit optional activity fields

To edit optional activity fields, double click the activity shape and edit the optional activity fields from the properties panel.


  • Double click activity shape (1).
  • Edit optional activity fields (2).


An activity can have completion conditions defined, which must be satisfied for the activity to complete and the workflow to move on to the next activity.  Typically, completion conditions will require the agent to populate certain system or custom ticket fields.  In addition to the mandatory fields involved in the completion conditions, you can define optional fields that the agent may wish to populate with extra useful information, but are not mandatory to complete the activity.

Double click the activity shape and then click the add (or edit if optional activity fields already exist) button to edit the optional activity fields.  A modal will display a list of the custom ticket fields from which the optional fields may be selected.


  • Select optional fields (3).


Runtime assistant

When a workflow is running on a ticket and the current activity has completion conditions defined, the workflow assistant can help you by showing only those fields that are involved in the completion conditions, as well as optional fields (as described here) and read-only activity fields.  This makes it easier to concentrate on the information that needs to be supplied in order to proceed with the workflow.

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