Transition Enactment Permissions

Edit transition enactment permissions

To edit the enactment permissions of a transition, double click the transition link and edit the enactment permissions from the properties panel.

• Double click transition link (1).
• Edit enactment permissions (2).

Transition enactment permissions are used to control which agents are able to perform the transition from the current activity to the next.  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 perform the transition if they belong to one of these groups.

When enactment permissions are configured using workflow roles, an agent will be able to perform the transition 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.

If the agent does not have the necessary permissions, then the transition will be disabled and marked in red.

The current activity may have different enactment permissions than the transition which could mean that the agent who completes the activity cannot then transition to the next activity.  A different agent with different (Role or Group related) permissions may need to perform the transition.  This can be used, for example, to allow the workflow to move into an escalation phase, but the ability to perform the escalation can be restricted by use of enactment permissions on the transition.

Edit enactment permission

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

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 perform the transition.  If there are no enactment permission groups selected, then any agent can perform the transition.

• Select groups whose members can perform the transition (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 perform the transition (4)