Transitions a represented in a process diagram as the links that join one activity to the next. Normally, the workflow on a ticket will be manually transitioned by the agent when the current activity is completed and the transition to the next activity is chosen.
Flowset supports a number of automatic transitions which will occur under special circumstances. These automatic transitions types are:
Pending Reopen - when a ticket in pending status is reopened as a result of the ticket requester adding a response (comment) to the ticket.
Solve Reopen - when a ticket in solved status is reopened as a result of the ticket requester adding a further response (comment) to the ticket.
Auto Transition 1-3 - when the workflow transitions automatically in response to the ticket being marked in a specific way (usually by an external tool through the REST API).
You can build in to your Workflow design how it should respond when any of these automatic transitions occur on the ticket.
- Pending Reopen (1).
- Solve Reopen (2).
To define an automated transition, draw a transition as normal and then edit the transition details by double clicking the transition link. The default value for Auto Transition Type is 'Manual Transition', change it to one of the other values as needed.
Note: You cannot have more than one transition of the same type between two shapes on a diagram. Therefore, if you need to have an automatic and manual transition between the same two shapes, you will need to create the automatic transition first and then add the manual one. If you create the manual one first, you will not be able to add another one (until you change it's type to automatic).
External control of the workflow
There may be times when the work that needs to occur to complete an activity, happens outside of Zendesk. For example, an engineering bug tracking system. You may wish the process to move to an activity where it is waiting for this external system to do what it needs to and then the workflow can move on depending on the outcome of the external tool. For this purpose, there are 3 Auto Transition types (1-3) and part of the workflow definition is to define what should happen when any of these 3 auto transitions are triggered (by the external tool).
- Awaiting External Tool (3).
In the workflow above, after the initial assessment, the workflow moves to an activity where it is awaiting engineering feedback. Notice that there are no manual transitions from this activity, instead, there are 2 automatic transitions defined (1 & 2). Auto Transition 1 will move to an activity whereby we propose the change be implemented. Auto Transition 2 will move to an activity whereby we reject the change.
These automatic transitions are triggered when the ticket is updated and following tags are added
|Auto Transition 1
|Auto Transition 2
|Auto Transition 3
When these tags are added to the ticket (by whatever means provided the ticket is not solved), a trigger calls the Flowset server to process any appropriate Auto Transition defined for the current activity. The tag will be removed from the ticket automatically. If there is a matching Auto Transition defined, the workflow will transition. If no Auto Transition is defined, nothing will happen. In the above example, if the tags 'flowset:external_custom1' is added when the workflow is on activity Initial Assessment, nothing will happen. If it occurs when on activity 'Await Engineering Assessment', then it will transition to 'Propose Change'.