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Graham Robson

  • Total activity 294
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Activity overview

Latest activity by Graham Robson
  • Graham Robson created an article,

    Aggregating Workflows using Zendesk View

    All tickets managed with Flowset include a number of control fields that enable the use of native Zendesk Views to be configured to see an aggregated viewpoints. The following fields are automatica...

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  • Graham Robson created an article,

    Formset Patterns Overview

    Formset is essentially an ability to control the visibility of Zendesk Support fields by means of defining rules that state when they should be visible.  This is a powerful capability that enables ...

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  • Graham Robson created an article,

    Announcing Granular Mandatory Control

    We are delighted to announce an enhancement to the mandatory when visible capability on Formset (Conditionality) that now supports the ability to define this property on a per-rule basis. To recap,...

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  • Graham Robson created an article,

    Workflow Templates

    Workflow Templates are a way to speed up the development of new workflow definitions. They contain a pre-defined workflow diagram with activities and transitions for the process they represent. Ra...

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  • Graham Robson created an article,

    Deleting Workflows

    Only inactive workflow defintions can be deleted You cannot delete a workflow definition is another adminstrator owns a lock on it Deleting a workflow defintion permanently removes all associated ...

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  • Graham Robson created an article,

    Workflow Assistant - Change Handling

    A workflow definition may be changed whilst an exisiting ticket is running the earlier version. This may mean that the workflow assistant can no longer accurately report its position in the workflo...

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  • Graham Robson created an article,

    Renaming Stop Shapes

    Why give a name to a stop shape? When a running workflow comes to an end, this is effectively when you transition from an activity to the stop.  Normally this will be presented in the ticket sideba...

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  • Graham Robson created an article,

    Transition Types

    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 activ...

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  • Graham Robson created an article,

    Workflow Sub-processes

    Subprocesses are a mechanism for breaking down a high level logical activity into a "mini workflow" that whose more granular sequence activities of activities fulfills the purpose of its parent act...

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  • Graham Robson created an article,

    Workflow Parallel Activities

    A workflow can spawn parallel activities by creating separate (sub) tickets. These parallel tickets are often assigned to other agents so that multiple team members can progress the workflow effici...

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    • 1 follower
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