Graham
Articles
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Workflow Configuration Validation
This is somewhat different to Process Diagram Validation. Process diagram validation is concerned with checking that the structure of the diagram is correct. For example, there is a start and a s...
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Workflow Selecting Next Activities
Selecting a next activity and pressing the ticket submit button progresses the workflow to its next stage. Visualization in the Workflow Assistant Next activities appear towards the bottom of the w...
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Workflow Macro Concepts
Flowset Accelerators are the equivalent to Zendesk Macros, they are named differently to avoid confusion as Accelerators are wholly defined within the Flowset configuration, they are not reused Zen...
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Define the Scope of the SLA Measurements
1. Click on the Performset icon (1). 2. Select the Configure tab (2). 3. Select the Global page (3). Once the events to be measured have been modelled it is necessary to determine which tick...
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Configuring Warning and Violation Notifications - (Events Tab) (Performset)
The following are instructions for the use of the Events tab to configure notifications to be sent when there is a warning of an impending breach or when the target for completion of an event is ...
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Measuring Time for a Custom Concept using a set of Custom Field Option Values
Using the Performset extension module it is possible to measure the number of business hours a ticket spends while each of the option values for a specified custom ticket field drop-down is set. ...
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Working in Destination Board (Tickets) Mode
Working in Destination Board (Tickets) Mode Select the SLA-M Tickets mode (1) to present a more traditional Zendesk style view of all tickets that have one of more outstanding events waiting ...
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Workflow Assistant - Change Handling
A workflow definition may be changed whilst an existing ticket is running the earlier version. This may mean that the workflow assistant can no longer accurately report its position in the workflow...
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Workflow Zendesk Integration
Workflow Activity Field Every published workflow has a custom dropdown ticket field generated whose values represent each of the activities in the workflow. There is a drop down value in the field...
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Configure SLA Metrics/Event Behaviour (Performset)
Once all events have been identified and modelled it will be possible to configure certain behaviour and rules for each event (see Refine the Behaviour of Events...). For example: For some eve...
