What are workflows and how are they used?

The ticketing workflow is a tool that helps to replicate your external system's ticketing process. It offers flexibility and customization to your operations, including creating, updating, re-opening, and resolving tickets.

Features of the Ticketing Workflow

1. Custom Workflows: It gives you the ability to establish new workflows that are triggered based on specific conditions.
2. Default Workflows: The system provides predefined workflows for standard ticket actions, detailed as follows:
   • Create Ticket Workflow: This is the initial process that begins when a new ticket is created. It sets the stage for how the ticket will be managed and who will be the assigned personnel.
   • Query Ticket workflow :
   • Update Ticket Workflow: This process permits modifications to existing tickets, such as status changes.
   • Reopen Ticket Workflow: This is activated when a previously resolved or closed ticket needs to be reexamined. The procedure ensures the ticket receives proper attention for resolution.
   • Resolve Ticket Workflow: This workflow plans how the ticket is finalized and closed. It guides the process to ensure the issue has been properly dealt with, documented, and resolved.
3. Batch actions: batch multiple actions based on conditions and define default action that always needs to be triggered if a workflow is triggered.

Create workflows

You can create new workflows for the following action

1. Create ticket
2. Query ticket
3. Update ticket
4. Reopen ticket
5. Resolve ticket

→ Click on create new workflow and define

1. Display name - Name the workflow for future references
2. Select connector - Select the connector of the end system where the workflow will be triggered

→ Default condition action

1. Define the actions that can be triggered in case this workflow is triggered these are the different actions that are available for you to select

1. Generate ticket action
2. Submit form action
3. Fetch single ticket action
4. Fetch requester ticket action
5. Add comment action
6. Add worknote action
7. Upload attachments action
8. Update fields action
9. Update state action
10. Update assignment action
11. Resolve ticket action
12. Reopen ticket action
13. Generate ticket from existing ticket action
14. Submit form from existing ticket action
15. Raise exception action

→ Conditional actions

1. You can define a special set of actions which can be triggered based on the condition that is provided. If no condition is satisfied always the default set of action is triggered.
2. Select the set of actions for this condition.

Setup workflow triggering

Workflows triggering allows you to

1. Select default workflow to trigger in-case of Create/Update/Resolve/Reopen/Query actions if you want a custom workflow to be triggered in these cases.
   Enter these defaults for the above actions if you want Moveworks default behaviour

   Generate ticket : MW_DEFAULT_GENERATE_TICKET_WORKFLOW
   Query ticket : MW_DEFAULT_QUERY_TICKET_WORKFLOW
   Update ticket : MW_DEFAULT_UPDATE_TICKET_WORKFLOW
   Resolve ticket : MW_DEFAULT_RESOLVE_TICKET_WORKFLOW
   Reopen ticket : MW_DEFAULT_REOPEN_TICKET_WORKFLOW
   

2. Define condition and select the workflow to trigger. Enter the workflow name here from the workflows that were created. Use DSL to define condition.

3. Define workflows to trigger for different skills. Enter the DSL containing the skill name and select the workflows to trigger if these skills are triggered. There are various skills which can be defined in case of ticketing

   1. Access DL
   2. Access Software
   3. Access Account
   4. Channel Resolver

4. Select the default workflow

5. Define the condition in this box using DSL rule. Use this documentation for reference on how to write dsl rules.

6. Select the workflows to trigger. Enter the name for the workflow. These are the workflow names you have provided while creating new workflows