A workflow is an automated or partially automated business process that specifies the sequence of tasks that must be performed to resolve a ticket.
Two workflow solutions are supported for issues:
Your administrator can configure issue categories to use either type of workflow. When an issue ticket is assigned to a category with an associated workflow, a series of tasks appear on the ticket's Workflow Tasks tab.
Some workflow tasks may be optional, which allows you to delete them from the task list.
You must complete all mandatory workflow tasks before you can close the ticket. The only exception is that if the ticket status is set to Cancelled, the workflow process terminates automatically.
If a ticket is removed from a category with an attached workflow, or assigned to a different category, the workflow process terminates automatically. If the new category has an attached workflow, its process starts automatically.
| Copyright © 2013 CA.
|
Tell Technical Publications how we can improve this information |