Console users with the security role of System Admin are able to create workflows for top-level request types and sub-level request types in the console. We've upgraded workflows 1.0. to workflows 2.0. to introduce the ability to create workflows, minimize the number of workflows (if applicable), and to support request types that have multiple boundaries associated with them.
Learn How To Create a Workflow:
Step 1. Go to the console settings by clicking on the Gear Icon. Locate and click on Workflows which is located on the bottom left. Once you are in the Workflows page, locate and click on the + Create Workflow button.
Step 2. Enter the name of the Workflow and a Description. Next, click on the Create button to create the workflow.
Step 3. For section Workflow Conditions, add a request type or request types and add the boundary that you'd like associated with the request type or request types.
Step 4. For section Workflow Events, add the events you'd like to trigger when the request type or request types you have associated with the workflow are selected by a citizen and/or console user to report an issue. Similar to workflow 1.0., you are able to set an Assigned User, include email addresses that should receive notifications when service requests are submitted, associated a canned response, and set the privacy setting of a request type or request types. In addition, you are able to set a new property which will allow for service requests that enter the system to have a specific status like In Process, Referred To Dept, etc. To set the privacy setting of a request type and have a request type dictate what status service requests should change to once the requests enter the system, you will need to Set a Property as shown below.
Step 5. Review the set up of the workflow and click the Update button to for the workflow to be in action.
Summary of the example highlighted in this article:
When an Abandoned Vehicle service request is submitted only in the City of Milwaukee, WI, the following will occur:
- Assigned User Jason Kiesel will get notified via email of the service request.
- Email Address email@example.com will get notified via email of the service request.
- Canned Response Vehicle SLA will get sent to the citizen who submitted the service request.
- The privacy will automatically be set to 'Private'.
- The status will automatically be updated to 'Referred To Dept'.
To edit workflow events, simply click on the Pencil/Edit icon.