Viewing in the Ticket List
Requests with workflows associated can be quickly identified in the Ticket List by the workflow icon next to its request number.
Requests that are steps in a workflow, have a numeric suffix added to the request number. Steps also share the same request number to the initial request. For instance if the initial request with a workflow is REQ0001234, then steps will be REQ0001234.01, REQ0001234.02, REQ0001234.03 …
Initial Request
When a workflow is added, the initial request will show the ticket owner all the steps and how the workflow is progressing. The owner of this ticket can take actions on this ticket and the workflow associated, those actions are:
Edit Steps
The initial request owner can make edits to the initial request as well as the In Progress steps of a workflow.
Place the workflow On Hold
Placing the initial request On Hold will place any In Progress tickets On Hold as well. When the ticket is resumed the steps will also resume and become available to fulfill in the ticket list for assignment groups.
Reopen previously completed steps
When a workflow has a step type that requires an approval and the approver rejects the step, this action puts any In Progress steps On Hold. The owner of the initial request can review the rejection reason and determine if a previous step needs to be reopened to allow for an approval.
When a step is reopened, all downstream steps that were opened will have a message that the request has been reopened and the reason. This will help inform the fulfiller why they may be seeing something again and what action needs to be taken if any. This additional instruction will appear in the Additional instruction section on the Step Task tab.
Complete the workflow
When all the steps in a workflow have been completed the initial request owner can mark this workflow request as completed. The owner can also complete a ticket before the workflow has finished with a completion reason such as created in error or withdrawn.
Workflow Steps
Aside from the suffix added to the REQ number, steps in a workflow will appear as normal tickets in the ticket list. Only steps that have been triggered will appear ready for resolution.
After defining a Service Catalog (with Catalog items) for this customer, you can now choose catalog items for all new service request.
Step Requests
Requests that are part of a workflow will have an additional tab on the typical Ticket screen. The Step Task tab may contain additional content for the fulfiller to review, input data or upload files to complete the task requested. It may also contain shared information such as information input on a previous step in the workflow.
In the case of an approval step, one or more approvers will be able to select to approve a step or reject it. If a step is rejected, a rejection reason must be entered.
SLAs
Since catalog items and the steps of a workflow are essentially service request tickets inside of Startly, any project related SLAs will run as they would on a standard incident or service request.