Learn by example

This page provides some basic examples for Core Workflows. Of course you can build much more complex workflows if needed.

To learn about Core Workflows in detail, first go to How do they work?.

All following workflows have the same base configurations. The workflow may not use them all.

• Groups

  • Sales

  • Support

  • 2nd Level

• Attributes

  • Category (Single tree selection field, not mandatory, agents only)

  • Approved (Boolean field, not mandatory, not shown, false as default)

  • Operating System (Text field, not mandatory, not shown)

  • Software used (Single selection field, not mandatory, not shown)

1. Group specific values and fields

   This workflow set depends on the category field. It reduces the available set of values based on the group selected.

   Workflow 2nd Level groupWorkflow Support groupWorkflow Sales group

   This reduces the category options to 2nd Level/*, Internal/* and Others. It also sets further required fields to mandatory and visible.

   

   The Result

   This is what the agent would experience with the above workflows in place.

   

2. Approval process

   In this case approved is visible to agents by default. For this workflow, an additional role Approval person is required (no further permissions).

   

   Tip

   This workflow may work best in combination with a trigger but technically, this is not required.

   Select fields may be a better approach because they allow more values than just a simple true or false.

   The result

   

3. State dependent mandatory fields

   This workflow sets Category to mandatory if the agent wants to set the states closed or pending close to enforce categorization.

   

   The result