How to create/edit Ticket Workflow

I’d also like to ask how to create the Workflow Stage since I’m guessing for rules it will need to be different from the preset stages.

I’m not sure about the stages, but i’m pretty sure that the workflow itself refers to whichever product you are currently using, so if you have the HRSD system the workflow would say HRSD, same with facilities or technology 

Hi @Kathryn Carter, I am following up on this as I have the same question. But I think clarification is needed. We are asking how to add a Workflow STAGE, not a Workflow. 

@ANapoliello 9973cc1 roxbury Looks like the Workflow stages are hard coded. 

You could add this to our Idea Exchange:  https://community.incidentiq.com/ideas

@Kathryn Carter So, just curious, what do Workflow Stages do? Why does a Ticket Status need to be associated with a Workflow Stage at all? 🤔

My guess is that each hard coded Workflow Stage corresponds to a particular behavior associated with the ticket. In other words, districts can create a Ticket Status and call it literally whatever they want, but it needs to be associated with a Workflow Stage so that iiQ knows what behavior to enact on the ticket.

If that’s the case, can we get an explanation of what behavior each Workflow Stage does?

Like, if I create a Ticket Status called “Cooking Dinner” and associate it with the Workflow Stage “On Hold”, how would that behavior differ from if I associated it with the Workflow Stage “DOE Will Relieve”? What do each of those Workflow Stages do?

@zige Thank you for submitting your question to our community! 😄

What are you trying to accomplish, or is this just out of curiosity? 

For the ticket workflow stages, it tells iiQ what to do on the back end. For example, you can have multiple statuses within the “in-progress” workflow stage. Each stage has buttons and functions, and this tells us what options to give you. 

Per your example. “on hold” will remove any SLAs towards that ticket because you are holding it, versus “in progress,” which will trigger those SLAs to follow the agent. This is just one example. I hope this makes sense and is helpful. 

I want to be able to see the ticket with some kind of rule that says Needs more info, setting the status to the same thing and allowing the user to be notified we are waiting on them and need more information, this would set the status as need more Info and turn on the SLA, something a little more deliberate than waiting on requestor. 

@JGatta 680e2a3 concord Have you checked out our Stale Rules? I know there are a few posts about this. These are when a ticket sits untouched over a specified time. You can send an email reminder to the staff. 

​@Kathryn Carter 

Is there a doc or something that explains what each workflow stage does.  So we are having slight issue when we mark a computer ready for pickup which is a status we have but when the requestor makes a comment on that ticket it flips the status to in progress

thank you

​@ebloomfield33 There is not, especially since you can have custom ticket statuses that can fall into each section. For that specific status, I would say that you could create a rule that would change the status from “in progress” back to the “ready for pick up” status. 

so we did create a rule and it seems to be working. 

Guess my question is like how do we know what each workflow stage does.  below is the list.  so what does waiting for department do or deferred.  We have created the status but how do we know what stage it should be.  Hope I am explaining it right

​@ebloomfield33 Personally, I would focus on the submitted, in progress and resolved. In your case, I would suggest having it set in the “in progress” status. 

Workflow stage question….

Do we have something somewhere that indicates which stages will “pause” the counters in terms of ticketing metrics?  

Obviously, within the SLA rules, you can be more granular, but for the built-in metric dashboards, which workflow stages are able to “pause” the ticket counter?  

If that is somewhere in the documentation, I apologize i could not find it.  

​@RTSD26_AllynJ By default, I believe the “On Hold” status is the only one excluded.

So, as long as the “WorkFlow Stage” is set to “On Hold”, then any of the custom status with the same stage will also be excluded, correct?  

​@RTSD26_AllynJ That is my understanding. 😄