General screen -> Prefix Settings screen -> Email Template screen -> SLAs Menu -> KPIs Menu -> Work Flows Menu -> Categories Menu -> Tickets Menu
The
Work Flows screen is used to create and manage Work Flows used to run customer
care workflows when tickets are available
The
data at this screen will be used for the Categories menu screen
1. Create Work Flow
- Step
1: Select the Work Flows screen > Select the Add function
present in the screen
- Step
2: The system will display the Add WorkFlow -> Enter
the necessary data -> Then
click Save to save the operation and go to step 3 or select Close to close the screen and
cancel the operation just performed
*Explanation:
o
The Code field will display the corresponding WorkFlow code. The data at this field is taken from the
settings at the Prefix Settings screen
o The Name field used to enter the name of WorkFlow
o
The
Service Level Agreement field is used to select the Service Level
Agreement. This field data is taken from the SLAs screen
o The KPI field is used to select the
KPI. The data will be used to calculate KPIs for employees who are assigned tickets. This field data is derived from the KPIs screen
- Step 3: The system will display the Add Work Flow -> Create Work Flow -> Then click Save to save the operation
or select Close to close the screen and cancel the operation just performed
*Explanation:
·
Close function used to return to the
previous screen
·
Clear function used to delete designed
steps in Workflow
●
Drag the action fields to the design
area then release the mouse
● Select the Ctrl and
scroll function to zoom in or zoom out
● The Flow Start
function (used to select the first) is used to
determine the start point at which Work Flow runs
● Stage functionality is used to create execution steps in Work Flow. This
step will be displayed in the Stages (View Ticket) tab screen. Stage will be a
manual step or just an explanation of the steps in the workflow.
● Ticket Status is used to change the status of the ticket when running the
workflow
● Stage Status is used to change the state of the corresponding stage when
running workflows
● Ticket Priority is used to change the priority of the Ticket
● Ticket Type is used to change the problem type of ticket
● Email User is used to send automated emails when running cron jobs to
selected users (requesters are customers who create tickets, employees assigned
to handle tickets or other employees included in the system). Email Template
data is taken from the Email Template screen
● Email Group is used to send emails automatically when running cron jobs for
emails of the department assigned to solve customer tickets
● Assignee used to change ticket handlers
● SLA data retrieved from the SLAs menu screen
● The Condition function is used to set conditions to handle the steps behind. For example, a Ticket
Status Like "Open" condition
will increase priority or send an email to the person in charge. If the conditions are met, it will continue to
run in a positive direction (blue). On the contrary, if you do not meet the conditions, you will run in a negative direction (red)
● The Action function is used to select actions that interact with the Lead
list: Change Segment, change stage, change point, Point action, delete lead,...
Interaction with Client we have: Change points, Point
action, Remove from Campaign
● Wait is used to set the condition runtime interval. For example, waiting about 2 hours after
running cron job will email the management
department to inform about the status of a ticket.
2. View Work Flow
- Step
1: Select the Work Flows screen > Select the View function corresponding to the data to view information
- Step
2: The system will display the screen containing the designed
Workflow
3. Edit Work Flow
Select
the Work Flows -> Select the Edit
function corresponding to
the data to be edited information
4. Delete Work Flow
Select
the Work Flows menu > Select the Delete function present in the screen corresponding
to the data line to be deleted
