Incident management is a sensitive topic, which is why organizations need well-defined and agreed-upon processes to manage incidents effectively and mitigate the risks of improper handling.
Workflow is a foundation feature of our system which allows all kinds of uses:
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Custom statuses
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Custom transitions
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Custom screens to facilitate filling in required information throughout the flow
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Rules
Before creating customised workflows, it is important to define a streamlined process with standardized steps of how you want to manage your Issues.
These questions can help define the workflow:
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What standard steps do you take?
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Who is responsible for what in this process?
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What information is required when creating a case or task?
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What information is required when closing a case?
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Is there other required information during the case management process?
Your Customer Success Manager will be happy to help you draw these steps to configure the workflow in your system.
As illustration of the possibilities, please see below the default case workflow and an example of custom case workflow.
Default Case Workflow
On the default case workflow when an Issue with case type is created, it automatically has the status “New”. From this status, users with the Issue Admin role can change it to “In progress” or “Closed”.
The status can always be changed (back) to any of the other options.
Example Custom Case Workflow
On this Case Workflow we have added 3 separate statuses for the “in progress” category. This way you can easily identify the progress of the case handling, when under investigation or on the conclusion phase. You can then add screens to each transition to other status with fields that you want to ensure Issue Admins will fill in at that stage. More details on screens can be found here: Screens
Custom Workflows is a feature accessible to only certain packages, please reach out to your Customer Success Manager for further information.
Once a Custom Workflow is created it's possible to edit it but you cannot delete it.