Workflow Rules How I Consolidated and Simplified for Efficiency
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Workflow Rules How I Consolidated & Simplified for Efficiency
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Workflow Rules are amazing, powerful tools for helping your business run smoothly, and for keeping track of the actions - and inactions - that are important to your success. So good, that sometimes they are overused and can grow to an unruly number. With the introduction of new operators and flexibility that help you multi-select attributes like Priority, Account Name, Status and more, you can simplify that long list of workflow rules while becoming even more efficient. [Presenter: Gareth Brown, Sytec]
Transcript of Workflow Rules How I Consolidated and Simplified for Efficiency
Workflow RulesHow I Consolidated & Simplified for Efficiency
Gareth BrownDirector, Sytec
@garethbrown
Workflow Rules
Q. What are Workflow Rules?
A. An arrangement ofprocesses,objective based, andrepeatable, withdefined outcomes.
Workflow Rules
Q. When is it best to use Workflow?
A. All the time; Workflow supports management
Workflow Rules
Workflow Rules
Workflow Rules
Update FieldVariables
Send Email
Create a‘To Do’Workspace
Alert
Workflow Rules
Workflow Rule
Workflow Rules
There are 3 areas where workflow, rules (apply);
• CRM Opportunities• Project Tasks• Service Desk Tickets
Workflow Rules
My approach to Workflow1. Investigate what & understand why
2. Bridge the gaps
3. Reverse engineer
Design the workflow towards the desired outcome
Workflow Rules
PriorityResponse
Escalate Incident
West Coast Incident
NotifyAlex
West Coast Printers
Customised Workflow Rules are very simple
Update FieldVariables
Send Email
Create a‘To Do’Workspace
Alert
Workflow Rules
Workflow Rule
Workflow Rules
Response> 20 min
Notify Martin
West Coast Incident
West Coast Printers
Customised Workflow Rules are very simple
Update FieldVariables
Send Email
Create a‘To Do’Workspace
Alert
Workflow Rules
Workflow Rule
Workflow Rules
Objective : Design workflow that run across groups
Workflow Rules
Objective : Design workflow that run across groups
Update FieldVariables
Send Email
Create a‘To Do’Workspace
Alert
Workflow Rules
Workflow Rule
Workflow Rules
Within the Service Desk Workflow;
there are 37 conditional attributes, including;
• Account Name,• Account Owner,
Update FieldVariables
Send Email
Create a‘To Do’Workspace
Alert
Workflow Rules
Workflow Rule
Workflow Rules
Within the Service Desk Workflow;
Workspace Alerts can be added
Workflow Rules
Within the Service Desk Workflow;
Multiple emails can be sent
Workflow Rules
There are 18 fields that are available for updating Tickets, including;
• Priority,• Status• Primary Resource• Due Time
Workflow Rules
Within the Service Desk Workflow;
Multiple ‘To Do’ actions can be set
Update FieldVariables
Send Email
Create a‘To Do’Workspace
Alert
Workflow Rules
Workflow Rule
Workflow Rules
Tips for efficiency …
Maximum of 200 active workflow rules
Map out the workflow and then build rules
Changes to workflow rules do not affect existing items
Separate workflows for different notifications to end-user
Workflow Rules
Next Steps?
Ask for help during CommLive!
Search out local CCP
Access the Autotask Community Forums
Gareth Brown@garethbrown
