Ticket WorkflowΒΆ
The feature add-on allows one to easily define business workflow templates for common tasks. Workflow task tickets can be dependent on any other task in that workflow, giving a high level of control over the order in which tasks are completed. A task that is dependent on preceding tasks will not appear in the queue until the preceding tasks are closed.
Each task ticket within a workflow can be predefined using these fields:
- Queue
- Subject
- Body
- Owner
- Priority
- Attachments
Individual tasks can be made dependent on another corresponding task within a workflow. This dependence means that tickets will only be shown in a queue when the dependent preceding ticket has changed to the status closed.
An agent can start a workflow through an existing ticket. The content of the original ticket will then be copied to all task tickets. All agents will have a quick overview of their tasks in their personal dashboard widgets.
Distinctive criteria:
- No further workflows can be started within an existing workflow.
- A task can be dependent on another task within a workflow.
- Workflows can only be started in the agent interface.
- Benefits
- Enables the improvement of handling processes.
- Relieves agents.
- Simplifies data collection.
- Reduces error sources.
- Target Groups
- IT service management
- Human resources
- Finance
- Internal IT
- Available in Service Package
- SILVER, GOLD, TITANIUM, PLATINUM
- Package Name in OTRS Package Manager
- OTRSTicketWorkflow
Note
This feature add-on is also available for the OTRS::ITSM module.