<style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;}</style><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;" id="isPasted"><strong style="box-sizing: inherit; font-weight: 700;">In this guide we will cover:</strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><strong style="box-sizing: inherit; font-weight: 700;">- Creating Workflows</strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><strong style="box-sizing: inherit; font-weight: 700;">- Creating a Workflow Step</strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><strong style="box-sizing: inherit; font-weight: 700;">- Details Pane</strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><strong style="box-sizing: inherit; font-weight: 700;">- Automation Actions</strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><strong style="box-sizing: inherit; font-weight: 700;">- Integration Runbook Action</strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><strong style="box-sizing: inherit; font-weight: 700;">- Access Restriction on Actions</strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><strong style="box-sizing: inherit; font-weight: 700;">- Workflow Specific Actions</strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><strong style="box-sizing: inherit; font-weight: 700;">- Viewing the Workflow from a Ticket</strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><strong>Admin Guides:</strong></p><ul><li style="box-sizing: inherit; margin-top: 0px; margin-right: 0px; margin-bottom: 0px; line-height: 1.4285em; font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/1832" target="_blank" rel="noopener noreferrer"><strong>Workflows</strong></a></li></ul><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br style="box-sizing: inherit;"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;">Workflows allow you to structure the process a Ticket goes through before it can be considered "Resolved". This often includes Approval Processes.</p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br style="box-sizing: inherit;"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;">Your Workflows are all listed under Configuration > Tickets > Workflows. This is where you can view , adjust and create new workflows.</p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br style="box-sizing: inherit;"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU4NWRmNDk4LTY3MmEtNDZjYy1iNjY4LWRiOGRmN2JjZmRhNyJ9.zQRT2dBRK0_DRz2fYerJnTH45XFW0CE2Sf8Hcav74Hg" width="1207" height="423" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; text-align: left; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 13px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; width: 1209px; height: 422.611px; max-width: none !important;" class="fr-fil fr-dib"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><strong style="box-sizing: inherit; font-weight: 700;"><span style="box-sizing: inherit; font-size: 10pt;">Fig 1. Workflows module.</span></strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br style="box-sizing: inherit;"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><strong style="box-sizing: inherit; font-weight: 700;"><span style="box-sizing: inherit; font-size: 14pt;">Creating Workflows</span></strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;">Click "New" to add a new Workflow, or on an existing row to modify one. "The Flow Chart" tab shows you the Workflow, each Step and the Actions on it, and how this moves the flow along.</p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br style="box-sizing: inherit;"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;">The blocks are the "Steps" and the Actions are listed in them are those available at that Step. Any links that move the Workflow along leave on the right hand side (next to the Action), and into the left side of the appropriate Step.</p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br style="box-sizing: inherit;"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjkwZTU3Yzc4LTM5NmItNDdjZS1hODBiLWZjODdmMjc1NDM4MyJ9.RxUL5dbjsw3vM0uhKd7i8SakYsjwoX07Qap5Qvc1XDE" width="1209" height="773" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; text-align: left; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 13px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; width: 1211px; height: 773.207px; max-width: none !important;" class="fr-fil fr-dib"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><strong style="box-sizing: inherit; font-weight: 700;"><span style="box-sizing: inherit; font-size: 10pt;">Fig 2. Workflow flow chart.</span></strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br style="box-sizing: inherit;"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;">You can drag and drop the Steps. Hover the mouse next to the Action you wish to link, and drag this line to the Step you are linking to.</p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br style="box-sizing: inherit;"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;">You can modify the links appearance by clicking and dragging any part of it, this will add a new node and anchor it to that point.</p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br style="box-sizing: inherit;"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjJmY2RlZGJmLWExNGMtNGEyYy05Mjc4LTJjNTFhNzgwMjRlNSJ9.7cRI6TVTFuixg8XmMv2DOwqWjBJQPHBDPY78hNnImf4" width="574" height="242" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; text-align: left; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 13px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; max-width: none !important;" class="fr-fil fr-dib"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><strong style="box-sizing: inherit; font-weight: 700;"><span style="box-sizing: inherit; font-size: 10pt;">Fig 3. Drag and drop links.</span></strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br style="box-sizing: inherit;"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><strong style="box-sizing: inherit; font-weight: 700;"><span style="box-sizing: inherit; font-size: 14pt;">Creating a Workflow Step</span></strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;">Click on a Step's pencil icon to modify or click "Add a Step" in the top left.</p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br style="box-sizing: inherit;"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImEyMmY0OTRkLWNiMjQtNGY2MS05ZDg3LTU4YjEwZWFjNzU1OCJ9.h8HMF23is6QpCiVJmkKM7l4-8hePRhimlMiNLrnMRc0" width="307" height="228" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; text-align: left; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 13px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; max-width: none !important;" class="fr-fil fr-dib"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><strong style="box-sizing: inherit; font-weight: 700;"><span style="box-sizing: inherit; font-size: 10pt;">Fig 4. Editing a Workflow Step.</span></strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br style="box-sizing: inherit;"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;">If a new Step, add a Step name, then designate if "This is the Start/Last Step for this Workflow" and add a Stage if wished (configured on the "Details" tab).</p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br style="box-sizing: inherit;"></p><ul style="box-sizing: inherit; margin-bottom: 1rem; margin-top: 0px;"><li style="box-sizing: inherit;"><strong style="box-sizing: inherit; font-weight: 700;">This is the Start Step for this Workflow:</strong> Sets the Workflow to begin at this Step. If this is already enabled on step A, then enabled on step B, this setting will be automatically disabled on step A. </li><li style="box-sizing: inherit;"><strong style="box-sizing: inherit; font-weight: 700;">This is the Last Step for this Workflow:</strong> Automatically moves the Ticket to this Step when the Ticket is in a "Closed" Status.</li></ul><p>You can set the Stage Dropdown to "Create a stage automatically". This will create a stage with the same name as the step and will automatically update if the step name updates.</p><p><br></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;">Each Step should have Actions associated with it that will move the Workflow on or remain at this position.</p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br style="box-sizing: inherit;"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;">You can set a "Type" of "Action" or "Condition". "Action" is the same configuration as before, whereas the new "Condition" works similar to runbooks and chat workflows. This allows you to set conditions that determine whether the workflow moves to a different step or not.</p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br style="box-sizing: inherit;"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;">Now we can add an Action to the Workflow Step. Click the "Add" button on the "Actions" table.</p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br style="box-sizing: inherit;"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><span style="box-sizing: inherit; color: rgb(0, 0, 0); font-family: sans-serif; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; font-size: 11pt;"><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImMxN2RkZjVhLTNlMzgtNDA5My05OWZjLWIzY2EyNDcyNGNlOSJ9.i_FlrW5FBpRO3HbNc_HamKkxcsyXA5ACO9oAG-eHrhI" width="1224" height="583" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; text-align: left; width: 1226px; height: 583.438px; max-width: none !important;" class="fr-fil fr-dib"></span><strong style="box-sizing: inherit; font-weight: 700;"><span style="box-sizing: inherit; font-size: 10pt;">Fig 5. Creating a Workflow Step.</span></strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br style="box-sizing: inherit;"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;">Select an Action Type from the popup, which will show the corresponding configuration.</p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br style="box-sizing: inherit;"></p><ul style="box-sizing: inherit; margin-bottom: 1rem; margin-top: 0px;"><li style="box-sizing: inherit;"><strong>Allow Actions: </strong>Select Actions to allow at that Workflow Step.</li><li style="box-sizing: inherit;"><strong>Automation: </strong>Choose between automating a Quick Action, Runbook, or checking Ticket Rules.</li><li style="box-sizing: inherit;"><strong>End-User Update: </strong>Outcome when the End-User assigned to the Ticket emails in.</li><li style="box-sizing: inherit;"><strong>Email from Agent: </strong>Outcome when Agents email into the Ticket.</li><li style="box-sizing: inherit;"><strong>Approval Process Step Outcome:</strong> Outcome of a Step of an Approval Process.</li><li style="box-sizing: inherit;"><strong>Approval Process Outcome:</strong> Outcome of a complete Approval Process.</li><li style="box-sizing: inherit;"><strong>End-User Closure Outcome:</strong> Outcome of End-User Closure Confirmation.</li><li style="box-sizing: inherit;"><strong>Ticket is closed when created: </strong>Outcome of when the Ticket is closed when created, i.e. from the call screen.</li><li style="box-sizing: inherit;"><strong>Quote Approval Outcome: </strong>Outcome when a Quotation is Approved/Rejected.</li><li style="box-sizing: inherit;"><strong>S</strong><strong>ales Order Created: </strong>Outcome when a Sales Order is created from the Ticket.</li><li style="box-sizing: inherit;"><strong>Quote Sent: </strong>Outcome when the linked Quotation is sent.</li><li style="box-sizing: inherit;"><strong>All To-Do list items completed:</strong> Outcome when the To-Do list is all checked.</li><li style="box-sizing: inherit;"><strong>To-Do list group completed:</strong> Outcome when To-Do list items in a specified To-Do Group are all checked.</li><li style="box-sizing: inherit;"><strong>Appointment Created: </strong>Outcome when an Appointment is created linked to the Ticket.</li><li style="box-sizing: inherit;"><strong>Quote Revised:</strong> Outcome when the Quotation is edited.</li></ul><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br style="box-sizing: inherit;"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;">Here we are adding an allowed Action, so we can choose the Action, whether it moves the Workflow to another Step, and if it has restricted access.</p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br style="box-sizing: inherit;"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><em style="box-sizing: inherit;"><strong style="box-sizing: inherit; font-weight: 700;">Note: Quick Actions can be a powerful tool for automating Workflows. Quick Actions can perform all of the functions of a normal Action, as long as it doesn't require Agent input.</strong></em></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br style="box-sizing: inherit;"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><span style="box-sizing: inherit; color: rgb(0, 0, 0); font-family: sans-serif; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; font-size: 11pt;"><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhlNThlODFiLTM5MmYtNGYyZC04N2Y5LTIwZTUwZDI1NWJlOCJ9.mXcBW9LE4kLed0Hd20UFohw1Gyl2mS_t42ecblvWA0Y" width="708" height="628" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; text-align: left; max-width: none !important;" class="fr-fil fr-dib"></span><strong style="box-sizing: inherit; font-weight: 700;"><span style="box-sizing: inherit; font-size: 10pt;">Fig 6. Adding an Action.</span></strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br style="box-sizing: inherit;"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><strong style="box-sizing: inherit; font-weight: 700;"><span style="box-sizing: inherit; font-size: 14pt;">Details Pane</span></strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;">Here is where you designate a name for the Workflow and any notes that will explain the process. </p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br style="box-sizing: inherit;"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;">You can also list any Actions that will be allowed at any Step, which is often more generic Actions like "Private Note" or "Email User".</p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br style="box-sizing: inherit;"></p><ul style="box-sizing: inherit; margin-bottom: 1rem; margin-top: 0px;"><li style="box-sizing: inherit;"><strong style="box-sizing: inherit; font-weight: 700;">Stage</strong><strong style="box-sizing: inherit; font-weight: 700;">s:</strong> These are a nominal designation for the grouping of Steps in a Workflow. Apart from start/end, these do not affect the workflow.</li></ul><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br style="box-sizing: inherit;"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE2YmUyODdjLTJhODctNDVlNC1hZDBmLWJiMjQ3MDJhYzU0NCJ9.Q2axeZ7pVUG_cThwnbqjwENrSf0nA2FFiXuvnJWQ8Vc" width="1215" height="569" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; text-align: left; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 13px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; width: 1217px; height: 569.229px; max-width: none !important;" class="fr-fil fr-dib"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><strong style="box-sizing: inherit; font-weight: 700;"><span style="box-sizing: inherit; font-size: 10pt;">Fig 7. Details tab on a Workflow.</span></strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br style="box-sizing: inherit;"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><strong style="box-sizing: inherit; font-weight: 700;"><span style="box-sizing: inherit; font-size: 14pt;">Automation Actions</span></strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;">Automations can be added to Steps as an Action type. They can be triggered when a certain event occurs i.e. a team change. The purpose of automations is to trigger a certain event/ Action if certain conditions are met. A use case could be if a new starter Workflow is being executed, there may be a certain point in time where you want to automatically trigger a Runbook to create an asset "Laptop" for that new starter. </p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br style="box-sizing: inherit;"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;">Conditions to the automation can also be added to be checked prior to or when running the automation.</p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br style="box-sizing: inherit;"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijg2OTY3YTY0LWZkOGMtNGQ5Ni05ZGU5LTAyMmFmNzI2MDllNCJ9.zIIdUOMLWQsJ7c8bHv-4HhR_UvGusgPPfza7x5HTAPo" width="706" height="823" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; text-align: left; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; max-width: none !important;" class="fr-fil fr-dib"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><strong style="box-sizing: inherit; font-weight: 700;"><span style="box-sizing: inherit; font-size: 10pt;">Fig 8. Automations</span></strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br style="box-sizing: inherit;"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;">There can be 3 types of automations that can be chosen, based on the "Trigger" field. </p><ul><li style="box-sizing: inherit; margin-top: 0px; margin-right: 0px; margin-bottom: 0px; line-height: 1.4285em;"><strong>Quick Action -</strong> This is the way an action can be automatically ran if certain conditions are met in the "Conditions to evaluate" table which is on the automation action. Actions can be configured as "Quick Actions" when creating the Action in Configuration > Tickets > Actions.</li><li style="box-sizing: inherit; margin-top: 0px; margin-right: 0px; margin-bottom: 0px; line-height: 1.4285em;"><strong>Integration Runbook -</strong> This will automatically trigger a runbook if selected, again there can be specific conditions that need to be met in order for the automation to run. The guide for integration runbooks can be found here.</li><li style="box-sizing: inherit; margin-top: 0px; margin-right: 0px; margin-bottom: 0px; line-height: 1.4285em;"><strong>Check Ticket Rules -</strong> This will run a check to see if the ticket matches any ticket rules and workflow step rules. This is intended to be used with rules containing time criteria such as 'x hours before start date'. When the criteria of the rule is met the workflow can be moved to the next step. </li><li style="box-sizing: inherit; margin-top: 0px; margin-right: 0px; margin-bottom: 0px; line-height: 1.4285em;"><strong>Start an Approval Process -</strong> This will allow you to select an Approval Process to start when this Workflow Step is reached.</li></ul><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br style="box-sizing: inherit;"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><strong style="box-sizing: inherit; font-weight: 700;"><span style="box-sizing: inherit; font-size: 12pt;">Trigger Types</span></strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;">Depending which automation type you select, you will have different triggers to choose from. The trigger determines when the workflow automation takes place. </p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br style="box-sizing: inherit;"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><strong>When meeting the conditions through entering the step or updating Ticket -</strong> Automation will be triggered when the ticket is updated and the ticket has met any conditions at this step. From version 2.228.1, you are able to give a sequence to automations with this Trigger type to order multiple automations in one step. Lower sequences (E.g. '1') will be queued before higher sequences (E.g. '5').</p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br style="box-sizing: inherit;"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><strong>A pre-determined number of minutes after meeting the conditions through entering the step or updating Ticket -</strong> Automation will be triggered a set number of minutes after the ticket has met any conditions at this step and has been updated.</p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br style="box-sizing: inherit;"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><strong>A pre-determined number of days before/after a field value and meeting the conditions through entering the step or updating Ticket -</strong> Automation will be triggered when the ticket has met any conditions at this step and has been updated. But the automation will take place a set number of days before/after a field value against a ticket. This can be used to have an automation run at a set time based on a date time field against the ticket.</p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br style="box-sizing: inherit;"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;">If the trigger selected is "A pre-determined number of minutes after the Ticket is updated" the minimal amount of minutes that can be selected is 60 minutes, the action won't be saveable and you will be prompted to make the time 60 or more minutes when trying to save.</p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br style="box-sizing: inherit;"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;">The "Conditions to evaluate when running the automation" table is also available when using the date field value trigger. This is useful for conditions that quickly change. It is previously only available on the "pre-determined number of minutes after meeting the conditions" trigger.</p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br style="box-sizing: inherit;"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><strong style="box-sizing: inherit; font-weight: 700;"><em style="box-sizing: inherit;">Note: Timed automations will not run on the last step of a workflow.</em></strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br style="box-sizing: inherit;"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><strong style="box-sizing: inherit; font-weight: 700;"><span style="box-sizing: inherit; font-size: 14pt;">Access Restriction on Actions</span></strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;">Within each Action on a Workflow Step, the access to the Actions can be restricted.</p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br style="box-sizing: inherit;"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijc3NDUxNDI2LTA2NTEtNDM5Yy1hZjA0LTllOGE3ZGUwNjhiNyJ9.hbMrZUYhRooiYzo-tBhmRDhXDC2wg4PcM0k9DSL_Txk" width="660" height="271" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; text-align: left; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; max-width: none !important;" class="fr-fil fr-dib"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><strong style="box-sizing: inherit; font-weight: 700;"><span style="box-sizing: inherit; font-size: 10pt;">Fig 9. Access Restrictions.</span></strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br style="box-sizing: inherit;"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;">Conditions can be based on the following Fields. This is useful if the chosen Action on a Workflow needs to be for example, restricted to the Team Leaders only.</p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br style="box-sizing: inherit;"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNmNDExYjMzLWVmNTItNDhkZC05NGNhLWQ4NTM2NmRkNWM4NSJ9.Dk8LtPmoaefiCD8pTtddmN9mgEKkP4JMZCwY7jVeFHo" width="706" height="504" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; text-align: left; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; max-width: none !important;" class="fr-fil fr-dib"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><strong style="box-sizing: inherit; font-weight: 700;"><span style="box-sizing: inherit; font-size: 10pt;">Fig 10. Adding an restriction.</span></strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br style="box-sizing: inherit;"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;">You can choose whether to add these individual conditions, or if you wish to add a group of conditions where all of them must be met for the Action to be made available. Upon clicking the "Add" button, you will see the below popup to select this.</p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br style="box-sizing: inherit;"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImEyZTk5MWFiLWE0NjMtNDYwNC1iMTViLWNmODE5ZDg5N2VlMCJ9.0XUlHbNXAzQH2gh4B-79SZO15JryuN-zd4XX6b2H1oQ" width="707" height="330" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; max-width: calc(100% - 10px); min-width: 10px; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 13px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;" class="fr-fic fr-dii"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><strong style="box-sizing: inherit; font-weight: 700;"><span style="box-sizing: inherit; font-size: 10pt;">Fig 11. Choosing individual or group conditions.</span></strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br style="box-sizing: inherit;"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;">You can then add your criteria. Let's look at the example shown below to compare the two methods.</p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br style="box-sizing: inherit;"></p><ul style="box-sizing: inherit; margin-bottom: 1rem; margin-top: 0px;"><li style="box-sizing: inherit;"><strong style="box-sizing: inherit; font-weight: 700;">Group:</strong> An agent would need to be both the assigned agent, and have the role of "Administrator" to be able to use the action.</li><li style="box-sizing: inherit;"><strong style="box-sizing: inherit; font-weight: 700;">Individual:</strong> An agent who is either the assigned agent or has the role of "Administrator" would be able to use the action. </li></ul><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;">Since I am making a group in this example, the former criteria would need to be met.</p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br style="box-sizing: inherit;"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY1YzIxNWYxLWVjYTUtNDZlZC05MzdhLWNkZTAyYmIwZGM2NSJ9.S-bHGaq76EaT_dSmehSi-8NgbIAG2XoZjPgQVFkYQrM" width="707" height="563" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; max-width: calc(100% - 10px); min-width: 10px; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 13px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;" class="fr-fic fr-dii"><br style="box-sizing: inherit;"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><strong style="box-sizing: inherit; font-weight: 700;"><span style="box-sizing: inherit; font-size: 10pt;">Fig 12. Criteria for the Action.</span></strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><strong style="box-sizing: inherit; font-weight: 700;"><span style="box-sizing: inherit; font-size: 14pt;">Hide Ticket History at a given Workflow Step</span></strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;">You can have the Ticket Action history (in the Progress Feed of the Ticket) be hidden from all Agents when the Ticket is in a particular Workflow Step. When the ticket moves to a different Workflow Step, the history will become visible again. </p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br style="box-sizing: inherit;"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;">This is useful for tickets that are under legal/compliance review. When a Ticket is flagged as being sensitive in this way, it can be moved to a special Workflow Step in which only system Admins can see the history of the Ticket. Other Agents will still have access to the Ticket, to leave updates or update Fields, but only Admins will be able to see the history. </p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br style="box-sizing: inherit;"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;">This is done using the Field "Show a message instead of the Progress/Ticket History when this step is active" against the Workflow Step. Here, you can choose who should still be able to see the Ticket history (Admins only or Admins and managers of the Team assigned to the Ticket). When set, you can set a message that will be shown when the Ticket is in this Workflow Step. </p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br style="box-sizing: inherit;"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ5OTI0N2I0LWEyNDMtNDc1Mi05Y2I3LTM4NjZkYWI5MzhiYyJ9.FtqB2KGdIIR_ABilyd54PMUYKkz_yZ9J6p0YEBPtoCI" width="1088" height="473" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; text-align: left; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 13px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; width: 1090px; height: 473.361px; max-width: none !important;" class="fr-fil fr-dib"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><strong style="box-sizing: inherit; font-weight: 700;"><span style="box-sizing: inherit; font-size: 10pt;">Fig 13. Configure message to be shown instead of Ticket history at this Step. </span></strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br style="box-sizing: inherit;"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;">In this example, Agents with the Administrator permission and who are managers of the Team assigned to the Ticket will still be able to see the Ticket history. All other Agents will see this message in place of the Ticket history. </p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br style="box-sizing: inherit;"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><strong style="box-sizing: inherit; font-weight: 700;"><span style="box-sizing: inherit; font-size: 14pt;">Workflow Specific Actions</span></strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;">You can set an Action to be Workflow specific, which is set per Action in Configuration > Tickets > Actions.</p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br style="box-sizing: inherit;"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><span style="box-sizing: inherit; color: rgb(0, 0, 0); font-family: sans-serif; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; font-size: 11pt;"><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjExOTRkYzYzLTcxNmEtNGE2NS04ZmU5LTdhNDdlOGFlZjE2NiJ9.52XroFiLDT1todHgY1E6DPM81OzE2NreuvCL6aA15Tk" width="838" height="177" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; text-align: left; max-width: none !important;" class="fr-fil fr-dib"></span><br style="box-sizing: inherit;"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><strong style="box-sizing: inherit; font-weight: 700;"><span style="box-sizing: inherit; font-size: 10pt;">Fig 14. Workflow specific Action.</span></strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br style="box-sizing: inherit;"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;">You can set the Action to be visible for the End-User of the Ticket. This is achieved by using the following restriction on the Workflow Steps' Action.</p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br style="box-sizing: inherit;"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZiODRlYjY5LTBmNmMtNDQyNy1iZTk1LTQxM2NhMWU3YjcwMCJ9.vcmhMLDmJ3GS7laa_BL9rUWRBb6E4MvcY8Js9BsL3WY" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; text-align: left; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 13px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; max-width: none !important;" class="fr-fil fr-dib"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><strong style="box-sizing: inherit; font-weight: 700;"><span style="box-sizing: inherit; font-size: 10pt;">Fig 15. Restrict the Action on the Workflow Step to the End-User of the Ticket.</span></strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br style="box-sizing: inherit;"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><strong style="box-sizing: inherit; font-weight: 700;"><span style="box-sizing: inherit; font-size: 14pt;">Viewing the Workflow from a Ticket</span></strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;">Those with access to the Workflow configuration are able to click the blue text at the side of a Ticket. This will open up the configuration screen for the Workflow, where it can be edited.</p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br style="box-sizing: inherit;"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjBlNjRhYzM1LTY2ZTAtNGExZC1hOWE5LWU1Mjc4YzczMGE2MSJ9.XLg2HCg-00o7G4s2eOnxev_aEmB1bo945cMhm40ybuY" width="161" height="68" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; max-width: calc(100% - 10px); min-width: 10px; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 13px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;" class="fr-fic fr-dii"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><strong style="box-sizing: inherit; font-weight: 700;"><span style="box-sizing: inherit; font-size: 10pt;">Fig 16. Hyperlinked workflow.</span></strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br style="box-sizing: inherit;"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;">Agents who do not have permission to read and modify can still see the flow chart of the Workflow. To enable this globally, go to Configuration > Tickets > General Settings > Ticket details and enable "Allow Agents to view the workflow diagram by clicking on the workflow in the Ticket details".</p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br style="box-sizing: inherit;"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRiOGU3NGYwLTczYTItNDJlMi04NWUxLWRlMjY1ODJkNjNjNCJ9.9DWnJgIZArsgkm_7VmTV66-bt7vhyQiEXUCe5XEv6aA" width="599" height="32" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; max-width: calc(100% - 10px); min-width: 10px; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 13px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;" class="fr-fic fr-dii"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><strong style="box-sizing: inherit; font-weight: 700;"><span style="box-sizing: inherit; font-size: 10pt;">Fig 17. Enabling read-only Workflow viewing.</span></strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br style="box-sizing: inherit;"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;">Once Agents who do not otherwise have read and modify access click the hyperlinked workflow on a ticket, a modal screen will show with the flow chart overview of the Workflow. It cannot be edited, and is instead used for quick reference for Agents who may wish to see the general process/flow of the Ticket.</p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br style="box-sizing: inherit;"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI2NzJjZjdjLTU4OTMtNGQ0OS1iMDNiLTBhN2Y1NTM0OWVmZCJ9.3ssTkMPD5gYNIJeKa7KlQ09fZCBrMrdyA0iRR0dECrs" width="1209" height="837" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; max-width: calc(100% - 10px); min-width: 10px; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 13px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; width: 1211px; height: 837.394px;" class="fr-fic fr-dii"><br style="box-sizing: inherit;"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><strong style="box-sizing: inherit; font-weight: 700;"><span style="box-sizing: inherit; font-size: 10pt;">Fig 18. Workflow overview.</span></strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br style="box-sizing: inherit; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"></p>
