<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><strong>In this guide we will cover:</strong></p><p><strong>- What are Step Rules?</strong></p><p><strong>- Creating Rules</strong></p><p><strong>- Example Rules</strong></p><p><br></p><p><br></p><p><strong>Admin Guides:</strong></p><ul><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/1832/" target="_blank" rel="noopener noreferrer"><strong>Workflows</strong></a></li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/1820/" target="_blank" rel="noopener noreferrer"><strong>Rules</strong></a></li></ul><p><strong>Related Guides:</strong></p><ul><li><a href="https://usehalo.com/haloitsm/guides/933/" target="_blank" rel="noopener noreferrer"><strong>Modifying and Adding Workflows</strong></a></li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/1923/" target="_blank" rel="noopener noreferrer"><strong>Ticket Rules</strong></a></li></ul><p><br></p><p><strong><span style="font-size: 14pt;">What are Step Rules?</span></strong></p><p>Step Rules are ticket rules that only apply at a certain step of a workflow instead of only on new tickets or throughout the ticket. They apply the same way ticket rules do, and are configured as ticket rules as well, just on the workflow instead of the ticket itself.</p><p><br></p><p><strong><span style="font-size: 14pt;">Creating Rules</span></strong></p><p><span style="font-size: 11pt;">Here is a workflow to demonstrate this on. Each box within the flow chart of this workflow is a "step", and each can have its own step rules applied.</span></p><p><br></p><p><span style="font-size: 11pt;">To go to the workflow you want to apply a step rule to, go to Configuration > Tickets > Workflows > click into the workflow of your choosing.</span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI0MzhmNjMxLWE0OTgtNDYzMi05YmU4LThjZGViMzJkYWNjYSJ9.j848571X5fnAI6s7CkXgzPPgMhpU4Xr0yxc09wvoDZ0" class="fr-fic fr-fil fr-dib" width="985" style="width: 987px; height: 444.114px;" height="444"></p><p><strong><span style="font-size: 10pt;">Fig 1. Change Management workflow flow chart</span></strong></p><p><br></p><p>First, click the Edit button that appears in the top left. </p><p><br></p><p><strong><em>Note: It is recommended to Clone the workflow before making any edits to it. This means the workflow can be tested before applying the changes to your current tickets. You can change the workflow from the old to the new within the Defaults tab of the Ticket Type > "Start a Workflow".</em></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQyMDE5MGI0LWU0ZTUtNDZkMy04MWVlLWE4ODFjYTU0MDk5OCJ9.VIWjvtFNesTqO-M375xmmzK-PY01ztt2GY9JMTVvpvU" class="fr-fic fr-fil fr-dib" width="435" height="202"></p><p><strong><span style="font-size: 10pt;">Fig 2. Edit and Clone buttons on a workflow</span></strong></p><p><br></p><p>Once you are in the below edit screen, click the pencil icon in the top right corner of the step you wish to add a step rule to.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI5N2IwMzE0LWIxMzMtNGViNy1hZmZmLTU2MGRmYzkyMzQxZSJ9.Ae1azJo3mbV1NN8YsrnTldUMLHSaotGCr3QFkjTypho" class="fr-fic fr-fil fr-dib" width="241" height="102"></p><p><strong><span style="font-size: 10pt;">Fig 3. Workflow step with the pencil/edit button</span></strong></p><p><br></p><p>Scrolling down on the screen, you will see the below box. This is where we will add our step rules. Click the Add button in the top right.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRlOGRhM2MzLTI3MDUtNGU3MS05N2IyLTFmZjRiYjAzOWM4NSJ9.ToeQa084hqxwKMh_AplO526U4EX-1X1FU7p9FR_Kj3Q" class="fr-fic fr-fil fr-dib" width="981" style="width: 983px; height: 291.356px;" height="291"></p><p><strong><span style="font-size: 10pt;">Fig 4. Step Rules table</span></strong></p><p><br></p><p>Here you will see the below screen, which will be creating a New Ticket Rule that will only apply to this step.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFiMTEyNTUwLTliMjktNDA1MC05ZDJiLWY2NjZmOGU4NTc2ZCJ9.ucP0d8e03XWuoRul_81gOkUxZvDsF534BfQPkLs6HfA" class="fr-fic fr-fil fr-dib" width="969" style="width: 971px; height: 483.865px;" height="484"></p><p><strong><span style="font-size: 10pt;">Fig 5. New Ticket Rule screen</span></strong></p><p><br></p><p>This works the same way as configuring ticket rules normally does. You can set the criteria and Outcome areas. For more details on ticket rules, check out the guides linked at the top of this guide.</p><p><br></p><p><strong><span style="font-size: 14pt;">Example Rules</span></strong></p><p>Let's set up a step rule together. On my Change Management workflow, I may want change requests of a certain category to be prioritised - i.e. if security threats needed a change, it would likely be a high priority!</p><p><br></p><p>Creating a step rule with the Criteria of Category...</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ4NDZmZmEzLWUzYmItNGMxMC05YTBkLTg4YTRjNTE1NWEzZiJ9.qKsGU-I9L6yhhX_g0yh9_LgB08YxZ8WWzGdgZF9WpUA" class="fr-fic fr-fil fr-dib" width="658" height="279"></p><p><strong><span style="font-size: 10pt;">Fig 6. Setting the Criteria as Category</span></strong></p><p><br></p><p>Contains.. Security Threats.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZkMmEzZmVlLWNhOTEtNGFiYy1iMjE3LWVlZTQ1ODUxNzk1OSJ9.M1fdmCazdORC7CwF0pPcCyUJXBPmoyJiYKOZ1ZrFYPw" class="fr-fic fr-fil fr-dib" width="656" height="321"></p><p><span style="font-size: 10pt;"><strong>Fig 7. Setting the criteria for the Category rule to apply</strong></span></p><p><br></p><p>I could then have it assigned to a member of 3rd Line Support to get this complete as soon as possible.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFkOWFjYzg1LWNiNzMtNDhiNy05OWQ2LWRhYjgyNTI1ODYxZiJ9.XNs2XfBaoC3iuyJm_UD2F3Qwf3pankTzL7MQgSDaTcE" class="fr-fic fr-fil fr-dib" width="184" height="138"></p><p><strong><span style="font-size: 10pt;">Fig 8. Setting the Outcome as assigning to 3rd Line Support Team</span></strong></p><p><br></p><p>Once I have saved this, it will now appear in the step rules table. Scroll to the bottom, press Save again. Finally, press Save in the top left of the workflow itself.</p><p><br></p><p>You now have a workflow with your new step rule!</p>
