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