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KronoDesk 1.0 Administration Guide Help Viewer

3.6.2. Edit Workflow Transition

When you click on the transition name link from the previous screen, you are taken to the workflow transition details screen:

The top part of the screen is the “workflow browser” which illustrates how the transition relates to the workflow as a whole. It displays the current transition in the middle, with the originating and destination steps listed to either side. Clicking on either ticket status name will take you to the appropriate workflow step details page. This allows you to click through the whole workflow from start to finish without having to return to the workflow details page.

Each transition has a series of conditions which need to be satisfied for a user to actually execute the transition (i.e. move the ticket from the originating status to the destination status) and a set of notification rules that allow you to specify who should get an email notification if the transition is executed. Both the conditions and notifications allow you to set three types of user role:

  • The opener of the ticket can be allowed to execute the transition, and/or be notified when the transition occurs. For example, when a ticket is marked as Waiting on Customer, the opener should be the only one who’s allowed to move it to Closed. Similarly when an incident is moved from Assigned to Waiting on Customer, the opener should probably be notified so that he knows to log in and verify that it has been resolved satisfactorily.
  • The assignee of the ticket can be allowed to execute the transition, and/or be notified when the transition occurs. For example, when a ticket is marked as Assigned, the assigned agent should be the only one who’s allowed to move it to Waiting on Customer. Similarly when a ticket is moved from Open to Assigned, the assignee should probably be notified so that he knows to log in and begin resolving the ticket.
  • A user with a specified role can be allowed to execute the transition, and/or be notified when the transition occurs regardless of whether they are the opener or assignee. For example a user with role “Manager” might want the power to close all tickets regardless of assignee status, and might also want to be notified when any ticket is marked as Non-Issue.

You can set any of these conditions by changing the drop-down list and/or check-boxes and clicking the appropriate <Save> button.