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KronoDesk 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). The conditions allow you to set three types of user role:

  • The opener of the ticket can be allowed to execute the transition 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.
  • The assignee of the ticket can be allowed to execute the transition 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.
  • A user with a specified role can be allowed to execute the transition, 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.

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