As an Admin, you can set up Workflows for Issues, depending on customisable criteria.
But let's take a step back here, what are Workflows? As seen in our Issue Business Rules article:
A workflow is a sequence of tasks that take place when a certain condition in your Op is met.
How to create an Issue Workflow
To create an Issue Workflow, you will need to set up:
The IF trigger (conditions)
And your THEN (consequent actions).
For this example we will build the following Workflow: When an issue is raised that is given an Urgent priority (IF; condition), send an email to everyone in the Senior Manager position (THEN; action).
You can create a new workflow as follows:
Navigate to Operations > Business Rules and click on the + button on the bottom right corner
In the pop-up window, add a Title for the workflow and select the condition that will trigger the Business Rule, then click on Create
Following the IF/THEN logic, you can also utilise the And/Or buttons to define additional criteria for the IF condition that will trigger the THEN action/s.
The THEN options allow countless combinations of actions such as assign another Op, notify someone external via email, raise an Issue, send an SMS, etc.
This was our last Advanced Training Article!
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