Learn by example¶
This page provides some of the ideas we had for Core Workflows. Of course you can build much more complex workflows.
Hinweis
If they don’t make sense to you, don’t worry—just skip ahead to Wie funktionieren sie? to learn about all the options in detail, then come back here to see them in action.
All following workflows have the same base configurations. The workflow may not use them all.
- Gruppen
Sales
Support
2nd Level
- Attributes
Category (Tree-Select, not mandatory, agents only)
Approved (Boolean, not mandatory, not shown,
false
as default)Operating System (Text, not mandatory, not shown)
Software used (Select, not mandatory, not shown)
- Group specific values and fields
This workflow set depends on the category field. It reduces the available set of values based on the group selected.
This reduces the category options to
2nd Level/*
,Internal/*
andOthers
. It also sets further required fields to mandatory and visible.This reduces the category options to
Support/*
,Internal/*
andOthers
. It also sets further required fields to visible.- The Result
This is what the agent would experience with the above workflows in place.
- Approval process
In this case
approved
is visible to agents by default. For this workflow, an additional roleApproval person
is required (no further permissions).Tipp
This workflow may work best in combination with a trigger but technically, this is not required.
Select fields may be a better approach because they allow more values than just a simple
true
orfalse
.- The result
- State dependent mandatory fields
This workflow sets
Category
to mandatory if the agent wants to set the statesclosed
orpending close
to enforce categorization.- The result