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Workflows OverviewWorkflows: Action LibraryCreate/Edit Workflow ActionsWorkflows: Flow BuilderCreate/Edit FlowsWorkflows: Visual MapWorkflows: NotificationsCreate/Edit Workflow NotificationsUsing Tokens on Workflow NotificationsConfiguring In-App Workflow NotificationsConfiguring SMS Workflow NotificationsConfiguring Slack/Microsoft Teams Workflow Notifications Configuring SLA Workflow NotificationsConfiguring Billing Workflow Notifications
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Create/Edit Workflow Notifications

The Create/Edit Workflow Notification screens allow you to create and edit workflow notifications in your instance. Workflow notifications are automated alerts that fire when a specific event occurs in the system, such as a ticket being created or a ticket status being updated.

Step 1: Name & Triggering Event

Each field on the Name & Triggering Event step is defined below.

No.LabelDefinition
1Workflow NameName of the workflow notification.
2Triggering EventEvent that triggers the workflow notification. Available triggering events vary by context and include options such as Ticket Created, Ticket Status Updated, Ticket Tech Assigned, Ticket Activity Note Created, Calendar Item Created, and Calendar Item Modified.

Step 2: Set Conditions

Each field on the Set Conditions step is defined below.

No.LabelDefinition
1Add ConditionClick to add a condition to the workflow.
2MatchClick to select the condition the workflow needs to match in order to trigger. Match options include Match All, Match At Least One, and Match None.
3<Field>Select the field that triggers the workflow. Field options vary depending on the Triggering Event selected.
4<Filtering Operator>Select the operator that relates the record to the condition. Operator options include Equals, Does Not Equal, Contains, Does Not Contain, Starts With, Does Not Start With, Ends With, and Does Not End With.
5<Value>Enter or select the value that should/should not exist in the field selected for the workflow to trigger. Value options vary based on the field selected, but can include True/False, calendar dates, dropdown options for the field selected, or free-form text.

The following actions are available on the Set Conditions step.

  • Add a condition by clicking the Add Condition button.
  • Reorder conditions by clicking and dragging the grid icon at the start of each condition row.
  • Remove a condition by clicking the delete icon at the end of the condition row.

Step 3: Set Reaction

NOTE: This section covers the fields shown when configuring a workflow with the Email Reaction Type. For more information on the other Reaction Types, see the Configuring SMS Workflow Notifications, Configuring In-App Workflow Notifications, and Configuring Slack/Microsoft Teams Workflow Notifications articles.

Each field on the Set Reaction step for email reactions is defined below.

No.LabelDefinition
1Reaction TypeSelect the reaction type for the system to use when the workflow triggers. The fields for the Email option are shown below. For information on other Reaction Types, see the Configuring SMS Workflow Notifications, Configuring In-App Workflow Notifications, and Configuring Slack/Microsoft Teams Workflow Notifications articles.
2From NameThe name on the email address that the notification email sends from when the workflow triggers. NOTE: This field is read-only on this screen.
3From EmailThe email address that the notification email sends from when the workflow triggers. NOTE: This field can only be updated by an administrator in the Admin module.
4Recipients

If desired, select a recipient option instead of, or in addition to, entering a specific email address.

  • Internal Users. Any internal employee attached to the triggering entity. Token equivalents include Primary Tech Assigned Email Address and Associated Tech Email Addresses.
  • Internal Groups. The user group on the triggering entity
  • External Parties. Any external contact or email recipient attached to the triggering entity. Token equivalents include Primary Contact Assigned Email Address and Associated Contact Email Addresses.
  • Contact Types. Select from a list of Contact Types configured for customer accounts and send the notification email to contacts matching that specific type.
5To Email

Enter the email address where an email should be sent when the workflow triggers.

NOTE: An email address is not truly entered in this field until you press the Enter or Tab key on your keyboard.
6Subject LineEnter the subject line for the email to be sent when the workflow triggers. For more information about using tokens in the subject line, see the Using Tokens on Workflow Notifications article.
7BodyEnter the body of the email to be sent when the workflow triggers. For more information about using tokens in the body, see the Using Tokens on Workflow Notifications article.
8Create/SaveClick to create/save the workflow with the information entered.

Available Actions

The following actions are available on the Create/Edit Workflow Notification screens.

  • Navigate between steps using the arrows at the bottom of each step or by clicking the step numbers at the top of the screen.
  • Collapse or expand the Workflow Visualizer sidebar by clicking the double arrow icon on the right side of the screen.
  • Save the workflow notification by clicking the Create or Save button on the Set Reaction step.

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