Workflows Overview

Workflows in Rev.io allow you to build structured, multi-step processes that guide your team through the work required to complete a ticket. Workflows are made up of two components: flows and workflow notifications.

• Workflow notifications are what you may have previously known simply as "workflows" in Rev.io. These are the automated notifications that trigger based on system events, such as a ticket being created or a calendar item being updated. All notifications you had already built are still in place and will continue to work as before.
• Flows are the new addition. A flow is a series of phases and actions that can be assigned to a ticket to guide your team through a defined process from start to finish. Flows are built and managed in the Workflows area of the Admin module alongside workflow notifications.

Contexts

Workflows are organized by Context, which determines the area of the system where a workflow applies and filters the available options accordingly. The following contexts are currently available.

• Tickets: Supports both workflow notifications and flows. This is where all flow-building functionality is available.
• Calendar: Supports workflow notifications for calendar item events.
• Billing: Supports workflow notifications for billing events.

All existing workflow notifications have been automatically moved into their corresponding context. No data has been lost and no action is required on your part.

Flows vs. Workflow Notifications

Flows are used to build and assign structured processes to tickets, while workflow notifications send automated alerts based on system events. The table below summarizes the key differences.

General Process

Below is the general process for setting up and using flows in Rev.io.

Step 1: Create Your Actions

Before building a flow, create the reusable actions that will make up your phases.

1. Click Admin in the sidebar menu and select Workflows.
2. Select Tickets from the Context dropdown.
3. Click the Action Library tab.
4. Click the Create Template button and fill in the action details.
5. Click Save.
6. Repeat for each action you want to use across your flows. 

ℹ️ See the Create/Edit Workflow Actions article for more information.

Step 2: Build Your Flow

Once your actions are ready, assemble them into a flow.

1. Click Admin in the sidebar menu and select Workflows.
2. Select the appropriate area of the system from the Context dropdown.
   NOTE: Tickets are currently the only supported context.
3. Click the Flow Builder tab.
4. Click the Add Flow button, enter a name and description, and click Save.
5. Click the Edit button to edit the flow.
6. Click + Add Phase to add your first phase. Enter a name, description, and gate logic setting.
7. Click + Add Action within the phase and select the actions that belong in that phase.
8. Click + Add Route to define the paths available when leaving the phase.
9. Repeat for each phase in the flow.
10. When finished, activate the flow by clicking the Status toggle on the Edit Flow screen or from the Flow Builder tab.

ℹ️ See the Create/Edit Flows article for more information.

Step 3: Review the Visual Map

As you build your flow, the Visual Map generates automatically. Use it to verify the structure of your flow before putting it into use.

1. Open the flow from the Flow Builder tab.
2. Click the Visual Map tab to review the phases and routes.
3. Drag and drop phase cards to rearrange the layout for clarity if needed.
4. Click Export Map to export the map for use outside of Rev.io.

ℹ️ See the Workflows: Visual Map article for more information.

Step 4: Assign the Flow to a Ticket

Once a flow is active, assign it to a ticket to put it into use.

1. Open the ticket where you want to assign the flow.
2. Click the Workflows tab on the ticket detail view.
3. Click the + Add Flow button and select the flow.
4. The flow launches automatically, placing the ticket into the first phase and creating the associated tasks.

ℹ️ See the Ticket Details: Workflows Tab article for more information.

Step 5: Work Through the Flow on the Ticket

As your team completes the work on each phase, advance the flow by selecting a route.

1. Complete the actions in the current phase per the gate logic requirements.
2. When the gate logic conditions are met, select a route to advance the flow to the next phase.
3. The next phase launches automatically and creates its associated tasks on the ticket.
4. Repeat until all phases are complete.