Section — Workflows

Section — Workflows

What this section captures

Workflows define the lifecycle steps a ticket walks through — from creation to closure — for each request type. A workflow is a sequence of steps; each step typically has an owner group, an action description, and a transition rule for what happens when the step is complete.

Workflows come in three flavours:

• Main — the standard end-to-end path for a request type.
• Immediate — the steps triggered the moment a request is raised (often: validate, assign, acknowledge).
• Closing — the steps run on resolution (often: confirm, survey, close).

Why it matters

Workflows are referenced by every Request Category row. A category without a workflow has no defined lifecycle — the technician has to invent it on each ticket, which is slow and inconsistent.

How to fill it in

1. For each distinct workflow, click + Add Workflow and give it a Name (e.g. New Hardware Order) and a Kind (Main / Immediate / Closing).
2. On the workflow’s detail page, add steps in order. For each step:
   • Step name — what the technician sees.
   • Owning group — which team performs this step.
   • Description — what they should do.
   • Transition — what state the ticket moves to on completion.
3. Approval works per-workflow on this section, not section-wide. Submit, manager approve, and Tekwurx approve each workflow individually from its detail page.

The Workflows roll-up

Because workflows are approved per-row, the engagement overview shows the Workflows section as a roll-up — “X of Y approved”. The section is considered Final only when every individual workflow has reached Final.

Approval implications

Per-workflow approval means you can ship the engagement’s easy workflows early while the complex ones are still in review. Editor permission lets you add new workflows even while other workflows are mid-review.