To setup workflow, go to ADMIN -> WORKFLOW tab.
The ability to customize the workflow steps in TeamSupport is an extremely powerful feature. Basically this section allows you to define the possible next steps that a ticket can take when one status is selected.
While you may have defined several statuses for a given ticket type (above), most organizations want to impose work rules to make sure that a ticket cannot go from one status to another that doesn’t make much sense.
For example, you probably don’t want a Feature Request to go from “Open” to “Added” directly. You would probably want to make sure it goes to “Feature Request Approved” then to “In Design”, then to “Under Development”, then to “In QA”, then “Added”. Going from “Feature Request Approved” directly to “In QA” wouldn’t make a lot of sense.
In the Workflow section you first select the ticket type, then select the Ticket Status. The fields in the grid below will show only the steps which are the next possible steps from the one selected in Ticket Status. To use the previous example, if you selected “Open” in the ticket status pulldown, you might want to select “Feature Request Approved” and “Feature Request Not Approved” as possible next steps.
When the ticket is opened, and the user goes to change the status, only the statuses which are available as the next statuses will be displayed.
We realize that these are potentially complex topics, but they are some of the most powerful features within TeamSupport. We encourage you to call our support team if you have any questions or would like to get some customized administrator training.
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