States and Transitions
Workflows in the Service Catalog provide a structured approach to managing the lifecycle of tickets through different states and transitions. The workflow functionality allows you to define the path a ticket takes from creation to resolution, ensuring consistency in ticket processing and enabling automation at various stages.
States
States represent the different stages a ticket can be in during its lifecycle. Each state indicates the current status of a ticket, such as "New," "In Progress," "Pending," or "Resolved."
State Components
- State Name: Each state has a unique name that describes its purpose (e.g., "New Ticket," "Under Investigation").
- State Properties: States can have properties such as auto-assignment rules, SLA timers, and visibility settings.
- State Actions: Specific actions can be configured to trigger automatically when a ticket enters a state.
Transitions
Transitions define how tickets move from one state to another and what happens during that movement.
Transition Components
- Transition Name: Each transition has a descriptive name (e.g., "Begin Investigation," "Escalate to Tier 2").
- Transition Direction: Transitions connect states in a specific direction, showing the allowed paths a ticket can take.
- Transition Conditions: Rules that determine when a transition is available (e.g., only certain roles can perform specific transitions).
- Transition Actions: Actions that execute when a transition occurs, such as sending notifications or updating fields.
Creating Transitions
To create a transition between states:
- In the Workflow Editor, select the source state.
- Click on the connector icon and drag it to the destination state.
- Provide a name for the transition.
- Configure any conditions or actions that should be associated with this transition.
- Save the transition configuration.
Transitions control the flow of the ticket through its lifecycle and can be configured with various conditions and triggers to automate processes.