Once submitted, tickets start in the In Progress status and appear in the Ticket Hub for relevant users. A notification is sent out to the appropriate workflow users to kick off the workflow process.

Ticket tracking is done in the Ticket details page, which contains information about the ticket submission details, status of the workflow, actions to update the ticket and workflow status, and an activity log of actions performed on the ticket.

Ticket details UI with actions, workflow information, and submitted form data

Ticket Actions

Near the top of page, controls allowing users to manage the ticket are visible. Please note that the majority of these controls are enabled only for ticket responders (See Who is a Responder documentation to learn more).

• The Approve button is enabled for users when the ticket’s current step is their user or a user group they belong to. Current step is defined as the first non-approved step in the list of workflow steps. This action approves the current step and automatically reassigns the ticket to the next workflow user, and sends them a notification.
• Approving the final step automatically completes the ticket.
• Individual steps may also be approved out of order by using the Edit button inside the workflow card (user must be a responder).
• The reject, complete, and cancel buttons are available to ticket responders and update the ticket status to Rejected, Completed, or Cancelled. The reject button also allows you to reject the current or previous workflow step instead of the ticket status as a whole.
• Reassign changes the current ticket assignee without altering the workflow in any way. This allows users to take ownership of the current state of the ticket and unlocks some of the responder only buttons.
• For example, to complete a ticket that is assigned to someone else, a ticket responder first needs to Reassign the ticket to themselves, then use the “Complete” action to approve all remaining steps and set the ticket status to “Completed”.

Ticket actions menu

Workflow Details

The workflow details section contains the list of workflow steps, which you can click into to view details for a specific step:

• Workflow steps status (Approved, Rejected, or Incomplete)
• When and who it was approved and rejected by
• Time spent on step, and if enabled, defined step SLA
• If you are a ticket responder, an edit button allowing you to manually change the status of any workflow step

Workflow details with the first step expanded