• Workflow steps define what approvals tickets submitted using the Template must go through to complete them
• They are configured inside the Template Edit view, Workflow Steps option on the left hand side
• To edit workflow steps, you must first enter edit mode using the Edit Template button at the bottom

Workflow Types

Workflows can be configured to happen in one of 3 ways: linear, parallel, or linear (general queue). The workflow type can be set above the list of workflow steps. The below image contains a description of how each type functions.

Adding and Removing Steps

• New workflow steps can be added below existing steps by clicking the Add Workflow Step button at the bottom, inside Edit Mode
• You can also insert new steps below an existing one, or duplicate an existing steps, using the hamburger menu (3 horizontal lines) beside each field
• You can also remove steps using the hamburger menu dropdown option

Rearranging Steps

• You can rearrange steps by using the drag handle icon (6 dots, beside the hamburger icon), and dragging the workflow step to the desired position

Step Options

Each step contains options to allow further customization of workflow behavior. These can be viewed by expanding the field card by using the arrow icon near the hamburger menu and drag handle icons. These are:

• Workflow step responder: The user or user group responsible for approving the workflow step
• Instruction: Text based instruction for what needs to be done on the workflow step
• Conditionally visible: Determines if a workflow step should only appear based on field inputs.
• Tag: Optional internal tag for the step, which can be used to group similar step together across templates
• Subtasks: A list of subtasks that appear on every workflow that gets created, that can be checked off during the processing of an individual step. Timestamp of checked off subtasks and user that checked them off is tracked in the system and visible on a ticket level.