workflow rules how i consolidated and simplified for efficiency
DESCRIPTION
Workflow Rules are amazing, powerful tools for helping your business run smoothly, and for keeping track of the actions - and inactions - that are important to your success. So good, that sometimes they are overused and can grow to an unruly number. With the introduction of new operators and flexibility that help you multi-select attributes like Priority, Account Name, Status and more, you can simplify that long list of workflow rules while becoming even more efficient. [Presenter: Gareth Brown, Sytec]TRANSCRIPT
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Workflow RulesHow I Consolidated & Simplified for Efficiency
![Page 2: Workflow Rules How I Consolidated and Simplified for Efficiency](https://reader033.vdocuments.net/reader033/viewer/2022061121/546e9bbfaf795976298b579b/html5/thumbnails/2.jpg)
Gareth BrownDirector, Sytec
@garethbrown
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Workflow Rules
Q. What are Workflow Rules?
A. An arrangement ofprocesses,objective based, andrepeatable, withdefined outcomes.
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Workflow Rules
Q. When is it best to use Workflow?
A. All the time; Workflow supports management
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Workflow Rules
![Page 6: Workflow Rules How I Consolidated and Simplified for Efficiency](https://reader033.vdocuments.net/reader033/viewer/2022061121/546e9bbfaf795976298b579b/html5/thumbnails/6.jpg)
Workflow Rules
![Page 7: Workflow Rules How I Consolidated and Simplified for Efficiency](https://reader033.vdocuments.net/reader033/viewer/2022061121/546e9bbfaf795976298b579b/html5/thumbnails/7.jpg)
Workflow Rules
![Page 8: Workflow Rules How I Consolidated and Simplified for Efficiency](https://reader033.vdocuments.net/reader033/viewer/2022061121/546e9bbfaf795976298b579b/html5/thumbnails/8.jpg)
Update FieldVariables
Send Email
Create a‘To Do’Workspace
Alert
Workflow Rules
Workflow Rule
![Page 9: Workflow Rules How I Consolidated and Simplified for Efficiency](https://reader033.vdocuments.net/reader033/viewer/2022061121/546e9bbfaf795976298b579b/html5/thumbnails/9.jpg)
Workflow Rules
There are 3 areas where workflow, rules (apply);
• CRM Opportunities• Project Tasks• Service Desk Tickets
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Workflow Rules
My approach to Workflow1. Investigate what & understand why
2. Bridge the gaps
3. Reverse engineer
Design the workflow towards the desired outcome
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Workflow Rules
PriorityResponse
Escalate Incident
West Coast Incident
NotifyAlex
West Coast Printers
Customised Workflow Rules are very simple
![Page 12: Workflow Rules How I Consolidated and Simplified for Efficiency](https://reader033.vdocuments.net/reader033/viewer/2022061121/546e9bbfaf795976298b579b/html5/thumbnails/12.jpg)
Update FieldVariables
Send Email
Create a‘To Do’Workspace
Alert
Workflow Rules
Workflow Rule
![Page 13: Workflow Rules How I Consolidated and Simplified for Efficiency](https://reader033.vdocuments.net/reader033/viewer/2022061121/546e9bbfaf795976298b579b/html5/thumbnails/13.jpg)
Workflow Rules
Response> 20 min
Notify Martin
West Coast Incident
West Coast Printers
Customised Workflow Rules are very simple
![Page 14: Workflow Rules How I Consolidated and Simplified for Efficiency](https://reader033.vdocuments.net/reader033/viewer/2022061121/546e9bbfaf795976298b579b/html5/thumbnails/14.jpg)
Update FieldVariables
Send Email
Create a‘To Do’Workspace
Alert
Workflow Rules
Workflow Rule
![Page 15: Workflow Rules How I Consolidated and Simplified for Efficiency](https://reader033.vdocuments.net/reader033/viewer/2022061121/546e9bbfaf795976298b579b/html5/thumbnails/15.jpg)
Workflow Rules
Objective : Design workflow that run across groups
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Workflow Rules
Objective : Design workflow that run across groups
![Page 17: Workflow Rules How I Consolidated and Simplified for Efficiency](https://reader033.vdocuments.net/reader033/viewer/2022061121/546e9bbfaf795976298b579b/html5/thumbnails/17.jpg)
Update FieldVariables
Send Email
Create a‘To Do’Workspace
Alert
Workflow Rules
Workflow Rule
![Page 18: Workflow Rules How I Consolidated and Simplified for Efficiency](https://reader033.vdocuments.net/reader033/viewer/2022061121/546e9bbfaf795976298b579b/html5/thumbnails/18.jpg)
Workflow Rules
Within the Service Desk Workflow;
there are 37 conditional attributes, including;
• Account Name,• Account Owner,
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Update FieldVariables
Send Email
Create a‘To Do’Workspace
Alert
Workflow Rules
Workflow Rule
![Page 20: Workflow Rules How I Consolidated and Simplified for Efficiency](https://reader033.vdocuments.net/reader033/viewer/2022061121/546e9bbfaf795976298b579b/html5/thumbnails/20.jpg)
Workflow Rules
Within the Service Desk Workflow;
Workspace Alerts can be added
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Workflow Rules
Within the Service Desk Workflow;
Multiple emails can be sent
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Workflow Rules
There are 18 fields that are available for updating Tickets, including;
• Priority,• Status• Primary Resource• Due Time
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Workflow Rules
Within the Service Desk Workflow;
Multiple ‘To Do’ actions can be set
![Page 24: Workflow Rules How I Consolidated and Simplified for Efficiency](https://reader033.vdocuments.net/reader033/viewer/2022061121/546e9bbfaf795976298b579b/html5/thumbnails/24.jpg)
Update FieldVariables
Send Email
Create a‘To Do’Workspace
Alert
Workflow Rules
Workflow Rule
![Page 25: Workflow Rules How I Consolidated and Simplified for Efficiency](https://reader033.vdocuments.net/reader033/viewer/2022061121/546e9bbfaf795976298b579b/html5/thumbnails/25.jpg)
Workflow Rules
Tips for efficiency …
Maximum of 200 active workflow rules
Map out the workflow and then build rules
Changes to workflow rules do not affect existing items
Separate workflows for different notifications to end-user
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Workflow Rules
Next Steps?
Ask for help during CommLive!
Search out local CCP
Access the Autotask Community Forums
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Gareth Brown@garethbrown