Workflow Automation Guide
Workflows automate repetitive actions by responding to events in your account. When a trigger condition is met, the workflow executes one or more actions automatically.
Creating a Workflow
- Navigate to Workflows (found in the sidebar or settings).
- Click Add.
- Enter a workflow name and description.
- Configure the trigger:
- Trigger Entity: The type of record that triggers the workflow. Supported entities: Task, Incident, Issue, Note, Test Case, Test Cycle, Sprint, Release, Compliance Framework, Compliance Requirement, Compliance Control, Compliance Policy, Compliance Procedure, and Custom Object Entry
- Trigger Event: When the workflow fires: Created, Updated, or Deleted
- Trigger Conditions: Optional conditions that must be true for the workflow to execute (e.g., only when status changes to a specific value)
- Click Save.
Adding Actions
- Open the workflow you created.
- Click Add Action.
- Configure the action (e.g., send a notification, update a field, create a related record).
- Set the action order if you have multiple actions. Actions execute in sequence.
- Click Save.
Custom Object Entry Triggers
When using Entry as the trigger entity, you must also select the specific Object Type. This allows you to create workflows that respond to changes in your custom data.
Enabling and Disabling
Toggle a workflow on or off using the Enabled switch. Disabled workflows do not execute even when trigger conditions are met.
Email Workflows
When using Email as the trigger entity, additional capabilities become available:
- Email Classification Condition: Add a condition on the “Email Classification” field to distinguish between new inbound emails and replies to existing tickets. Set the value to “New Email” for fresh conversations or “Reply to Existing Ticket” for follow-ups. This lets you create separate workflows for each scenario.
- Target Shared Mailboxes: Optionally restrict the workflow to trigger only for emails received in specific shared mailboxes, or leave empty to trigger on all shared mailboxes.
- Extract Ticket References: An email-specific action that scans the inbound email subject and body for ticket reference numbers (e.g., TKT-00042) using a configurable regex pattern. Extracted references are stored in the workflow execution context for use by subsequent actions.
- Link Email to Ticket: An email-specific action that reads extracted ticket references from the execution context and creates entity link records between the email and each matched ticket. Place this action after Extract Ticket References in the action sequence.
Chain Depth
Workflows can trigger other workflows (chaining). The Max Chain Depth setting prevents infinite loops by limiting how many levels deep workflow chains can go.
Execution History
View the execution history for each workflow to see when it ran, what triggered it, and whether it succeeded or failed. Use this to debug and monitor your automations.
Filtering and Searching
Filter workflows by status (enabled/disabled) or search by name.