General Overview of Tickets in Workflows
Client Interaction
When viewing a ticket in TDNext that is in a workflow, you can see the name of the workflow, current step(s), and who they are assigned to on the right portion of the ticket details window:
In the above example, the ticket is:
- In the 'Non-Travel Employee Reimbursement' workflow, shown under Workflow
- On two concurrent steps in the workflow waiting to be completed, listed under Current Activities:
- Employee Acknowledgement
- Choice Step
- Assigned to Anoop
- Authorizing Personal Approval
- Choice Step
- Assigned to Hannah
Depending on your TDNext Technician access, you may not have the ability to act on steps assigned to others (Approve or Reject in the choice step example above). If not, you would only see the 'Re-send Notification' option.
For a visual representation of workflow progress, click 'View Progress' in the Workflow module:
With this view, you can see the current step(s) highlighted in blue (Authorizing Person & Employee Acknowledgement), the paths the workflow has taken to reach them, and the remaining paths eventually leading to a workflow completion of Approve or Reject.
It's recommended to use the 'View Progress' view when testing workflows and refreshing the window (F5) after completing steps to keep track and verify workflow paths are progressing as intended.
Important: Replying to TDX ticket notifications via email to post on the ticket's comment feed does not work in the sandbox environment.
A new ticket with a workflow will be in the default status determined by your application (typically New) as any other ticket, but may change statuses based on the workflow settings once it reaches Approval or Rejection. For instance, the 'Non-Travel Employee Reimbursement' example above in the SSC Tickets application stays in New status upon approval, but changes to 'Workflow Choice Determined - Ticket Closed' if a Rejection is reached:
Important: When communicating with step assignees via Actions > Update or by leaving a comment in the feed, only assignees with Task steps will be added automatically as an additional ticket contact once the step is reached. You will need to manually add non-Task (Choice or Approval) step assignees as additional ticket contacts before they will be an option to notify via Actions > Update or by leaving a comment in the feed. Actions > Update and entering their name in the 'Notify Other People' field is a way to communicate with non-Task step assignees, but they will not have visibility to the ticket outside of when they are assigned a step.
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Once an client is assigned a step, they will receive a TDX system email to act on it.
Clicking on the 'Employee Acknowledgement Workflow Step' link in the email will take them to the Current Workflow Step details page:
This example is for a Choice step, but there are other types as well: https://solutions.teamdynamix.com/TDClient/1965/Portal/KB/ArticleDet?ID=7989
If a client loses track of a Workflow Step Assignment email, technicians can re-send the notification, or it can be found easily in their 'My Approvals' page.
Portal navigation to 'My Approvals':
Clicking the link in the respective row under the Step column will take the client to the Current Workflow Step page shown a few images above
Client Interaction
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