Workflow Configuration Options

In this article, you will learn about all of the options available to you when you set up Workflows for 811 accounts in the UtiliSync Admin app. Only a user with admin access can set up this functionality.

Conditions: choose the conditions to trigger the Workflow

Priorities are set by each one-call center. At least one option must be selected.

Ticket Types are set by each one-call center. At least one option must be selected.

Days can be set to All Days, or specified by shift. This is very useful for on-call and weekend working employees. For example, if you have a user that is responsible for all tickets that come in on Saturdays and Sundays, you can set the conditions as pictured below.

Hours can be set to All Hours, or specified by shift. This is very useful for on-call and swing-shift employees. For example, if you have a user that is responsible for all tickets that come in after normal working hours, you can set the conditions as pictured below.

Assignment Area must be established before the Workflow can refer to it. For more information on setting assignment areas, see this article: Auto-Assign Ticket Areas.

Actions: choose the actions the Workflow will take

Assign Ticket will automatically assign all tickets fulfilling the set conditions to the user specified.

Send Email Notification* will automatically send an email notification for all tickets fulfilling the set conditions to the user specified.

Send SMS Notification* will automatically send an SMS (text) notification for all tickets fulfilling the set conditions to the user specified.

*Notifications set up in Workflows are more advanced and specific. If you want to set up basic, straightforward Notifications, see this article: Configure Emergency, Rush, and Late Ticket Notifications.

Success! Now you know all of the customizable settings in the Workflows tool. See this article to get step-by-step instructions to Create Workflows.