Overview
In the Service and Support Tickets article, you learned about how this client portal is seamlessly connected to our ticketing support application, enabling efficient interaction with your tickets. When you initiate a support request or engage in various business processes through the service catalog, a "ticket" is created. Tickets are automatically assigned to support staff for resolution. The specific sub-departments within the Finance Division and University Human Resources depend on which support application you use.
Furthermore, certain tickets may also be assigned a ticket workflow based on the requirements of the associated business process. This article delves into the aspects of ticket workflows and provides guidance on how to navigate effectively.
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Table of Contents
This article covers the following aspects of ticket workflows:
- Workflow assignments
- Taking action on workflow assignments
- Viewing your pending assignments
In most cases, there are two types of workflow assignment steps: Approval Steps and Choice Steps.
- Approval Steps: These steps can be assigned to an individual or a group of individuals, depending on the workflow configuration, to align with the business process requirements. For instance, in the case of PCard requests (new and change), approval steps are assigned to specific employees designated by the requester during form completion. Approval steps can also be assigned to predefined approver pools, such as the CFO Approval workflow associated with the Expense Adjustment Request form. Approval steps typically present options to Approve or Reject, which triggers action based on that steps's defined workflow behavior.
- Choice Steps: Choice steps function similarly to Approval Steps, but instead of Approve or Reject, you are presented with one or multiple predefined choices. The subsequent system actions are also predefined within the workflow.
When a workflow step is assigned to you, it generates a dedicated subpage within the ticket where you can complete your required action. This subpage is linked near the top of the ticket in the client portal, along with other details about the workflow, such as the workflow title, stage(s) (if applicable), and the current workflow steps (See Figure 1). On the Approval Step details page, you will find the step title, the assignee's information, notes about the workflow's handling of the step, and a description of what you are to approve or make a choice about (See Figure 2). Additionally, a link to the ticket itself is available at the top of the page, allowing you to return and review the ticket details before taking action. When a workflow step is assigned to you, the system generates an email containing the ticket and assignment details and a direct link to the respective subpage. You can assess your approval assignments via the individual emails or collectively via the My Approvals page (see below).
Similar to the ticket request page, the My Approvals page provides a comprehensive list of all your pending workflow assignments. This includes not only assignments from the Finance Division and HR, but also any Team Dynamix tickets you have opened with other departments utilizing this ticketing system at UGA. Therefore, you may also encounter workflow assignments from sources outside the F&A Support portal. The default view displays your pending assignments, or use the status drop-down to search for previously approved, rejected, or completed workflow assignments.