This document discusses workflow rules and how they can be used to consolidate and simplify processes for efficiency. It provides examples of using workflow rules in CRM opportunities, project tasks, and service desk tickets. The author advocates designing workflow rules to achieve desired outcomes by first investigating existing processes and bridging any gaps before customizing rules. Tips are provided on keeping the number of active rules under 200 and separating workflows for different notifications.

1. Workflow Rules
How I Consolidated & Simplified for Efficiency

2. Gareth Brown
Director, Sytec
@garethbrown

3. Workflow Rules
Q. What are Workflow Rules?
A. An arrangement of processes,
objective based, and
repeatable, with
defined outcomes.

4. Workflow Rules
Q. When is it best to use Workflow?
A. All the time; Workflow supports management

5. Workflow Rules

6. Workflow Rules

7. Workflow Rules

8. Workflow Rules
Workspace
Alert
Update Field
Variables
Workflow
Rule
Create a
‘To Do’
Send Email

9. Workflow Rules
There are 3 areas where workflow, rules (apply);
• CRM Opportunities
• Project Tasks
• Service Desk Tickets

10. Workflow Rules
My approach to Workflow
1. Investigate what & understand why
2. Bridge the gaps
3. Reverse engineer
Design the workflow towards the desired outcome

11. Workflow Rules
Customised Workflow Rules are very simple
West Coast
Incident
Priority
Response
Escalate
Incident
Notify
Alex
West Coast Printers

12. Workflow Rules
Workspace
Alert
Update Field
Variables
Workflow
Rule
Create a
‘To Do’
Send Email

13. Workflow Rules
Customised Workflow Rules are very simple
West Coast
Incident
West Coast Printers
Response
> 20 min
Notify
Martin

14. Workflow Rules
Workspace
Alert
Update Field
Variables
Workflow
Rule
Create a
‘To Do’
Send Email

15. Workflow Rules
Objective : Design workflow that run across groups

16. Workflow Rules
Objective : Design workflow that run across groups

17. Workflow Rules
Workspace
Alert
Update Field
Variables
Workflow
Rule
Create a
‘To Do’
Send Email

18. Workflow Rules
Within the Service Desk Workflow;
there are 37 conditional attributes, including;
• Account Name,
• Account Owner,

19. Workflow Rules
Workspace
Alert
Update Field
Variables
Workflow
Rule
Create a
‘To Do’
Send Email

20. Workflow Rules
Within the Service Desk Workflow;
Workspace Alerts can be added

21. Workflow Rules
Within the Service Desk Workflow;
Multiple emails can be sent

22. Workflow Rules
There are 18 fields that are available for updating Tickets, including;
•
•
•
•
Priority,
Status
Primary Resource
Due Time

23. Workflow Rules
Within the Service Desk Workflow;
Multiple ‘To Do’ actions can be set

24. Workflow Rules
Workspace
Alert
Update Field
Variables
Workflow
Rule
Create a
‘To Do’
Send Email

25. 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

26. Workflow Rules
Next Steps?
Ask for help during CommLive!
Search out local CCP
Access the Autotask Community Forums

27. Gareth Brown
@garethbrown