OnCreate Workflow

OnCreate workflow is a special type of workflow that is linked to Job Templates and is executed automatically after the job has been logged.

It is a very powerful workflow/process concept and can be used in so many ways. Here’s some ideas that you might be able to use.

10 things to do with OnCreate Workflow

1 - Reassign jobs to the correct person / team

Use some sort of workflow decision object to arrive at a Yes/No outcome, and then use that outcome to use an Action Template to re-assign the job to a person and/or a skillgroup. Examples might include:

• What is the priority of the job?
• Who is the client/company for the job? Are they a VIP?
• Does the job contain critical, or sensitive information?

2 - Validate the client/site for subscription currency

Is the client entitled to support?

Check some value against the client/site for the job/ticket and then depending on the outcome, either continue with the job, or close it, send a “You’re out of subscription” email, followed by an Approval request to the service-desk team to continue with support, or close the ticket.

This is great for service-based businesses, and can help you stay on top of support subscriptions.

3 - Sales / CRM - based automation

For sales / CRM configurations, it’s common to receive an email when a prospect downloads something, fills-in an online form (contact/demo request/further info form). After this email has been converted into a job via the Email Manager, use the OnCreate workflow to send out a welcome pack (email with product information etc), and then use the Workflow Pause object to delay the workflow and then send out another email in a day or so as a followup. This workflow can either be put in a loop with a job-based decision to regulate (ie. Has the client responded to an email), or be configured as a series of cascading intervals….or both!

4 - Auto responders for known issues

Product support scenario.

When incoming responses/bug reports/issues are reported by users for a product and it’s a “known issue”, use the OnCreate workflow to send appropriate information via email back to the user. Following this, configure a Workflow Pause to wait a day, and then send another “Did that fix your issue” style email.

Set the job status of the job to something like “Awaiting client”,and classify the job as a “Known issue”

Use the Priority Manager to automatically close the ticket if no response is received from the client after a period of time, despite multiple actions to help assist them.