Branching Workflows in Service Desk
Be able to create branching workflows based off of answers made in a work flow. Example new account request may have a question do we need to order a computer, if yes create these tickets, if not then create these other tickets.
Juergen Fritz commented
Yes! We need this. This will be great! Please vote all for this!
Johnny Pierre commented
This would be great if/when implemented.
This is definitely a feature that is needed. I am trying to create a decision tree using KB articles right now so that the TSC answering the phone can open the proper tickets, assign to the proper technician and also be able to do better First Call Resolution. Using the KB to do a decision tree is very time consuming for me to create and also the technicians answering the phone to use.
William Melton commented
omg certainly this is a feature that's needed. I need to be able to add fields such as - radio, multiple choice, text field, checkboxes, dropdown, comment boxes. The workflow would be great, but its limited to what I can do with it for now until this is scripted to add this change. I should have the option of using the ticket default categorys format or creating my own workflow.