Autotask workflow rules are designed to describe and model your company’s processes with the intention of streamlining routine tasks. As is often the case with any automation process, they can improve good workflows but possibly make bad ones worse, which is why you need to define your business process.
A business process is defined as a collection of business tasks and activities that when performed by people or systems in a defined way produce a defined outcome. Common business processes are things like:
- How are tickets opened?
- How are tickets closed?
- Is there a quality control process?
- What happens if a client re-opens a ticket?
The goal should always be written down before you touch a workflow rule.
Watch this video clip from our webinar as we discuss how to define a business process:
A business process template defines key data that will be used in Autotask workflow rules and UDFs and includes:
- Define a business process ID at the top.
- Be sure to define the impacted department. Note that this may sometimes be departments and naming conventions must accommodate this. Some business processes may impact both sales and Help Desk. For example, sales may win a quote that becomes a ticket.
- The goal is to define the outcome you want, which was previously defined as a key element of a business process. Remember, the goal should always be written before you touch a workflow rule.
- Define the specifics. In the BP cycle, consider this the “translate” portion of taking your goal and translating that into rules and variables inside Autotask.
To access the full webinar on Using Autotask Workflow Rules to Implement Business Processes, fill out the form below!