Using SmartWorkflows in Rocketship: A Guide to Published Workflows

SmartWorkflows in Rocketship offer a powerful toolset that not only facilitates various changes performed by Rocketship but also empowers you and your team to directly utilize them by “publishing” a workflow. In this knowledge base (KB) article, we will explore the most common examples of how customers leverage Published Workflows to optimize their business processes.

Where can they be edited?

SmartWorkflows can be edited through the Admin Portal by navigating to the “Workflows” section and selecting “Custom Workflows.” In this area, you will find the SmartWorkflows that have been created, and you can make changes or updates as needed to tailor them to your organization’s requirements.

Where will they be when published?

Once SmartWorkflows are published, they become accessible in the Rocketship/CMD Ticket Insight platform under the “Workflows” section. Users and technicians can easily locate and utilize the published workflows from within this interface. The “Workflows” section in Rocketship/CMD Ticket Insight will display the list of available SmartWorkflows that have been made public and are ready for use by your team.

Helpful Examples

1. Send to Account Manager (AM): The “Send to AM” Published Workflow streamlines the process of sending a ticket to your designated account manager. With the Note Required setting enabled, technicians are prompted to enter notes while utilizing the workflow, ensuring adherence to your business rules. This workflow is particularly helpful when a ticket’s status needs to be set to a specific state like “Waiting AM.”
2. Send to Dispatcher: The “Send to Dispatch” Published Workflow is ideal for sending a ticket to your dispatcher when additional assistance is needed. Technicians can rely on this workflow, with the Note Required setting enabled, to inform the dispatcher about non-responsive customers or similar situations. The workflow allows dispatchers to step in promptly and provide support.
3. Define Next Steps: Often used in conjunction with User-Defined Fields (UDF) on a ticket, the “Define Next Steps” Published Workflow enables technicians to enter notes on the next steps to be taken. While the escalation engine includes last/next steps notes, this custom workflow is perfect for technicians who wish to track these notes for their reference without initiating escalation.
4. Define Root Cause/Issue: Similar to the “Define Next Steps” workflow, the “Define Root Cause/Issue” Published Workflow empowers technicians to update a UDF created within a ticket with their determination of the root cause or issue. This ensures comprehensive documentation and aids in efficient problem resolution.
5. Send Back to Waiting Customer (WC): For cases where a customer has an auto-response indicating their unavailability for a few days, the “Send Back to WC” Published Workflow comes in handy. Instead of enabling the Note Required setting, this workflow utilizes the Log Use feature to automatically add a note to the ticket, specifying the user who initiated this workflow. This avoids the need for redundant notes while maintaining transparency in the ticket’s history.

Conclusion

Published Workflows in Rocketship’s SmartWorkflows feature offer significant advantages in streamlining your business processes. By implementing these commonly used workflows and customizing them to your specific requirements, you can enhance collaboration, adherence to business rules, and improve overall efficiency within your team. Remember to consider whether the Note Required setting is appropriate for each workflow to ensure accurate documentation and compliance with your operational standards.