Processes

Processes and stages

A process is for work that moves through a clear path. Each stage tells the team where the record is right now and what can happen next.

How a process feels on a ticket

When a ticket is in a process, the current stage shows as its status. The allowed next steps show as buttons, so the agent does not have to guess what to do next.

Example process

1. 1A new incident starts in New.
2. 2An agent clicks Start investigation.
3. 3The incident moves to Investigating.
4. 4When the issue is fixed, the agent clicks Mark resolved.
5. 5The incident moves to Resolved.
6. 6If the customer confirms it is fixed, the agent clicks Close incident.

What a stage can include

• Manual transitions, which are the buttons people click.
• Approvals, where the process waits for a decision.
• Guards, which stop a move unless a condition is true.
• Timers, which move or remind after time passes.
• Actions that run when the record enters the stage.