In the new version of HelpDesk, new workflow dependencies have been added, making relationships between the Progress and Escalation State fields and between the Service Type and Problem Area fields.
These workflow templates are currently disabled.
If you intend to use SLA, we suggest that you modify these workflow rules to match your Progress and Problem Area choice values, and then enable the templates.
How to do this:
- In Web Admin (Workflow tab) select the new "Escalation Workflow" template.
- Update and/or create new workflow rules so that each of your Progress choices sets the correct Escalation State.
- Go to the template properties, and enable the "Enable in all Web views of the project" checkbox.
- Select the new "Service Type - Problem Area" template.
- Update and/or create new workflow rules so that each of your Problem Area choices are associated with at least one of the new Service Type choices.
- Go to the template properties, and enable the "Enable in all Web views of the project" checkbox.
- Apply the workflow.
- Repeat for all projects.
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You can also find this information in the help and upgrade readme for future reference.