Workflow: Event

Event workflows are triggered by various events that occur in the interface. These include, for example:

Ticket or user actions

CI actions

Actions in a KB article

 

Note:

Although incoming emails trigger an event, they are handled in special workflows rather than in event workflows. For more information, see Notifications and Mail2Workflow.

 

Events registered via the Event module always create a new ticket. In this case, no event workflow is triggered; instead, the start workflow from the respective ticket schema is used (as if the ticket were created manually). See Events.

 

The following figure shows an example of an event workflow. In this case, it sends an email to the owner of a ticket as soon as a comment is added to the ticket. The email also includes the text of the comment.

Dieser Workflow wird in der Ticket- bzw. Benutzeraktion im Ticketschema hinterlegt:

Every time a user adds a comment to a ticket, the workflow is triggered and an email is sent. (Additional requirements for this include a configured notification template and a notification schema.)