Creating a workflow

By default, each queue uses one of the standard workflows that the queue owner selects when creating it. If the standard workflow in the queue doesn't suit you or you want to change its settings, you can create a new workflow or copy an existing one.

Creating a copy of an existing workflow

1. In the left-hand panel, click  Queues and select a queue.

2. In the top right corner of the queue page, click  Queue settings.

3. Go to the Workflows tab and, on the standard workflow card, click Duplicate.

   If you click Edit on the standard workflow card, a copy of it is created automatically and the workflow editor opens.

4. To edit the workflow copy you created, click Edit on its card; the workflow editor opens:

   • Adding a status to a workflow
   • Add a transition between statuses

5. Set up issue types and resolutions for the workflow:

   • How to set up issue types
   • How to set up resolutions

Copying a workflow from a different queue

To copy a workflow from a different queue:

1. In the left-hand panel, click  Queues and select a queue.

2. In the top right corner of the queue page, click  Queue settings.

3. On the Workflows tab, in the upper-right corner, click Copy workflow from a different queue.

4. In the window that opens:

   • Select the queue to copy the workflow from.
   • Select the workflow to copy.
   • Enter a name for the new workflow in your queue.

5. Click Copy.

When you copy a workflow from a different queue, the workflow diagram is transferred with all statuses, transitions, and their settings. Issue types and resolutions from the other queue aren't transferred.

Creating a new workflow

To create a workflow:

1. In the left-hand panel, click  Queues and select a queue.

2. In the top right corner of the queue page, click  Queue settings.

3. Go to the Workflows tab and click Create workflow in the upper-right corner. The workflow visual editor opens.

4. In the workflow editor, add statuses and transitions between them:

   • Adding a status to a workflow
   • Add a transition between statuses

   For all transitions to a final status, such as Closed, we recommend setting up a transition screen that requires filling in the resolution: How to set up a transition screen. The resolution can affect closed issue tracking and searching with filters.

5. When you finish setting up the workflow, click Save in the upper-right corner.

6. In the window that opens, add issue types and resolutions to the workflow:

   1. Click Add issue type, then select a type from the list.
   2. For each issue type, add resolutions: next to the issue type, in the Resolution column, click and select the ones you need from the list.
   3. Click Apply.

Deleting a workflow

To delete a workflow:

1. In the left-hand panel, click  Queues and select a queue.

2. In the top right corner of the queue page, click  Queue settings.

3. Go to the Workflows tab.

4. From the workflow you want to delete, remove the resolutions and issue types.

5. Delete the workflow itself: on the workflow card, click .