The Availability of Workflow Actions

The workflow management mechanism allows you to control which Actions are available at the different phases of an object's lifecycle. This ability not only maintains the consistency of your workflow, but it simplifies a technician's daily tasks by providing them only with the options they need at any given time.

The following aspects control the availability of an Action:

When in the lifecycle of an object the step can be applied

Not just any Action can be applied to an object at any given time. For example, in a reasonably well defined Ticket management workflow, a Ticket must be assigned to a technician before it can be worked on. Since object's lifecycle phases are indicated by statuses, you define the availability of an Action by specifying object’s statuses.

Who can perform the step

Usually, people involved in a business process have different roles that define what they can or can’t do with an object. For example, you may want to design your Ticket management workflow so that only the manager can assign and reassign Tickets.