You can now add an event based trigger for general service items, loaned service items, and documents in Ticket workflows.


  • For these events, all stages are supported: Requested, Delivered, Partially Fulfilled, Fulfilled, and Canceled.
  • Documents are also considered as service items.
  • Any stage transition for documents (from Requested to Fulfilled) can be considered as a valid event/trigger for the "Stage is Updated" event. Currently, when a document is attached, the stage automatically changes to fulfilled. This can also trigger a workflow.


Note: If there are multiple items added to a ticket, then stage transition for even one of the item will be considered as a valid trigger.


Following this event, the user can configure a condition node with the specific Requested Service Item. Then, the workflow will be triggered when the item's stage is changed from Any to Any.


Example:

  • Event is "Requested item stage is changed from Any to Partially Fulfilled".
  • There are two service items in the ticket: Laptop and Monitor.
  • Condition node has a sub-condition: Monitor's stage includes Requested.
  • When the stage of the Laptop is changed to Partially Fulfilled, the workflow will still be triggered. 
  • If the expectation is for the workflow to be triggered only for one specific item, then the condition should be configured accordingly.