The Requests WorkFlow Module (Separate purchase required)
The Request Manager has a versatile piece of functionality called WorkFlows, which provides the highest possible automation of performance for managing documentation and/or support services.
With the WorkFlows feature, you will be able to organize and assign jobs while using the timeline to better administer your company or department activity. Representing a sequence of dependent tasks, a WorkFlow order is easily handled by responsible staff, making sure your personnel have a clear picture of what and when they need to do. This makes the software much more adaptable to your requirements.
You can use WorkFlows if you need to systematize the processing of newly created or modified knowledge documents and articles, or to set a pattern for responding to a support request.
Creation and management of WorkFlows is done in a variety of ways, including automatic assignment via Custom Rules.
Sub Articles
Assigning WorkFlows to Requests
Editing Request WorkFlows & Tasks
Tech Tip Compilation October 2006 - Ticket Workflows
Tech Tip Compilation September 2006 - Article Workflows
Request Workflow Notifications