Workflow execution order

[Shadowtech87]

With the addition in 5.0 of categories/sub-categories being selectable for workflow ticket, task, etc actions. Is it possible to include an execution order for workflows.

What I am thinking is for any ticket created i can create rules for any of the categories/sub-categories assigning tickets to specific teams or analysts and then at the end having a catch all that assigns any ticket where a category is not set to assign it to a specific team. This is just one simple example and default ticket routing could take care of this but just wanted to use something simple to go through the general logic.

This could also allow for chaining multi step actions. Also a question if I'm over looking it, is it possible to have a workflow create a sub ticket and read the value of a custom field from the parent ticket and put something in the sub tickets description. Thinking of this from both ticket and form's.

[edmozley]

Hi @Shadowtech87 - thanks, this is a good one. I've written up how workflows run today and what I plan to add: Workflows in order, child tickets - design.

Today:

• Every workflow that matches runs, in no guaranteed order, and each one sees the ticket as it was when the event happened.
• Your catch-all works now if you give it the condition Category is empty. The category workflows never change the category, so it only catches what none of them match.
• Chaining steps already works inside one workflow: its actions run top to bottom, and each can use what the previous one produced ({{last.ticket_id}}, {{steps.2.ticket_number}}).
• Form answers are available as {{submission.fields.<question label>}}.

Planned for after 5.4.0:

• Drag workflows into order, with a "Stop here when this one runs" tick.
• Later workflows seeing what earlier ones changed.
• Create a ticket → as a child of this ticket.
• The parent's custom fields in merge codes ({{ticket.custom.Start date}}).
• Form answers usable as conditions.

One thing I found while looking: the shipped "New starter onboarding fan-out" template raised only its first ticket, because each later "Create a ticket" step returned the first one. That's fixed in 5.4.0.