Autotask workflow rules are designed to describe and model your company’s processes with the intention of streamlining routine tasks. As is often the case with any automation process, they can improve good workflows but possibly make bad ones worse.
Watch this video clip from our webinar as we discuss workflow rules and best practices:
Here are some recommended guidelines for adopting best practices when defining workflow rules (WFRs):
- TEST: Always test workflow rules on your company account before deploying immediately into production. With this method, you are much more likely to catch a bug in your workflow rule and processes.
- TICKET STATUS: Always include the ticket status in your condition in a workflow role. This one conditional rule will save you time and time again.
- NAMING STANDARD: Always use a naming standard for your business processes. The naming standard is of importance because you can do more complex things with workflow roles when you use good naming practices than when you don’t.
- USE LAYERS: Always layer workflow rules. Workflow rules should not solve everything. Each workflow rule should be looked at as an if /then statement and layered as such – if this is true, then do this business process.