Updating a Ticket Using Guided Workflow
Updated
You can create a Guided Workflow that allows agents to search for and update existing tickets using specific fields. This Guided Workflow enables agents to efficiently locate a particular ticket, select it from the search results, and update it.
The high-level steps for creating a Guided Workflow for updating a ticket are:
Add a Search Screen: Lets agents enter a value (like a tracking number) to search for a case.
Add a Get Records Node: Fetches case records that match the agent’s input.
Add a Dynamic Table Node: Displays the matching records for the agent to review and select.
Configure Edit Selection : Allows agents to edit the selected record using a pre-filled record form.
1. Add a Search Screen
a. Create a Guided Workflow. For steps, see Create a Guided Workflow.
b. On the Guided Workflow builder, click the + icon and add a Screen node.
This screen is where agents can search for a ticket using relevant fields, such as ticket tracking number, reference number, or any information shared by the customer. The agent enters these details into the screen to locate the specific ticket.
c. On the Add Screen window, click + Component.
d. In the Add Components panel, search for and select Text Input.
This input field is where the agent can enter the value used to search for the ticket (for example, the tracking number).
e. In the Text Input configuration panel, configure the necessary details.
f. Once done, click Save in the top-right corner.
2. Add a Get Records Node
a. On the Guided Workflow builder, click the + icon and add a Get Records node.
This node is for fetching all cases where the field value matches the input provided by the agent on the previous screen.
b. On the Get Records node window, set the following fields:
Field | Description |
Name | Enter a name for this node. For example, Fetch Cases. |
Entity Type | From this dropdown, select Case. |
Filter Records | In the Filter Records field, add the required fields for filtering. This field allows you to define conditions based on which the cases are searched where the field value matches the input provided by the agent on the previous screen. |
Output Variable | Assign a variable name to store the fetched records.
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c. Once done, click Save.
3. Add a Results Table
a. On the Guided Workflow builder, click the + icon and add a Screen node.
b. On the Add Screen window, click + Component.
The Add Components panel is displayed.
c. Search for and select Dynamic Table.
d. In the Dynamic Table configuration panel, configure the fields:
Field | Description |
Choose Data Source | Select By Entity Type. A confirmation message is displayed for switching the data type in the dynamic table. Click Switch to proceed. |
Entity Type | From this dropdown, select Case. |
Column Mapping | In the Column Mapping field, choose which fields to display (for example, Tracking Number, Case Number, Type, Category, and any custom fields). Assign clear labels to make the table easier to read. Add the field name under variable name, add the name to be displayed under column name, and select the appropriate data type for the field. |
Primary Key | From the columns you added, select the column name(s) as primary key(s) to identify a unique table record. |
Enable Row Selection | Toggle on the Enable Row Selection button. This allows the agent to select a specific case from the results. You can select from the following options:
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In the Results table, when the agent clicks Edit Current Selection, the workflow opens a record form for the specific case ID chosen in the table. Unlike subcase creation, the Create Subcase toggle is not enabled here. Instead, the record ID of the selected case is passed to the record form.
The form opens with pre-filled values from the existing case, where agents can modify any existing field values or fill in blank fields. This ensures that updates are applied directly to the original ticket.
4. Edit Current Selection Configuration
To identify which row the agent selected, add an Update Properties node after the Screen node for the Dynamic Table.
a. On the Guided Workflow builder, click the + icon and add an Update Properties node.
b. In the Update Properties window, set the following fields:
Field | Description |
Name | Enter a name for this node. |
Select/Create Fields to update their values | Select any workflow variable under Select/Create Fields to update their values. Click the Select Resource (${x}) icon, then click Enter Custom Code. In the window that is displayed, enter this custom code: newScreen_16.TABLE_19.id[0].
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c. Click Save.
When editing a ticket using record forms, make sure to add the record ID in the Transition Screen. This ensures that the record form, opened through the same workflow variable defined earlier, knows which row’s data needs to be used. The form will be opened with pre-filled values.
d. On the Guided Workflow builder, click the + icon below the Screen node and add an End Execution node to end the guided workflow execution.
e. Click Save and Deploy.
Next Steps