Overview
Workflows automate routine work in Onflo. Every workflow follows the same pattern: when something happens (the trigger), if the record matches your conditions, then Onflo performs your actions. Actions can assign a ticket, raise its priority, send an email, or change an asset’s status.
You’ll find Workflows under Settings > Automations > Workflows. Each workflow belongs to one trigger. When a trigger has several workflows, they run in the order they’re listed.
Key concepts
Category: the type of record the workflow acts on. That’s Tickets, or in the IT module, Tickets and Assets.
Trigger: the event that starts the workflow, such as Ticket Created or Asset Updated. You set the trigger when you create the workflow, and you can’t change it later.
Conditions: optional rules, organized in groups, that limit which records the workflow acts on.
Actions: what the workflow does when it runs. Every workflow needs at least one action. Actions run top to bottom.
Execution order: workflows on the same trigger run in the order shown in the list. Stop after this workflow keeps the workflows below it from running for that record.
Execution Logs: a history of every time a workflow was evaluated. It shows whether the workflow matched, which conditions passed, and which actions ran.
Classic and IT modules
Both Onflo modules include Workflows. The module switcher at the top right of the screen shows which module you’re in, such as Classic or IT.
Classic: workflows for Tickets only.
IT: workflows for Tickets and Assets. The Category panel lists both. Asset workflows also have a Via setting, described in Creating an asset workflow.
The Workflows page
Opening Workflows
Click Settings in the left navigation.
Expand Automations, then click Workflows.
The page has two panels. Category and Triggers are on the left, and the workflows for the selected trigger are on the right.
Category and Triggers
Category: select Tickets, or in the IT module, Assets. The Triggers list changes to match.
Triggers: select a trigger to see its workflows. The number badge next to a trigger is how many workflows it has.
Ticket triggers include Ticket Created, Ticket Updated, Ticket Status Changed, Ticket Stale, Ticket Assigned, Ticket Sent for Approval, Ticket Approved, and Ticket Rejected.
Asset triggers (IT module) include Asset Added, Asset Assigned, Asset Unassigned, Asset ID Added, Asset Deleted, Asset Updated, and Asset Status Change. There are also batch triggers such as Batch Check In, Batch Check Out, Batch Swap, Batch Disposal, and Batch Repair.
Your account may have additional triggers. Scroll the Triggers list to see them all.
The workflow list
The right panel shows every workflow for the selected trigger, in the order they run. Above the list you’ll see the trigger name and how many workflows it has, for example “Ticket Created | 6 workflows”.
Add Workflow: creates a new workflow for the selected trigger.
Search by name or tag: finds a workflow by its name or tags.
Expand all / Collapse all: shows or hides the details on every workflow card.
Workflow cards: each card shows the workflow’s position number and name. Workflows that are turned off have a Disabled label.
Drag handle: drag the dotted handle on a card’s left edge to change the order.
Expand a card to see a plain-language summary of the workflow:
WHEN: the conditions and how they’re combined (for example, AND).
THEN: each action, in the order it runs.
STOP: “Don’t execute any more workflows”. This appears when Stop after this workflow is turned on.
Creating a ticket workflow
The steps below build an example workflow on the Ticket Created trigger. For student customers, it assigns the ticket to the most available team member and raises its priority.
Step 1: Choose the trigger
On the Workflows page, select Tickets under Category.
In the Triggers list, select the event that should start the workflow, such as Ticket Created.
Click Add Workflow. If the trigger has no workflows yet, you can also click the Add Workflow button in the middle of the empty list.
The Create workflow page opens with the trigger you selected already filled in.
Step 2: Enter workflow details
The Workflow details section holds the workflow’s name, description, tags, and lifecycle settings.
Name (required): a clear name, for example “Route high-priority tickets to on-call”.
Description: a plain-language summary of what the workflow does.
Tags: pick tags from the tag library to group related workflows and find them with Search. You create new tags in tag settings.
Expires on: an optional date. After this date, the workflow stops running.
Active: the toggle at the top right of the section. It’s on by default. Turn it off to save the workflow without running it yet.
Trigger: shows the trigger and category, with a lock icon and a description of when the trigger fires, such as “A new ticket is created, regardless of intake method”. The trigger is set when you create the workflow and can’t be changed.
Step 3: Add conditions (optional)
Conditions control which records the workflow acts on. Without conditions, the section shows “No conditions yet” and the workflow runs every time the trigger fires.
Click Add condition group. A group numbered 01 appears.
Choose how to evaluate the group. With ALL, every condition in the group must be true. With ANY, at least one condition must be true.
Click Select field and choose a field, such as Category, Customer Email, Customer Type, CX Score, or Language. Type in the search box to filter the list.
Choose an operator, such as Is or Contains, then enter or select a value. Some fields ask for one more selection. For example, after you choose Customer Type Is Student, you pick one or more Customer Type options.
Click + Add condition to add another condition to the same group.
Combining condition groups
To add another group, click Add condition group again. Between two groups, choose AND if both groups must match, or OR if either group can match. The number next to the Conditions heading is how many conditions the workflow has.
To remove one condition, click the X at the end of its row.
To delete a whole group, click the trash icon in the group’s header.
Step 4: Add actions
Every workflow needs at least one action. Actions run when the record matches the conditions.
Click Add action.
Find the action you want. You can type in Search actions... or scroll through the groups. For example, the Other group includes Trigger Webhook, Add to global ticket, Disable feedback, Bookmark ticket, and Mark as spam.
Click the action to add it to the Actions list.
Fill in any settings the action shows. Actions with no settings show “No configuration needed.”
Repeat these steps to add more actions.
Actions run from top to bottom. To change the order, use the up and down arrows next to an action’s number. Click the trash icon to remove an action, or the arrow at the right to collapse or expand it.
Step 5: Choose whether later workflows run
Stop after this workflow is at the bottom of the Actions section. When it’s on and this workflow matches a record, no other workflows on the same trigger run for that record. Turn it on when this workflow should have the final say, such as a routing rule that later workflows shouldn’t override.
Step 6: Save the workflow
While you edit, a bar at the bottom of the page shows “You have unsaved changes”. Click Create Workflow to save, or Cancel to leave without saving. The new workflow appears in the list for its trigger.
Creating an asset workflow (IT module)
You build asset workflows the same way as ticket workflows. The differences are the Assets category, the asset triggers, the Via setting, and the asset fields and actions. The example below sets an asset’s status to Under Repair when someone adds the Battery Replacement tag.
On the Workflows page, select Assets under Category.
Select a trigger, such as Asset Updated, then click Add Workflow.
Enter a Name and any other details, the same way as for a ticket workflow.
Choosing the source (Via)
Asset triggers have a Via setting, which controls which kinds of change fire the trigger. It’s set to Any source by default. The sources it covers appear as chips below the field. For Asset Updated, they are Import, Edit Individual Asset/ Asset Table, and Bulk Edit. To stop one kind of change from firing the workflow, click the X on its chip.
Asset conditions and actions
Asset workflows use asset fields and asset actions, such as the Asset Tags condition and the Set asset status action. Some actions need settings. For Set asset status, choose a Status (required). The Static option sets a fixed status that you pick from the list.
Click Create Workflow to save. The workflow appears in the list for its trigger. When a card is collapsed, it shows the workflow’s description under its name.
Managing workflows
Click the ⋮ menu on a workflow card to manage it:
Edit Workflow: change the details, conditions, or actions. You can’t change the trigger.
View Execution Logs: see each time the workflow ran and what happened. See Execution Logs below.
Copy Workflow: make a copy of the workflow.
Disable Workflow: stop the workflow from running without deleting it. A Disabled label then appears on its card.
Move to Top / Move to Bottom: make the workflow run first or last on its trigger. These options aren’t available when the trigger has only one workflow.
Delete Workflow: remove the workflow.
Changing the order
Workflows on a trigger run from top to bottom. To reorder them, drag a card by the dotted handle on its left edge, or use Move to Top or Move to Bottom. Order matters most when a workflow uses Stop after this workflow, because nothing below it runs for a record it matches.
Execution Logs
Execution Logs show every time a workflow was evaluated. To open them, click the ⋮ menu on a workflow card and select View Execution Logs.
Summary and filters
Summary: the workflow name and status (for example, Active), its trigger, the number of executions, the success rate, and the average duration. Click Edit workflow to open the workflow.
Time range: choose a period, such as Last 24 hours.
Outcome filters: All, Matched, Action errors, Failed, Skipped, and Stopped. Each shows its count.
Search by record ID: find the runs for one ticket or asset.
Expand all / Collapse all: shows or hides the details for every event. Events are grouped by date.
Reading an event
Each event row shows the time, the record ID and name, how many actions ran (for example, “2/2 actions executed”), and how long the run took. Expand a row to see four panels:
Trigger: the record, and which trigger fired and when, for example “Fired by Ticket Updated at...”. For assets, this panel also shows a snapshot of the asset’s details, such as Asset Id, Model, Serial No, Asset Type, Manufacturer, Status, and Quantity.
Outcome: the result of the run, plus timings for the Total, Conditions, and Actions.
Conditions: how each group was evaluated (for example, “Match all”), a pass or fail mark on each condition, and a total such as “1/1 passed”.
Actions: each action that ran, with a check mark when it finished, and a count of the actions executed.
Matched and Skipped
Matched: the record met the conditions, so the workflow ran its actions.
Skipped: “Conditions did not match, so no action was carried out.” The Conditions panel marks the failed condition with a red X, so you can see why.
Seeing workflow results on records
Tickets
When a workflow changes a ticket, the change appears on the ticket’s Log tab with “(via workflow: <workflow name>)” so you know which workflow made it. In the example below, a Ticket Updated workflow sends an email and raises the priority when someone adds the 504 Plan tag.
Assets
When a workflow changes an asset, the change appears on the asset’s Timeline tab with the workflow’s name. In the example below, the timeline shows Asset Status Changed with “Status Updated from Available to Under Repair”. The entry is labeled with the workflow “Tag Added to Asset, Change Status to Repair”.
FAQ
Can I change a workflow’s trigger after I create it?
No. The trigger is set when you create the workflow and can’t be changed. To use a different trigger, select that trigger and create a new workflow.
What happens if a workflow has no conditions?
It runs every time its trigger fires. Add a condition group to limit when it runs.
What’s the difference between ALL and ANY?
ALL means every condition in the group must be true. ANY means at least one condition in the group must be true.
How are multiple condition groups combined?
Use the AND / OR switch between groups. With AND, both groups must match. With OR, either group can match.
In what order do workflows run?
Top to bottom, in the order shown for the trigger. Inside a workflow, actions also run top to bottom.
What does Stop after this workflow do?
When the workflow matches a record, no other workflows on the same trigger run for that record. In the list, the card shows STOP: Don’t execute any more workflows.
How do I turn off a workflow without deleting it?
Select Disable Workflow from the card’s ⋮ menu, or turn off the Active toggle while you edit the workflow. To have a workflow stop on a set date, use Expires on.
Can I save a workflow without any actions?
No. Every workflow needs at least one action.
Why don’t I see the Assets category?
Asset workflows are only in the IT module. The Classic module has ticket workflows only.
How can I tell whether a workflow ran on a specific record?
Open the workflow’s Execution Logs and use Search by record ID. You can also check the ticket’s Log tab or the asset’s Timeline tab, where workflow changes are labeled with the workflow’s name.
Troubleshooting
A workflow didn’t run on a record
Check that the workflow doesn’t have a Disabled label and that its Active toggle is on.
Check that the Expires on date hasn’t passed.
Check that the workflow is under the right category and trigger.
Look for a workflow above it on the same trigger that shows STOP. If that workflow matched the record, the workflows below it didn’t run.
For asset workflows, check that Via includes the kind of change that was made, such as Import or Bulk Edit.
Open Execution Logs and search by record ID. If the event is Skipped, expand Conditions to see which condition failed.
The workflow matched, but the result isn’t what I expected
Open the event in Execution Logs and check the Actions panel. Use the Action errors and Failed filters to find runs with problems.
Check the order of the actions. They run top to bottom.
Check whether another workflow on the same trigger also ran on the record and changed the same field.
I can’t find a workflow
Use Search by name or tag.
Check other triggers. The badge next to each trigger shows how many workflows it has.
In the IT module, check both the Tickets and Assets categories.
Move to Top and Move to Bottom are grayed out
These options aren’t available when the trigger has only one workflow.