SOP: Freshservice: Workflow autoamtion (WFA) standard documention
Workflow automation standards documentation
Introduction
In this documentation you will be able to read about the standards that Oatly has set regarding their workflow automations.
Creating a new automation - Naming and description standard
When creating a new workflow automation, you need to give it the correct name, and write a descriptive summary of what the automation does in the description.
Name
The naming standard consists of four different elements – “OAT - STAGE - TRIGGER - NAME”.
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OAT – Stands for Oatly
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STAGE – This specifies the stage of the workflow automation. For example PROD, DEV or TEST
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TRIGGER – What does the event in the beginning of the workflow automation trigger on? For example raised or updated
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NAME – Here you write the name of the workflow automation. For example “1st line ticket creation rule” or “Automatic routing flow”
Description
In the description field you should shortly summarize what the intended purpose of the automation is. See the example below:
Correct order of the workflow automations
A ticket will go through all the active automations from top to bottom, thus it is important that you make sure to have your automation in the correct spot of the list. You can view the order as a priority list, the workflow automation at the top has the highest priority, and the one at the bottom has the lowest priority.
To know where you should place your workflow automation you need to look at the automations and see which automations that could potentially trigger on the ticket/scenario that you are targeting. When you have found those automations you need to take a look at what they are doing. Then you can decide if your automation should trigger on the ticket after the other automations, of if it needs to trigger before them. When you have decided on that then you need to move it behind them, or in front of them.
Generally routing automations should be at the top of the list. Followed by other automations that trigger on “Raised”. Then we have automations that trigger on “Updated” or approval automations.
Disabling a workflow automation
When disabling a workflow automation it is important that you append “DISABLED - ” to the beginning of the title of the workflow automation. You also must add the following text to the end of the description “(Who: Florian.G, Reason: WFA overhaul, Date: 2022-05-11)”. See the explanation below:
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Who – Write your complete first name and last name
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Reason – Reason for why this workflow automation is being disabled
Date – Write todays date in the following format yyyy-mm-dd
All these values must be separated with a comma like the below example:
