Progress a ticket

TABLE OF CONTENTS

• Overview
• Progressing tickets

Overview

Tickets are processed by completing a sequence of steps defined by the Workflow template selected during ticket creation. Each step requires an action to be performed before advancing to the next one. Depending on the Workflow template and step, this action may include:

• Sending an email
• Sending an email with a webform link
• Entering information into a webform
• Reviewing information
• Collecting data
• Disclosing/sharing data

Tickets are completed by executing all the steps of a workflow. Click here for a detailed look at the different steps.

Progressing tickets

1. Once a ticket has been created click on it to open in Ticket view. 2. This will display the first step in the sequence. 3. Carry out the action required e.g. trigger an email send.
4. Once complete the "Next" or "Complete" button will become unlocked, allowing progression to the next stage. 5. Repeat these actions until all steps of the workflow have been fulfilled.

Most stages require a single action to unlock the next one and can be carried out by the ticket processor alone (e.g. trigger email notification). Others require an initial action followed by a response and may need input from multiple parties (e.g. sending web forms to request information from data subjects).