Assigning Action Processes

In this section, you will learn how to assign both Action types, Service Ticket and My Summary.

First you need to have an Action Process. To create either Action Processes, create a new Process and select “Action (Service Ticket)” or “Action (My Summary)” as the Process Type.

Service Ticket Action Processes

Service Ticket Action Processes are Processes that can be triggered from the Service Ticket view. We will go over how to assign it to a generic ticket.

Assigning Service Ticket Action Processes

1. After deploying your Service Ticket Action Process, head over to Settings > Front Office > Service Ticket Types to select which Ticket Type would have the new Service Ticket Action Process assigned to it.
2. Once in the Service Ticket Types page, choose a ticket to assigned the new process to. Once in, Scroll down till you see the Service Ticket Actions, and press “+ Add Action”.

3. You will be greeted a new page that lets you edit:
1. Design

1. Preview: Shows you what the button will look like
2. Name: What is the Name of this action
3. Color: Color of the button
4. Icon: Icon displayed within the button
2. Process
1. Process to Execute: The process that will run after pressing the button

(The process created must be of type “Action (Service Ticket)” to be found in this list)

3. Visibility
1. General Access: Under what Ticket Status will the button be visible.

Every Status: the button will always be displayed.

Only Specific Statuses: the button will be visible only when the Ticket Status matches statuses selected.


4. Result Messages:
1. On Success Message: Message displayed when the process executes successfully
2. On Error Message: Message displayed when the process execution fails


You are also able to set dynamic parameters from the process to these messages. By using the format found in the image above, {{YOUR_PROCESS_PARAMETER}}, the message displayed will contain the value found in the parameter on process execution.

4. After pressing Save, you will see your process in the table now.


Press Save Changes to save the changes to the Service Ticket Type.

5. Within Serve, select a Service Ticket with the Service Ticket Type we added our process to. The button will now be visible.

My Summary Action Processes

My Summary Action Processes are Processes that can be triggered from the My Summary view. We will go over how to assign it to the My Summary Pages.

Assigning My Summary Action Processes

1. After deploying your My Summary Action Process, head over to Settings > General > My Summary to select which Action would be added to the My Summary Pages.

2. After pressing “+ Add Action”, you must configure:
• General: configure the Name, Description, and Design of the Action Button.

• Visibility: select which pages the Action Button appears on.
• “My Actions” page: page dedicated solely to Actions.
• “My Issues” page: page dedicated to Service Tickets assigned to a specific user.
• “Overview” page: page that is general to information about the user’s account.
• Access: configure who can see the Action Button within the pages above.
• Result Message: configure the response message after the process executes.

You are also able to set dynamic parameters from the process to these messages. By using the format found in the section above, {{YOUR_PROCESS_PARAMETER}}, the message displayed will contain the value found in the parameter on process execution.


• Process to Execute: configure which process executes when pressing the Action Button.
• Here you will also be able to define parameters.

3. After pressing save, head over to the My Summary Dashboard, and the Action Button will be visible on all pages you selected.

Using Action Processes

In this section, you will learn how to use both Action types, Service Ticket and My Summary.

First you need to have an Action Process assigned. To assign Action Processes, follow the tutorial above.

Using Service Ticket Actions

Service Ticket Actions are Processes that can be triggered from the Service Ticket view. We will go over how to assign it to a generic ticket.

1. Permissions: Ensure that you have set the permissions to the proper user groups. These can be found under Settings > Front Office > Your Ticket under Permissions & Access.

Form more information on permissions, that can be found here.

2. Head over to Serve. Select a ticket with the same Ticket Type you edited.
3. Opening that ticket exposes the new button created.

4. Pressing the button opens a popup, which lets you fill in input parameters and execute the process.

5. Heading over to Flow > Process History , the process executed is shown there.

Using My Summary Actions

My Summary Actions are Processes that can be triggered from the My Summary view. We will go over how to display them.

1. Visibility and Access: Ensure that you have set the Visibility to the pages desired and Visibility to the proper user groups. These can be found under Settings > General > Your Action under Visibility and Access.
2. Head over to My Summary. Go to one of the pages you have selected and find your new Action Button.
1. Under the “Overview” page, scroll to the very bottom. It will be present on the bottom center or bottom left depending on your screen size.

2. Under the “My Issues” page, it will be found under the Issues Overview section inside Actions.

3. Under “My Actions”, it will at the top of the page.

3. Pressing the button will open the same pop up as above. After executing, confirm the execution under Process History.

• Assigning Action Processes
• Service Ticket Action Processes
• Assigning Service Ticket Action Processes
• My Summary Action Processes
• Assigning My Summary Action Processes
• Using Action Processes
• Using Service Ticket Actions
• Using My Summary Actions