#### Workflow

Using the rule based criteria you are able to automate the tickets flow. Based on this the system takes the particular action on matching the specific criteria conditions. Using the workflow rules the task can be automated. Complex rules can also be set up using this.

There are three phases to set the rules in the workflow:

Phase 1: Event

Phase 2: Criteria

Phase 3: Action

When the event occurs then criteria is checked and if the criteria are matched then the action is performed.