#### Add workflow

Title: The name for the workflow rule should be specified here.

Event: It helps to decide on what event the set of operations will be done. From the list of events the particular event is selected. You can select the multiple events given in the event option according to workflow or the rule you want to set

Display order: The order in which the particular workflow that is created will be listed in the listing can be set from here.

Criteria

Match and conditions / Match or conditions: Criteria are the conditions. The action is performed when the criteria is matched. The criteria can be checked by either matching add conditions or by matching or conditions. There can be number of criteria that can be added from add criteria option. Depending upon the criteria that is matched the action will be performed.

Actions: If the criterion is matched then what action is to be taken on ticket is defined by the action.

Forward to: The email address to which one wishes to send the mail can be entered here.

Change department: The department can be changed by selecting the department from the listing.

Assign team: The team can be assigned from here by selecting the particular team.

Assign staff: The staff members can be assigned from here and the staff members can be selected from the listing.

Change status: The status of the ticket can be changed by selecting it from the listing.

Change priority: The priority of the ticket can be changed by selecting it from the listing.

Change flag: The flag of the ticket can be changed by selecting it from the listing.

Change ticket type: The type of the ticket can be changed by selecting it from the listing.

Change category: The category of the ticket can be changed by selecting it from the listing.

Change subcategory: The subcategory of the ticket can be changed by selecting it from the listing.

Change item: You can change the item by selecting it from the listing.

Change level: The level of the ticket can be changed by selecting it from the listing.

Change location: The location of the ticket can be changed by selecting it from the listing.

Change label: The label of the ticket can be changed by selecting it from the listing.

Change channel: The channel of the ticket can be changed by selecting it from the listing.

Apply SLA: The SLA can be selected from the listing and applied from here.

SLA state: Here you can select the SLA state you want to change as an action.

Send email to client: The particular email template can be selected from the listing and can be sent to the client.

Send email to staff: The particular email template can be selected from the listing and can be sent to the staff.

Ignore email: The choice is to be made whether to ignore the email or not.

Send autoresponder message: You can set permission if you want to allow sending the autoresponder message or not when action is performed.

Process ticket alert rules: You can set the permission if you want to allow the process ticket alert rules.

Do not parse as ticket reply: Here you can select option for the parsing.

Mark as ban: It will decide whether the sender email should be marked as ban or not. If marked as ban then the clients will not be allowed to send the further tickets.

Mark as spam: It will decide whether the sender email should be marked as spam or not.

Status: The particular workflow can be either enabled or disabled from here.