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Using Workflow Automation to Route Requests to the Proper Agents

We recently launched a new ERP system for HR and Finance.  To the end-user it is a single system.  In order to better serve the users and provide a streamlined way for them to submit requests, we create a single Service Management Desk.  HR and Finance employees all work within this single desk.  In order to help keep queues manageable as well as confidential information confidential, we used issue security to show issues to the proper agents. 

In order to make this happen, we placed issue security on issues at the time of creation.  Many of the fifteen different issue security buckets were applied on the request type as a hidden field.  A number of them were applied, using ScriptRunner, based on the choices selected on the request form. 

Auto assignments were also made based on form choices to ensure that specific issues went to the only individual who could handle them. (Yes we do have a couple of requests where we only have a single individual who can complete them.)  This was also handled by ScriptRunner.

Several of our integrations with external vendors are set up to email the service desk when an issue arises.  These emails have specific subject lines that allow us to properly route them to agents in the service desk and set issue security. 

Workflows are a great way to enhance the processing of issues on creation.  Our workflow with the addition of the ScriptRunner application allows us to make changes to a request based on the information we receive.  This helps streamline the request process and ensure proper security is in place. 

We were able to provide a better user experience for all our employees and expedite the time they got answers through enhancing our workflows.  So the next time you have a process issue you should consider workflow automation to address the issue.



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