Icon for IT support taskflow solution

IT support

The 'IT support' taskflow manages the process of making a request for support, assigning an IT technician to resolve the issue, tracking the progress and closing the issue.

A step-by-step guide to IT support

This guide will explain the 'IT support' taskflow step by step.
It makes use of numerous screenshots, but if you'd like to follow along in the Kotive webapp, you can sign up and copy the taskflow into your account for free.
Keep the taskflow open in a separate tab in your browser, and interact with it while reading the steps in this guide.

Section 1: A request is made

In this section, an employee submits an IT support request, and the Head of IT is notified and assigns an IT technician.

IT service request

The first part of this form is a paragraph that's titled: !!! IMPORTANT CHANGES you need to make BEFORE running this taskflow: This paragraph contains instructions on how to personalize the taskflow for you and your company. If you intend to run the taskflow, these changes can not be ignored.

Next you'll notice that there is one faded out field. This is called a 'hidden field'. Hidden fields capture information without displaying them to the user and make their information available to other tasks in the taskflow.

The taskflow starts when an employee fills in this form, logging their issue and including their personal details.
IT service request

Notify IT

The Head of IT receives an email informing them that a new service request has been submitted, and instructing them to assign a technician to the request in the next task.

Kotive creates the content of the email by pulling in the employee's details from the first form.

Let's start by looking at how the email is typed up. There are lots of normal looking text words, but there are also lots of rectangular, shaded in, blocks of text. What's the difference?

Well, the normal text is just that: normal text. There's nothing special about it. But the blocks of text are actually information that is being pulled in from earlier forms. If you click on the text area of the email while in the webapp, you'll see that it changes and suddenly looks like a lot of code with lots of curly brackets { } and numbers. This code (also called dynamic field tags) is what tells these fields of text what they're going to end up saying. When this email gets sent to the IT Head, it won't look like it does now, it will all be normal text, because the taskflow will look at the previous forms and put the information from those forms into this email.
Notify IT

Process request

This form has one condition:

Activate this task when...
'Role' IS 'IT support'

This form is only displayed to the account owner (Head of IT).

The Head of IT assigns the service request to an IT technician, and indicates the priority of the request.
Process request


Section 2: Notification emails

The IT technician receives the service request, and the employee is kept in the loop.

Notify assigned IT technician

The IT technician receives an email informing them that they've been assigned to a service request. All of the details of the request are displayed in the email.

A link at the bottom of the email leads the technician to the next task, where they will close the request after attending to it.
Notify assigned IT technician

Notify originator

The employee receives an email informing them that their request has been received and that a support technician will be helping them soon.
Notify originator


Section 3: Closing the issue

In this section, the IT technician completes a status update and the employee is informed of the situation.

Status update

This form has one condition:

Activate this task when...
'Email' IS '{user.email:{field.value:aaa7d891f7b2472fa307ed6cb8a5d0a1}}'

This form is only displayed to the IT technician who was assigned to the service request in the 'Process request' form task. (The form is specifically only displayed if the person who is logged in has the same email address as the IT technician who was chosen in the 'Process request' form.)

The technician indicates if the issue has been resolved or not, and leaves a description of the solution/ongoing problem in the comments.

In the next step, one of two emails can be sent. If the technician indicates that the request has been resolved, then the 'Originator resolved' email is sent. If, however, the technician indicates that the request is unresolved, then the 'Originator unresolved' email is sent.

This is possible because of conditions.
Status update

Originator resolved

This email has one condition:

Activate this task when...
'Status' IS 'Resolved'

This email is only sent if the IT technician indicated that the request has been resolved in the previous form task.

The employee receives an email informing them that their request has been resolved.
Originator resolved

Originator unresolved

This email has one condition:

Activate this task when...
'Status' IS 'Unresolved'

This email is only sent if the IT technician indicated that the request has NOT been resolved in the 'Status update' form task.

The employee receives an email informing them that their request is still unresolved. The Head of IT is cc'd in the email. Any further communication between the employee and the IT department will take place outside of the taskflow.
Originator unresolved

After the 'Originator resolved' or the 'Originator unresolved' email has been sent, the 'IT support' taskflow is complete.
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