Tracing Workflow Automations

In OneDesk you can trace your workflow automations through the activities application. This lets you see just what your automations are doing on a day-to-day basis, and helps you troubleshoot any issues that may arise. Accessing the activities application To … Continue Reading

How to recover a project scheduled for deletion

Projects within OneDesk have a built-in buffer period between when you choose to delete them and when they are actually deleted. When you choose to delete a project, the item will be archived and scheduled for deletion. It will be … Continue Reading

Automatically update a successor item when predecessor is marked complete

OneDesk’s workflow automations are a powerful tool, allowing for deeply customizable ways to streamline your workflow. Another useful workflow automation is updating an item’s successors when the predecessor item’s lifecycle changes. Predecessor vs. successor items In OneDesk, items may be … Continue Reading

Automatically update parent state from subtask state

OneDesk’s workflow automations are a powerful tool, allowing for deeply customizable ways to streamline your workflow. One useful process is the ability to update the lifecycle status of your tickets or tasks when subtasks within them have their lifecycle status … Continue Reading

Filtering tickets created via auto-forward

Tickets can be auto-forwarded from your support email to a OneDesk ticket creation email. When this happens, a ticket is captured in OneDesk containing the subject of the email, the email’s body, and any attachments in the email. Additionally, if … Continue Reading

Re-authentication Settings: Force Users to Log-Out After Inactivity

In OneDesk, you can force users to reauthenticate after prolonged periods of inactivity. This setting is intended for security purposes, and, by default, is turned on. Users will be logged out after 3 consecutive hours of inaction. This setting can … Continue Reading

Modify & Create Email Templates in OneDesk

OneDesk includes automated email templates to assist you in communicating with your users and customers. These email templates are completely customizable – you can edit the existing templates as you see fit, or create entirely new templates to suit your needs. … Continue Reading

Linking items & linked item relationships in OneDesk explained

In OneDesk, you can create and identify links between tickets. This allows you to easily access related items and label them to determine their relationship. You can easily flag duplicate work, identify the priority for sequential work items, and more. … Continue Reading

Organizing portfolios and projects within OneDesk

Portfolios are items within OneDesk that allow for easy grouping of projects together. While portfolios cannot contain items directly, the projects within these portfolios contain all the tickets, tasks, articles, and other item-types which you may be working with and … Continue Reading

Workflow automations to create items automatically

Creating an Item with Workflow Automations In OneDesk, tickets and tasks possess workflow automations that allow for items to be created in reaction to a range of conditions which the original item-type meets. These created items can be designated as … Continue Reading