Creating a New Category
Click 'Settings >Issue Categories'. Next, click create. Add a unique name, description, key, and a starting number for the key, which must be greater than or equal to 1. Once you have entered this information, click create to continue. The general settings window will open.
PDF Export Options for all Versions
In this section, you can customize the appearance and content of the PDF exports for the category. The settings are divided into two sections: the top section pertains to PDFs generated within the account, while the bottom section relates to any attachments that may be exported with the issue record.
Roles/Permissions for all Versions
In this section, you will select the roles to which you want to assign permissions for this category. These permissions will enable users assigned to these roles to perform specific actions and gain visibility within the category.
Can Edit All Settings in This Category: Users with this permission will be able to click into the category from 'Settings >Issue Categories'. Only users assigned to the 'Administration: Account Super User' role can create new categories.
Can See All Issues (Read Only Access): To view records from this category on the full table, users must have this permission. Additionally, this permission is required for users who need to be assigned as project or task assignees in any records. If they do not have this permission, they will not be in the dropdown for assignment.
Can Edit Active Stage of Any Issue: Users can edit any active stage of a record, including adding tasks, stage assignees, links, attachments, etc.
Can Edit Completed Stages of Any Issue (Super Editor): Users with this permission can access the 'Super Editor' mode feature and reopen any closed or completed stages in a record.
Can Create New Issues: Users with need this permission to create new records in the category. If they do not have this permission, this category will not be available for selection when opening a new issue record.
Can Delete Issues: Users with this permission can delete records in the category.
Can Cancel all Signatures and Revert to Prior Stage: Users with this permission can cancel any active stage workflow and reopen the stage for edits.
Can Delegate Signatures for Any Active Workflows: Users granted this permission can delegate a workflow signature. It is important to understand that workflow signatures can only be delegated if this function is enabled at the workflow step level. This permission solely allows the user to complete the delegation action; it does not make the step itself delegatable.
Can Approve Stage/Task Due Date Extensions: Users with this permission can approve stage and task due date extensions if a user is requesting one.
Receives Escalation Notices for Past Due Stages/Tasks: Users with this permission will receive email notifications for tasks and stages that are overdue in this category, even if the user is not associated with the record.
Can Access Audit Trail Data for Items in This Category: Users with this permission will be able to see all information in the audit trail for records in this category.
Stages & Transitions
To effectively establish the process or flow of a record, it is essential to first outline the skeletal framework for this category, which starts with the stages and transitions. A stage represents a specific state or phase of a record; consider stages as sections of the form that need to be completed. When an issue record changes hands or requires approval, it is an appropriate time to create a new stage. In contrast, a transition refers to the movement or action from one stage to the next. You can visualize transitions as the road you are driving on, with stages acting as the stops along the way. It is crucial to note that transitions can only move in one direction; looping transitions are not permitted. All stages and transitions can be edited while the category is in a draft state. If the category is already active, you will need to create a new version to modify the stages and transitions.
Stages
Click the plus button to create the first stage. Add the name and the target days, which is the desired time frame for a user to complete this stage. Click save when finished.
Add as many stages as needed for your process. At the end of the stage list, create two additional stages and mark them as final stages. Name them 'Cancelled' and 'Completed'.
Transitions
Starting with the first stage, make a transition (roadway) to drive down to the next stage. Add a transition to the cancelled stage as well, in case the record needs cancelled after this stage is opened.
Continue adding the transitions to connect the stages together and remember to add a cancelled option in each stage. In the last stage, add a transition to cancelled and to closed. Remember that transitions must stay one way, from top to bottom.
You can skip stages if needed and do not need to go in direct order from one stage to another just as long as there are no loops going back up the ladder of the stages. For example, you can add a transition from stage one to stage two or to stage three as shown below.
If the user is in stage one and chooses to transition from stage one to stage three, the next stage assignee will need to transition from stage three to either cancelled or closed (completed). That user cannot transition back up to stage two. This is very important to remember because if there are loops in the transitions, the record will get stuck and the user can not move forward.
Stage Fields
The last step is configuring the stages; step one is adding stage fields. Click on the add stage field option in the first stage.
We have 3 types of stage fields that can be added to the stages: plain text instruction, account custom field, and stage custom field. All stages need stage fields to mark the category active.
Plain Text Instructions: will be a text box that you can add instructions on what needs to be done within the stage or any other applicable information.
Account Custom Fields: any account custom field that is added in the account can be added to a stage. An account custom field can only be used once per category.
Stage Custom Field: will be fields just for that stage.
Manage Stage Assignees/Signatures
The last step is to add the stage assignees and workflow settings for each stage, starting with stage one. Click the manage stage assignees/signatures option in the stage. The slider is divided into two sections, one for assignees and one for approvals.
Stage Assignees
Stage assignees are specific users designated to complete each stage within the record. All users eligible to be assigned to a stage will appear in the dropdown menu for selection as stage assignees. Each stage can be assigned to different users, allowing for unique responsibilities across stages. It is not required to add a combination of users and roles to this section, but at least one user or role is required.
Stage Signatures
Upon completing a stage in the record, users are required to sign off to indicate its completion. Additionally, you can incorporate approval signatures that must be obtained before the next stage can begin. While it is not mandatory to include approval steps for the workflow to function effectively, it is highly recommended to do so for better process management.
Once all section and settings are filled in, you may approve it for use in the details section, at the top category settings.