Using Workflow Steps & Apps
Types of Steps
Broadcast
Ticket
Guided Conversation
Sub-workflow
App Action
Getting Started
Start
Each new workflow comes with a Start step. This step indicates the beginning of the workflow.
Variables defined in the Start step are collected when you run the workflow. See Start Variables section.
Broadcast
A Broadcast step lets you send a chat message or an email to one or more people.
Variables collected previously in the workflow can be used to personalize and contextualize the subject line, message and recipient sections of the broadcast.
Step Settings
Send a Chat Message
Select an Interface
Message Content
Select Teams, Users added to your Capacity.org to notify
Send an Email
Add recipients
Subject
Message Body
Reply-To Address
Figure: Broadcast settings - Send a Slack Message |
Ticket
A ticket is a manual task that needs to be completed by a user.
A Ticket step in the workflow creates a ticket in the specified project in Capacity Helpdesk and notifies the assigned user.
The workflow waits at the ticket step until the corresponding ticket is completed.
Step Settings
Select Project
Ticket Status (on creation)
Ticket Name
Description
Assign To User
Priority
Due Date
Variables
You can insert variables from the workflow in text input fields - Ticket name & description.
Additionally you have the option to send & collect variables from the workflow.
Send Variables
Workflow variables you send to the ticket will appear on the right hand side bar in the ticket view under “Collected Fields”.
Collect Variables
Data that you want to collect from the ticket assignee will show up in a “Information Needed to complete this ticket” section in the ticket. If a variable that you want to collect is Required in the workflow, the ticket cannot be marked as Done without entering a value for that variable.
Figure: Ticket Variables | |
Guided Conversation
A Guided Conversation (GC) is a back and forth exchange between a human and Capacity on a specified interface. Supported interfaces include Slack, MS Teams, Symphony, and email (not recommended for multi step GCs that use buttons to collect choices).
A GC step is generally used to send information or collect information from a user in real-time. GCs are created in the Knowledge Base.
When the workflow reaches a GC step, the assigned user is notified in their interface and the conversation automatically starts.
Step Settings
Select a Guided conversation
Choose an Interface
Assign to User
Variables
Similar to Ticket step, you can send and collect variables to and from a guided conversation.
Figure: Guided Conversation - Send & Collect Variables
Variables sent to the conversation from a workflow can be referenced using {{ }} braces with variable name inside e.g. {{variable1}}, {{variable2}} etc.
Figure: Example Guided Conversation with variables sent from workflow and collected for the workflow.
Sub-Workflow
A sub-workflow step starts another workflow inside the current workflow. The current workflow waits on the sub-workflow step until the sub-workflow is completed.
Step Settings
Select a sub-workflow
Start Variables
App Action
The application step is an automated step in the workflow that talks with a 3rd party application to perform some action. Apps are 3rd party integrations built in Capacity Developer Platform and distributed through the App Store.
Any application that is available in your App Store and turned on will be available in the workflow builder.
Each application action has predefined inputs and outputs.
Step Settings
Choose an Action
Provide Inputs
Figure: App Settings - Create a Ticket in Jira