Transitions and available actions help guide users through a consistent process.

Transitions determine which workflow steps a record can move to next. Available actions determine what users can do while the record is in its current step.

With transitions and available actions, you can:

Guide records through the intended workflow
Control which steps are available next
Decide what users can do at each stage
Create a consistent process across your organization
Limit changes when a record reaches a certain step

Here’s how it works

A workflow is made up of steps that represent the stages a record moves through.

For example, an incident workflow might include:

Initial Report
Investigation
Escalation
Closed

Each step can have its own transitions and available actions. This gives you control over how records progress and how users interact with them at each stage.

Transitions

Transitions define the workflow steps a record can move to from its current step.

For example:

Initial Report could move to Investigation.
Investigation could move to Escalation or Closed.
Escalation could move back to Investigation or forward to Closed.

The transitions available to users depend on how the workflow has been configured.

Before configuring transitions, consider:

Where should the record move next?
Can it move to more than one possible step?
Should users be able to return it to an earlier step?
Should a closed record be reopened?
Do certain categories require a different process?

Tip: Map the workflow in plain language before configuring it in Eolas. A simple sequence such as “Reported → Investigated → Closed” is a helpful starting point.

Available actions

Available actions determine what users can do while a record is in a particular workflow step.

Actions include:

Edit: Update information on the record.
Delete: Remove the record.
Attach: Add files or supporting documentation.

Actions are controlled separately for each workflow step. This allows you to make an action available when it is needed and restrict it at other stages.

For example, users may need to edit a record and attach documentation during an investigation. Once the record is closed, you may choose to limit those actions to protect the completed record.

Configure transitions and available actions

To review or update a workflow step:

Go to Settings.
Select Workflow.
Open the workflow you want to configure.
Select the relevant workflow step.
Expand Actions.
Turn each available action on or off as needed.
Expand Transitions.
Select the steps the record should be able to move to.
Save your changes.

Repeat these steps for each stage of the workflow.

Plan your workflow

For each workflow step, ask:

What should users be able to do at this stage?
Will they need to update information?
Will they need to attach supporting documentation?
Where should the record move next?
Should it be able to return to an earlier step?
What should users be able to do after the record is closed?

Test the complete workflow before introducing it to your team. Confirm that records can move through each intended path and that users have access to the actions they need.

Need help?

Start a chat with the Eolas Help Team using the Help link in the navigation bar, or email [email protected].