Article Content

Overview

Portal Agent creates data by assigning workflow triggers to the anchor object (for example, the Incident object). 

There are two built-in paths that can result in object creation:

• Complete: This is the path for a successfully completed conversation with the Agent, where the Agent has either compiled all the data needed, or the Submitter has completed the conversation.
• Incomplete: This is the path for a missing or interrupted conversation with the Agent, which can be a result of browser or session abandonment or timeouts, or the Agent not collecting any data.

Best Practice: It is recommended to create new workflow triggers for both the Complete and Incomplete paths, and not use existing triggers that have been configured for a different purpose.

User Account Requirements

The user must have Administrator permissions to configure workflows.

Related Information/Setup

Please refer to the Portal Agent Quick Start Guide for further information on configuring Portal Agent. 

Please refer to the Workflows Overview article for further information on configuring workflows. 

Navigation

1. From the Home screen, click the Administration icon.

Administration Icon

2. From the Administrator Settings menu, click the Admin Overview link.

Admin Overview Link

3. From the Admin Overview screen, click the Object Types tile under the Data Model section.

Object Types Tile

4. On the Admin: Object Types screen, click the Incident object type to open it. 

Configuring a Workflow for Portal Agent

Note: Repeat the following steps to create two triggers for both the Complete and Incomplete paths.

1. From the Workflow tab, click the Configure Workflow button. 

Configure Workflow Button

2. From the Admin: Edit Workflow screen, on the Creation state, click the Add Trigger link. 

Add Trigger Link

3. In the Add Trigger pop-up, from the Type dropdown menu, select Button. 

Type Dropdown

4. In the Name field, enter a name for the trigger.

Name Field

5. (Optional): In the Description field, enter a brief description outlining the trigger.

Description Field

6. (Optional): From the Color dropdown menu, select a color that will be applied to the trigger icon if one is selected.

Color Dropdown

7. (Optional): From the Icon dropdown menu, select an icon to represent the trigger to appear just before the trigger's name.

Icon Dropdown

8. Click the Create button.

Create Button

9. From the Edit Trigger pop-up, click the Add Transition link.

Add Transition Link

10. In the Name field, enter a name for the transition.

Name Field

11. From the Destination State dropdown menu, select Open.

Destination State Dropdown

12. Click the Bypass Required Fields toggle to turn it on.

Bypass Required Fields Toggle

13. Click the Create Button.

Create Button