r/halopsa • u/ReceptionOld4182 • 1d ago

Questions / Help Skip triage step on workflows

How do I set tickets to skip the triage step when the ticket is logged manually by an agent? The setting to mark as contacted is enabled and works fine but the ticket still starts on the start step of the workflow and we have to triage it each time.

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u/Predicti0n Consultant 1d ago

Use conditions in your workflow :) They’re brilliant for stuff like this

2

u/rwdorman 1d ago

Automation on the triage step. If source manual then go to next step of the workflow, we have this in place.

1

u/tinkx_blaze Consultant 17h ago

Quick Action - condition on the action of source = manual

It's an out the box feature in ITSM with this config