Outcome. Internal IT or employee-facing tickets stop tripping the same SLA escalation and reporting workflows built for customer support, without turning those workflows off for the pipeline that actually needs them.
Workflow map
Enrollment, branches and actions at a glance
tickets-sla-048
flowchart TD
A[Ticket created in Internal IT pipeline] --> B{Customer-facing SLA workflow enrollment filter checks pipeline}
B -->|Internal IT, excluded| C[Workflow does not enroll, no customer-SLA escalation applies]
D[Ticket created in customer-facing pipeline] --> E[Workflow enrolls normally]
When to use it, when not to
- UseUse it once a separate ticket pipeline exists for internal requests (employee IT tickets, internal facilities requests, and similar), sharing the same ticket object as customer-facing support but with a different, usually looser, response expectation.
- UseUse it as the honest version of this idea: the real fix is that an internal pipeline should simply have no SLA targets configured on it at all, or its own more relaxed targets, in Settings > Objects > Tickets > Pipelines > this pipeline > SLA; that is pipeline configuration, not a workflow (check in your portal: confirm SLA targets are configured per pipeline in your current portal version). If that is already true, most of what follows is unnecessary, this fiche exists for the workflows layered on top of the native SLA that do not automatically respect pipeline boundaries.
- SkipDo not use it thinking this "workflow" invents SLA exemption from nothing; if the internal pipeline still has customer-support SLA targets applied to it, fix that in pipeline settings first, this fiche only addresses custom escalation workflows built separately.
- SkipDo not use it if you only have one pipeline serving both audiences; separate the pipelines first, mixing internal and customer tickets in one pipeline makes any per-audience automation unreliable regardless of this fiche.
The preview ends here. Six sections are in the library.
counted, not blurred
PrerequisitesEvery property with its label, internal name, type and options, plus the assets the workflow needs before you start.3 items
EnrollmentThe trigger, the criteria exactly as they are ticked in the UI, the re-enrollment rule and the suppression list.2 parts
StepsEach action in order with its parameters, its branches and its delays, written as you tick them.1 numbered action
Known pitfallsTraps seen in production, each with what breaks and what to do instead.4 pitfalls
Test plan, variants and build specHow to prove it works in a test portal, where to look when it does not, the variants for other objects or tiers, and the YAML build spec.3 variants, 3 sections
FilesThe properties JSON creates the fields in one API call, the workflow JSON documents the build.PDF, Markdown, JSON
Install1 click. The installer creates the properties this spec declares and the workflow itself, switched off, then opens a task for the prerequisites that are assets rather than properties, such as a team, a static list or a marketing email. What it created is listed on the install page.1 click, switched off
Unlock the full library,
149 EUR
or the tickets and sla pack, 39 EUR
One-time, excl. VAT. 30-day refund, no questions asked. Founding prices until 31 October, then 199 and 59 EUR. Includes every spec added later, up to the full 500, and the one-click installer on the full library. Building on client portals? The agency licence at 449 EUR covers unlimited client portals.
