When you create a workflow you can establish a reference link to the specific customer or ticket the workflow is acting upon. This provides bi-directional visibility between the respective applications.
In the Workflow application, you can see the customer or ticket linked to a workflow instance.
In Customer Care and Tickets, you can see the workflow instances linked to a specific customer or ticket, regardless of where the workflows were initiated (Customer Care/Tickets or Workflow).
Setting up Reference Links in Workflow
There are two ways to establish the linkage between a workflow and it’s related customer or ticket. When you configure a Create Workflow action or manually start a workflow, you can select a link reference type of Customer or Ticket and specify the customer (using Customer ID) or ticket (using Ticket ID).
The Create Workflow action provides fields for specifying link reference type and link reference ID. For Link Reference Type, select Customer or Ticket, then enter the specific customer or ticket ID in the Link reference ID field.
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Similarly, when you start a workflow manually, the Start Workflow page lets you select a Link Reference Type. The field defaults to blank. If you select Customer or Ticket, the Link Reference ID field is displayed.
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When configuring a Splitter step on a Workflow definition, you can choose to have the sub-workflow inherit the link reference from the parent workflow. The setting defaults to checked (inherit).
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Viewing Link References in Workflow
You can view link references in Workflow from the Search page or when viewing a specific instance.
On the Workflow Search page you can select a Link Reference Type and/or enter a Link Reference ID. From the search results, click the preview button in the far right column to display details for a specific workflow including the linked customer or ticket.
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Workflow instances that are linked to an object will display the link reference information in the gray bar when viewing the instance. ()
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Viewing Link References in Customer Care and Tickets
The Start Workflow capability from Customer Care and Tickets links the workflow instance to the customer/ticket using the Workflow Link Reference fields. The workflow instance will be listed on the Workflow tab in the InfoCenter. Additionally, any workflows that are initiated from Workflow, either from the Create Workflow action or manually started, that are linked to a customer/ticket will also be displayed on the Workflow tab. So regardless of how the workflow was initiated, the linking can be seen in both modules.
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