Workflows

Ticket workflows according to defined IT standards

The Workflows module enables ticket processes along established IT standards such as ITIL to be defined while allowing room for company-specific adjustments. Flexibility starts with configuration: checklists can be dynamically and contextually designed, depending on the ticket type, the customer involved, or the selected support levels.

Whether it involves incidents, service requests, or changes, TANSS enables customized process management along defined paths. The workflow is clearly structured and ensures that no step is forgotten. If desired, automatic escalations, notifications, or handovers to other teams can also be integrated.

This flexibility makes TANSS a powerful solution for the design and implementation of modern ITSM workflows. This transforms ticket processing into a continuous, documented process that optimally meets the requirements for sustainable, scalable IT change management.

An important feature of the TANSS Workflows module is the ability to directly involve customers in approval processes. This not only increases the speed of approvals but also improves traceability and transparency in the service process.

Process or ticket content can be dynamically transferred into an approval process, where the authorized approver can be specifically defined. The customer receives an email notification with a direct link to an individually designed landing page. There, they can approve or ask questions with just a few clicks. Every customer response is automatically documented in the corresponding ticket, including a timestamp and user identification.

The system allows for highly flexible design of individual processes. All important process types, such as mandatory fields, optional fields, free text, or multi-selects, are available. Additionally, numerous events can be selected. Virtually every manual action possible in the ticket can also be integrated into the process as an event.

Predefined variables with integrated logic checks, e.g., for email formats, date entries, or regular expressions, ensure high data quality. This ensures that only relevant information is requested and entered correctly. Additionally, custom variables for individual requirements can be added at any time to ensure maximum flexibility.

The module grows with the complexity of the organization. Whether it’s a simple installation checklist, a comprehensive ordering process, or ITIL-compliant work. The variety of types and events allows almost any scenario to be mapped.

The Workflows module alone provides noticeable relief in daily business. However, in combination with other TANSS modules, it creates a holistic system that takes your processes to a new level and enables effortless scaling.

By strategically setting and removing tags in individual process steps, the ticket board becomes a global overview, ideal for sales processes, for example.

The combination of integrated contract workflows and the escalation and rule management enables precise control, from the customer level down to individual services.

Thanks to integrated email and web request events as well as flexible approval processes, customers can also be directly involved in any desired process step. This creates a seamless workflow for all parties involved, minimizing waiting times and accelerating results. The ideal IT change management software to implement complex changes efficiently and traceably.

With the integrated contract workflows in TANSS, contracts, agreements, and offers can be easily, quickly, and legally securely processed digitally. Whether it’s a data processing agreement, project agreement, or IT service contract, the entire process is structured, traceable, and automated.

Contract approvals can be initiated manually with a click or fully automatically via the Workflows module. The customer receives an individual landing page where the document can be forwarded to the authorized signatory and directly confirmed – mobile, digital, and without media disruption. Both single-stage and two-stage approval processes with digital signatures can be flexibly implemented.

A special advantage is the integrated contract tracking with reminder and warning functions: This ensures you always have an overview, especially for legally binding documents such as data processing agreements. Thanks to the powerful contract and offer editor, you can create custom templates and map various contract types, from simple confirmations to multi-page agreements. This creates a seamless, digital process, from the first draft to legally secure approval.