Trigger Another Workflow

Use this action in a Scheduled workflow to start a Triggered workflow once for each ticket in a list.

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What It Does

The action takes a list of PSA tickets and a target workflow ID as input. For each ticket in the list, it initiates an individual execution of the specified target workflow, making that target workflow behave as if it were triggered for that single ticket.

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How It Works

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Input Data

Within a Scheduled workflow, this action typically receives a list of PSA tickets from a preceding “Find Entities” action. It also requires the ID of the target workflow you intend to trigger for each of these tickets, and an option to bypass that target workflow’s own ticket filter conditions.

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Workflow Initiation

For each ticket in the provided list, Neo Agent retrieves the definition of the target workflow using its ID.

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Event-Driven Trigger for Each Entity

Neo Agent starts an independent instance of the target workflow for each ticket. The bypass_filter_ticket_conditions setting determines if the target workflow’s initial filters are ignored for these individual ticket processing instances.

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Output

The action outputs a confirmation message indicating how many tickets the target workflow was triggered for. This message is available for subsequent actions or for logging purposes within the parent Scheduled workflow.

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Setup

Target workflow: Select which Neo Agent workflow you want to trigger for each ticket. You can find the workflow ID in the URL when editing the target workflow or on the main Workflows page. Filter bypass (optional): Choose whether to ignore the target workflow’s ticket filter conditions:

• Enabled (default): The target workflow runs for all tickets passed from this action, regardless of its own filters
• Disabled: The target workflow applies its own filters to each ticket before running

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Use Cases

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Automated Ticket Dispatching

A Scheduled workflow uses “Find Entities” to identify all newly created, unassigned tickets. The “Trigger Another Workflow” action then initiates a dedicated “Dispatch Workflow” for each of these tickets. This target “Dispatch Workflow” processes one ticket at a time and can contain actions like “Ticket Dispatch (Suggest Technician)” followed by “Assign Ticket to Technician”.

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Conditional Escalation Workflow

A Scheduled workflow finds tickets meeting certain criteria (e.g., overdue, high negative sentiment). The “Trigger Another Workflow” action then initiates a specialized “High Priority Escalation Workflow” for each of these specific tickets. The escalation workflow then handles the individual ticket’s escalation logic.

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Modular Issue Resolution

A Scheduled workflow with an “Identify Repeated Issues” action detects a common problem across multiple tickets. It uses “Trigger Another Workflow” to start a specific “Automated Fix Workflow for Problem X” for each of the identified tickets.

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Best Practices

• Ensure the target workflow is ready: Before you use this action, confirm the target workflow is configured, tested, and enabled in Neo Agent.
• Understand bypass_filter_ticket_conditions: Carefully consider this setting. If the parent Scheduled workflow already precisely filters the tickets, setting bypass_filter_ticket_conditions to True is usually appropriate. If the target workflow has specific entry criteria that must always be met even for these individually triggered instances, set it to False.
• Monitor Both Workflows: When troubleshooting, check Executions for both the parent Scheduled workflow and the individual instances of the target workflow that were triggered.
• Consider Sequential Processing in Parent Workflow: If the “Find Entities” action in your Scheduled workflow might return a very large number of tickets, and the triggered target workflows perform resource-intensive tasks, you might still want to enable “Process Entities Sequentially” in the trigger settings of the parent Scheduled workflow. This controls how the parent workflow iterates through its found entities before invoking the “Trigger Another Workflow” action for each.