Adding a delay to a workflow

[esealpha]

Several workflows move a user through different stages of a ticket. At one point, it sends a notification to the user, letting them know they need to change a property called Resolution, from blank to choice1, choice2, or choice3. In the workflow, I have the action set such that if Resolution is known, then adjust the ticket stage to the next stage.

But it never fires off. It sends the notification. But I think b/c I have no delay built in, it goes to the next action, and since Resolution is still unknown, it immediately goes to the none met branch. 

So I feel like I need some kind of delay after the email goes out until the time the human goes in and changes the Resolution to choice1, choice2, or choice3. But I'm not sure how that would be done.

[RJohnson815]

@esealpha Did you end up creating additional workflows as mentioned, or find another solution? If you are still trying to sort this out, an image of your workflow would be helpful to see how delays and branches are set.

[karstenkoehler · Accepted solution]

Hi @esealpha,

Delays are good thinking but fixed ones don't match the reality and delays until a value is changed don't always behave as expected.

It is easiest (and I consider it best practice) to create separate workflows. Put simply, whenever something needs to be updated by a human, it's easiest for that thing ('[property] is known'h and o be its own starting point / enrollment criterion / workflow. That way, you don't have to think about delays and downsides of certain types of delays. This step of your process simply fires when the property is filled.

Best regards!