Getting started with pipelines

Pipelines let you set up different workflows for different types of events. This helps structure the follow-up and investigation process, so at each stage managers only see the fields and guidance that are relevant.

 

Each workflow is called a Pipeline, and within each pipeline there are defined stages, shown at the top of the event record. The event record also shows you which pipeline the event belongs to and the current stage it’s in.

 

As you move through the stages, the event record displays only the fields and guidance needed for that part of the process, keeping the investigation focused and manageable, and keeping event management simpler, clearer and more structured.

 

What pipelines do

• Customise workflows for each event type (e.g. incident, complaint, feedback).

• Break the follow-up/investigation process into clear stages with guidance at each step for managers.

• Show only the relevant fields at the right time, while still allowing users to view all fields if needed.

How pipelines are set up

Pipelines are created and managed in the Object Manager, where you can:

• Create and manage pipelines

• Add and manage stages

• Set guidance and relevant fields for each stage

How events are assigned to pipelines

Events can be automatically routed to the right pipeline when submitted using:

• Assignment rules

• The default pipeline

Using pipelines in an event record

From the event record, users can:

• See the current stage at the top of the record.

• Follow stage guidance and fill in relevant fields.

• Progress events through the workflow.

• Change an event’s pipeline if needed.

Migration for existing customers

If your organisation was already using Events before pipelines were released, your events are automatically placed in a default pipeline. You can:

• Understand the default pipeline

Tip: We recommend starting by setting up a single pipeline, then expanding to more event types as your processes develop.