Permission Required
Users with Support Administrator permission can create blueprints.
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Advanced configuration

Apart from the standard blueprint configuration, there are three advanced configuration options available. They are:

1. Strict Mode - On enabling this, the agents will not be able to edit fields, send replies, add comments/resolution, or upload attachments outside of a transition. The admins can restrict all agents, or specified agents, or all except specified agents.
   
2. Dynamic Transition Owner Assignment - On enabling this, the support administrator can assign transition owners within the same within a record. They can assign transition owners from the current department or share the record with other departments for their agents to complete the transition.
   

1. Navigate to Setup > Automation > Blueprint > Create Blueprint.
   
2. In the Create Blueprint page, enter the blueprint name and description.
   
3. Select a layout that is created in the respective department. The status field gets auto-populated based on the selected layout.
   
4. Select the record type:
   
1. Specific records - Select this option to apply blueprint to specific records. Specify the field and its criteria.
   
2. All records - Select this option to apply blueprint to all records.
   
5. Select Strict Mode, Dynamic Transition Owner Assignment, or Is this a continuous Blueprint based on your requirement.
   
6. Click Next.
   
7. In the Create Blueprint page, drag and drop the required state.
   
8. In the transition tab, enter the transition name and description.
   
9. Select the conditions that are to be performed before, during, and after the transition.
   
10. Click Save & Complete Blueprint.
    

Note:

1. Blueprints are executed in the order they are added on the Blueprint page. The ordered can be changed anytime required.
   
2. Zoho Desk processes automation in a specific hierarchy. When an event occurs, each automation type executes in a defined sequence such as assignment rules, workflow rules, SLAs, and round robin before evaluating the blueprint.
   
3. A state can have up to 16 transition connections (I/O points).
   
4. Each transition could have designated transition owners and only they will be able to perform the transition on a ticket.
   
5. Agents who are not assigned as owners cannot perform the transition.
   

Editing a blueprint  

1. Navigate to Setup > Automation > Blueprint.
   
2. Select the required blueprint and perform the necessary changes.
   
3. Click Save blueprint.
   

Deactivating and deleting a blueprint

1. Deactivating a blueprint - On deactivating, no further tickets will follow this blueprint process. It can be activated later, if required.
   
2. Deleting a blueprint - On deleting, the blueprint gets deleted permanently.
   

Note: If there are any active tickets in progress, then the blueprint cannot be deleted.

1. Navigate to Setup > Automation > Blueprint.
   
2. Toggle on/off the deactivate option of a blueprint.
   
3. Click Deactivate to confirm your action.
   

1. Navigate to Setup > Automation > Blueprint.
   
2. Click the More icon and click Delete.
   
3. On the confirmation screen, click Delete.