Workflow configuration steps - Introduction

Introduction

What is a workflow? is a process applied to a Service. Two main information’s we need to know when we speak about a workflow:

• Process implemented
• Services enabled.

What is a process? A process is characterized by statues linked each other with transitions. Each transition can implement rules, transition rule, that enable the user to perform or not this transitions. User interact with a process using an interface, form, and each field of the form can be used to compose a logical rule condition.

Before starting to create a new Workflow we should identify if there is a process like the one we wants to create already developed on the system. If yes, we can add our service to an existing workflow.

If the our process has statues or form field or transition rules that are not implemented we have to create new workflow.

New process

A process is caractetized by:

• Type.  itmSUITE® call it Ticket type.
• Status Workflow status
• How Workflow status are connecting. Is only a one direction transtion, from status A to B, or we can came back to A, bidirectional transition.
• Which one of the idenfied Workflow status' is a Final Status?

Once we have drawn our process we have to think which Resource , or better witch Role can be enabled to execute the transition. Then we can design the Form and give a grant to the Resource.

Workflow Roles

At workflow level a user can be configure with 17 roles. Roles can be:

• Static , Application Level type
• Dynamic , Project / Service or Workflow roles type

Static Role are the once assigned to the user, Dynamic role are configured to the resource due to is belonging to a Service or a Solution Group or a Client Organization Unit or because the resource act as Creator of Ticket

Here below the table with the role description:

Role	Type	Note
Requester	static	Assigned to a User inherited by a resource
Resource	static	Assigned to a User inherited by a resource
Project manager	static	Assigned to a User inherited by a resource
Manager	static	Assigned to a User inherited by a resource
Administrator	static	Assigned to a User inherited by a resource
Assegnee	dynamic	resource that has assigned a ticket activity
Creator	dynamic	resource that create a ticket
Master SG Member	dynamic	resource included in Master Solution Gruop
Master SG Manager	dynamic	Manager of Master Solution Gruop
OU Manager	dynamic	Client Organization Unit manager
Owner	dynamic	resource responsible for the ticket ticket
SG Manager	dynamic	Manager of Solution Gruop
Solution group member	dynamic	resource that belong to Solution Gruop
TA SG Manager	dynamic	Manager of Solution Gruop assigned to ticket
Third level solution group	dynamic	resource that belong to Third Solution Gruop
Ticket requester	dynamic	resource that has been marked as requester into ticket
Ticket worker	dynamic	resource that has in charge the ticket

Workflow Status

itmSUITE® enable the user to create how many status is needed to deploy is workflow. When the user create the workflow, the system create for him 9-legacy status:

• Default
• Opened
• Defined
• Runinng
• In Charge
• Completed
• Closed
• Reopened
• Cancelled

this status are called legacy, because the system act in a particular way when they are reached by ticket

The administrator can create others status that will be used to drown the desire workflow

Define a Transition

Transition are the connection between status. Definie a transition means:

• select starting status , say Defualt
• select ending status , say Opened
• choose the role authorized to perform this transtion, e.g. Creator

We can create a One-way transition or bi-directional transition.

Many roles can be enabled to perform a single transition.

As example of Worflow status diagram see the image below

File:Workdflow status diagram.JPG

Workdflow Status Diagram

Form Designer

User interact with the workflow via Ticket form. To create a Ticket form the administator can :

• Identify the necessary standard field
• Create custom field
• Create Form layout

Form designer , think a form as a blank

Grant Management

Administrator can keep Visible or Mandatory some field based on Ticket Statusand Resource role

For example at the Ticket creator the system display the necessary fields to define the issue, at Service desk operator the system display the first set of fields plus the one necessary to Categorize and Analyse the issue.

Enable Services

TBD

Manage Notification

TBD