Workflow configuration steps - Introduction

Introduction

A workflow is a business process, made of a sequence of activities transforming inputs into outputs with the aim to achieve specific outcomes. With itmSUITE® it is possible to support the execution of workflows by means of its embedded workflow engine.

itmSUITE® makes available a set of predefined workflows by means of workflow cartridges. These preset workflows can be modified and new workflows can be added. All workflows can be exported and re-imported by means of workflow cartridges.

This guide will go through the key steps needed to create a workflow from scratch, assuming the basic itmSUITE® configurations (company and its related master data, services, etc.) were previously completed (see Introduction to basic configuration).

Creation and basic settings

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.

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 page, than the administator can create Sections, and devide it in columns and compose the page inserting the fields.

Grant Management

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

For example, Ticket creator see the necessary fields to define an issue, but Service desk operator that keep in charge the issue has available the first set of fields plus the once necessary to Categorize and Analyse the issue. When the Ticket will be completed the Ticket creator should have the orignal set of fields plus the solution.

Enable Services

A worflow can be live only if one o more services used the configured process. So that each workflow need at least on service. Service can act a little bit diffrently form one to enother, eg: some fields are hide for the Service A and visible per the Serive B; but all should be based on the same sets of status, having the same Ticket fields.

Manage Notification

Sometime when the workflow status changes some roles or person should be informed. This is possible due to Notification.

Notification can be manage for Event like:

• Ticket status changes
• Ticket Solution Group changing
• Ticket Activity changing.

Each notification can be addresses to different subjects.