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

• First of all we need to think about status Workflow status
• Second we need to think how the status Workflow status are connecting. Is only a one direction transtion, from status A to B, or we can came back to A, bidirectional transition.
• Third once arrive in B we would like to go in C or B is 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.

Workflow Roles

At workflow level a user can be configure with 18 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 roles:

Role	Type	Note
requester	static	Assigned to a User connect to a resource
requester	static	Assigned to a User connect to a resource