Workflow configuration steps - Introduction
Indice
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
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.
