Workflow configuration steps - Creation and basic settings
Indice
List management and creation
The list of workflows and functionalities to update and create new workflows are by default made available, by default, at the following menu entry: General/WorkFlow/WorkFlow Engine. The list of available workflows appears as in the screen below.
In the screen some commands are made available by means of specific buttons:
| Command | Performed functionality |
|---|---|
| DELETE | Deletes one or more selected workflows. |
| CHANGE STATUS | TO BE CHECKED |
| ADD NEW | Adds a new workflow. |
| COPY | Copy the selected workflow. |
| FILTER | Enables to filter the list of workflows. |
| DROP FILTER | Removes any previously applied filter to the list of workflows. |
| PRINT LIST | Prints the listed workflows. |
Basic settings
After creating a new workflow with the ADD NEW command, it is possible to complete its basic configuration by editing the following screen.
The following fields can be managed:
| Field | Purpose | Comments |
|---|---|---|
| Code | The identifier of the workflow. | Automatically assigned. |
| Status | The status of the workflow. | The default status at creation time is "Provisory". When the mandatory settings are defined, the workflow can be set to "Active". In this status it can be executed. Finally, it cab be set to "Inactive" if all instances of the workflow are closed. |
| Creation User | Tbd | Tbd |
| Edit User | Tbd | Tbd |
| Creation Date | Tbd | Tbd |
| Edit Date | Tbd | Tbd |
| Associated Entity | Tbd | Tbd |
| Ticket Type | Tbd | Tbd |
| Projec/Service | Tbd | Tbd |
| Description | Tbd | Tbd |
| WF Sender | Tbd | Tbd |
| Resource Allocation Mode For Transition Rule | Tbd | Tbd |
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
The li
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.
