Workflow configuration steps - Creation and basic settings

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.

Workflows list screen

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.

Workflow General 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	The user who created the workflow.	Automatically assigned.
Edit User	The user who last edited the workflow.	Automatically assigned.
Creation Date	The creation date of the workflow.	Automatically assigned.
Edit Date	The last edit date of the workflow.	Automatically assigned.
Associated Entity	To identify the type of workflow which will be configured.	The available values are "Ticket" and "News". The "News" value shall be selected to design and implement workflows for publishing news.
Ticket Type	This field defines the ticket type to which the workflow applies.	This is a mandatory field.
Projec/Service	One or more project(s) or service(s) to which the workflow applies.	Tbd
Description	A textual description of the workflow (e.g. aim and other details).	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.