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A ''[[glossary|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 ''[[glossary|workflows]] ''by means of its embedded ''[[glossary|workflow engine]].''
  
== Introduction ==
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itmSUITE® makes available a set of predefined ''[[glossary|workflows]]'' by means of ''[[glossary|workflow cartridges]]''. These preset ''[[glossary|workflows]]'' can be modified and new ''[[glossary|workflows]]'' can be added. All ''[[glossary|workflow]]''[[glossary|s]] can be exported and re-imported by means of ''[[glossary|workflow cartridges]]''.
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?
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This guide will go through the key steps needed to create a ''[[glossary|workflow]]'' from scratch, assuming the basic itmSUITE® configurations (''[[glossary|company]]'' and its related master data, ''[[glossary|services]]'', etc.) were previously completed (see [[itmSUITE® - Introduction to basic configuration#Introduction|Introduction to basic configuration]]).
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.
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Workflow configuration steps.
 
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* [[Workflow configuration steps - Master data|Master data]]
If the our process has statues or form field or transition rules that are not implemented we have to create  new workflow.
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* [[Workflow configuration steps - Creation and basic settings|Creation and basic settings]]
 
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* [[Workflow configuration steps - Statuses|Statuses]]
== New process ==
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* [[Workflow configuration steps - Transitions|Transitions]]
 
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* [[Workflow configuration steps - Fields|Fields]]
A process is caractetized by:
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* [[Workflow configuration steps - Grants|Grants]]
* Type.  itmSUITE® call it ''[[Glossary|Ticket type]]''.
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* [[Workflow configuration steps - Form|Forms]]
*  Status ''[[Glossary|Workflow status]]''
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* [[Workflow configuration steps - ASM Views| ASM Views (optional)]]
*  How ''[[Glossary|Workflow status]]'' are connecting. Is only a one direction transtion, from status A to B, or we can came back to A, bidirectional transition.
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* [[Workflow configuration steps - Decision matrixes|Decision matrixes (optional)]]
* Which one of the idenfied ''[[Glossary|Workflow status]]' is a Final Status?
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* [[Workflow configuration steps - Groups association to workflow|Groups association (optional)]]
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* [[Workflow configuration steps - MDMM| MDMM (optional)]]
Once we have drawn our process we have to think which ''[[Glossary|Resource]]'' , or better witch ''[[Glossary|Role]]'' can be enabled to execute the transition. Then we can design the Form and give a grant to the ''[[Glossary|Resource]]. ''
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* [[Workflow configuration steps - Notifications|Notifications (optional)]]
 
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* [[Workflow configuration steps - Ticket activities|Ticket activities (optional)]]
=== Workflow Roles ===
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* [[Workflow configuration steps - Ticket message templates|Ticket message templates (optional)]]
 
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* [[Workflow configuration steps - Unique workflow key|Unique workflow key (optional)]]
At workflow level a user can be configure with 17 ''[[Glossary|roles]]''. ''[[Glossary|Roles]]'' can be:
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: [[More|[More]]]
* Static , Application Level type
 
* Dynamic , Project / Service or Workflow roles type
 
 
 
Static ''[[Glossary|Role]]'' are the once assigned to the user, Dynamic role are configured to the resource due to is belonging to a ''[[Glossary|Service]]'' or a ''[[Glossary|Solution Group]]'' or a ''[[Glossary|Client Organization Unit ]]''  or because the resource act as Creator of ''[[Glossary|Ticket]]''
 
 
 
Here below the table with the role description:
 
 
 
{| class="wikitable"
 
! Role !! Type !! Note
 
 
 
|-
 
|Requester || ''static'' || Assigned to a  ''[[Glossary|User]]''  inherited by a  ''[[Glossary|resource]]''
 
|-
 
|Resource || ''static'' || Assigned to a  ''[[Glossary|User]]''  inherited by a  ''[[Glossary|resource]]''
 
|-
 
|Project manager|| ''static'' || Assigned to a  ''[[Glossary|User]]''  inherited by a  ''[[Glossary|resource]]''
 
|-
 
|Manager|| ''static'' || Assigned to a  ''[[Glossary|User]]''  inherited by a  ''[[Glossary|resource]]''
 
|-
 
|Administrator|| ''static'' || Assigned to a  ''[[Glossary|User]]''  inherited by a  ''[[Glossary|resource]]''
 
|-
 
|Assegnee|| ''dynamic'' || ''[[Glossary|resource]]'' that has assigned a ''[[Glossary|ticket activity]]''
 
|-
 
|Creator|| ''dynamic'' || ''[[Glossary|resource]]'' that create a ''[[Glossary|ticket ]]''
 
|-
 
|Master SG Member|| ''dynamic'' || ''[[Glossary|resource]]'' included in ''[[Glossary|Master Solution Gruop ]]''
 
|-
 
|Master SG Manager|| ''dynamic'' || Manager of ''[[Glossary|Master Solution Gruop ]]''
 
|-
 
|OU Manager|| ''dynamic'' ||Client ''[[Glossary|Organization Unit ]]'' manager
 
|-
 
|Owner|| ''dynamic'' ||''[[Glossary|resource]]'' responsible for the ticket ''[[Glossary|ticket ]]''
 
|-
 
|SG Manager|| ''dynamic'' ||Manager of ''[[Glossary|Solution Gruop ]]''
 
|-
 
|Solution group member|| ''dynamic'' || ''[[Glossary|resource]]'' that belong to ''[[Glossary|Solution Gruop ]]''
 
|-
 
|TA SG Manager|| ''dynamic'' || Manager of ''[[Glossary|Solution Gruop ]]'' assigned to ''[[Glossary|ticket ]]''
 
|-
 
|Third level solution group|| ''dynamic'' || ''[[Glossary|resource]]'' that belong to ''[[Glossary|Third Solution Gruop ]]''
 
|-
 
|Ticket requester|| ''dynamic'' || ''[[Glossary|resource]]'' that has been marked as requester into ''[[Glossary|ticket ]]''
 
|-
 
|Ticket worker|| ''dynamic'' || ''[[Glossary|resource]]'' that has in charge the ''[[Glossary|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 ''[[Glossary|ticket ]]''
 
 
 
The ''[[Glossary | administrator]]'' can create others ''[[Glossary|status]]'' that will be used to drown the desire workflow
 
 
 
=== Define a Transition  ===
 
 
 
Transition are the connection between ''[[Glossary|status]]''. Definie a transition means:
 
* select starting ''[[Glossary|status]]'' , say Defualt
 
* select ending ''[[Glossary|status]]'' , say Opened
 
* choose the ''[[Glossary|role]]'' authorized to perform this transtion, e.g. Creator
 
We can create a One-way transition or bi-directional transition.
 
 
 
Many [[Glossary|roles]] can be enabled to perform a single transition.
 
 
 
As example of Worflow status diagram see the image below
 
[[File:workdflow status diagram.JPG|alt=|thumb|500x500px|Workdflow Status Diagram|none]]
 
 
 
 
 
=== Form Designer  ===
 
 
 
User interact with the workflow via ''[[Glossary|Ticket form]]''. To create a Ticket form the ''[[Glossary|administator]]'' can :
 
 
 
* Identify the necessary standard field
 
* Create custom field
 
* Create Form layout
 
 
 
Form designer , think a form as a blank page, than the ''[[Glossary|administator]]'' can create Sections, and devide it in columns and compose the page inserting the fields.
 
 
 
 
 
=== Grant Management  ===
 
 
 
''[[Glossary | Administrator]]'' can keep Visible or Mandatory some field based on ''[[Glossary | Ticket Status]]''and
 
''[[Glossary | Resource role]]''
 
 
 
For example, ''[[Glossary | Ticket creator]]'' see the necessary fields to define an issue, but ''[[Glossary| 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 ''[[Glossary | Ticket ]]'' will be completed the ''[[Glossary | 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 ''[[Glossary|status]]'', having the same ''[[Glossary | Ticket ]]'' fields.
 
 
 
 
 
== Manage Notification ==
 
 
 
Sometime when the workflow ''[[Glossary|status]]'' changes some ''[[Glossary|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 diffrent subjects.
 

Versione attuale delle 08:39, 4 nov 2017

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).

Workflow configuration steps.

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