Administrator/Workflows

A user guide for working with workflows. We cover how to create and modify workflows.

This section is about managing workflows within the system.

By clicking on Administrator/Workflows, you gain access to the list of workflows.

Workflows List #

The Workflows list overview allows you to see all workflows defined in the system. Workflows are global and shared by all departments within the organization.

Workflows can be activated and deactivated as needed. This does not affect existing form types that use the workflow but makes it impossible to create new form types for that specific workflow.

Create Workflow #

There are four tabs to consider when creating a new workflow.

General Tab #

The general page allows us to fill out the following fields.

Table Tab #

The Table Tab allows us to build and modify the workflow entities. There are three types of available entities.

DONE #

| Dialogs | Dialogs are collections of fields that can be attached to a transition. For example, you might decide that you want the user to add a comment when moving a case from the case status New to Under work, and a dialog attached to this transition between those fields will prompt the dialog to pop up for the user to fill out when moving between the statuses. |

Create Status #

To create a new Case status, you need to enter the following fields.

The possible Status Groups are detailed below.

Status Group	Description
Open	A case is in a newly opened state (the first time it was opened). This is primarily used to signal a new case starting.
Unprocessed	A case has been created but not yet opened by any case handler.
In progress	A case is being worked on.
In action process	A case triggered an action process and is waiting for it to be resolved.
Closed	A case has been closed.
Deleted	A case has been deleted.

Create Transitions #

A transition represents a change between two statuses (for example, you might move a case from New status to Being worked on status).

A transition can have an optional dialog attached to it to collect information as part of the transition.

When we talk about transitions, we will use source as the start status of the transition and target as the end status.

We have the following fields when creating a transition.

The Related Workflow option is only used when the To status is a Case Status of the Status Group In action process.

Create Dialog #

A dialog represents a set of fields configurable by the end user to collect information or trigger actions on a change of status for a case (a transition). Dialogs are attached to transitions.

The fields you can specify are as follows:

DONE #

As you can see, there is a sizable selection of field types. Let’s examine each and understand their significance before constructing our custom dialog.

Field Type	Triggers	Description
Textfield	No	A single-row free text entry field.
Textarea	No	A text area with more columns for free text entry.
Text Editor		A text area with basic formatting for free text entry.
Number	No	Allows entering any numeric value.
Date	No	Used for specifying a date.
Perform Task	Yes	A field allowing you to specify who performed the task.
Action Name	Yes	The title field that will be used when creating a new Action entry for a transition going into an In action process group state.
Comment	Yes	Allows the user to comment on the transition between states and set who is getting notified about the comment.
Acknowledgement	Yes	Lets the user acknowledge that specific users performed their tasks.
Task Assignment Setup	Yes	Allows the user to create tasks of a specific type when transitioning between statuses. One can also control if one wants to collect a Due date, Planned hours, and Planned start date.

You can add fields to the dialog, seeing the preview of the dialog on the left-hand side. Once you have specified all the fields, you can click the Save Changes button at the bottom right to save the changes to the workflow.

Graph Tab #

The Graph Tab shows a graphical representation of the workflow. Each box represents a Case Status in the workflow, and each line between the Case Statuses represents a transition between two states. The above workflow is very simple; below is a more complex workflow example.

Use the Graph Tab to validate your workflow and ensure you did not miss any transitions. A Case Status without any transitions is a typical signal that one might have missed a transition or that the Case Status is not needed.

Processing Tab #

The processing tab contains settings to set defaults for case deadlines and escalations for all form types and forms associated with this particular workflow.

Due dates #

Allows the control of how due date notifications are handled. This allows one to set general due date handling settings for this workflow and thus forms using this workflow.

Forms let you override these so you can, for example, have a form Accident with much shorter automatic due dates compared to the general workflow. Form settings will override the workflow.

The available fields.

Escalation #

Allows the control of how escalations are handled. This allows one to set general escalation handling settings for this workflow and thus forms using this workflow.

Forms let you override these so you can, for example, have a form Accident with much shorter automatic escalation dates compared to the general workflow. Form settings will override the workflow.

The available fields.

The available strategies.

Escalation #

Allows the control of how escalations are handled. This allows one to set general escalation handling settings for this workflow and thus forms using this workflow.

Forms let you override these so you can for example have a form Accident that have much shorter automatic escalation date compared to the general workflow. Form settings will override the workflow.

The available fields.

The available strategies.