Processes

A Process is a fixed sequence of any number of activities that control the processing of a ticket. Each activity symbolizes exactly one state of a ticket, e.g. a status, a procedure or the like, in which employees have to complete certain tasks. In this way, recurring tasks, e.g. an ordering process, can be defined and compliance with company guidelines can be ensured.

A ticket that goes through the process is always in exactly one activity at a time. When the process is started, the ticket is automatically placed in the first activity. The current activity determines the rules for further processing of the ticket: which actions are possible and which activities can become active next.

The use of processes is particularly useful when:

  • the processing of a ticket is determined by specifications in the company.
  • the use of different actions during processing is to be predefined
  • certain ticket activities require additional mandatory fields
  • the ticket passes through different responsibilities of supporters and resources.

Note: A view grouped by processes can be created in the Tickets application to display tickets with running processes.

Manage processes

The editing of processes is available to all users with the permission Define templates in the configuration. New processes are created here or edited, duplicated or deleted via the menu. With the global search, processes can also be found by their name or description.

Processes are edited in a separate dialog.

Process Overview

Applying Processes

Applying processes to a ticket can be done automatically or manually. Resource empoloyees and dispatchers who have been allowed the Action Start Process can start processes during ticket editing. Automatic starting of processes is possible using the Task Planner, e.g. as soon as a new ticket has been created.

Terminating processes, i.e. the process is removed from the ticket, is usually done automatically when the process has been completed by an end activity. Resource employees and dispatchers with the Stop Process action can remove a process from the ticket at any other time - the process will then be interrupted rather than run through to its end. When assigning it, care should be taken to allow this action only to certain people, e.g. team leaders. Otherwise, prescribed processes could be broken.

Another option is to have processes permanently applied to tickets - even beyond the termination of the ticket. This can ensure that tickets cannot be reopened and processed further after they have been closed. Alternatively, tickets that are reactivated can remain in the process and their further processing can be controlled.

Advancing process activities

The activities of a process are linked to each other with connections, which control the transition from one activity to the next. For the connection an arbitrary action, by default Weiterschalten..., is selected. The display name of the action can be optionally changed.

Both the actions that have been set as allowed in the activity and the connection action will be displayed to the user during ticket processing. The special feature of the connection action is that it triggers the transition from one activity to the next when executed. The tasks of the new activity are now to be processed.

Note: Process activities can also be automatically switched on. This is the case, for example, if the action Email empfangen or Auftrag Reaktivieren were selected as the connection.

Important: In general, only actions that the user is actually allowed to perform can be displayed in ticket editing. This also applies to the connection actions, which is only displayed in addition to the already allowed actions if the current user is allowed to use them. For example, the Weiterschalten... action may only be used by supporters, but not by end users.

Process progress

In the Tickets application, supporters can see the current progress of the process at any time. The progress always shows the closest option as the target, where either the process can be left, the ticket can be closed or deleted. If there are multiple options when moving on, this is displayed in the progress. This always adjusts dynamically based on the possible paths.

process-progress