Part 1 - Building the Workflows
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Assignment workflows allow you to automate assigning tickets based on any criteria.
Note: The Call Fields for IPK Rules window enables you select IPK fields that you want to include while defining rules. System and custom fields are available for selection.
Select Menu and then Admin. From the submenu, select IPK Workflow Rules. The IPK Workflow Rules window appears.
From the IPK Workflow Rules group, select IPK Assignment Workflow.
On the IPK Assignment Workflow window, click .
In the IPK Assignment Workflow Setup window, set up the Assignment workflow.
The IPK Assignment Workflow Setup window opens with the Workflow Activity field set to Assignment.
Title - Type a name for the workflow you are creating
Workflow Description - Type a brief description of this workflow
Assign on Log/Update - Select to apply the workflow to a call when the call is logged or updated.
Analysts/Groups - Select the radio button to identify whether you want to assign the call to an analyst or group. Then select the analyst or group to whom the call will be assigned (See note below).
Assign on Resolve - Select to apply the workflow to a call when it is resolved.
Analysts/Groups - Select the radio button and analyst/group as before.
Note: If your system is partitioned, you can only add analysts or groups within the partitions to which you belong. Analysts may be able to see other analysts/groups on the workflow that do not belong to any of their partitions, for example when another analyst in a different partition has added these analysts/groups to the workflow.
Click . The IPK Assignment Workflow window appears with the workflow you just created listed in the browse table.
When an Assignment rule is run:
*The call will be assigned to the person or group defined in the Assignment Workflow. If the workflow specifies assigning the call on resolution, the call is sent to the specified analyst for closure. In this case, the workflow rules supersede closure rules, if any.
*The system displays the IPK Workflow Rule Found popup window, with a message indicating the name of the analyst or group to whom the call will be assigned. You may see the Close FCB and Close Resp options on this window. Select the relevant option to complete a First Call Back or Response escalation if there is a Service Level Agreement running on the call. Selecting these options indicates to the system that you have notified the user with regards to this call, and completes the First Call Back / Response components of the Service Level Agreement.
To view the details of a workflow, simply select it in the browse table and click .
To delete a workflow, select it in the browse table and click .
You can create workflows that can be used to specify the template to be used to create change or service requests when a ticket requesting/requiring a service is logged.
For example, if an incident is logged for a broken laptop screen and the agent determines the laptop needs to be replaced, he can close the incident with a status that refelects this, such as "Equipment Replacement Required". If there is an IPK Request Workflow configured against that status, the order can be placed immediately by the automatic generation of the request. The agent need not do anything more apart from correctly providing the reason upon closure of the initiating incident.
Select Menu and then Admin. From the submenu, select IPK Workflow Rules. The IPK Workflow Rules window appears.
From the IPK Workflow Rules group, select IPK Request Workflow.
The IPK Request Workflow window appears. It lists all the Request Workflows that have been defined in ASM.
To add a new workflow, click .
Set up the Request workflow.
Note: Any IPK Request Workflows linked to a deleted template will have an asterisk, ‘*’, succeeding its title. Furthermore, the Request will not be created when the IPK rule linked to this Request Workflow is run.
Title - type a name for the workflow you are creating
Workflow Description - type a brief description of this workflow
Template on Log/Update - Select the checkbox to enable the request workflow. This will enable the Workflow Process and Template lists.
Workflow Process - Use the list to select the process in which the workflow template you want to use is located. This will update the Template list below this field.
Template - Use the list to select the workflow template to be used for creating a request from the call logged.
Click . The IPK Notification Workflow window appears with the workflow you just created listed in the browse table. The appropriate workflow template is selected: the template that has been defined in the workflow.
A new request is created using the specified workflow template.
Call details are copied across from the call to the request.
Any Configuration Items and Services selected in the call are copied across to the request as linked items.
The following call details are copied to the request as detailed in the table below:
User -> User
User Org ->User Org
User Tel ->User Tel
User Location -> User Location
Configuration Item ->Linked Item
Service ->Linked Item
Call Description ->Request Description
Logging Analyst ->Request Created By
Current Date/Time ->Request Creation Date
Current Date/Time ->Implementation Start Date
When a call and request are linked to each other, the request history is updated to show that it was automatically created from Call <call number> based upon workflow rule <workflow rule name>.
The call history is updated to show that request <request number> was raised because of workflow rule <workflow rule name>.
To view the details of a workflow, simply select it in the browse table and click .
To delete a workflow, select it in the browse table and click .
In ASM, you can create Notification Workflows, that is, workflows that send an email, pager, or internal message to specified analysts or groups. You can also select the phase at which the notification is sent.
Select Menu and then Admin. From the submenu, select IPK Workflow Rules. The IPK Workflow Rules window appears.
From the IPK Workflow Rules group, select IPK Notification Workflow.
The IPK Notification Workflow window appears. It lists all the Notification Workflows that have been defined in ASM. To add a new workflow, click .
You can now select the analysts or groups to whom you want to send a notification.
If your system is partitioned, you can only add analysts or groups within the partitions to which you belong. Analysts may be able to see other analysts/groups on the workflow that do not belong to any of their partitions, for example when another analyst in a different partition has added these analysts/groups to the workflow.
5. Select the tab for the activity at which you want the notification to be sent:
Notify on Log/Update - Set up the notification to be sent when the call is logged, or updated to meet the criteria.
Notify on Log/Update occurs only once per IPK rule per call; notifications are not sent each time the call is updated. In order to send a notification every time the call is updated, create a Forum.
Notify on Resolve - Set up the notification to be sent when the call enters the Resolve phase. This is when the call will no longer be updated and is of state Open-Resolve or Open-Unresolve when there are closure groups set up in the system or Close-Resolve or Close-Unresolve when there is no closure groups set up in the system.
Notify on Close - Set up the notification to be sent when the call is closed.
In each tab you want to set up notifications, select the checkbox to Notify on.... This will enable the Add Recipient and Remove Recipient buttons.
6. To select the recipient(s) for notification, click Add Recipient. All of the identified recipients are displayed in the browse table. Complete the remaining columns for each recipient.
7. Click . The IPK Notification Workflow window appears with the workflow you just created listed in the browse table.
If a Notification workflow is run on call logging or update, the specified analysts and groups will receive notification that the call has been logged or updated. In the case of a call resolution, the specified analysts and groups will receive notification that the call has been resolved. If notification is set to occur on call closure, the specified analysts and groups will receive notification that the call has been closed.
To view the details of a workflow, simply select it in the browse table and click .
To delete a workflow, select it in the browse table and click .
You can create Forum Workflows, that is, workflows that define which forum is attached to a call when the call is logged.
Select Menu and then Admin.
From the submenu, select IPK Workflow Rules. The IPK Workflow Rules window appears. The explorer pane on the left of this window shows three groups: IPK Workflow Rules, Forum Managementand Auto Close Configuration.
From the IPK Workflow Rules group, select IPK Forum Workflow.
The IPK Forum Workflow window appears. It lists all the IPK Forum Workflows that have been defined in ASM.
To add a new workflow, click .
In the IPK Forum Workflow Setup window, complete the details:
Forum on Log/Update - select the forum to be applied to the call when it is logged or updated. This lists all the forums that have been defined in the Forum window.
Click . The IPK Forum Workflow window appears with the workflow you just created listed in the browse table.
A link is created between the forum and the call. All forum analysts will see the call in their Calls Outstanding window until the call is resolved. The forum analysts can contribute to the resolution of the call by adding notes and attaching objects to the call, which are also available to other forum analysts. In the Call Resolution phase, an email message is also sent to the members of the forum.To view the details of a workflow, simply select it in the browse table and click .
To delete a workflow, select it in the browse table and click .
Available in ASM EOS and later.
In ASM, you can create IPK Populate Workflows, that is, workflows that will update fields in your calls
Select Menu and then Admin. From the submenu, select IPK Workflow Rules. The IPK Workflow Rules window appears.
From the IPK Workflow Rules group, select IPK Populate Workflow.
The IPK Populate Workflow window appears. It lists all the Workflows that have been defined in ASM. To add a new workflow, click .
You can now select the fields you want to update automatically
Select the tab for the activity at which you want the notification to be sent:
Populate on Log/Update - Set up the field(s) to be updated when the call is logged, or updated to meet the criteria.
Populate on Resolve - Set up the field(s) to be updated when the call enters the Resolve phase.
Populate on Close - Set up the field(s) to be updated when the call is closed.
Click . The IPK Notification Workflow window appears with the workflow you just created listed in the browse table.
To view the details of a workflow, simply select it in the browse table and click .
To delete a workflow, select it in the browse table and click .
