Processes
In the Self Service Portal dynamic processes can be defined, which can be triggered by submitting a Form or Shop request. A SSP 7 Process is fully editable by the Administrator, and runs on a few basic rules:
Any Process is built out of a sequence of Steps
A Step can ask for a human interaction ( Approval, Notification or Action), or make the connection to any external platform ( E.g.: ServiceDesk, ServiceManager, Remedy, CMDB).
Any Step that requires a human interaction is defined by:
- a Type : Notification, Approval, Action
- an Actor, who is assigned a task and thus receives an email from SSP 7
- any required action, this can be an approval or a mini-form that needs to be filled in
- an Email template that is sent to the Actor
- a Deadline in days
- Next steps : how the process can continue
- General information, like the Step Name, Information,...
4. Any Step that makes a connection to any external platform is defined by:
- the Adapter to be used
- the communication details
5. There are Special steps, that allow you to create complex processes:
- Multiplier : This step will repeat itself, based on the amount of possible Actors. A typical example is when the User requires access to multiple services ( example : shared folders), where each service has its own Approver ( who serves as the Actor for an Approval Step). The Repeater will break up the process into separate flows, one for each service.
- Decision : a Decision point allows you to define alternative paths inside the process, based on any given criteria.
Example 01 : Process with a Decision Step :
This process has the following steps:
- Notification 1 : an email sent to the Requester (for example). This step only sends out the email to the Actor, and requires no interaction from the Actor. This step is then closed and the process continues to step 2.
- Approval 1 : this step requires an approval (I accept / I decline ) from the Actor. In case of decline, comments are required, and the ticket is closed. A decline email is sent to the Requester. When approved, the process continues to step 3.
- Notification 2 : again, only the email is sent to the Actor, and the process continues immediately.
- Decision 1 : this step will define if the process goes to Approval 2a, or to Approval 2b. Regardless of the chosen path, the process comes together in the next step, Notification 3.
- Notification 3: final notification, and the process is completed, so the ticket is closed.
Example 02: Process with a Multiplier Step :
This process has the following steps:
- Notification 1 : an email sent to the Requester (for example). This step only sends out the email to the Actor, and requires no interaction from the Actor. This step is then closed and the process continues to step 2.
- Multiplier 1 : This step will multiply the next step by the amount of Actors for the next step.
- Approval 1a to Approval 1c : This step is repeated, based on the criteria set in the Repeater step above.
- Notification 2: final notification, and the process is completed, so the ticket is closed.
Search Ticket Result View
Via “Search ticket result views” you can define what the search results for tickets (by search tickets or general search) should look like:
One of the source types for field selection is “All search columns”:
When that column is added, then all "search result columns" are displayed, but only when the results of the same process originate. Which search result columns can be set to edit process -> General settings -> search result columns
Processes Admin
Category administration is accessed through the Admin panel in the Processes Section. The Processes admin page allows you to add, remove or modify Processes. The Processes screen is opened by clicking on the Processes-link in the Admin Panel.
The Processes List page shows a list of all current Processes.
The Processes admin page contains the following information and controls:
Search or filter the processes by entering a search text in the textbox and activate the search by clicking the Search button.
ADD PROCESS: Use this button to open the dialog window for entering a new Process.
Import
If the process upload was successful the `Process Imported` message will appear; the Import report will list any issues that might have occurred.
Maintenance
These actions are possible:
Check for Address book mismatches
In case the address book is used for selecting actors in process steps, then it may occur that actors have been selected in processes, but removed from the address book. The maintenance section gives the possibility to run a check on this within the current process. Click the `Check for address book mismatches` link.
Auto convert free text actor to address book actor.
Free text actors are good for testing a process, but when you need to update them, it can become hard to find all Steps where this type of Actor is used. This function allows you to change all these types of Actor to Address book entries.
Check for stuck tickets
This function will show a list of all tickets that are stuck, meaning that they did not go through to the next logical step. This can be caused by database connection errors.
Fix double step orders per process
Delete ticket with number
It is possible to delete a ticket from the database. Enter the ticket number and click DELETE. SSP will ask you for confirmation. Any deleted ticket is completely removed from all databases.
View subprocess usage
This link will provide an excel sheet, that documents where subprocesses are used in which (main) processes, indicating also the step where it is started. The following columns are provided in the Excel document:
- MainProcessId
- MainProcessTitle
- MainProcessStepName
- SubProcessId
- SubProcessName
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