Features/Workflow engine

Usage

All entities in the system have workflow / lifecycle model attatched to them. In addition all records will have a status field, indicating the records place in its workflow. Each step in a workflow is called a status, and influences how records behave in that step (status).

• What new status can be assigned from here
• What automated actions should be carried out (see below)
• What permissions do the users have in this step
• What fields should be shown or hidden

Automated actions

Entering, leaving or staying in a certain status can trigger certain actions in the system.

Trigger summary

• Enter
• Leave
• Timed

Timed actions are defined as an amount of time, relative to som date fields.

 Send an email 1 day before the date defined in the BIRTHDAY field

 Execute code 7 days after this status was reached

Actions include

• Notifications
• Task creation
• Code excution (this can do anything)
• Change status
• Export data
• Delete data (GDPR compliance)

Learn more about Status action configuration

Performance measures (LEAN)

For each record in the system it is possible to measure the time spent in a status.

This can be compared to performance targets on

• The whole flow
• A single status

The targets consists of two values

• Goal
• Tolerance

 After submitting a ticket, the service desk should optimally respond within 4 hours (goal). We can however accept if it takes 24 hours (tolerance).