internal help desk construction document - bizagi...internal help desk construction document...
TRANSCRIPT
Table of Contents
Process Diagram ............................................................................................................ 4
Data Model ................................................................................................................ 5 1.
SYSTEM ENTITIES........................................................................................................................................ 6
WFUSER.................................................................................................................................................... 6
AREA .......................................................................................................................................................... 6
Case Type ................................................................................................................................................ 6
Request Type ......................................................................................................................................... 6
Category .................................................................................................................................................. 6
Subcategory ........................................................................................................................................... 6
Status ........................................................................................................................................................ 6
Priority ...................................................................................................................................................... 7
Closure Type .......................................................................................................................................... 7
COLLECTIONS .............................................................................................................................................. 7
Ticket History ......................................................................................................................................... 7
Forms ............................................................................................................................ 7 2.
Visibility rules ............................................................................................................................................... 7
Validations ..................................................................................................................................................... 9
Business Rules ........................................................................................................ 10 3.
Rules for Tables updating ............................................................................................................... 10
Performers ................................................................................................................ 11 4.
Assignment rules ...................................................................................................................................... 11
www.bizagi.com
Internal Help Desk Construction Document
3 Confidential
Your company is growing up and the technologic resources management becomes more critical
and complicated. Impacts generated by unavailability and malfunctioning are getting bigger,
making assistance requests more frequent and complex.
Bizagi’s Help Desk process template allows you to efficiently manage employees’ incidents and
requests in a single process, providing effective solutions in the lowest time. The process allows to
improve employee productivity and to handle your activities with a continuous improvement
concept: delivering control of case records in the knowledge base and requesting actions
improvement. This way, every case becomes positive feedback that will reduce case opening and
standardize the attention of frequent incidents.
Feel free to download it from our Free Process Central and to customize it according to your needs.
www.bizagi.com
Internal Help Desk Construction Document
4 Confidential
This document will guide you through the main steps to build the Internal Help Desk process in
Bizagi. The main factors are presented here.
Process Diagram 1.
The Internal Help Desk process starts when an employee opens a case. It will be assisted by the Help
Desk Agent
The Help Desk Agent must verify the case information and check whether further information is
needed, if the case must be escalated or if he/she can resolve it. Once all the required information is
complete and the case is addressed by the person who is able to resolve it, the solution is sent.
When the effectiveness of the solution is verified, the case is recorded in the KB, if required, and
finally is closed by the Help Desk Agent.
www.bizagi.com
Internal Help Desk Construction Document
5 Confidential
Data Model 2.
In the Data Model, there is the Business Process entity called Ticket. This entity contains all the
attributes and relationships of the case.
The first relationship is with the system entity WFUSER, which allows the process to identify the case
performers, such as the requester, the Help Desk Agent, technicians, people to whom the case is
escalated and the person to whom improvement suggestions are sent.
Relations with Parameter tables are established too, such as Case Type, Priority and Status. These
allow the user to select values for being used as case information.
Finally we have the relationship with the Ticket History collection. This is a one to many relationship
since a case can have many comments. This way the information is recorded between the different
case performers.
A brief description of the entities is presented below.
www.bizagi.com
Internal Help Desk Construction Document
6 Confidential
SYSTEM ENTITIES
WFUSER
This entity is useful to identify the employee who opened the case, the performers and the people
in charge of the areas to whom improvement suggestions are sent.
AREA
This entity identifies the Area to which a user belongs
Parameter entities
Case Type
This identifies the case type which can be an Incident or a Request.
Request Type
This is a Request classification so that a case can be escalated in a more specific way.
Category
This is an Incident classification.
Subcategory
This is an Incident sub-classification so that a case can be escalated in a more specific way.
Status
This identifies the case status, which can be Open, Waiting for Information, Resolved or Closed.
www.bizagi.com
Internal Help Desk Construction Document
7 Confidential
Priority
This identifies the case priority, which can be Critical, High, Medium or Low
Closure Type
This identifies the case closure type according to the case type, which can be Immediate or with
Monitoring.
COLLECTIONS
Ticket History
It is a collection that saves the information flow between the different case performers. In this
collection the person who makes the comment, the date and additional files are saved.
Forms 3.
The Internal Help Desk forms require the use of advanced properties of Behaviors and Validations,
so that queries and information can be entered in the correct way.
Visibility rules
Some of the Internal Help Desk forms require visibility rules so that information is shown or hidden
according to what has happened in the case. This presents the information in an organized manner
for the end users
For the “Analyze and Resolve” task, some visibility rules are used for showing information related
with escalation and information request. Thus, only if these actions are going to be executed, will
their information be shown.
www.bizagi.com
Internal Help Desk Construction Document
8 Confidential
Visibility rules are also used for showing the Information Tables in the different tabs of the forms. If
the tables have no records, they are not shown.
www.bizagi.com
Internal Help Desk Construction Document
9 Confidential
Validations
In the “Analyze and Resolve” task, Bizagi validates that the case resolver only executes one of the 3
possible options:
Request information to the requester
Escalate the case or
Send a solution.
In order to achieve that control a validation is used, in the Advanced Properties of the form that will
throw an error message when the user tries to execute more than one action at the same time.
www.bizagi.com
Internal Help Desk Construction Document
10 Confidential
Business Rules 4.
This process executes different business rules to establish the process flow and to manage its
information. These rules are executed on enter, on exit and/or on save of some tasks.
Rules for Tables updating
These rules are executed on exit of “Analyze and Resolve”, “Send Requested Information” and
“Report solution did not work” and are used to enter information into the different information
tables.
These rules make it possible to enter information automatically to the tables such as the name of
the person who recorded the information and the date when he/she did it
www.bizagi.com
Internal Help Desk Construction Document
11 Confidential
Once the information has been added to the tables, it is displayed as follows:
Performers 5.
The assignments in the “Analyze and Resolve” task, are one of the most important things for the
Internal Help Desk process because the cases must have assistance from the correct people. For this
reason it is necessary to establish conditions that allow the process to do the assignments in the
correct way.
Assignment rules
These rules are executed in the performers assignment of the “Analize and Resolve” task. Here four
conditions are used:
Default: This condition is used to assign the case, initially, to the Help Desk Agent. Here the
Attribute “first” is evaluated. It is TRUE the first time the process enters the “Analyze and Resolve”
task and it will be FALSE the rest of the process.
www.bizagi.com
Internal Help Desk Construction Document
12 Confidential
Selected Area: This condition evaluates if the process had previously entered into the “Analyze and
Resolve” task and if it was escalated to an area so that the current assignee is a person who belongs
to such area.
Selected Person: This condition evaluates if the process had previously entered into the “Analyze
and Resolve” task, and if it was escalated to a specific person so that such person is the new case
assignee.
www.bizagi.com
Internal Help Desk Construction Document
13 Confidential
Keep Assignee: This condition evaluates if the process had previously entered into the “Analyze
and Resolve” task and for any reason (Requested information was sent or Requester reported
ineffective solution) must be resumed by the last person who worked on the case.
This process also executes rules on enter and on exit of different tasks for validating and saving
information of every case.
Now you are ready to customize this process to your needs.