open horizons - vibe: run, rabbit run
TRANSCRIPT
9/13/2016
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Vibe – Run, Rabbit Run
Diethmar Rimser
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About this Session
This is a real business use case.
Because of internal company changes only externalpeople will take care of IT requests.
A tool which• forwards requests to the right people including notification,
• makes it easy to check status and supports escalation,
• and is easy to use.
Vibe includes many features - in this case „workflowand forms“ is a fancy solution, isn‘t it?
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Agenda
● General/Background● Workflow basics
● Business Case
● Implementation
● Conclusion
Business Use Case
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Request
• No local IT administrator
• No local helpdesk
• External people will take care of requests, solveproblems and deliver required services
• Not only one single contact – even not only onecompany
• External service team:• Sometimes lack of availability
• Sometimes lack of communication
• Sometimes lack of feedback
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Brainstorming …
Elements• Inbox
• Who is responsible?
• Do it!
• Did it.
New form• Who
• Priority
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Brainstorming …
Three boxesInbox
In Progress
Archive
Move items from box to boxWorkflow
Form
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Form
Form/View Designer – Entry Definition
Describe Workflow Concepts
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What is Workflow?
• How does work flow?
• Workflows are processes that already exist in your business.
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Workflow Definition
• The path and systems used in the linked flow of activities with a specific start and finish that describe a process.
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Create a Workflow
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Defining Workflow Terms
• States
• Transitions
• Notifications
• Access Controls
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Viewing an Existing Workflow
1. Form/View Designer
• Site based
• Local based
2. Expand Workflow Processes .
3. Select the workflow you want to view.
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The Design Area
• The Workflow Designer has two sections:
– The top section is the Design Area.
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The Workflow Preview
– The Workflow Preview at the bottom displays a graphical representation of the workflow design.
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Elements of a Workflow
• The general relationships between the elements are:
– Workflow process
> Add States or Parallel Workflow Thread
> Modify Initial or End State
– States
> Set up On Entry or On Exit events
> Configure Workflow Questions
> Add Access Controls
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Transitions
• Transition types:
– Immediate Transition
– Manual Transition
– Transition After Time Elapsed
– Transition on a Variable
– Transition on a Comment or Reply
– Transition on Data Entry Values
– Transition on Modify
– Transition on Response
– Wait for Parallel Thread(s) to End
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Access Controls
• Access controls can be assigned at the:
– Workflow level
– State level
• Access controls define what can be done to the entry in this state and who can do it.
• Access control types:> Delete Access
> Modify Access
> Read Access
> Transition Into This State
> Transition Out Of This State
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Summary
State 1
State 2
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Summary
State 1
State 2
Transition
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Summary
State 1
State 2
Transition
On Exit
On Entry
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Summary
State 1
State 2
Transition
On Exit
On Entry
Access Control
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My Workflow
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My first Approach
A ticket „flows“ from entrance via „In Progress“ to „Archive“.
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Phase I
Ok, cool. It‘s working.
But if a ticket takes too much time?
Escalation!
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Phase I
Using conditional transitionsTransition after Time elapsed!
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Phase II
Notify peopleNotify team if a new ticket has been entered
Notify responsible people
Notify …?
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Phase II
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Phase III
Is there a possibility to support priorities?
Depending on priority – different escalation states.
I use „Entry Data“
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Phase III
Set a beginning point
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Phase III
Change the waiting cycle depending on priority.
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Final Phase?
Adding Access Controls
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Additional Work
Move item from folder to folder
Inbox listens to mails
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Time to test
Notification is working?
Folder to folder move is working?
Escalation is working?
Escalation depending on priority is working?
…
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Conclusion
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Ressource Library & Sandbox
Check this ressource!
Forms, workflows, sample workspaces.
Download, adjust and use!
Use sandbox to find out if you will like it!
vibe.novell.comSee complete library at:
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Conclusion
This request – a very interesting project!
Especially priority escalation was interesting (without programming).
In the beginning the responsible administrator was not really convinced but now he trusts this workflow!
A Short Session here,
but an AdvancedWorkshop at Our
OH Summit!
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