Incident Workflow
This option allows the organization to parametrize the workflow of the statuses associated with the tickets.
Once you accede to the option, GlobalSUITE shows a functionality that allows you to establish different workflows required by the organization. For this task, there are the following options:
New: It allows the user to insert a new entry in the table.
Remove: It offers the possibility of removing an entry of the table of workflow. For this task, you have to select the specific line and click on the button ‘Remove’.
Change Name: It allows the user to modify the workflow name.
Download: You can download the list of workflows in editable format (xlsx) or in PDF.
When you select a workflow of the table, you access to a screen which allows you to configure the workflow. In the upper left table you can view the statuses that are part of the workflow.
The table allows you to view different statuses that form the workflow. The table shows the following information:
Status: The column allows you to view different statuses which are defined. For inserting a new status you have to click on the button ‘New’ that it’s located in the top part of the table. In case you want to remove a status of the table, you have to select the specific row and click on the button ‘Remove’.
Type: This column allows you to define the type which is associated with a specific status. For associating a type, you have to click twice on the cell and select the type in the drop down menu. These are the types established by default:
Initial: First status of the ticket. This typology only allows you to associate one status of the table.
Intermediate: The intermediate typology is a consequent status. You can associate all intermediate statuses you demand.
Final: This typology is associated with the closure of the ticket. You can associate all final ticket you demand.
Notices Activated: This field allows you to configure whether, by default, those responsible for the status will be notified by email when the ticket is assigned.
The statuses are shown in green or red color if there are valid or invalid, respectively. For defining a valid status it’s necessary to complly the following conditions (these conditions are displayed by placing the cursor over the question mark icon):
It has associated an employee as status supervisor and it has access to the platform. For this case there are two possibilities:
a. Assign a company role at least to one employee which will be an user of the platform.
b. Assign a higher entities role which has an employee, that will be user of the platform, at least.
It has associated anterior and posterior states that allow advancing the workflow. It must comply according to the type of status:
a. Initial Status type: It must have one posterior status at least (if the workflow has more statuses)
b. Intermediate Status type: It must have one posterior status and one anterior status at least.
c. Final Status Type: It must have one posterior status at least.
This table shows different fields that form the tickets and allowing the following options:
Expanded: This option allows the user to define if the selected field has to be shown complete, in that case you must defined ‘Yes’ or collapsed, or in negative case you have to select ‘No’.
Visible: It allows to indicate if the section is visible in the ticket form when it is in the selected state. By default, all sections are visible to all states. If you want to disable a section, click on "Yes", automatically changing to "No".
The table of roles & employees offers the possibility of a706pxssigning each one of the statuses to the profiles or employees who will could assign themselves to the status management. These are the options that GlobalSUITE allows:
Associate Roles/Employees: It offers the possibility of assigning the profiles and resources in charge of the management.
The employees that will appear in the window will only be those with an associated user, since it is necessary that they have access to the ticket management tool.
NOTE: According the roles defined in a status, you can only select those roles defined in the workflow.
In the case of "Final" type states, you can configure which roles/employees have privileges to reopen a closed ticket.
This table is a functionality associated with those companies that have the functionality of subentities, this option offers the possibility of associating Roles of higher entities which are in charge of managing the ticket. These are the options that GlobalSUITE allows:
Associate Roles: You can assign the supervisors of the management according the roles status of the higher entity.
The table ‘Previous Status’ offers the possibility for users to define, based on a selected state, those statuses which can lead. GlobalSUITE allows the following management:
Statuses: It allows you to select, from the list, the previous status you have selected on the top table.
Add: Once selected the status in the dropdown, it allows you to insert the same status in the table and associate it to the selected status.
Remove: It allows you to remove a status inserted on the table. For this task you have to select the specific row and click on the button ‘Remove’.
The table ‘Previous Status’ offers the possibility for users to define, based on a selected state, those statuses which you can define for managing the ticket. GlobalSUITE allows the following management:
Statuses: It allows you to select, from the list, the previous status you have selected on the top table.
Add: Once selected the status in the dropdown, it allows you to insert the same status in the table and associate it to the selected status.
Remove: It allows you to remove a status inserted on the table. For this task you have to select the specific row and click on the button ‘Remove’.
NOTE: Once established the workflow, it has to be associated with the specific ticket for which will apply the associated workflow, as it’s shown in the following image.
