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Creating Serial/Parallel Service Desk Workflow

Created: 29 Oct 2013 | 7 comments

Good morning everyone.  I have a rather strange request.  We are trying to implement a Workflow for new hires.  Due to our company structure new hires must go to a particular individual (or queue) to be created in or ERP system.  This person must do there part before anything else.  Once they are done we would like for the ticket to create child tickets to other groups based on criteria within the ticket.

For example, if they choose for the new user to receive a computer, phone, voice mail, and web access (by using check boxes), it would create three new tickets and route to the appropriate queue's.  The only thing is these child tickets cannot be created until the first person is done.  So this is serial/parallel type workflow.

Would anyone have any insight or ideas on how we could implement something like this?

 

Thanks

Operating Systems:

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michael.george's picture

As long as you are using the advanced Workflow DLL, I imagine that something like this would work:

  1. Initial workflow task form that your HR person (or whatever) chooses what items the new hire gets
  2. Loop through those items and check against possible options (illustrated below with a text equals multiple rule)
  3. Coming out of the rule, you connect twice (which is why we need the advanced dll): Once to a workflow task for that option and once back to the for each loop.
  4. Output from each optional workflow task goes to a wait for workflows component.

Obviously, this is very rough and you'll undoubtedly need to add more componenets to make your specific tasks work, but this should be the rough framework you are looking for.

Screen Shot 2013-10-30 at 10.43.06 AM.png

 

Screen Shot 2013-10-30 at 10.43.06 AM.png

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resendesw's picture

This will def help me along.  Thanks!!!

One thing, I can seem to find the Wait for All Workflows Components (Merge)

PeeGee's picture

Assuming that you can NOT find it, make sure that you create a project of the type WORKFLOW as you won't have it in Webform types.

michael.george's picture

Good point! The "Web Application" type will also have it.

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resendesw's picture

This particular workflow is a Web Application.  I tried opening a Workflow project (the built in Request Access to Network Share) and still cant find that last component.  Any chance it was removed or renamed in Workflow 7.5?

michael.george's picture

Not that can guess. The screen shot I took was from a brand new web app I created just to take the picture. I'm on 7.5, so it was there for me. Did you load up the advanced DLL? maybe it's in there.

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resendesw's picture

Adding the advance DLL did in fact bring in that last component.  Im still working on this as I need to check not only text but checkboxs (boolean) for comparison.