Workflow and ServiceDesk Community

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  • 1.  Workflow Status Page for User

    Posted Jun 23, 2014 11:17 AM

    I am building a hardware request workflow and would to give the user ability to check status (like checking status on an amazon order).  Does workflow have this built in? Or will I have to build a separate site to check for status?



  • 2.  RE: Workflow Status Page for User

    Broadcom Employee
    Posted Jun 23, 2014 11:40 AM

    What exactly are you hoping to display to the user when they view this page? By default a user will have the ability to view any process they submit with its current disposition. If you find the default process view page that is used by Workflow doesn't contain all the information you would like a custom page can be defined instead.

     



  • 3.  RE: Workflow Status Page for User

    Posted Jun 23, 2014 11:47 AM

    this is going to very much depend on how you are keeping track of your statuses during the lifespan of your process.  if you use a dialog workflow to control the process, and use process manager for the UI (like ServiceDesk tickets are handled), then you can give view permissions to the end user for the process that is created for their hardware request.  there's a lot more that goes into that than can probably be explained with text though.  so technically yes, workflow has this built in, if you configure your process properly.

    A very basic guide for this:

    In the top level properties for your Workflow type project, set the ticket prefix on the Reporting tab:

    6-23-2014 9-37-24 AM.png

    Include a Dialog Workflow component and configure the Assignments tab and task info:

    6-23-2014 9-39-01 AM.png

    6-23-2014 9-41-43 AM.png

    When this process runs, if everything is configured properly, you should have a ticket created in Process Manager.  if you have given permissions to the submitter to view the ticket, they should be able to see it in a report in PM.  Note in the screenshot of the workflow palette above that i'm setting permissions for the ticket in a separate model - this can be configured to assign permissions to whomever you want.

    Note as well the "Set Process State/Status" components that are keeping process track along the way.  This status will be visible to whomever has ticket view permissions in Process Manager.

    hopefully this will help you, or at least get you pointed in the right direction.

    -andrew



  • 4.  RE: Workflow Status Page for User

    Posted Jun 23, 2014 11:48 AM

    Depends on whether or not your workflow is using process manager. If it is, you could always provide the user access to the process view page, or otherwise port out the web part(s) that contains the data you want to show them. Otherwise, that's something you'd need to build yourself. However, if your project is a "web application" type, you might be able to save some time by adding another model to your original, and in the publishing tab, add the new model as an entry point. That may allow you to reuse some of the stuff you've already put together, and display it in a page built for the end user to track their request. Hope that is helpful...



  • 5.  RE: Workflow Status Page for User

    Posted Jun 23, 2014 05:37 PM

    I am using a basic workflow project with no interaction to process manager.  Would it be better if i use process manager? we have a separate ticketing system and are using workflow to automate some manual processes we have in our environment.  There is a gap in the manual approval process.



  • 6.  RE: Workflow Status Page for User

    Posted Jun 23, 2014 06:30 PM

    There are advantages to using process manager, but I'd bet retro-fitting your workflow to use it, and to have all the functionality you'll likely want would be close to an overhaul. Unless you've done it already, there's also the overhead of having your process manager set up properly (users populated, groups, permissions, etc). It sounds like your easiest and probably best option is to just put together a SQL script generator component that returns the data on the request, and a page to display it. - Either that, or see if your other ticketing system has an API you can leverage.