Created by joey.hambuchen, last modified by tessa.haentjens on Jul 20, 2015

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For information about the design and implementation of the Issue Management workflow, go to: Issue Management Workflow Design and Implementation
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For information about Issue Management, go to: Issue Management

Description

The Issue Management workflow is an out-of-the-box workflow used to resolve an Issue created by a user.

Which roles are involved?

Role
Task
Required
Requester
  • Starts workflow
Yes
Reviewer
  • Decide whether to review
  • Analyze and propose solution
Yes
Stakeholder
  • Approve Solution
Yes
Assignee
  • Provide Solution
No
Issue Manager
  • Assign Reviewer
Yes

Who can start the workflow?

By default, the workflow can only be started by a Start Event. Creating a new Issue will trigger this workflow.

What status transformations happen in this workflow?

Status
Description
NewThe starting status of the asset
Under ReviewAfter the Reviewer decides to review the issue
PendingThe Reviewer needs more information
InvalidThe Reviewer rejects the issue
Submitted For ApprovalThe Reviewer accepts the proposed solution
In ProgressThe Reviewer appoints an Assignee
Resolution PendingThe Assignee marks the issue as solved
ResolvedThe Reviewer accepts final changes

Walk Through

Diagram

Start the Workflow

The workflow starts with the creation of an issue. 

 

Community > Issues

 

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For the Issue Creation Walk-Through, go to: Issue Creation Walk-Through

Accept Review

The Reviewer is asked to accept or reject reviewing the Issue.

Pressing "Accept" means that the reviewer decides that the issue is valid and that it should be reviewed.

Alternate Path

If the Reviewer presses the "Reject" button, the issue is marked as Invalid. The Requester is notified with an email, and the workflow terminates.

Timer Path

If the reviewer doesn't complete this task in 10 business days, the Issue Manager must assign a new Reviewer.

Analyze and Propose Solution

Next, the reviewer must propose one of four possible solutions. Pressing "Request Approval" sends the workflow on its "happy path." 

Status Change

Requesting approval changes that status of the issue to Submitted For Approval.

Alternate Path 1

If the Reviewer presses "More Information," the status is changed to Pending and the Requester is prompted to provide more information.

Alternate Path 2

If the Reviewer presses "Invalid Issue," the status is changed to Invalid. The Requester is notified with an email, and the workflow terminates.

Alternate Path 3

If the Reviewer presses "Reassign Reviewer," the Reviewer assigns a different Reviewer who must once again analyze and propose a solution (pick from the same 4 options.)

Approve Solution

Next, the stakeholders vote on the solution.

Pressing the "Approve/Reject" button on the task notification will prompt the Stakeholder with a voting form. 

Status Change

After the Stakeholder's approval, the status changes to Accepted.

Alternate Path

If the Stakeholders vote to reject the solution, the status reverts to Under Review, and the Reviewer must once again analyze and propose a solution (pick from the same 4 options.)

Appoint Assignee or Mark as Resolved

Next, appoint a user to resolve the issue

Selecting the "Assign or Resolve" button on the task notification will prompt a form for Reviewer to assign somebody to resolve the issue.

Status Change

After the Reviewer's assignment, the status changes to In Progress.

Alternate Path

If the Reviewer feels that the issue can be resolved without the help of another person, the Reviewer can press "Resolve." this will mark the issue as Resolved, notify all parties, and terminate the workflow.

Provide Solution

Next, the Assignee solves the issue.

Status Change

After the Assignee marks the issue as "solved", the status changes to Resolution Pending.

Timer Path

If the Assignee doesn't complete this task in 7 business days, the status is changed back to Accepted. The Reviewer can then select a new Assignee that will hopefully solve the task within the 7 business days.

Alternate Path

The Assignee can assign the issue to a different Assignee. That new Assignee then has 7 business days to provide a solution.

Review Solution

Next the Reviewer has to review the solution. An accepted solution will result in a status change to Resolved. All parties are notified, and the workflow is complete. 

Status Change

After the Reviewer accepts the solution, the status changes to Resolved.

Alternate Path

If the Reviewer rejects the solution, the issue goes back to Under Review status.

The issue is resolved

Configuration

Settings > Workflows > Definitions > Issue Management

Description

Settings > Workflows > Definitions > Escalation Process>  Description

Description: This process handles all issues. It will automatically be started when a new issue is created. Roles are assigned dynamically by the process using the configured user expressions. First a reviewer can accept to do the review, or if no reviewer responds within time-limit, the issue manager is asked to assign a reviewer. The reviewer can then choose to ask more information, choose another reviewer, reject the issue or accept the issue and propose a solution. If the issue is accepted, the stakeholders are asked to vote for the proposed solution and if accepted, the reviewer can assign an assignee and ask that person to implement the solution. The assignee implement the solution or reassign to yet another assignee. After implementing, the reviewer is asked to review the solution and when accepted, the requester is notified of the resolution and the process is ended.

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For more information about this section, go to: Managing Workflows > Configuring > Description

Applies To

This Workflow Definition applies at the Asset level and for specific asset types

Settings > Workflows > Definitions > Issue Management > Applies To

Applies To: Asset

Asset TypeWithinDescription
Data Issue Only applies to Data Issues (which includes all issues)
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For more information about this section, go to: Managing Workflows > Configuring > Applies To

Configuration Variables

The Configuration Variables can be edited directly from the settings page.

Settings > Workflows > Definitions > Issue Management > Variables

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For more information about this section, go to: Managing Workflows > Configuring > Configuration Variables

Start Label

The start label is configured in the upper right corner of the page.This is the label that is shown to the users when they are allowed to start the workflow. The name can be changed by pressing the Edit button and filling in a new label.

Settings > Workflows > Definitions > Issue Management > Start Label

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For more information about this section, go to: Managing Workflows >Configuring > Start Label

Start Events

The Issue Management Workflow is triggered automatically with the creation of an issue.

Settings > Workflows > Definitions > Issue Management > Start Events

Start EventDescription
Asset AddedStarts when a Data Issue is created (See the applies to section)
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For more information about this section, go to: Managing Workflows > Configuring > Start Events

Roles

There are currently no roles assigned. Because this workflow is triggered with a Start Event, no roles are necessary.

Settings > Workflows > Definitions > Issue Management > Roles

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For more information about this section, go to: Managing Workflows > Configuring > Roles

Other

Settings > Workflows > Definitions > Issue Management > Other

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For more information about this section, go to: Managing Workflows > Configuring > Other

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