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Stat 7.0 - Web User Guide

Stat Web Queries CSRs Workflow Tasks CSR Logs Change Management Object Migration Process Requests CSR History CSR Migration Path Job Monitor Test Connect Reports

Workflow

Workflows are sets of rules that regulate the sequence and conditions by which CSRs can change from one status to another. Your system administrator defines workflows based on a combination of service domain and CSR type. When creating a CSR, the Workflow field automatically displays the default workflow defined for the selected CSR type (if any). You can select a different workflow if more than one has been defined. However, if no workflows have been defined for the selected CSR type, this field is grayed out.

When you create a CSR that is assigned a workflow, the start status of the workflow is automatically the status of that CSR. The statuses to which you can transfer the CSR are determined both by the sequence of the workflow diagram and the completion of any transfer rules that may exist.

Topics:

•
Changing CSR status
•
Understanding the Workflow section
•
Viewing transfer rules
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Delaying approval requests
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Sending approval request notifications
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Updating approval lists
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Approving migrations and transfers

Changing CSR status

When working on CSR assigned to a workflow, you cannot change the status of the CSR until any workflow rules governing that status transfer have been met.

To change the status of the CSR assigned to a workflow:
1
Click the Workflow section in the CSR window.
The Workflow window shows the current status of the CSR and the status(es) to which it can be transferred as specified in the workflow diagram. See Understanding the Workflow section .
For each status, the window also shows if the transfer rules defined for that status have been satisfied. A green check mark indicates that all the transfer rules have been met and the CSR can be transferred to that status. If any of the transfer rules defined for a status have not been satisfied, you cannot transfer the CSR to that status.
2
To transfer the status of a CSR, select the radio button next to the status and click Transfer Status. You can only transfer a CSR to statuses that display a green check mark, meaning that all their transfer rules are satisfied.
The Transfer History portion of the Workflow window shows the sequence of status changes the CSR has already gone through.

Understanding the Workflow section

The Workflow screen consists of three sections:

•
Status History section: Displays at the top of the page. Shows recent and current status, and offers status transfer interactivity to advance to the next status.
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Diagram section: Shows a graphical representation of the workflow.
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Detail section: Displays below the workflow diagram. Shows details about an item selected in the diagram.

Status History section

The top portion of Workflow section shows a linear sequence of statuses, starting with past statuses, followed by the current status, followed by options for the next possible status.

Each past status shown is labeled with status name that represents the sequence of occurrence. Up to three past statuses are shown. If more than three past statuses exist, the sequence of statuses starts with an entry "(…)" before the three visible statuses. The current status is displayed next in bold.

A list of available transfers from the current status of the workflow is displayed next. The green check mark in the Transfer Ready column indicates if all rules for each status have been satisfied. If current user is able to transfer the status, the radio button next to the status in the Transfer To column will be enabled. Note that all rules could be satisfied for a status, but current user may not be in the Changed-by Users list. In this case, the radio button next to the status in the Transfer To column will not be enabled.

If a red stop icon is displayed in the Transfer Ready column, it indicates the presence of a condition blocking the transfer to that status.

Once an active status in the Transfer To target status list is selected, and when all possible additional conditions to transfer to the status have been met, the Transfer button become enabled, allowing the user to perform the status transfer.

When an active radio button in the Transfer To column is clicked, designating a target status, the following can result:

•
If nothing else is required for the status transfer to take place, the Transfer button becomes active.
•
If a status transfer rules is prompting a queue change, a set of interactive prompts appears, asking for a queue and user choice. The queue choice begins as active. Once a queue is chosen, the user choice activates. Once both choices have been made and nothing else is required for the status transfer to take place, the Transfer button becomes active.

A change of queue choice resets the user choice.

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If the target status choice implies a transfer override, an interactive prompt for an override explanation appears. Once text has been entered in the field, and nothing else is required for the status transfer to take place, the Transfer button becomes active.
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If the target status choice closes the CSR, an interactive prompt for CSR resolution information appears. Once text has been entered in the field, and nothing else is required for the status transfer to take place, the Transfer button becomes active.
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