Configuring custom process flows

You can create and modify custom process flows, which determine the change lifecycle. You must associate a custom process flow with the appropriate change template or templates. Then, when the user with appropriate permissions selects the template on the change request form, the custom process flow applies to the change request.

The process determines the status flow. You must create a unique approval process for each custom process flow. 

Overview

The process flow data dictates the state transitions of the change request within the different stages of the Standard Process flow.

The following process flow configuration records are provided out-of-the-box:

• Standard Process
• Standard Process - Automation System—This is a modified version of the Standard Process. This process uses a subset of the process stages that can be leveraged by integrations that create change records. In this process flow, the change request goes directly from Draft to Planning In Progress state, which is in the Assessment, Planning, and Scheduling stage.

The application does not modify the out-of-the-box records as these are considered system records as denoted by the Process Flow Type field. The application creates new process flow configuration records, which have a Custom Process Flow Type value. Currently, the custom process flows are leveraged using change templates, that is, you can configure a template to invoke one of these custom flows. Since these flows are invoked using templates, you can create very specific flows for a wide range of uses cases. For example, you can create a template that is related to a specific CI and attach a specific change process flow for that CI. 

To create a custom process flow

You create the custom process flow in two stages. First, you complete the fields on the form. Then, after you click Save, you add the status transitions.

1. From the Application Administration Console, click the Custom Configuration tab.
2. From the Application Settings list, choose Change Management > Advanced Options > Process Flow Configuration, and then click Open.
3. On the Progress Flow Configuration form, complete the following information:
   • Company—Select the company to which the process flow applies. If the process flow applies to all companies, select Global.
   • Process Flow Name—Enter a descriptive name. When a change request uses the process, the process flow name is recorded on a work info record.
4. Ensure that the status is set to a non-enabled status, such as Proposed, because status transitions cannot be added to the custom process flow until the form is first saved.
5. Click Save.
   You can now add the status transitions.
6. Click Add.
   You can either copy status transitions from another process or add transitions.
7. If you copy status transitions from another process, modify the status transitions as appropriate.
8. If you do not copy status transitions, add the status transitions by performing the following steps:
   1. In the Add Status Flow dialog box, select the Next Stage and Next Status values.
      For the first status transition, the Current Stage is Initiate and the Current Status is Draft, as illustrated in the following figure:
      
      
   2. Click Add.
      Unless the Next Status value is Closed, the Add Status Flow dialog box refreshes to the next stage. The Current Stage and Current Status fields display the values that you selected.

   3. Repeat steps 8 a. and 8 b. until you have added status transitions to bring the process flow to the Close stage and Closed status.

      Recommendation

      Do not create a custom flow that skips the Completed status.

   4. Click Close.
      The Process Flow Configuration form displays the status transitions in the Process Flow Lifecycle table.
9. Click Save.

To associate the process flow with a change template

1. From the Application Administration Console, click the Custom Configuration tab.
2. From the Application Settings list, choose Change Management > Template > Template, and then click Open.
3. Either search for and open an existing change template, or create a new change template.
4. Click the Process Flow tab.
5. In the Change Process Flow field, select the custom process flow.
   The Status Transition field displays a textual representation of the status flow transitions.
6. Click Save.

To define an approval process for a custom change process flow

1. From the Application Administration Console, click the Custom Configuration tab.
2. From the Application Settings list, choose Foundation > Advanced Options > Approval Process Configuration, and then click Open.
3. In the Change Process Flow field, select the custom process flow.
4. On the Status Flow tab, complete the following fields:
   • Begin—Status for which approval is required to continue
   • Approved—Status to which the change request moves upon approval. This value can be any status after the value selected in the Begin field.
   • Rejected—Status to which the change request moves upon rejection. This value can be Rejected, Pending, Closed, Cancelled, or any status before the value selected in the Begin field.

   • No Approver—Status to which the change request moves if no approver is mapped for this stage. This value can be any status.

     Example

     Calbro Services configures the approval process for the custom process flow illustrated in the preceding figure. Calbro Services requires approval to move from the Review & Authorize stage (with the status of Request For Change) to the Implement (with the status of Implementation in Progress) stage. They complete the status fields as follows:

     • Begin—Request For Change
     • Approved—Implementation In Progress
     • Rejected—Rejected
     • No Approver—Implementation In Progress
5. Click Save.

For additional information, you can view the BMC Communities blog post on BMC Remedy Change Management custom process flow.