Configuring workflow for status transitions

This troubleshooting topic is about configuring workflow for status transitions after migrating from FootPrints version 11.0 to FootPrints version 12.0.

• • Description
  • Resolution

Description

The following table describes workflow for status transitions in FootPrints version 11.0 and FootPrints version 12.0:The [confluence_table-plus] macro is a standalone macro and it cannot be used inline.

Resolution

• To resolve this issue, review your FootPrints version 11.0 Automated Workflow configurations and determine the workflow process you must configure.
• In FootPrints version 12.0, a workflow process specifies how a ticket should be processed throughout its life cycle, based on the state of a selected field.
  For example, the Status field. Workflow processes comprise of states (field values), transitions, and business rules. You can create several workflow processes and define a set of conditions that determine a workflow to use for a ticket. Navigate to Administration > Workspace > (item) > Workflow Processes > (workflow). The following image displays an example of a workflow to manage the status transitions of your workspace tickets:
  
• Use the workflow process to define initial status values and transitions allowed for users.  You can configure particular states and transitions that are based on the status permissions defined in your FootPrints version 11.0 roles.
• Note that any state transition that is allowed for at least one role must be represented by an arrow on the graph. You can then allow or disallow that transition in the the workflow permissions for a particular role. Any transition that is disallowed for all roles does not have an arrow on the graph and is not available in the workflow permissions in the roles.

The following steps guide you to define the workflow permissions for a particular role on your FootPrints version 12.0 system:

1. To choose an existing role or create a new role for your workspace, navigate to Administration > Roles.
2. Select the items that must be available for a user with this role.
   For example, Incident or Problem.
3. To configure the Workflow Permissions which are a set of transitions that are allowed for a user role, navigate to Administration > Roles > (role) > Workflow Permissions. The following image from FootPrints version 12.0 roles administration shows a Workflow Permissions configuration using the workflow process from the example above:
   
4. Log in as a user of the configured role.
5. To create a ticket and verify your workflow, click the Home tab.
   For example, the Workflow permissions defined in the above example have the following behavior:

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  • The transition from Start to Request is allowed and the transition from Start to In Progress is not allowed for this role so a user in this role can create a ticket only in Request status.
  • The user can make any other transitions between statuses as defined in the workflow process graph except from In Progress to On Hold, since the role doesn't have permissions for the In Progress to On Hold statuses.
  • The transitions that are not represented by arrows in the graph are disallowed for all user and are not represented in the role's workflow permissions.

The following information guides you to use workflow to control state transitions for the status field. The same workflow might apply to any other choice field that relates to your business processes that might require a workflow.

• If transition from any status to any status is allowed for all users in all roles, the workflow is not required. However, the users must have Edit permission for the field.
• If users are not allowed to go from one particular status to another, but are allowed to go between other statuses, you must represent all allowed transitions in your workflow process. You must have directional arrows between the statuses that allow these transitions. The allowed transitions are available in the workflow permissions in the roles.
• If you have a workflow process that applies to all roles, you don't need to modify the workflow permissions in the roles. The workflow process applied to all roles and the workflow permissions reflect the allowed transitions in the workflow process graph. You must change them only if you want to refrain a role from using the configured workflow process.
• You can create several workflows for the same status field with different defining criteria. In the following example, you may have two workflows; one for customers and another for agents and use the following conditions in their defining criteria:
  • Customer Workflow: Updated By equal to Any Customer
  • Agent Workflow: Updated By equal to Any Agent