Workflow management tools let you monitor Workflow status, control the Workflow (start, pause, resume, force cancel), and edit certain Workflow details.
There are two main tools: the Overview page, mainly for viewing status, and Layout page for viewing the logical flow. Both views support:
Viewing Workflow Dates Hierarchy
Subworkflows support nesting processes under a root workflow. The Workflow Date Hierarchy page lets you keep track of key dates associated with a root workflow and all of the associated subworkflows.
Show Picture
The page includes the root and all subworkflows. It displays the nesting relationship, status, requested date, baseline date, projected date, and cumulative date. The cumulative date represents the total projected time for all subworkflows in that branch of the hierarchy to complete.
From this page you can toggle the dates individually by clicking on the date/relative date information or toggle all dates in the hierarchy by using the Toggle Date link.
Clicking on the Workflow Name takes you to the overview page for that workflow instance.
When a subworkflow step is configured to auto-complete, an indicator (
) will be displayed next to the workflow status. This helps you determine if the overall date is impacted by that subworkflow and/or hierarchy branch. How to Access
This page can be viewed by clicking on the Calendar icon which is available on the:
Calendar icon
Grey header bar of Overview page
Grey header bar of Layout page
Subworkflow details on Layout page
For more on how to use the two Workflow management pages, see:
The Workflow web module also provides several tools for finding/selecting a Workflow. See:
Linking Workflows to Customers and Tickets
When you create a workflow you can establish a reference link to the specific customer or ticket the workflow is acting upon. This provides bi-directional visibility between the respective applications.
In the Workflow application, you can see the customer or ticket linked to a workflow instance.
In Customer Care and Tickets, you can see the workflow instances linked to a specific customer or ticket, regardless of where the workflows were initiated (Customer Care/Tickets or Workflow).