What's New with Workflow

V25.7

• Trigger Enhancements - Workflow Trigger functionality has been enhanced to support better scheduling, auditing, and visibility into completed events:

  • A new Trigger Completed trigger lets you initiate an action when a specified trigger finishes. For instance, you can send an email when a Recurring Workflow trigger completes or encounters an error. This can work in combination with a new Notification Policy setting for triggers. The policy specifies whether to send a notification based on the completion status: Success, Failure, Both, or Never. See Triggering an Action When a Trigger Completes.

  • Recurring trigger enhancements:

    • A new Run Now option is available.

    • When setting frequency units in the Occurs selector you have two new options for Seconds or Minutes (in addition to hourly, weekly, monthly and yearly).

    See Working with Triggers.

  • Improved auditing/logging - a new history view for a selected trigger is available from the Configure Trigger form. See .

    Trigger History

    The trigger history can assist you with logging and troubleshooting.There are two ways to view trigger history:

    • From the Triggers page, the View History link displays the history for all triggers system-wide.

    • A trigger-specific history is available from the Configure Trigger page.

    System-wide Trigger History

    Access is via the View History link on the Triggers page.

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    From the Trigger History page you can search for triggers and displays the results.

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    Due to the large number of messages that are sent to from the service bus, the date range for searching must be equal to or less than 30 days.

    The Result field contains the following values:

    • Completed Successfully

    • Errorred

    • Filter Did Not Match

    • Trigger Disabled

      When the result is errored the system will display an icon. Clicking on the icon will display the logging ID and error message.

      Hovering over a row display a More Info icon at the far right. Clicking on the icon display the message details. Users can use this to help troubleshoot when the result is Filter Did Not Match.

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    Trigger-specific History

    The trigger-specific history provides expanded history information for a selected trigger. This view is available from the Configure Trigger form.

    

    The Trigger History displays all instances of that trigger with start/end dates, subscription results, any result messages. The two far right columns provide access to details (Info icon), and the ability to download a log file (Download icon). The download requires the Download Log File permission. There is also an option to export the history.

    

    Message Details Example:

    

  • Improved security - Modifying system-defined triggers is restricted to IDI associates.

V25.4

• Integrating Zinier field service management - IDI’s field service management solution, powered by Zinier, lets service providers fully automate their entire service delivery process—from order capture and provisioning to customer communications. Service providers can automate scheduling, optimize route planning, and track field activities in real-time.

  Note

  Field service management is distributed across several functional areas in the IDI platform. Service providers will need to coordinate with IDI account management and Zinier to enable and fully integrate the field service management functionality with their IDI platform. Refer to Field Service Management for details.

  The following is supported in the IDI Workflow platform:

  • Field service requests are managed through work orders. Work Order Types are configured in Workflow (CONFIGURE > Work Order Types). See the topic on configuring work order types.

  • Work orders can be submitted by web orders through a properly configured workflow that includes a new Create Work Order action and Wait for Signal action.

    • To configure the actions, see the applicable topics: Create Work Order and Wait for Signal.

    • For guidelines on how to embed in a workflow, see Creating a Field Service Work Order Via Web Orders.

V24.2

• Automate changing a customer’s balance aging group - A Balance Aging Group parameter has been added to the Modify Customer action in workflow. The drop-down menu for this parameter lists all balance aging groups configured in Admin Console Data Management.

V23.7

• Workflow provides a new E911 Service Modifed trigger and Create Batch Detail action to auto-create create E911 file records when E911 information on a service is modified via Orders or Customer Care. The trigger is available under the Services category. When this trigger is selected, the Create E911 Batch Detail action is available under Customer Care. See Create E911 Batch Detail.

V23.3

• A new E-Rate Utilization Manually Created trigger paired with any one of several Workflow actions lets you automate a wide range of functions such as create a follow-up, journal, or ticket; send an email, or create an adjustment for the utilization amount entered. For details on this trigger see the article on Managing E-Rate in the IDI Knowledge Center.

V22.3

• New Workflow action for Reversing Service Penalties

  A new Reverse Service Penalties action support reversing penalties applied during final billing when reconnecting an account or service. The action is available under the Orders category in the Actions list. See Reverse Service Fees.

v20.10

• Export Workflow Definitions - The Configure Definitions page provides an Export link in the lower right corner.

• Multi-select capability on the Workflow and Task Search pages - This enhancement lets you select up to 10 values in these fields:

  • Task Search: Status, Group and User fields

  • Workflow Search: Status and Coordinator fields

v20.6

• Enhanced Linkage Between Workflows Related to Customer Care 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).

  See Linking a Workflow to a Customer orTicket.

• Workflow Task View on Overview Page – The Workflow Overview page has a new view option called Workflow Tasks that shows task information for the workflow.

• Exporting Workflow Search Results - On Workflow search results, an Export option is available at the right, under the grid. Clicking Export will generate a csv file with all rows across all pages in the search results grid.

v20.2

• Ability to set Processing Time to NOW - Parameters will accept a configuration value for Workflow Engine to set a timeframe, auto resume a Workflow, or set for wait time, similar to GETDATE function in SQL. This functionality is included in Extended Data and Action Parameters.

  Added option to select System.CurrentDateTime in Workflow when creating Triggers and Workflow Definitions.

  • For Triggers, this can be selected:

    • when adding a condition on the left side of the Trigger

    • as a parameter value on an Action.

  • For Workflows, this can be selected:

    • as a parameter value on an Action

    • on a condition within a Conditional step

• Support for Contains operator - Added option for Contains or Does not Contain in Trigger and Workflow conditions for text and hyperlink fields.

  Also added options for Begins With and Ends With in Trigger and Workflow Conditions for text and hyperlink fields.

• Trigger configuration compatibility with Internet Explorer - Updates made so that boolean Workflow Action parameters no longer cause an issue in Internet Explorer 11.

v20.1

• Configuring and Using Quicklinks in Workflow - Workflow now supports quicklinks to facilitate navigation between web modules and other external systems. This is equivalent to what has been available in the Customer Care, Tickets and Inventory web applications.

• Viewing Workflow Notes from a Task - Users can now view notes on a workflow instance from the Tasks in that workflow instance. This saves users from having to open multiple tabs to view order notes. A notebook icon has been added at the top right of the Task Details page and in Tasks expanded in the My Tasks and Search grids. See .

  Viewing/Adding Notes

  You can view notes on a Workflow and add new notes from either the Overview or Layout page. Both pages have an array of buttons on the right side of the gray banner. .

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  You can access the Overview and Layout pages by several means, such as Search or My Workflows.

  Click to add a note.

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  Click to show existing notes.

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  Note

  Depending on how the note was added, the Note Level column may provide links to other views.

  Show Notes for Workflow Hierarchy is checked by default. When checked, all notes associated with that Workflow Hierarchy will be displayed.

  The far left column indicates if the row is associated with a subworkflow. The link icon will display for all subworkflows.

  The Workflow Name column is sortable so that you can group items in the results by Workflow Name.

  The Note Level column includes the level property. When the note is at the step or task level, a link is provided that takes you to the details pages for that item.

  Viewing Notes from Task Views

  You can also view notes on a workflow instance from the Tasks in that workflow instance. This saves you from having to open multiple tabs to view order notes. To do this, click the notebook icon at the top right of the Task Details page, or in Tasks expanded in the My Tasks and Search grids.

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• Added REST APIs to Workflow Management to activate, complete, wait and error a work item instance See API documentation for details.

v19.10

• Filter trigger list based on System-Defined or User-Defined - Updated the Trigger search page to allow filtering of user-defined versus system-defined triggers. System defined triggers are not displayed by default but can be displayed by changing the Type option in the search criteria. When viewing a system-defined trigger, a System-Defined label is displayed.

• Added Datalook up for Customer Attributes by key and by Name.

v19.2

• Force Complete Billing Order Action has been added to Workflow. It uses Billing Order Management (BOM) to update the status of the billing order. The force complete will then mark all billing order line items as complete, cancel any execution plans, and write to the history table. (More)

  Note

  This action should be used in Workflow instead of using the Auto Complete configuration in Config Console.

• Store recompute value for Action - Saves the computed value for each parameter that is passed in an action and helps troubleshoot when using SmartData (simple or data look ups).

• Option to include and set values for completed and cancelled line items – Two new parameters on the following Workflow Order Actions let you decide whether or not to exclude canceled or completed line items in your workflow, after the Billing Order has completed.

  • Update Billing Status

  • Set End Date

  • Set Start Date

    Note

    If a value is not set and the parameters are left blank, the action will act on completed and canceled line items. If your process includes billing orders that are set to auto-complete, you should leave the parameters blank.

v1.23 New Features & Enhancements

• Added Triggers for Workflow Instances and Tasks (Work Item Instances)

  • A trigger is now available for when a Workflow Instance is created and modified.

  • A trigger is now available for when a Task (i.e. Work Item Instance) is modified.

  The new triggers are displayed in the Triggers Gallery under the Workflow Category.

v1.22 New Features & Enhancements

• New Actions:

  • Make HTTP Request - Use this action when you want to call an Http endpoint. With this action, you can communicate with arbitrary, existing HTTP endpoints by providing the address, method and request body. Authorization headers can be configured in the event the endpoint requires authorization. The IDI Security Token (SWT) can be included on the request to allow for integration to IDI web services.

  • Add Wait Time - This action supports the ability to add wait time to a process. The 'Add Wait Time' action should be configured in a Workflow Definition when the process requires a wait before the next ranked task should go to an In-Progress status. For example, a customer satisfaction survey should be sent via email five days after a ticket is closed. Users can configure the process to have the 'Add Wait Time' action immediately after the close ticket task in a workflow. This will insure that the survey is sent 5 days later.

• Updated Action:

  • Web API - This action now includes an Authorization parameter. This field can be populated with an authorization value to be included in the HTTP request.

• Added Workflow Hierarchy Option to Workflow Notes Page - A parameter was added to the Workflow Notes page to 'Show Notes for Workflow Hierarchy'. This checkbox will be checked by default. When checked, all notes associated with that Workflow Hierarchy will be displayed.

  Within the grid on the Notes page, a column was added to indicate if the row is associated with a subworkflow. The link icon will display for all subworkflows.

  A column was added to the grid that displays the Workflow Name. This column is sort-able so that users can group items in the results by Workflow Name.

  The Note Level column of the grid was updated to include the level property. When the note is at the step or task level, we display a link that will navigation users to the details pages for said item.

• Usability Enhancement on My Task Page - When a user expands a task on the My Task page, the system will display the details in edit mode.

  When a user clicks cancel, the system will undo the changes and collapse the details section.

• Usability Enhancements for Triggers and Actions Galleries - Categories were added to organize the gallery display and minimize users having scroll to select Triggers and Actions.

  The bookmark feature was added so users could bookmark their most commonly used Triggers and Actions.

  Users can now search the gallery for specific Triggers and Actions.

• System Performance Enhancements

v1.21 New Features & Enhancements

• Auto Resume Workflow Instances - This lets you configure the system to automatically request that the workflow be taken off hold and update the workflow status accordingly. Changing a Workflow status to Auto Resume requires Manage Workflow Instances permission. The settings are available on the Changing Workflow Status dialog.

• Recurring Triggers - A recurring trigger will deliver an action based on a configured scheduling pattern. You can configure when to start and end the recurring pattern. End dates are inclusive of the date configured.  The scheduling pattern options are hourly, daily, weekly, monthly and yearly. 

• Trigger History Page - The Trigger History page can assist with logging and troubleshooting. This page is available by clicking the new View History link on the Triggers Search page.

Previous Releases