Workflow

When an Incident is created it is assigned the Incident Workflow that governs the lifecycle of the request. The SLA allocated to the Incident determines the Workflow options made available for the Incident. Before saving the Incident, the User can adjust the system assigned Workflow, if more than one Workflow option is available.

After the Workflow is assigned to the Incident, all stages of the assigned Workflow can be viewed by selecting . The Workflow map displays the entry points (blue boxes), transitional States (orange boxes) and exit points (red boxes).

The User moves the Incident through the Workflow Lifecycle by adjusting the options displayed in the  Next Action field.

Moving through the Workflow

To move an Incident through the stages of the Workflow, in the Summary tab of the Incident Information screen:

1. Click Edit
   The Next Action field with a drop down list of Status options is displayed below the Status field.

2. Click on the Next Action field
   The Status options are displayed. This list is based on the configuration of the assigned Workflow.
   
   

3. Select a State

4. Click Save.
   The selected Status is assigned to the Incident with the updated logic applied (i.e., the SLA Timers may now be active or inactive based on the newly assigned State configuration. See: Status.)

Team Assignment during the Workflow Lifecycle

To ensure that all Incidents are managed throughout the Workflow, the Team assigned to the Incident when it is first logged within the system is set as the default Team.

Pending - No Contract Status

When the Contracts or Invoices functionality is enabled and an Incident is created, the system will verify the service entitlement status of the Customer and if a valid contract is not in place, the new Incident is assigned a Status of Pending-No Contract and locked until a valid contract is associated with the Incident.

In a request Group where the Customer and Organizational Unit does not have a Contract, if an Item applied to a request has a Contract and another does not, a relevant Status will be applied to each request. The User will be able to edit the request with a valid Contract, but the request without a Contract will be locked down to a Pending - No Contract Status, until a valid Contract is applied to the Incident.

The Customer is automatically sent the NoContractCreateRequestSummary email when the Incident is saved with the Status. A reminder email can be sent by the Technician from within the Summary tab by clicking , when the Incident maintains this Workflow Status assignment. See: Contracts