Status based workflow

Status
Each record in TS no-code has a status assigned. 

 A status signifies the state of the record, in regard to maturity, responsibility and degree of completion etc., but also serves as an anchor for automated actions and permission for users. 

 A default status is always assigned. After that the status can change either manually, or as a result of automated action. 

 Sources for automated changes include 

 

 External users via questionnaire interaction 

 Timed  status actions : Ex. Escalation 

 Automated routing based on record values 

 

 The states available for a record are defined by which states are connected to the current state, either by status connectors or special properties ("meta state").

Status action
Status actions are addon functionality bound to a certain status. 

 When an item fulfills certain criterions, the action is fired resulting in 

 

 Sending of an email ( Notification ) 

 Export and routing of documents ( Export ) 

 Creation of tasks ( Task create ) 

 

 Conditions for triggers can be: 

 

 When entered 

 When leaving 

 Set amount of time 

 

 Read more about it here:  Status_actions

Status dependencies
Status dependencies ensure that a certain status can be assigned, after certain criterions are met. 

 Example: 

 

 Status "Priority handling" dependency: Customer type = "GOLD"

Status flow
Status flows represent legal pathways in the workflow. 

 In regard to the user interface, only valid options will be displayed i the records status selector. This check is also carried out by the data layer, so the same restrictions apply regardless of the data that was entered by regular users, file imports and the webservice interface. 

 If a given status can be used from most other states, we recommend using the Status:IsMeta attribute: Meta states can be entered from all other states.

Status routing
The routing feature provides options for changing a records status automatically. 

 To do routing you need the following 

 

 A test case

 

 A field reference 

 Compare operator (ex. "=") 

 Compare value (ex. "Hello world") 

 

 

 Status set if the test is POSITIVE 

 Status set if the test is NEGATIVE 

 

 The test is evaluated each time the record is saved, and status is only changed if a valid comparison can be made.

Workflow engine
All entities in the system have workflow / lifecycle model attached to them. In addition all records will have a status field, indicating the records place in its workflow. Each step in a workflow is called a status, and influences how records behave in that step (status). 

 

 What new status can be assigned from here 

 What automated actions should be carried out (see below) 

 What permissions do the users have in this step 

 What fields should be shown or hidden 

 What are the time constraints on this part of the process 

 

 Automated actions 

 Entering, leaving or staying in a certain status can trigger certain actions in the system. 

 Trigger summary 

 

 Enter 

 Leave 

 Timed 

 

 Timed actions are defined as an amount of time, relative to some date fields. 

 

 Send an email 1 day before the date defined in the BIRTHDAY field 

 Execute code 7 days after this status was reached 

 

 Actions include 

 

 Notifications 

 Task creation 

 Code execution (this can do anything) 

 Change status 

 Export data 

 Delete data (GDPR compliance) 

 

 Learn more about  Status action configuration 

 Performance measures (LEAN) 

 For each record in the system it is possible to measure the time spent in a status. 

 This can be compared to performance targets on 

 

 The whole flow 

 A single status 

 

 The targets consists of two values 

 

 Goal 

 Tolerance 

 

 

 After submitting a ticket, the service desk should optimally respond within 4 hours (goal). We can however accept if it takes 24 hours (tolerance). 

 

 We can now easily mark up records depending on their time usage 

 

 Green: Better than goal 

 Yellow: Better than tolerance, worse than goal 

 Red: Worse than tolerance 

 

 This can be visualized on each record using Gauge fields, or in aggregated form via a list report. 

 Instructions 

 Setting up measures 

 

 Entity > Advanced

 

 Set checkmark in 

 Define goal and tolerance 

 

 

 For each Entity > Status

 

 Define goal and tolerance 

 If the status is the last part of a measured workflow check Final 

 

 

 

 Adding Gauges to an entity 

 

 Visual extra: Visual: Target gauge Step 

 Visual extra: Visual: Target gauge Total