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