HP Service Manager Process Designer for Help Desk
16
HP Service Manager Process Designer for Help Desk Workflow Transitions
description
HP Service Manager Process Designer for Help Desk. Workflow Transitions. Interaction Workflow. Interaction Transitions - 1. Manual Transition to Closure (FCR) Close Interaction User Authorized to Close & Not ESS & Not Service Catalog. Manual Transition to Closure Close Invalid Request - PowerPoint PPT Presentation
Transcript of HP Service Manager Process Designer for Help Desk
HP Service ManagerProcess Designer for Help Desk
Workflow Transitions
Interaction Workflow
Interaction Transitions - 1
Default Transition to Categorization
Automatic Transition to Work In Progress
Status = Dispatched ORStatus = In Progress OR
Status = Resolved
Automatic Transition to Review
Status = Resolved
Manual Transition to Closure
Close InteractionUser Authorized to Close
Manual Transition to Closure (FCR)
Close InteractionUser Authorized to Close &
Not ESS & Not Service Catalog
Manual Transition to Closure
Close Invalid RequestUser Authorized to Close
Interaction Transitions - 2Automatic Transition to
CategorizationStatus = Categorize OR
Status = Assign
Automatic Transition to Work In Progress
Status <> Resolved &Status <> Callback
Withdrawal Processing
Manual Transition to Closure
Close InteractionUser Authorized to Close
Manual Transition to Withdrawal
WithdrawUser Authorized to Update
Automatic Transition to Work in Progress
Status = In Progress ORStatus = Dispatched
Interaction Transitions - ALL
Default Transition to Categorization
Automatic Transition to Work In Progress
Status = Dispatched ORStatus = In Progress OR
Status = Resolved
Automatic Transition to Review
Status = Resolved
Manual Transition to ClosureClose Interaction
User Authorized to Close
Manual Transition to Closure (FCR)Close Interaction
User Authorized to Close &Not ESS & Not Service Catalog
Manual Transition to ClosureClose Invalid Request
User Authorized to Close
Automatic Transition to Categorization
Status = Categorize ORStatus = Assign
Automatic Transition to Work In Progress
Status <> Resolved &Status <> Callback
Withdrawal Processing
Manual Transition to Closure
Close InteractionUser Authorized to Close
Manual Transition to WithdrawalWithdraw
User Authorized to Update
Automatic Transition to Work in Progress
Status = In Progress ORStatus = Dispatched
Incident Workflow
Incident Transitions - 1
Default Transition to Categorization
Automatic Transition to Investigation
Status <> Categorize &Status <> Assign &
Status <> Suspended
Automatic Transition to Recovery
Status = Resolved ORSolution <> NULL &
Status = Work In Progress
Automatic Transition to Review
Status = In Progress ORStatus = Dispatched
Manual Transition to Closure
Close IncidentUser Authorized to Close OR User Authorized to Inactivate & Use Resolved Status = True
Manual Transition to Closure
Close IncidentUser Authorized to Close & Use Resolved Status = False
Incident Transitions - 2
Automatic Transition to Investigation
Status = Work In Progress
Automatic Transition to Investigation
Solution = NULL
Automatic Transition to Categorization
Status = Assign ORStatus = Categorize
Incident Transitions - All
Default Transition to Categorization
Automatic Transition to Investigation
Status <> Categorize &Status <> Assign &
Status <> Suspended
Automatic Transition to Recovery
Status = Resolved ORSolution <> NULL &
Status = Work In Progress
Automatic Transition to Review
Status = In Progress ORStatus = Dispatched
Automatic Transition to Investigation
Status = Work In Progress
Manual Transition to Closure
Close IncidentUser Authorized to Close OR User Authorized to Inactivate & Use Resolved Status = True
Manual Transition to Closure
Close IncidentUser Authorized to Close & Use Resolved Status = False
Automatic Transition to Investigation
Solution = NULL
Automatic Transition to Categorization
Status = Assign ORStatus = Categorize
Incident & Problem Task Workflow
Incident & Problem Task Transitions
Default Transition to Active
Manual Transition to CancelledCancel Task
User Authorized to Close
Manual Transition to Closure
Close TaskUser Authorized to Close
Automatic Transition to Active
Status = Work In Progress
Automatic Transition to Categorization
Status = Pending Review
Manual Transition to CancelledCancel Task
User Authorized to Close
Manual Transition to Closure
Close TaskUser Authorized to Close
& Priority > 2
Problem Workflow
Problem Transitions - 1
Manual Transition to Closure
Close ProblemUser Authorized to Close
Manual Transition to Abandonment
Abandon ProblemUser Authorized to Close
Automatic Transition to Review
Status = Resolved
Automatic Transition to Resolution
Root Cause <> NULL &Status = Work In Progress
Automatic Transition to Investigation
Status = Work In Progress
Default Transition to Categorization
Problem Transitions - 2
Manual Transition to ClosureClose Duplicate Problem
User Authorized to Close &Duplicate of Problem <> NULL &
Duplicate Problems <> NULL
Automatic Transition to Categorization
Status = Assign ORStatus = Categorize
Automatic Transition to Investigation
Status = Categorize ORRoot Cause = NULL &
Status = Work In Progress
Automatic Transition to Resolution
Status = Categorize ORStatus = Work In Progress
Problem Transitions - ALL
Manual Transition to ClosureClose Duplicate Problem
User Authorized to Close &Duplicate of Problem <> NULL &
Duplicate Problems <> NULL
Automatic Transition to Categorization
Status = Assign ORStatus = Categorize
Automatic Transition to Investigation
Status = Categorize ORRoot Cause = NULL &
Status = Work In Progress
Automatic Transition to Resolution
Status = Categorize ORStatus = Work In Progress
Default Transition to Categorization
Manual Transition to ClosureClose Problem
User Authorized to Close
Automatic Transition to Review
Status = Resolved
Automatic Transition to Resolution
Root Cause = NULL &Status = Work In Progress
Manual Transition to Abandonment
Abandon ProblemUser Authorized to Close
Automatic Transition to Investigation
Status = Work In Progress
