Case Manager Introduction<>

Implementing a workflow

What is workflow?

The term ‘workflow’ refers to operational guidelines which describe the appropriate sequence of actions to take when carrying out a process. In Case Manager, a workflow is a mechanism to guide administrative staff through the processing of a particular type of request.

Case Manager services can share a common workflow or each Case Manager service can have its own, individually tailored, workflow.

The purpose of workflow

If you are a staff member who is processing a request, Case Manager’s workflow functionality:

lets you see how far the request has progressed through the various processing stages

lets you move a request to a new processing stage

gives you the set of appropriate choices about what to do next

automatically triggers appropriate system actions (such as send an email) at the appropriate time in the processing sequence

lets you mark a request as completed

Setting up workflow

Workflows consist of:

stages

rules

decisions

actions

The stage of an request indicates the point it has reached in the workflow processing sequence. For example, a request for an exemption will need to be reviewed to check that the applicant meets the criteria for exemption (e.g. has a suitable existing qualification or has sufficient professional experience). This might be called the ‘Competency Check’ stage. A interaction may pass through many stages, each of which signifies that the incoming interaction is being processed in a specific way. In the Case Manager workflow, the stage which a request has reached is usually indicated by the request’s status. For example, exemption requests at the Competency Check stage may have a status of ‘Competency Check’ or ‘Competency Check in Progress’. There are, however, no hard-and-fast rules about how you divide and label your workflow stages: you can make workflows precise and prescriptive or use a more generalised approach.

A rule is a set of criteria which is used to make a decision about how the interaction should be processed when it reaches a particular stage. For example, the application for exemption might require that the student sits a test to verify his or her level of knowledge.

A decision is a judgement about how an interaction at a particular stage should be processed. A decision is usually made by applying a particular rule. For example, if the applicant who is requesting an exemption has an appropriate existing qualification the decision might be ‘approve the request’ whereas if the applicant does not have acceptable formal qualification the decision might be ‘applicant must take take competency test’.

An action is the process which will be executed once a decision has been made at a particular stage. At the Competency Check stage of our request the possible list of actions might be ‘Approve Request, ‘Validate Qualifications’, ‘Perform Competency Test’ or ‘ Reject Request’.

When you edit or set up a workflow you define the processing stages required and link them together based upon the appropriate rules, decisions and actions.

Adding statuses

The stage of an interaction indicates the point it has reached in the workflow processing sequence. In the Case Manager workflow, the stage which a request has reached is usually indicated by the request’s status. Before setting up a workflow you need to create a set of statuses which correspond to your processing stages.

To set up workflow statuses

1Choose the Settings option in the left-hand menu and choose Workflow.

2In the Tasks panel choose Configure Statuses.

A list of existing statuses opens.

3In the Tasks panel click Create New Status.

Enter details of the status.

Note: if you leave the Valid From and Valid To dates empty the status will be available on all dates.

The optional Sort Order field is used to order the display of options in the bar-charts which show the number of requests at each status in the workflow. By default the bars are arranged in alphabetical order. However, in the example below the ‘Uncomplete’ status has been given a sort order number which is lower than the Submitted or Resolved statuses. Note also that any status which have a sort order will be sorted before statuses which do not have a sort order.

4Click Create.

The status is added to the list of valid statuses.

Adding actions

An action drives a process onwards in the workflow.

Actions are usually expressed in terms of a move from one status to another or as a change of task ownership from one person to another. Some actions may be associated with a specific system process: for example an ‘Assign Owner’ action would be associated with the reassignment of the owner of the task at a system level.

To set up actions

1Choose the Settings option in the left-hand menu and choose Workflow.

2In the Tasks panel choose Configure Actions.

A list of existing actions opens.

3In the Tasks panel click Create New Action.

Enter details of the action. If you wish to associate the action with an email template, select this from the Email Template list. If an action is associated with an email template, an administrator will be given the option of sending out an email based upon the template when the action is executed as part of a workflow.

Note: if you associate the action with an LDAP role then only users who members of the group will be allowed to perform the action.

4Click Create.

A panel opens allowing you to associate the action with specific system processes. If chosen, these processes will run automatically when the action is selected by the user.

5If you wish to associate the action with a process, click the process’s check box and click Enable. This moves the process into the Processes Linked With The Action panel.

6Click Save.

The action is added to the list of valid actions.

Setting up the workflow

When you set up workflow you associate system events with particular trigger-points in the application processing sequence.

To do this you set an action to occur when a particular point in a process has been reached. An action usually has two components:

a status change relating to the process request that is associated with the user's online activity — for example, if the user has successfully completed a course application and has paid the course fee his or her status may be changed to registered

a communication to the user which provides information relevant to the status change — for example, an acknowledgement email

Note: If you plan to edit a workflow, we suggest that, before making the edits, you save you save the settings using the Export option (see here). This will make it easy for you to revert to your previous settings.

To set up a workflow

1Click the Workflow graphic.

The list of available workflows opens.

You can edit or copy the default workflow (DEF_SUBMIT_REQUEST) or you can create a new workflow from scratch.

Initially we recommend copying the default workflow and using the copy as the basis for your first custom workflow.

2Click the Edit button against the Default Submit Request workflow.

The Workflow Details screen opens.

3Click the Filter button to see the various workflow transitions.

4In the Tasks panel choose the Copy Workflow option.

Enter a code and description for the workflow.

5Click Copy.

The copied workflow appears in the list of workflows with the name you gave it.

6Click the Edit button against the copied workflow and then click the Filter button to view the workflow details (see step 3, above).

The workflow consists of a list of rules governing the actions an administrator can take at given point in the processing of the request. In the example below we see the rules governing the six possible actions at the Escalated status.

7Configure the rule settings using the following actions:

Add a rule using the Add Row option.

Delete a rule by checking the Del box and then clicking the Delete Selected button.

Change the settings of the various rules by selecting options from the pick lists and, when you have finished, clicking the Save button.

Each ‘To Status’ associated with a ‘From Status’ will appear as an option in the Action pick-list of an application with the appropriate status.

Exporting and importing workflow settings

You can import and export workflow settings for a service. The settings are encoded in an XML format which can be downloaded for export or uploaded for import.

You can import and export the settings for a single service or for all services.

Example

The XML workflow settings file for the default Case Manager workflow (Default Submit Request) is shown below:

<?xml version="1.0" encoding="UTF-8"?>
<workflowExport version="1.0" timestamp="2012-11-30T13:01:32">
  <statuses>
    <status id="RECORDED" description="Uncomplete" sortOrder="0"/>
    <status id="APP_SUBMITTED" description="Submitted" sortOrder="10"/>
    <status id="REJECTED" description="Rejected" sortOrder="90"/>
    <status id="CLOSED" description="Closed"/>
    <status id="CRITICAL" description="Critical"/>
    <status id="ESCALATED" description="Escalated"/>
    <status id="RESOLVED" description="Resolved"/>
    <status id="SAVED" description="Saved"/>
  </statuses>
  <service id="LOG_CASE">
    <actions>
      <action id="ASSIGN" description="Assign to" systemAction="1"/>
      <action id="ASSIGN_OWNER" description="Assign owner" systemAction="1"/>
      <action id="ASSIGN_STUDENT" description="Assign to student" systemAction="1"/>
      <action id="CLOSE" description="Close" systemAction="1"/>
      <action id="ESCALATE" description="Escalate" systemAction="1"/>
      <action id="FLAG_CRITICAL" description="Flag as critical!" systemAction="1"/>
      <action id="REJECT" description="Reject" systemAction="1"/>
      <action id="RESOLVE" description="Resolve" systemAction="1"/>
      <action id="SAVE_EXIT" description="Save and exit" systemAction="1"/>
      <action id="SUBMIT" description="Submit" systemAction="0"/>
    </actions>
    <workflow id="DEF_SUBMIT_REQUEST" description="Default Submit Request" default="1">
      <workflowDetail>
        <fromStatus>RECORDED</fromStatus>
        <toStatus>APP_SUBMITTED</toStatus>
        <action>SUBMIT</action>
        <sortOrder>1</sortOrder>
      </workflowDetail>
      <workflowDetail>
        <fromStatus>RECORDED</fromStatus>
        <toStatus>SAVED</toStatus>
        <action>SAVE_EXIT</action>
        <sortOrder>2</sortOrder>
      </workflowDetail>
      <workflowDetail>
        <fromStatus>SAVED</fromStatus>
        <toStatus>APP_SUBMITTED</toStatus>
        <action>SUBMIT</action>
        <sortOrder>3</sortOrder>
      </workflowDetail>
      <workflowDetail>
        <fromStatus>APP_SUBMITTED</fromStatus>
        <toStatus>APP_SUBMITTED</toStatus>
        <action>ASSIGN_OWNER</action>
        <sortOrder>4</sortOrder>
      </workflowDetail>
      <workflowDetail>
        <fromStatus>APP_SUBMITTED</fromStatus>
        <toStatus>APP_SUBMITTED</toStatus>
        <action>ASSIGN</action>
        <sortOrder>5</sortOrder>
      </workflowDetail>
      <workflowDetail>
        <fromStatus>APP_SUBMITTED</fromStatus>
        <toStatus>APP_SUBMITTED</toStatus>
        <action>ASSIGN_STUDENT</action>
        <sortOrder>6</sortOrder>
      </workflowDetail>
      <workflowDetail>
        <fromStatus>APP_SUBMITTED</fromStatus>
        <toStatus>ESCALATED</toStatus>
        <action>ESCALATE</action>
        <sortOrder>7</sortOrder>
      </workflowDetail>
      <workflowDetail>
        <fromStatus>APP_SUBMITTED</fromStatus>
        <toStatus>REJECTED</toStatus>
        <action>REJECT</action>
        <sortOrder>8</sortOrder>
      </workflowDetail>
      <workflowDetail>
        <fromStatus>APP_SUBMITTED</fromStatus>
        <toStatus>RESOLVED</toStatus>
        <action>RESOLVE</action>
        <sortOrder>9</sortOrder>
      </workflowDetail>
      <workflowDetail>
        <fromStatus>APP_SUBMITTED</fromStatus>
        <toStatus>CRITICAL</toStatus>
        <action>FLAG_CRITICAL</action>
        <sortOrder>10</sortOrder>
      </workflowDetail>
      <workflowDetail>
        <fromStatus>ESCALATED</fromStatus>
        <toStatus>ESCALATED</toStatus>
        <action>ASSIGN_OWNER</action>
        <sortOrder>11</sortOrder>
      </workflowDetail>
      <workflowDetail>
        <fromStatus>ESCALATED</fromStatus>
        <toStatus>ESCALATED</toStatus>
        <action>ASSIGN</action>
        <sortOrder>12</sortOrder>
      </workflowDetail>
      <workflowDetail>
        <fromStatus>ESCALATED</fromStatus>
        <toStatus>ESCALATED</toStatus>
        <action>ASSIGN_STUDENT</action>
        <sortOrder>13</sortOrder>
      </workflowDetail>
      <workflowDetail>
        <fromStatus>ESCALATED</fromStatus>
        <toStatus>REJECTED</toStatus>
        <action>REJECT</action>
        <sortOrder>14</sortOrder>
      </workflowDetail>
      <workflowDetail>
        <fromStatus>ESCALATED</fromStatus>
        <toStatus>RESOLVED</toStatus>
        <action>RESOLVE</action>
        <sortOrder>15</sortOrder>
      </workflowDetail>
      <workflowDetail>
        <fromStatus>ESCALATED</fromStatus>
        <toStatus>CRITICAL</toStatus>
        <action>FLAG_CRITICAL</action>
        <sortOrder>16</sortOrder>
      </workflowDetail>
      <workflowDetail>
        <fromStatus>CRITICAL</fromStatus>
        <toStatus>CRITICAL</toStatus>
        <action>ASSIGN_OWNER</action>
        <sortOrder>17</sortOrder>
      </workflowDetail>
      <workflowDetail>
        <fromStatus>CRITICAL</fromStatus>
        <toStatus>CRITICAL</toStatus>
        <action>ASSIGN</action>
        <sortOrder>18</sortOrder>
      </workflowDetail>
      <workflowDetail>
        <fromStatus>CRITICAL</fromStatus>
        <toStatus>CRITICAL</toStatus>
        <action>ASSIGN_STUDENT</action>
        <sortOrder>19</sortOrder>
      </workflowDetail>
      <workflowDetail>
        <fromStatus>CRITICAL</fromStatus>
        <toStatus>RESOLVED</toStatus>
        <action>RESOLVE</action>
        <sortOrder>20</sortOrder>
      </workflowDetail>
      <workflowDetail>
        <fromStatus>CRITICAL</fromStatus>
        <toStatus>REJECTED</toStatus>
        <action>REJECT</action>
        <sortOrder>21</sortOrder>
      </workflowDetail>
      <workflowDetail>
        <fromStatus>RESOLVED</fromStatus>
        <toStatus>CLOSED</toStatus>
        <action>CLOSE</action>
        <sortOrder>22</sortOrder>
      </workflowDetail>
    </workflow>
  </service>
</workflowExport>
To export workflow settings

1In the Tasks area to the right of the Workflow screen select Export to File.

2In the Service pick-list choose the service you want to export.

If you select All you will export the workflow details of all services.

3Click the Export button.

4Choose a destination for the download and click Save.

To import workflow settings

1In the Tasks area to the right of the Workflow screen select Import from File.

The Import File screen opens.

2Click the Choose File button.

3Select the file you want to upload.

4Click import.

If the file has been successfully uploaded you will receive a confirmation message.