improving efficiency with reusable processes

Improving Efficiency with

Reusable ProcessesLinda KoestlerKinetic Data

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About Me

Left the world of mainframe programming to join Kinetic Data Contrary to what you may hear from my Kinetic colleagues, I have

never used punch cards.

I’ve been with Kinetic Data for 11.5 years

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Overview

Two types of reusable processes What is a reusable process? Discuss the benefits Review four examples

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What is a reusable process?

One process that can be used to support many service requests in one or many catalogs.

Reusable processes can fall into two categories: Spawned as a secondary process from another task tree

Process spawned by a customer

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Benefits

Define reusable processes to speed development Reduce the complexity of the task trees on your service items Aids in providing consistent processes Maintenance of reusable processes saves time and money

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Examples of Reusable Processes

Approval processes (simple, medium and complex) Gathering additional information post submission Cancel processing Conversation between requester and approver, or requester

and fulfiller Reminder processes

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Task Tree Types Create Tree Type

Executes when the Kinetic Base record is created

This type of tree is useful for reminders and processes that need to be processed prior to completion of service request submission

Complete Tree TypeExecutes when the Kinetic service request submission is complete

Useful for all other post submission processes

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Example 1 – Approval Processes

Requirement Send email notification reminders to the assigned approver

a predefined intervals

After a determined number of days, cancel the submission if it has not been approved

After approval is completed, pass response to original submission and resume processing

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Example 1 – Approval Processes

The Approval is created using a Service Item named “Approve Request”

This approval service item can be shared by many service items in your catalog

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Example 1 – Approval Processes

The Approve Request service item contains two types of trees:

Create Complete

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Example 1 – Approval Processes

Example of Create tree containing the reminder process

Notification are sent out at 3, 5 and 7 days

After 10 days the approval is expired and submission closed

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Example 1 – Approval Processes Example of Completion tree Responsible for retrieving the

approval response and comments

The response and comments are passed back to the parent submission via the creation of a trigger

Approval submission is closed

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Example 2 – Gather Additional Information

Requirement After customer submits request for printer based on usage, send a

request to purchasing to determine what kind of printer is needed.

The purchasing individual will enter the manufacturer, model and cost.

Information gathered will be added to the original submission.

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Example 2 – Gather Additional Information

Example of tree with node to gather additional information

This nodes creates a request similar to an approval

This request can be assigned to a group or an individual

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Example 2 – Gather Additional Information

Sample of the request to gather additional information

This request is opened via email link or portal page link

Additional information fields are filled in and request is submitted

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Example 2 – Gather Additional Information

Task tree on the child service item adds the new information to the original submission

Trigger is created in order to resume processing on the parent service request

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Example 2 – Gather Additional Information

The individual approving the request is able to view the new values gathered

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Example 3 – Cancel Process

Requirement Allow customer to cancel service item submission

Provide ability to cancelPrior to approval After approval (this requires special consideration because

fulfillment processes may have started)

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Example 3 – Cancel Process

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Example 3 – Cancel Process Portal page Service Item

Details panel is modified to display the Cancel Request link

This link opens a Cancel service item while passing the submission GUID as a parameter on the URL

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Example 3 – Cancel Process Cancel page

presented to customer

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Example 3 – Cancel Process

Cancel service item is developed to collect the cancel reason

This service item carries the task tree responsible for the cancellation process

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Example 2 – Cancel Process

This sample cancel request task tree contains nodes to send a notification and to execute a task handler to cancel the request based on a customer’s unique requirements

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Example 4 – Send Comment to Incident

Requirement Provide ability for customer to pass comments to the

technician fulfilling the request.

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Example 4 – Send Comment to Incident

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Example 4 – Send Comment to Incident Portal page Service Item

Details panel is modified to display the Add Comment link

This link opens an iFrame which includes a field for collecting the comments

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Example 4 – Send Comment to Incident This is the Add

Comments service item Very simple construction

that only needs to store the basics pieces of information

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Example 4 – Send Comment to Incident

This sample add comment request task tree contains a node to add a comment to the Incident

Other task handlers exist to add work info’s to Incident, Change Request and Kinetic Work Orders

The add comment request is closed

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Example 4 – Send Comment to Incident Sample of the of work

log comment added to the Kinetic Sample Incident form

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Reusable Task Trees

Presentation and code samples will be available on the Kinetic Community web site: http://community.kineticdata.com/

Demo Questions