hp service manager process designer for help desk
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 PresentationTRANSCRIPT
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
