improving efficiency with reusable processes
DESCRIPTION
Improving Efficiency with Reusable Processes. Linda Koestler Kinetic Data. 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. Overview. - PowerPoint PPT PresentationTRANSCRIPT
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