HP Service Manager Process Designer for Help Desk Workflow Transitions

Interaction Workflow

Interaction Transitions - 1 Manual Transition to Closure Close Interaction User Authorized to Close Manual Transition to Closure (FCR) User Authorized to Close & Not ESS & Not Service Catalog Close Invalid Request Default Transition to Categorization First, this slide shows the forward progression through the workflow. Notice that the ticket can be closed from multiple phases (Logging, Categorization, and Review). A ticket closed in the Logging phase is an FCR. Automatic Transition to Work In Progress Status = Dispatched OR Status = In Progress OR Status = Resolved Automatic Transition to Review

Interaction Transitions - 2 Automatic Transition to Categorization Status = Categorize OR Status = Assign Automatic Transition to Work In Progress Status <> Resolved & Status <> Callback Here, we see the reverse transitions, that occur when an update causes a ticket to move backwards in the workflow. Also, the workflow steps for a request for withdrawal are detailed. Withdrawal Processing Manual Transition to Closure Close Interaction User Authorized to Close Manual Transition to Withdrawal Withdraw User Authorized to Update Automatic Transition to Work in Progress Status = In Progress OR Status = Dispatched

Interaction Transitions - ALL Default Transition to Categorization Automatic Transition to Work In Progress Status = Dispatched OR Status = In Progress OR Status = Resolved Automatic Transition to Review Manual Transition to Closure Close Interaction User Authorized to Close Manual Transition to Closure (FCR) User Authorized to Close & Not ESS & Not Service Catalog Close Invalid Request Automatic Transition to Categorization Status = Categorize OR Status = Assign Status <> Resolved & Status <> Callback Withdrawal Processing Manual Transition to Closure Close Interaction User Authorized to Close Manual Transition to Withdrawal Withdraw User Authorized to Update Automatic Transition to Work in Progress Status = In Progress OR Status = 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 OR Solution <> NULL & Status = Work In Progress Automatic Transition to Review Status = In Progress OR Status = Dispatched Manual Transition to Closure Close Incident User Authorized to Close OR User Authorized to Inactivate & Use Resolved Status = True User Authorized to Close & Use Resolved Status = False First, the progressive path through the workflow.

Status = Work In Progress Incident Transitions - 2 Automatic Transition to Investigation Status = Work In Progress Solution = NULL Automatic Transition to Categorization Status = Assign OR Status = Categorize Second, the events which will cause a ticket to revert to a previous phase.

Incident Transitions - All Default Transition to Categorization Automatic Transition to Investigation Status <> Categorize & Status <> Assign & Status <> Suspended Automatic Transition to Recovery Status = Resolved OR Solution <> NULL & Status = Work In Progress Automatic Transition to Review Status = In Progress OR Status = Dispatched Manual Transition to Closure Close Incident User Authorized to Close OR User Authorized to Inactivate & Use Resolved Status = True User Authorized to Close & Use Resolved Status = False Solution = NULL Automatic Transition to Categorization Status = Assign OR Status = Categorize

Incident & Problem Task Workflow

Incident & Problem Task Transitions Default Transition to Active Manual Transition to Cancelled Cancel Task User Authorized to Close Manual Transition to Closure Close Task Automatic Transition to Active Status = Work In Progress Automatic Transition to Categorization Status = Pending Review User Authorized to Close & Priority > 2 Note the following: --The review phase is only used if the Priority of the task is 1 or 2. --The “Pending Review” status is not shown in the Active phase for Priority 3 or 4 tasks, so they do not enter the Review Phase.

Problem Workflow

Problem Transitions - 1 Automatic Transition to Review Status = Resolved Automatic Transition to Resolution Root Cause <> NULL & Status = Work In Progress Automatic Transition to Investigation Default Transition to Categorization First, the forward progression of the Problem Workflow. Manual Transition to Closure Close Problem User Authorized to Close Manual Transition to Abandonment Abandon Problem

Problem Transitions - 2 Manual Transition to Closure Close Duplicate Problem User Authorized to Close & Duplicate of Problem <> NULL & Duplicate Problems <> NULL Automatic Transition to Categorization Status = Assign OR Status = Categorize Automatic Transition to Investigation Status = Categorize OR Root Cause = NULL & Status = Work In Progress Automatic Transition to Resolution Second, what events can cause a reversion to a previous phase. Also, the workflow steps to close a duplicate problem are shown.

Close Duplicate Problem Problem Transitions - ALL Manual Transition to Closure Close Duplicate Problem User Authorized to Close & Duplicate of Problem <> NULL & Duplicate Problems <> NULL Automatic Transition to Categorization Status = Assign OR Status = Categorize Automatic Transition to Investigation Status = Categorize OR Root Cause = NULL & Status = Work In Progress Automatic Transition to Resolution Default Transition to Categorization Close Problem User Authorized to Close Automatic Transition to Review Status = Resolved Manual Transition to Abandonment Abandon Problem