Navigation:  Admin Panel > Processes >

Overview

Previous pageReturn to chapter overviewNext page

In the Self Service Portal dynamic processes can be defined, which can be triggered by submitting a Form or Shop request. A SSP 7 Process is fully editable by the Administrator, and runs on a few basic rules:

1.Any Process is built out of a sequence of Steps
2.A Step can ask for a human interaction ( Approval, Notification or Action), or make the connection to any external platform ( E.g.: ServiceDesk, ServiceManager, Remedy, CMDB).
3.Any Step that requires a human interaction is defined by:

 - a Type : Notification, Approval, Action

 - an Actor, who is assigned a task and thus receives an email from SSP 7

       - any required action, this can be an approval or a mini-form that needs to be filled in

 - an Email template that is sent to the Actor

 - a Deadline in days

 - Next steps : how the process can continue

 - General information, like the Step Name, Information,...

4. Any Step that  makes a connection to any external platform is defined by:

 - the Adapter to be used

 - the communication details

5. There are Special steps, that allow you to create complex processes:

 - Multiplier : This step will repeat itself, based on the amount of possible Actors. A typical example is when the User requires access to multiple services ( example : shared folders), where each service has its own Approver ( who serves as the Actor for an Approval Step). The Repeater will break up the process into  separate flows, one for each service.

 - Decision : a Decision point allows you to define alternative paths inside the process, based on any given criteria.
 

Example 01 : Process with a Decision Step :

process_02_decision450

This process has the following steps:

- Notification 1 : an email sent to the Requester (for example). This step only sends out the email to the Actor, and requires no interaction from the Actor. This step is then closed and the process continues to step 2.

- Approval 1 : this step requires an approval (I accept / I decline ) from the Actor. In case of decline, comments are required, and the ticket is closed. A decline email is sent to the Requester. When approved, the process continues to step 3.

- Notification 2 : again, only the email is sent to the Actor, and the process continues immediately.

- Decision 1 : this step will define if the process goes to Approval 2a, or to Approval 2b. Regardless of the chosen path, the process comes together in the next step, Notification 3.

- Notification 3: final notification, and the process is completed, so the ticket is closed.

 

Example 02: Process with a Multiplier Step :

multiplier450

This process has the following steps:

- Notification 1 : an email sent to the Requester (for example). This step only sends out the email to the Actor, and requires no interaction from the Actor. This step is then closed and the process continues to step 2.

- Multiplier 1 : This step will multiply the next step by the amount of Actors for the next step.

- Approval 1a to Approval 1c : This step is repeated, based on the criteria set in the Repeater step above.

- Notification 2: final notification, and the process is completed, so the ticket is closed.