Vibe Workflow Automates IT Request Process

9/13/2016
@ copyright Diethmar Rimser, 2016 11
Vibe – Run, Rabbit Run
Diethmar Rimser
© Open Horizons. All rights reserved. Diethmar Rimser 2016, 2
About this Session
This is a real business use case.
Because of internal company changes only external
people will take care of IT requests.
A tool which
• forwards requests to the right people including notification,
• makes it easy to check status and supports escalation,
• and is easy to use.
Vibe includes many features - in this case „workflow
and forms“ is a fancy solution, isn‘t it?

9/13/2016
Agenda
● General/Background
● Workflow basics
● Business Case
● Implementation
● Conclusion
Business Use Case

9/13/2016
Request
• No local IT administrator
• No local helpdesk
• External people will take care of requests, solve
problems and deliver required services
• Not only one single contact – even not only one
company
• External service team:
• Sometimes lack of availability
• Sometimes lack of communication
• Sometimes lack of feedback
Brainstorming …
Elements
• Inbox
• Who is responsible?
• Do it!
• Did it.
New form
• Who
• Priority

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Brainstorming …
Three boxes
Inbox
In Progress
Archive
Move items from box to box
Workflow
Form

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Form
Form/View Designer – Entry Definition
Describe Workflow Concepts

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What is Workflow?
• How does work flow?
• Workflows are processes that already exist in your
business.
Workflow Definition
• The path and systems used in the linked flow of
activities with a specific start and finish that describe a
process.

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Create a Workflow
Defining Workflow Terms
• States
• Transitions
• Notifications
• Access Controls

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Viewing an Existing Workflow
1. Form/View Designer
• Site based
• Local based
2. Expand Workflow Processes.
3. Select the workflow you want to view.
The Design Area
• The Workflow Designer has two sections:
– The top section is the Design Area.

9/13/2016
The Workflow Preview
– The Workflow Preview at the bottom displays a graphical
representation of the workflow design.
Elements of a Workflow
• The general relationships between the elements are:
– Workflow process
> Add States or Parallel Workflow Thread
> Modify Initial or End State
– States
> Set up On Entry or On Exit events
> Configure Workflow Questions
> Add Access Controls

9/13/2016
Transitions
• Transition types:
– Immediate Transition
– Manual Transition
– Transition After Time Elapsed
– Transition on a Variable
– Transition on a Comment or Reply
– Transition on Data Entry Values
– Transition on Modify
– Transition on Response
– Wait for Parallel Thread(s) to End
Access Controls
• Access controls can be assigned at the:
– Workflow level
– State level
• Access controls define what can be done to the entry
in this state and who can do it.
• Access control types:
> Delete Access
> Modify Access
> Read Access
> Transition Into This State
> Transition Out Of This State

9/13/2016
Summary
State
1
State
2
Summary
State
1
State
2
Transitio
n

9/13/2016
Summary
State
1
State
2
Transitio
n
On Exit
On Entry
Summary
State
1
State
2
Transitio
n
On Exit
On Entry
Access
Control

9/13/2016
My Workflow
My first Approach
A ticket „flows“ from entrance via „In Progress“ to
„Archive“.

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Phase I
Ok, cool. It‘s working.
But if a ticket takes too much time?
Escalation!
Phase I
Using conditional transitions
Transition after Time elapsed!

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Phase II
Notify people
Notify team if a new ticket has been entered
Notify responsible people
Notify …?
Phase II

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Phase III
Is there a possibility to support priorities?
Depending on priority – different escalation states.
I use „Entry Data“
Phase III
Set a beginning point

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Phase III
Change the waiting cycle depending on priority.
Final Phase?
Adding Access Controls

9/13/2016
Additional Work
Move item from folder to folder
Inbox listens to mails
Time to test
Notification is working?
Folder to folder move is working?
Escalation is working?
Escalation depending on priority is working?
…

9/13/2016
Conclusion
Ressource Library & Sandbox
Check this ressource!
Forms, workflows, sample workspaces.
Download, adjust and use!
Use sandbox to find out if you will like it!
vibe.novell.com
See complete library at:

9/13/2016
Conclusion
This request – a very interesting project!
Especially priority escalation was interesting (without
programming).
In the beginning the responsible administrator was not
really convinced but now he trusts this workflow!
A Short Session here,
but an Advanced
Workshop at Our
OH Summit!

9/13/2016

Vibe Workflow Automates IT Request Process

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