To create a new template, follow the instructions given here: (Note that, in an optional part of one instructional step, it is assumed that appropriate analyst and skill records exist)
1. From the Administration menu, select Manage Workflow Templates to display the Manage Workflow Templates dialogue box.
3. In the Name field, enter a name for the workflow template you wish to create.
4. In the adjacent field, indicate the data dictionary or dictionaries in which this template is to be available.
5. Click Add Worklist.
6. When prompted to do so, enter a name for the first (or only) worklist you wish to create in the workflow template, and click OK. Notice that an empty worklist (initially of the “open” type, as shown in brackets after its name) appears in the Create New Workflow Template dialogue box.
7. If the worklist is to be sequential rather than open, select it and click the Make Sequential button. Notice that the words in brackets after the worklist name now indicate that its constituent work items are to be sequential. Should you change your mind about the order type at any point during this procedure, be aware that you have use of the Make Open button as well. 8. Ensure that the new worklist is selected and click Add Work Item. The
9. In the Allowable Time field, specify the period of time (in hours and minutes) to be allowed for completion of the work item.
10. If you want your own support group to take collective responsibility for the task to be carried out, leave the content of the “Assign to” field as it is. If you personally are to be responsible for carrying out the task, click the button showing a person’s head. Observe that the “Assign to” field now contains your own analyst ID (as well as that of your group).
Otherwise, click the button with three dots to display the Choose Assignee dialogue box. From the tree browser, you can select the support group or analyst to which you wish to assign the work item. If you need to base your choice on respective skills, click the Skills tab, select a group and skill as necessary, and select the required analyst. In either case, click OK, and observe that the “Assign to” field in the Create New Work Item dialogue box now contains the selected analyst or group. (Alternatively, you could have simply double-clicked the item in either the browser or the Skills list.) 11. In the next field, use the drop-down list to specify whether the work item can
be completed only by the assignee, by any member of the assignee’s group, or by anyone in the support team.
12. In the Priority field, select an appropriate level of priority for the work item, indicating how important you think it is.
14. If you want the system to send the assignee and/or the call owner an automatic reminder of the work-item deadline shortly before expiry of the allowed time, enable the relevant options and specify how long (in hours and minutes) before expiry the reminder should be sent.
15. If you want the system to notify all members of the assigned group of the completion of the work item, enable the relevant option.
16. In the Description field, type a suitable description of the work item. 17. Click Add, and notice that the work item you have just defined has been
added to the selected worklist in the Create New Workflow Template dialogue box.
18. Repeat step 8 to step 17 for each additional work item you want to define. 19. If you wish to delete a work item, select it and click the Delete button. 20. If you wish to rearrange the work items in the list, you can do that by
selecting individual items and clicking the Move Up or Move Down button. 21. Repeat step 5 to step 20 for each additional worklist you want to create. 22. If you wish to delete a worklist, select it and click the Delete button.
23. If you wish to rename a worklist, select it, click the Rename button, enter its new name at the prompt, and click OK.
24. If you have created more than one worklist in this template, and you wish to rearrange these on the list, you can do that by selecting them individually and clicking the Move Up or Move Down button.
25. If you wish to rename the template, click the Rename Template button, enter its new name at the prompt, and click OK.
26. Click Close Window, and notice the addition of the new template to the list in the Manage Workflow Templates dialogue box.
1. From the Administration menu, select Manage Workflow Templates to display the Manage Workflow Templates dialogue box.
2. Select a template from the list and click Properties to display the Edit Workflow Template dialogue box. This is similar to the Create New Workflow Template dialogue box.
3. To create a new worklist for the template, click Add Worklist and proceed as before.
4. To define a new work item within a worklist, select the worklist concerned, click Add Work Item, and proceed as before.
5. To modify an existing work item, select it from the relevant worklist and click Properties. The Work Item Properties dialogue box is displayed, which is similar to the Create New Work Item dialogue box. You can change the contents of any of the fields as before. Click Update when you are done. 6. To delete a work item or worklist, use the Delete button as before. 7. To rename a worklist, use the Delete button as before.
8. To rearrange the work items or worklists, use the Move Up and Move Down buttons as before.
9. To rename the template, use the Rename Template button as before. 10. Click Close Window and then Close.
Note A workflow template that is empty cannot exist as a named entity.
Therefore, if you have deleted all the contents of a template, the template itself will also be deleted when you close the Edit Workflow Template (or Create New Workflow Template) dialogue box.