19. 06. 2018 Gabriele Cecco EriZone & OTRS

A New Transition Action for Activity Management

This article will show you an EriZone innovation you can introduce into your process: a Transition Action for Activity Management.

One of the main uses of this new feature is in the area of HR.

There is no doubt that onboarding of a new employee in a company requires that multiple activities are fulfilled by the IT department. These activities are typically performed in parallel whenever possible, but in some cases individual steps may have to wait for approval from different departments, or start only after other steps have been completed.

Currently, for each new employee the system requires you to manually select the activities. The Transition Action together with the Activity Management allows you to select a macro activity that includes all of them, facilitating process management.

So let’s see what Transition Actions and Activity Management are.

The Transition Actions are the heart of the process: through them, a ticket can change status, change queue or execute some code. The trigger for the Transition Actions is the change in value of the control variable associated with the ticket.

It is possible to use multiple Transition Actions on a single ticket with the same trigger. E.g., you can move the ticket to another queue, change its status or modify the assignee, all at the same time.

The Activity Management module is the one that allows you to open multiple tickets at the same time, manage changes to the assets, and manage the operations necessary for the purpose of terminating the work relationship (asset redelivery, deactivate a user, and so on).

We have improved the module over time so that in EriZone it is possible to manage tickets sequentially. You can find more information about this on the post written by Mihail.

Today, thanks to a new Transition Action, we can use the Activity Management module directly within a process ticket. This allows you to expand the possibilities it offers.

With the introduction of the Transition Action, it is now possible to:

  1. Select the various activities directly within the process, so that the Ticket Parent can advance itself within one of its processes.
    E.g., to manage a ticket for a new employee’s entry, the system can move it from the HR queue to the membership department queue. In this way, the department manager will be able to check on its progress.
  2. Start the Activity Management action from the Customer interface.  This means that anyone can use this functionality without passing the ticket to an operator via the Agent interface.
    E.g., a single user can open a ticket to request a PC replacement. The system will then automatically generate the necessary activities to complete the request.
  3. Group the activities into macro activities so that you can select them from a drop-down menu.  This will help you to avoid manual errors when queueing activities. For example: you can open a single ticket with one click for all the activities needed to hire a new employee.

Now you know about these new features. If you’d like to include them in your processes, just contact your EriZone consultant.

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Gabriele Cecco

Gabriele Cecco

EriZone Consultant at Würth Phoenix
For several years I have been managing processes with trouble ticket systems. After having worked with some of those, EriZone impressed me for its features and flexibility, so I moved with my wife from Piedmont to South Tyrol to become part of the Würth Phoenix System Integration team as EriZone Consultant. I spend my free time travelling, exploring my new neighborhood, or if I have to stay at home I binge-watch tv series.

Author

Gabriele Cecco

For several years I have been managing processes with trouble ticket systems. After having worked with some of those, EriZone impressed me for its features and flexibility, so I moved with my wife from Piedmont to South Tyrol to become part of the Würth Phoenix System Integration team as EriZone Consultant. I spend my free time travelling, exploring my new neighborhood, or if I have to stay at home I binge-watch tv series.

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