About Defining the Work Flow

The Transitions tab in the Details screen shows the various states through which a work order flows until it is completed.

You can name these states according to your requirements, for example, Open, In Progress, and Resolve.

The following graphic shows an example of various states of a sample case type (work order):

The Transitions tab shows when the work order was opened and when it was started to move into the In Progress state

The Duration field shows the period of time between states.

Example of Work Flow in XML

You can create an XML (Extensible Markup Language) document that identifies:

All of the states that a work order can move through for each case type (work order).
How a user can perform a transition from one state to another.
From which state the work can be changed to another state.

Save the file with the extension upd, for example, Workflow.upd.

When you create a case type, select and upload the appropriate upd file. BSM then uses the work flow document for the selected case type.

In the following example, a work flow starts in the Open state and goes to the Resolved state. Alternatively, it can go from Open to the In Progress state (by using the Start Progress transition), then to Resolved state (by using the Resolve transition): Open > Start Progress transition > In Progress > Resolve transition > Resolved.

The following XML text defines this example:

<?xml version=1.0 encoding=windows-1252?>
<!-- Design Studio. VersionInfo: 2.3.8.0 -->
<!-- Process Editor. VersionInfo: 2.3.6.0 -->
<userProcess xmlns=http://www.trapezesoftware.com/schemas/upd http://www.trapezesoftware.com/schemas/upd xmlns:xsi= http://www.w3.org/2001/XMLSchema-instance xsi:schemaLocation=http://www.trapezesoftware.com/schemas/upd ../../../Core/Schema/upd.xsd ><parameters>
<parameter name=caseId type=Int32/>
</parameters>
<stateGroup>
<state name=Open interactive=true position=10 10>
<transitionEvent event=Resolve to=../Resolved position=0 1 9;350 -9/>
<transitionEvent event=Start Progress to=../In_Progress position=0 1 23;/></state>
<state name=In_Progress interactive=true position=287 56>
<transitionEvent event=Resolve to=../Resolved position=0 1 31;/>
</state>
<state name=Resolved interactive=true position=651 25/>
</stateGroup>
</userProcess>