Workflow and Life cycle


A life cycle corresponds to a series of progress actions in a workflow for an incident or a service request or a change request or a problem.
    Open url.png See Life cycle description

It enables users to view progress within a process by displaying a breadcrumb in the Incident or Request or Problem form.

  • Each step in the life cycle can be associated with one or more workflow steps. 
  • It is highlighted in color in the breadcrumb displayed in the form once a workflow step is run.
             Life Cycle Workflow - Breadcrumb.png

Examples

  • Life cycle associated with a workflow
             Life Cycle Workflow - Mapping Steps.png
  • Incident life cycle
             Life Cycle Workflow - Incident breadcrumb.png
  • Change request life cycle
             Life Cycle Workflow - Request breadcrumb.png
  • Service request life cycle
             Life Cycle Workflow - Request service breadcrumb.png
  • Problem life cycle
             Life Cycle Workflow - Problem breadcrumb.png

Notes

  • The number of life cycle steps is limited to ten.
  • A given life cycle can be associated with one or more workflows. A given workflow can be associated with only one life cycle.
  • Each progress action in the life cycle can be associated with one or more workflow steps in the graphic editor. Each step of the workflow can be associated with only one progress action in the life cycle.
  • When a life cycle is implemented in a workflow used in a current incident or request or problem, the breadcrumb will appear grayed out in the forms. The step in the life cycle will be highlighted when the workflow moves on to the next step.
  • A life cycle cannot be deleted if it is associated with a workflow.
  • It is possible to export and import life cycles.
  • By default, life cycle steps are highlighted using the following color codes:
Breadcrumb

Life Cycle Workflow - Breadcrumb colors.png

Step Progress action
Life Cycle Workflow - Breadcrumb - Creation step.png Step completed
Life Cycle Workflow - Breadcrumb - Validation step.png Step currently being run
Life Cycle Workflow - Breadcrumb - Delivery step.png Step not started

Best Practice big icon.pngBest practice

  • To improve the legibility of the breadcrumb:
    • Define a short name for each step using one or two words.
    • Limit the number of steps in the life cycle.
  • Generally, the number of steps should be:
    • Four for an incident: Creation, Treatment, Validation, Closing
    • Seven for a change request: Creation, Validation, Planification, Preparation, Approval, Execution, Closing
    • Five for a general service request: Creation, Validation, Logistics, Installation, Closing
    • Three for a software installation request: Creation, Installation, Closing
    • Six for a hardware installation request: Creation, Validation, Logistics, Installation, Approval, Closing
    • Variable for a problem. ITIL suggests the following: Detection, Qualification, Prioritization, Resolution, Closing

Open url.png  See Examples

Screen description

         Life Cycle Workflow - Editor.png

Menu access: (menu) > References > Life Cycle

Life Cycle Label: Name of the life cycle.

Order: Order of the life cycle step, automatically updated each time a step is created using Plus icon.png or each time a step is deleted using Minus icon.png. You can change the order using Up arrow icon.png and Down arrow icon.png.

Step: Name of the life cycle step.

Related Processes: Number of workflows associated with the life cycle step.

Background Color: The background color in the breadcrumb applicable to the life cycle step when it is being run.

Text Color: The text color in the breadcrumb applicable to the life cycle step when it is being run.

Note: To define a color:

  • You can enter its name if it is one of the 140 colors defined in the HTML and CSS specifications, e.g. blue if you want blue.
    • 17 standard colors: aqua, black, blue, fuchsia, gray, green, lime, maroon, navy, olive, orange, purple, red, silver, teal, white, yellow
    • 123 other colors supported by all web browsers ==> consult this link, http://www.w3schools.com/html/html_colornames.asp
  • You can enter its hexadecimal code, e.g. #0b0df0 if you want blue.

Procedure and Wizards

How to implement a life cycle in Incident or Request or Problem forms

1. Create the life cycle.

  • Select (menu) > References > Life Cycle
  • Define the steps in the life cycle by clicking Plus icon.png to initialize a new step.
  • Select one of the steps and click [ PREVIEW ] to see how it will be highlighted in the breadcrumb.

2. Associate the life cycle with the workflow:

  • Select (menu) > References > Workflows.
  • Click Display popup icon.png next to the workflow you want. The graphic editor  will appear.
  • Display the properties of the workflow. Double-click the Start step Graphical process editor - Start step icon.png or click Graphical process editor - Toolbar - Process properties icon.png. Next, complete the Life Cycle field.
  • Double-click each step of the workflow you want to associate with a step in the life cycle and select the corresponding progress action in the Life Cycle Step field.

3. The life cycle will automatically be updated in the form once the workflow starts. When a workflow step associated with a life cycle step is started, the life cycle step will be highlighted in the breadcrumb using the colors you defined.

Wizards

Update: Used to modify the life cycle.

Delete (Note: Only for an element not used in the application): Used to delete the life cycle.

Tags:
Last modified by Unknown User on 2018/05/25 17:26
Created by Administrator XWiki on 2015/08/18 10:43

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