Hp service manager process designer for help desk
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HP Service Manager Process Designer for Help Desk PowerPoint PPT Presentation


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HP Service Manager Process Designer for Help Desk. Workflow Transitions. Interaction Workflow. Interaction Transitions - 1. Manual Transition to Closure (FCR) Close Interaction User Authorized to Close & Not ESS & Not Service Catalog. Manual Transition to Closure Close Invalid Request

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HP Service Manager Process Designer for Help Desk

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Hp service manager process designer for help desk

HP Service ManagerProcess Designer for Help Desk

Workflow Transitions


Hp service manager process designer for help desk

Interaction Workflow


Hp service manager process designer for help desk

Interaction Transitions - 1

  • Manual Transition to Closure (FCR)

  • Close Interaction

  • User Authorized to Close&

  • Not ESS & Not Service Catalog

  • Manual Transition to Closure

  • Close Invalid Request

  • User Authorized to Close

  • Manual Transition to Closure

  • Close Interaction

  • User Authorized to Close

Default Transition to Categorization

  • Automatic Transition to Work In Progress

  • Status = Dispatched OR

  • Status = In Progress OR

  • Status = Resolved

  • Automatic Transition to Review

  • Status = Resolved


Hp service manager process designer for help desk

Interaction Transitions - 2

  • Automatic Transition to Work In Progress

  • Status <> Resolved &

  • Status <> Callback

  • Automatic Transition to Categorization

  • Status = Categorize OR

  • Status = Assign

WithdrawalProcessing

  • Manual Transition to Withdrawal

  • Withdraw

  • User Authorized to Update

  • Automatic Transition to Work in Progress

  • Status = In Progress OR

  • Status = Dispatched

  • Manual Transition to Closure

  • Close Interaction

  • User Authorized to Close


Hp service manager process designer for help desk

Interaction Transitions - ALL

  • Manual Transition to Closure

  • Close Invalid Request

  • User Authorized to Close

  • Manual Transition to Closure

  • Close Interaction

  • User Authorized to Close

  • Manual Transition to Closure (FCR)

  • Close Interaction

  • User Authorized to Close&

  • Not ESS & Not Service Catalog

  • Automatic Transition to Categorization

  • Status = Categorize OR

  • Status = Assign

  • Automatic Transition to Work In Progress

  • Status <> Resolved &

  • Status <> Callback

  • Automatic Transition to Work In Progress

  • Status = Dispatched OR

  • Status = In Progress OR

  • Status = Resolved

  • Automatic Transition to Review

  • Status = Resolved

Default Transition to Categorization

WithdrawalProcessing

  • Manual Transition to Withdrawal

  • Withdraw

  • User Authorized to Update

  • Automatic Transition to Work in Progress

  • Status = In Progress OR

  • Status = Dispatched

  • Manual Transition to Closure

  • Close Interaction

  • User Authorized to Close


Hp service manager process designer for help desk

Incident Workflow


Hp service manager process designer for help desk

Incident Transitions - 1

  • Manual Transition to Closure

  • Close Incident

  • User Authorized to Close & Use Resolved Status = False

Default Transition to Categorization

  • Manual Transition to Closure

  • Close Incident

  • User Authorized to Close OR User Authorized to Inactivate & Use Resolved Status = True

  • Automatic Transition to Recovery

  • Status = Resolved OR

  • Solution <> NULL &

  • Status = Work In Progress

  • Automatic Transition to Investigation

  • Status <> Categorize &

  • Status <> Assign &

  • Status <> Suspended

  • Automatic Transition to Review

  • Status = In Progress OR

  • Status = Dispatched


Hp service manager process designer for help desk

Incident Transitions - 2

  • Automatic Transition to Categorization

  • Status = Assign OR

  • Status = Categorize

  • Automatic Transition to Investigation

  • Solution = NULL

  • Automatic Transition to Investigation

  • Status = Work In Progress


Hp service manager process designer for help desk

Incident Transitions - All

  • Manual Transition to Closure

  • Close Incident

  • User Authorized to Close & Use Resolved Status = False

  • Automatic Transition to Categorization

  • Status = Assign OR

  • Status = Categorize

  • Automatic Transition to Investigation

  • Solution = NULL

Default Transition to Categorization

  • Manual Transition to Closure

  • Close Incident

  • User Authorized to Close OR User Authorized to Inactivate & Use Resolved Status = True

  • Automatic Transition to Recovery

  • Status = Resolved OR

  • Solution <> NULL &

  • Status = Work In Progress

  • Automatic Transition to Investigation

  • Status <> Categorize &

  • Status <> Assign &

  • Status <> Suspended

  • Automatic Transition to Review

  • Status = In Progress OR

  • Status = Dispatched

  • Automatic Transition to Investigation

  • Status = Work In Progress


Hp service manager process designer for help desk

Incident & Problem Task Workflow


Hp service manager process designer for help desk

Incident & Problem Task Transitions

  • Manual Transition to Closure

  • Close Task

  • User Authorized to Close & Priority > 2

  • Automatic Transition to Active

  • Status = Work In Progress

  • Automatic Transition to Categorization

  • Status = Pending Review

Default Transition to Active

  • Manual Transition to Cancelled

  • Cancel Task

  • User Authorized to Close

  • Manual Transition to Cancelled

  • Cancel Task

  • User Authorized to Close

  • Manual Transition to Closure

  • Close Task

  • User Authorized to Close


Hp service manager process designer for help desk

Problem Workflow


Hp service manager process designer for help desk

Problem Transitions - 1

  • Automatic Transition to Investigation

  • Status = Work In Progress

  • Automatic Transition to Review

  • Status = Resolved

  • Automatic Transition to Resolution

  • Root Cause <> NULL &

  • Status = Work In Progress

Default Transition to Categorization

  • Manual Transition to Abandonment

  • Abandon Problem

  • User Authorized to Close

  • Manual Transition to Closure

  • Close Problem

  • User Authorized to Close


Hp service manager process designer for help desk

Problem Transitions - 2

  • Automatic Transition to Investigation

  • Status = Categorize OR

  • Root Cause = NULL &

  • Status = Work In Progress

  • Automatic Transition to Resolution

  • Status = Categorize OR

  • Status = Work In Progress

  • Automatic Transition to Categorization

  • Status = Assign OR

  • Status = Categorize

  • Manual Transition to Closure

  • Close Duplicate Problem

  • User Authorized to Close &

  • Duplicate of Problem <> NULL &

  • Duplicate Problems <> NULL


Hp service manager process designer for help desk

Problem Transitions - ALL

  • Automatic Transition to Investigation

  • Status = Categorize OR

  • Root Cause = NULL &

  • Status = Work In Progress

  • Automatic Transition to Categorization

  • Status = Assign OR

  • Status = Categorize

  • Automatic Transition to Resolution

  • Status = Categorize OR

  • Status = Work In Progress

Default Transition to Categorization

  • Manual Transition to Abandonment

  • Abandon Problem

  • User Authorized to Close

  • Automatic Transition to Resolution

  • Root Cause = NULL &

  • Status = Work In Progress

  • Automatic Transition to Investigation

  • Status = Work In Progress

  • Automatic Transition to Review

  • Status = Resolved

  • Manual Transition to Closure

  • Close Duplicate Problem

  • User Authorized to Close &

  • Duplicate of Problem <> NULL &

  • Duplicate Problems <> NULL

  • Manual Transition to Closure

  • Close Problem

  • User Authorized to Close


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