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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

HP Service ManagerProcess Designer for Help Desk

Workflow Transitions



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


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


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



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


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


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



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



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


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


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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