Improving Efficiency with Reusable Processes Linda Koestler Kinetic Data.
-
Upload
todd-daniels -
Category
Documents
-
view
216 -
download
2
Transcript of Improving Efficiency with Reusable Processes Linda Koestler Kinetic Data.
![Page 1: Improving Efficiency with Reusable Processes Linda Koestler Kinetic Data.](https://reader035.fdocuments.in/reader035/viewer/2022062518/56649e9c5503460f94b9d411/html5/thumbnails/1.jpg)
Improving Efficiency with
Reusable ProcessesLinda KoestlerKinetic Data
![Page 2: Improving Efficiency with Reusable Processes Linda Koestler Kinetic Data.](https://reader035.fdocuments.in/reader035/viewer/2022062518/56649e9c5503460f94b9d411/html5/thumbnails/2.jpg)
22
About Me
Left the world of mainframe programming to join Kinetic Data
Contrary to what you may hear from my Kinetic colleagues, I have never used punch cards.
I’ve been with Kinetic Data for 11.5 years
![Page 3: Improving Efficiency with Reusable Processes Linda Koestler Kinetic Data.](https://reader035.fdocuments.in/reader035/viewer/2022062518/56649e9c5503460f94b9d411/html5/thumbnails/3.jpg)
33
Overview
Two types of reusable processes
What is a reusable process?
Discuss the benefits
Review four examples
![Page 4: Improving Efficiency with Reusable Processes Linda Koestler Kinetic Data.](https://reader035.fdocuments.in/reader035/viewer/2022062518/56649e9c5503460f94b9d411/html5/thumbnails/4.jpg)
44
What is a reusable process?
One process that can be used to support many service requests
in one or many catalogs.
Reusable processes can fall into two categories:
Spawned as a secondary process from another task tree
Process spawned by a customer
![Page 5: Improving Efficiency with Reusable Processes Linda Koestler Kinetic Data.](https://reader035.fdocuments.in/reader035/viewer/2022062518/56649e9c5503460f94b9d411/html5/thumbnails/5.jpg)
55
Benefits
Define reusable processes to speed development
Reduce the complexity of the task trees on your service items
Aids in providing consistent processes
Maintenance of reusable processes saves time and money
![Page 6: Improving Efficiency with Reusable Processes Linda Koestler Kinetic Data.](https://reader035.fdocuments.in/reader035/viewer/2022062518/56649e9c5503460f94b9d411/html5/thumbnails/6.jpg)
66
Examples of Reusable Processes
Approval processes (simple, medium and complex)
Gathering additional information post submission
Cancel processing
Conversation between requester and approver, or requester
and fulfiller
Reminder processes
![Page 7: Improving Efficiency with Reusable Processes Linda Koestler Kinetic Data.](https://reader035.fdocuments.in/reader035/viewer/2022062518/56649e9c5503460f94b9d411/html5/thumbnails/7.jpg)
77
Task Tree Types
Create Tree Type
Executes when the Kinetic Base record is created
This type of tree is useful for reminders and processes that need to be processed prior to completion of service request submission
Complete Tree Type
Executes when the Kinetic service request submission is complete
Useful for all other post submission processes
![Page 8: Improving Efficiency with Reusable Processes Linda Koestler Kinetic Data.](https://reader035.fdocuments.in/reader035/viewer/2022062518/56649e9c5503460f94b9d411/html5/thumbnails/8.jpg)
88
Example 1 – Approval Processes
Requirement
Send email notification reminders to the assigned approver a predefined intervals
After a determined number of days, cancel the submission if it has not been approved
After approval is completed, pass response to original submission and resume processing
![Page 9: Improving Efficiency with Reusable Processes Linda Koestler Kinetic Data.](https://reader035.fdocuments.in/reader035/viewer/2022062518/56649e9c5503460f94b9d411/html5/thumbnails/9.jpg)
99
Example 1 – Approval Processes
The Approval is created using a Service Item named “Approve Request”
This approval service item can be shared by many service items in your catalog
![Page 10: Improving Efficiency with Reusable Processes Linda Koestler Kinetic Data.](https://reader035.fdocuments.in/reader035/viewer/2022062518/56649e9c5503460f94b9d411/html5/thumbnails/10.jpg)
1010
Example 1 – Approval Processes
The Approve Request service item contains two types of trees:
Create Complete
![Page 11: Improving Efficiency with Reusable Processes Linda Koestler Kinetic Data.](https://reader035.fdocuments.in/reader035/viewer/2022062518/56649e9c5503460f94b9d411/html5/thumbnails/11.jpg)
1111
Example 1 – Approval Processes
Example of Create tree containing the reminder process
Notification are sent out at 3, 5 and 7 days
After 10 days the approval is expired and submission closed
![Page 12: Improving Efficiency with Reusable Processes Linda Koestler Kinetic Data.](https://reader035.fdocuments.in/reader035/viewer/2022062518/56649e9c5503460f94b9d411/html5/thumbnails/12.jpg)
1212
Example 1 – Approval Processes
Example of Completion tree Responsible for retrieving the
approval response and comments
The response and comments are passed back to the parent submission via the creation of a trigger
Approval submission is closed
![Page 13: Improving Efficiency with Reusable Processes Linda Koestler Kinetic Data.](https://reader035.fdocuments.in/reader035/viewer/2022062518/56649e9c5503460f94b9d411/html5/thumbnails/13.jpg)
1313
Example 2 – Gather Additional Information
Requirement
After customer submits request for printer based on usage, send a request to purchasing to determine what kind of printer is needed.
The purchasing individual will enter the manufacturer, model and cost.
Information gathered will be added to the original submission.
![Page 14: Improving Efficiency with Reusable Processes Linda Koestler Kinetic Data.](https://reader035.fdocuments.in/reader035/viewer/2022062518/56649e9c5503460f94b9d411/html5/thumbnails/14.jpg)
1414
Example 2 – Gather Additional Information
Example of tree with node to gather additional information
This nodes creates a request similar to an approval
This request can be assigned to a group or an individual
![Page 15: Improving Efficiency with Reusable Processes Linda Koestler Kinetic Data.](https://reader035.fdocuments.in/reader035/viewer/2022062518/56649e9c5503460f94b9d411/html5/thumbnails/15.jpg)
1515
Example 2 – Gather Additional Information
Sample of the request to gather additional information
This request is opened via email link or portal page link
Additional information fields are filled in and request is submitted
![Page 16: Improving Efficiency with Reusable Processes Linda Koestler Kinetic Data.](https://reader035.fdocuments.in/reader035/viewer/2022062518/56649e9c5503460f94b9d411/html5/thumbnails/16.jpg)
1616
Example 2 – Gather Additional Information
Task tree on the child service item adds the new information to the original submission
Trigger is created in order to resume processing on the parent service request
![Page 17: Improving Efficiency with Reusable Processes Linda Koestler Kinetic Data.](https://reader035.fdocuments.in/reader035/viewer/2022062518/56649e9c5503460f94b9d411/html5/thumbnails/17.jpg)
1717
Example 2 – Gather Additional Information
The individual approving the request is able to view the new values gathered
![Page 18: Improving Efficiency with Reusable Processes Linda Koestler Kinetic Data.](https://reader035.fdocuments.in/reader035/viewer/2022062518/56649e9c5503460f94b9d411/html5/thumbnails/18.jpg)
1818
Example 3 – Cancel Process
Requirement
Allow customer to cancel service item submission
Provide ability to cancelPrior to approval After approval (this requires special consideration because
fulfillment processes may have started)
![Page 19: Improving Efficiency with Reusable Processes Linda Koestler Kinetic Data.](https://reader035.fdocuments.in/reader035/viewer/2022062518/56649e9c5503460f94b9d411/html5/thumbnails/19.jpg)
1919
Example 3 – Cancel Process
![Page 20: Improving Efficiency with Reusable Processes Linda Koestler Kinetic Data.](https://reader035.fdocuments.in/reader035/viewer/2022062518/56649e9c5503460f94b9d411/html5/thumbnails/20.jpg)
2020
Example 3 – Cancel Process
Portal page Service Item Details panel is modified to display the Cancel Request link
This link opens a Cancel service item while passing the submission GUID as a parameter on the URL
![Page 21: Improving Efficiency with Reusable Processes Linda Koestler Kinetic Data.](https://reader035.fdocuments.in/reader035/viewer/2022062518/56649e9c5503460f94b9d411/html5/thumbnails/21.jpg)
2121
Example 3 – Cancel Process
Cancel page presented to customer
![Page 22: Improving Efficiency with Reusable Processes Linda Koestler Kinetic Data.](https://reader035.fdocuments.in/reader035/viewer/2022062518/56649e9c5503460f94b9d411/html5/thumbnails/22.jpg)
2222
Example 3 – Cancel Process
Cancel service item is developed to collect the cancel reason
This service item carries the task tree responsible for the cancellation process
![Page 23: Improving Efficiency with Reusable Processes Linda Koestler Kinetic Data.](https://reader035.fdocuments.in/reader035/viewer/2022062518/56649e9c5503460f94b9d411/html5/thumbnails/23.jpg)
2323
Example 2 – Cancel Process
This sample cancel request task tree contains nodes to send a notification and to execute a task handler to cancel the request based on a customer’s unique requirements
![Page 24: Improving Efficiency with Reusable Processes Linda Koestler Kinetic Data.](https://reader035.fdocuments.in/reader035/viewer/2022062518/56649e9c5503460f94b9d411/html5/thumbnails/24.jpg)
2424
Example 4 – Send Comment to Incident
Requirement
Provide ability for customer to pass comments to the technician fulfilling the request.
![Page 25: Improving Efficiency with Reusable Processes Linda Koestler Kinetic Data.](https://reader035.fdocuments.in/reader035/viewer/2022062518/56649e9c5503460f94b9d411/html5/thumbnails/25.jpg)
2525
Example 4 – Send Comment to Incident
![Page 26: Improving Efficiency with Reusable Processes Linda Koestler Kinetic Data.](https://reader035.fdocuments.in/reader035/viewer/2022062518/56649e9c5503460f94b9d411/html5/thumbnails/26.jpg)
2626
Example 4 – Send Comment to Incident
Portal page Service Item Details panel is modified to display the Add Comment link
This link opens an iFrame which includes a field for collecting the comments
![Page 27: Improving Efficiency with Reusable Processes Linda Koestler Kinetic Data.](https://reader035.fdocuments.in/reader035/viewer/2022062518/56649e9c5503460f94b9d411/html5/thumbnails/27.jpg)
2727
Example 4 – Send Comment to Incident
This is the Add Comments service item
Very simple construction that only needs to store the basics pieces of information
![Page 28: Improving Efficiency with Reusable Processes Linda Koestler Kinetic Data.](https://reader035.fdocuments.in/reader035/viewer/2022062518/56649e9c5503460f94b9d411/html5/thumbnails/28.jpg)
2828
Example 4 – Send Comment to Incident
This sample add comment request task tree contains a node to add a comment to the Incident
Other task handlers exist to add work info’s to Incident, Change Request and Kinetic Work Orders
The add comment request is closed
![Page 29: Improving Efficiency with Reusable Processes Linda Koestler Kinetic Data.](https://reader035.fdocuments.in/reader035/viewer/2022062518/56649e9c5503460f94b9d411/html5/thumbnails/29.jpg)
2929
Example 4 – Send Comment to Incident
Sample of the of work log comment added to the Kinetic Sample Incident form
![Page 30: Improving Efficiency with Reusable Processes Linda Koestler Kinetic Data.](https://reader035.fdocuments.in/reader035/viewer/2022062518/56649e9c5503460f94b9d411/html5/thumbnails/30.jpg)
3030
Reusable Task Trees
Presentation and code samples will be available on the Kinetic
Community web site: http://community.kineticdata.com/
Demo
Questions