Versions Compared

Old Version 1

changes.mady.by.user Sharon Hawkins

Saved on

compared with

New Version 2

changes.mady.by.user Sharon Hawkins

Saved on

Key

  • This line was added.
  • This line was removed.
  • Formatting was changed.

...

Gliffy Diagram
macroId58fe0049-7133-467e-bee4-c2f598b2ac9a
displayNameSample Case WF with WT
nameSample Case WF with WT
pagePin15

 

...

Status Transition Details

As you diagram your workflow, gather information and understand the context for each possible status transition. Details can be documented in a format similar the below.

Status TransitionParty Responsible for TransitionPermission Restriction?Custom Fields (note behavior for each) 

New → Acknowledged




New → Canceled


Acknowledged → Canceled


Acknowledged → In Progress


In Progress → Suspended


Suspended → In Progress


In Progress → QA Review


QA Review → Closed


Work Ticket(s) Creation/Assignment - Created as Needed
Schedule → On Site


On Site → Complete


Workflow Statuses and Handling Metrics

...

For each Case Status, specify: i) if the metric is to be used, and ii) if so, the impact of each Case Status on that handling metric. See item # 11 under "Creating Case Statuses" for additional guidance on Case Status impacts on handling metrics.


Metric: Initial Response Time

Metric: Acknowledge Time

Metric: On-Site Time

Metric: Resolution Time

Metric 5

Metric 6

Metric 7

Metric 8

New
  •  Exclude
  •  Exclude & Set Milestone
  •  Include
  •  Include and clear milestone
  •  Exclude
  •  Exclude & Set Milestone
  •  Include
  •  Include and clear milestone
  •  Exclude
  •  Exclude & Set Milestone
  •  Include
  •  Include and clear milestone
  •  Exclude
  •  Exclude & Set Milestone
  •  Include
  •  Include and clear milestone
  •  Exclude
  •  Exclude & Set Milestone
  •  Include
  •  Include and clear milestone
  •  Exclude
  •  Exclude & Set Milestone
  •  Include
  •  Include and clear milestone
  •  Exclude
  •  Exclude & Set Milestone
  •  Include
  •  Include and clear milestone
  •  Exclude
  •  Exclude & Set Milestone
  •  Include
  •  Include and clear milestone
Acknowledged
  •  Exclude
  •  Exclude & Set Milestone
  •  Include
  •  Include and clear milestone
  •  Exclude
  •  Exclude & Set Milestone
  •  Include
  •  Include and clear milestone
  •  Exclude
  •  Exclude & Set Milestone
  •  Include
  •  Include and clear milestone
  •  Exclude
  •  Exclude & Set Milestone
  •  Include
  •  Include and clear milestone
  •  Exclude
  •  Exclude & Set Milestone
  •  Include
  •  Include and clear milestone
  •  Exclude
  •  Exclude & Set Milestone
  •  Include
  •  Include and clear milestone
  •  Exclude
  •  Exclude & Set Milestone
  •  Include
  •  Include and clear milestone
  •  Exclude
  •  Exclude & Set Milestone
  •  Include
  •  Include and clear milestone
In Progress
  •  Exclude
  •  Exclude & Set Milestone
  •  Include
  •  Include and clear milestone
  •  Exclude
  •  Exclude & Set Milestone
  •  Include
  •  Include and clear milestone
  •  Exclude
  •  Exclude & Set Milestone
  •  Include
  •  Include and clear milestone
  •  Exclude
  •  Exclude & Set Milestone
  •  Include
  •  Include and clear milestone
  •  Exclude
  •  Exclude & Set Milestone
  •  Include
  •  Include and clear milestone
  •  Exclude
  •  Exclude & Set Milestone
  •  Include
  •  Include and clear milestone
  •  Exclude
  •  Exclude & Set Milestone
  •  Include
  •  Include and clear milestone
  •  Exclude
  •  Exclude & Set Milestone
  •  Include
  •  Include and clear milestone
Suspended
  •  Exclude
  •  Exclude & Set Milestone
  •  Include
  •  Include and clear milestone
  •  Exclude
  •  Exclude & Set Milestone
  •  Include
  •  Include and clear milestone
  •  Exclude
  •  Exclude & Set Milestone
  •  Include
  •  Include and clear milestone
  •  Exclude
  •  Exclude & Set Milestone
  •  Include
  •  Include and clear milestone
  •  Exclude
  •  Exclude & Set Milestone
  •  Include
  •  Include and clear milestone
  •  Exclude
  •  Exclude & Set Milestone
  •  Include
  •  Include and clear milestone
  •  Exclude
  •  Exclude & Set Milestone
  •  Include
  •  Include and clear milestone
  •  Exclude
  •  Exclude & Set Milestone
  •  Include
  •  Include and clear milestone
QA Review
  •  Exclude
  •  Exclude & Set Milestone
  •  Include
  •  Include and clear milestone
  •  Exclude
  •  Exclude & Set Milestone
  •  Include
  •  Include and clear milestone
  •  Exclude
  •  Exclude & Set Milestone
  •  Include
  •  Include and clear milestone
  •  Exclude
  •  Exclude & Set Milestone
  •  Include
  •  Include and clear milestone
  •  Exclude
  •  Exclude & Set Milestone
  •  Include
  •  Include and clear milestone
  •  Exclude
  •  Exclude & Set Milestone
  •  Include
  •  Include and clear milestone
  •  Exclude
  •  Exclude & Set Milestone
  •  Include
  •  Include and clear milestone
  •  Exclude
  •  Exclude & Set Milestone
  •  Include
  •  Include and clear milestone
Closed
  •  Exclude
  •  Exclude & Set Milestone
  •  Include
  •  Include and clear milestone
  •  Exclude
  •  Exclude & Set Milestone
  •  Include
  •  Include and clear milestone
  •  Exclude
  •  Exclude & Set Milestone
  •  Include
  •  Include and clear milestone
  •  Exclude
  •  Exclude & Set Milestone
  •  Include
  •  Include and clear milestone
  •  Exclude
  •  Exclude & Set Milestone
  •  Include
  •  Include and clear milestone
  •  Exclude
  •  Exclude & Set Milestone
  •  Include
  •  Include and clear milestone
  •  Exclude
  •  Exclude & Set Milestone
  •  Include
  •  Include and clear milestone
  •  Exclude
  •  Exclude & Set Milestone
  •  Include
  •  Include and clear milestone
Canceled
  •  Exclude
  •  Exclude & Set Milestone
  •  Include
  •  Include and clear milestone
  •  Exclude
  •  Exclude & Set Milestone
  •  Include
  •  Include and clear milestone
  •  Exclude
  •  Exclude & Set Milestone
  •  Include
  •  Include and clear milestone
  •  Exclude
  •  Exclude & Set Milestone
  •  Include
  •  Include and clear milestone
  •  Exclude
  •  Exclude & Set Milestone
  •  Include
  •  Include and clear milestone
  •  Exclude
  •  Exclude & Set Milestone
  •  Include
  •  Include and clear milestone
  •  Exclude
  •  Exclude & Set Milestone
  •  Include
  •  Include and clear milestone
  •  Exclude
  •  Exclude & Set Milestone
  •  Include
  •  Include and clear milestone