Before you begin configuring a Case Workflow in InfraLink, detailed planning should occur. Valuable inputs from the project leaders should inform the workflow and its associated configurations, as the workflow should align with the operational environment and contract/client requirements.

The following are suggested when planning a Case Workflow:

• Workflow Diagram
• Workflow Statuses and Handling Metrics

Workflow Diagram

Collaborate with the project team and define statuses and transition "on paper" before configuration begins in InfraLink. Make sure all possible statuses and allowed transitions are represented.

 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.

Workflow Statuses and Handling Metrics

If the project team is subject to a client/contract Service Level Agreement (SLA), be sure to build that into the workflow. Define each Status' impact on the metric calculation. Up to eight (8) unique Handling Metrics are supported per instance.

Note: Even if the client/contract does not include SLA, it is good practice to set internal performance criteria for the sake of situational awareness and constant improvement. 

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.