Ticket Processing - NeoSOFT-Technologies/workflow-plugins GitHub Wiki

Description

Short-running Workflows can be useful to implement a business rules engine, while long-running workflows greatly simplify the implementation of complex processes that involve coordinating between multiple agents (users & machines).

Ticketing feature is basically used to track issues related to agents, or events. A ticket is a work request created in response to a situation that requires further investigation.

Below is a simplified process flow for an Ticket processing.

ticket-proccessing-workflow

Workflow Explanation

  • User submit the ticket. After submitting the ticket by user, the ticket is first assigned to the manager or head of the team with notification. Manager is decided based on the working hours and ticket type. Manager assign it to some other person.
  • If ticket is not assigned to any person to resolve issue ,then reminder mail send to manager with some time intervals.
  • The person who is assigned to the ticket can review the ticket, investigates and resolves the issue. After successfully resolving issue, he will update the status of ticket.
  • Finally follow up mail goes to the submitter.

Workflow demonstration

Below is the demonstration of the workflow project.

ticket-proccessing-thumbnail