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Joget Workflow Training – Basic & Advance for v3.1 – Module 11 – A Revision - Building a Support Ticketing System

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Joget Workflow is an open source web-based workflow software to develop workflow and BPM applications. It is also a rapid application development platform that offers full-fledged agile development capabilities (consisting of processes, forms, lists, CRUD and UI), not just back-end EAI/orchestration/integration or the task-based interface.

This document contains the last module out of 11 of the training slides prepared for those keen on learning more about Joget Workflow. The slides are prepared based on Joget v3.1.

Module listing:-
Module 1: Introduction
Introduction to Business Process and Workflow
Introduction to Joget Workflow
Overview of Joget Workflow v3 Architecture

Module 2: Setting up Joget Workflow
Requirements
Installation
Overview of User Management

Module 3: Building your first Process-driven Application
Business Process Design
Designing Your First Workflow with Workflow Designer
Running Your First Automated Process

Module 4: Process Monitoring
Administration of Process Instances in Joget

Module 5: Creating your first Forms
Creating your First Forms using Joget Form Builder
Understanding the relationship between Forms and Process Activities

Module 6: Using the Email Tool
Implementing Email Tool Plugin on your Process Tool.

Module 7: Creating Datalist and Userview
Creating a Listing of submitted Form data.
Creating a User Interface (UI) for end-user access.

Module 8: Participant Mapping and Permission Control
Defining Process Participant Mapping on your Process
Enforcing Permission Control on your App

Module 9: SLA and Deadlines
Service Level Agreement implementation on Workflow Process.
Creating Email Reminder on Workflow Process using Deadline implementation.

Module 10: Hash Variables
Dynamically populate Form fields, Email plugin.
Using Hash Variable

Module 11: A Revision - Building a Support Ticketing System

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Joget Workflow Training – Basic & Advance for v3.1 – Module 11 – A Revision - Building a Support Ticketing System

  1. 1. All Rights Reserved © Joget Inc Joget Workflow v3 Training Programme: All That You Need To Know http://facebook.com/jogetworkflow http://twitter.com/jogetworkflow Last Revised on Oct 1, 2014 based on Joget 3.1Joget Inc Internal Use Only
  2. 2. All Rights Reserved © Joget Inc Joget Workflow Training Programmes All That You Need to Know: Automating Your Processes and Building Applications Developer: Extending and building plugins. Joget Inc Internal Use Only
  3. 3. All Rights Reserved © Joget Inc Joget Workflow Training • All That You Need to Know: Automating Your Processes and Building Applications • Who is it for? Any business process owner • Prerequisites: – Logical understanding on drawing a flowchart – No software development knowledge required Joget Inc Internal Use Only
  4. 4. All Rights Reserved © Joget Inc Outline – Day 1 • Module 1: Introduction – Introduction to Business Process and Workflow – Introduction to Joget Workflow – Overview of Joget Workflow v3 Architecture • Module 2: Setting up Joget Workflow – Requirements – Installation – Overview of User Management • Module 3: Building your first Process-driven Application – Business Process Design – Designing Your First Workflow with Workflow Designer – Running Your First Automated Process Joget Inc Internal Use Only
  5. 5. All Rights Reserved © Joget Inc Outline – Day 1 • Module 4: Process Monitoring – Administration of Process Instances in Joget • Module 5: Creating your first Forms – Creating your First Forms using Joget Form Builder – Understanding the relationship between Forms and Process Activities Joget Inc Internal Use Only
  6. 6. All Rights Reserved © Joget Inc Outline – Day 2 • Module 6: Using the Email Tool – Implementing Email Tool Plugin on your Process Tool. • Module 7: Creating Datalist and Userview – Creating a Listing of submitted Form data. – Creating a User Interface (UI) for end-user access. • Module 8: Participant Mapping and Permission Control – Defining Process Participant Mapping on your Process – Enforcing Permission Control on your App Joget Inc Internal Use Only
  7. 7. All Rights Reserved © Joget Inc Outline – Day 3 • Module 9: SLA and Deadlines – Service Level Agreement implementation on Workflow Process. – Creating Email Reminder on Workflow Process using Deadline implementation. • Module 10: Hash Variables – Dynamically populate Form fields, Email plugin. – Using Hash Variable • Module 11: A Revision - Building a Support Ticketing System Joget Inc Internal Use Only
  8. 8. All Rights Reserved © Joget Inc Module 11 A Revision - Building a Support Ticketing System Joget Inc Internal Use Only
  9. 9. All Rights Reserved © Joget Inc What are we building? • Support Ticketing system. • CRUD – Manage ticket’s category. • Tickets grouped by category. • Userview – Acts as the main point of access of the application and as the wrapper of all the processes, datalists and forms. Joget Inc Internal Use Only
  10. 10. All Rights Reserved © Joget Inc Create App • App ID: ticketingSystem • App Name: Ticketing System Joget Inc Internal Use Only
  11. 11. All Rights Reserved © Joget Inc Design Ticketing Process Joget Inc Internal Use Only
  12. 12. All Rights Reserved © Joget Inc Ticketing Process Joget Inc Internal Use Only
  13. 13. All Rights Reserved © Joget Inc Exercise • Test run and verify the process. – Make sure that all possible routes are tested. Go through the Workflow Process multiple times using different Workflow Variable value. Joget Inc Internal Use Only
  14. 14. All Rights Reserved © Joget Inc Design Forms • Manage Ticket Categories • Manage Ticket submission flow (Submit, Approve etc) • ERD:- Remember! Define a Prefix for your App on naming the tables to prevent data clash with other AppsJoget Inc Internal Use Only
  15. 15. All Rights Reserved © Joget Inc Design Forms for Categories • Create Category Joget Inc Internal Use Only
  16. 16. All Rights Reserved © Joget Inc Category Form • Form ID: category • Form Name: Category • Table Name: ticket_categories Joget Inc Internal Use Only
  17. 17. All Rights Reserved © Joget Inc Category Form Joget Inc Internal Use Only
  18. 18. All Rights Reserved © Joget Inc Category Form Joget Inc Internal Use Only
  19. 19. All Rights Reserved © Joget Inc Category Form Joget Inc Internal Use Only
  20. 20. All Rights Reserved © Joget Inc Category Form Joget Inc Internal Use Only
  21. 21. All Rights Reserved © Joget Inc Design Forms for Tickets • Submit Ticket • Approve Ticket • Execute Task • Acknowledge Rejection • Acknowledge Completion Joget Inc Internal Use Only
  22. 22. All Rights Reserved © Joget Inc Submit Ticket Form • Form ID: submitTicket • Form Name: 1-Submit Ticket • Table Name: ticket_tickets Joget Inc Internal Use Only
  23. 23. All Rights Reserved © Joget Inc Submit Ticket Form Joget Inc Internal Use Only
  24. 24. All Rights Reserved © Joget Inc Submit Ticket Form Joget Inc Internal Use Only
  25. 25. All Rights Reserved © Joget Inc Submit Ticket Form Joget Inc Internal Use Only
  26. 26. All Rights Reserved © Joget Inc Submit Ticket Form Joget Inc Internal Use Only
  27. 27. All Rights Reserved © Joget Inc Submit Ticket Form Joget Inc Internal Use Only
  28. 28. All Rights Reserved © Joget Inc Submit Ticket Form Joget Inc Internal Use Only
  29. 29. All Rights Reserved © Joget Inc Submit Ticket Form Joget Inc Internal Use Only
  30. 30. All Rights Reserved © Joget Inc Approve Ticket Form • Form ID: approveTicket • Form Name: 2-Approve Ticket • Table Name: ticket_tickets Joget Inc Internal Use Only
  31. 31. All Rights Reserved © Joget Inc Approve Ticket Form Joget Inc Internal Use Only
  32. 32. All Rights Reserved © Joget Inc Approve Ticket Form Joget Inc Internal Use Only
  33. 33. All Rights Reserved © Joget Inc Approve Ticket Form Joget Inc Internal Use Only
  34. 34. All Rights Reserved © Joget Inc Approve Ticket Form Joget Inc Internal Use Only
  35. 35. All Rights Reserved © Joget Inc Approve Ticket Form Joget Inc Internal Use Only
  36. 36. All Rights Reserved © Joget Inc Exercise • Design the rest of the forms – Execute Task • with Subform of Approve Ticket form • add a TextArea for Technician to key in Remarks (id: technician_remarks) – Acknowledge Rejection • with Subform of Approve Ticket form – Acknowledge Completion • with Subform of Execute Task form Joget Inc Internal Use Only
  37. 37. All Rights Reserved © Joget Inc The relationship between Forms and Database Tables • Forms – Submit Ticket – Approve Ticket – Execute Task – Acknowledge Rejection – Acknowledge Completion • Forms – Category Joget Inc Internal Use Only
  38. 38. All Rights Reserved © Joget Inc Map Forms to Activities • With all the Forms designed, map the Forms to the Activities accordingly. Joget Inc Internal Use Only
  39. 39. All Rights Reserved © Joget Inc The relationship between Forms and Activities 1. Submit Ticket 2. Approve Ticket 3. Execute Task 4. Acknowledge Rejection 5. Acknowledge Completion Joget Inc Internal Use Only
  40. 40. All Rights Reserved © Joget Inc Exercise • Test run and verify the process. Joget Inc Internal Use Only
  41. 41. All Rights Reserved © Joget Inc Map Participants Joget Inc Internal Use Only
  42. 42. All Rights Reserved © Joget Inc Exercise • After mapping the participants, test run and verify the process again. • Remember to publish the App first. Joget Inc Internal Use Only
  43. 43. All Rights Reserved © Joget Inc Design Datalists • Category List • Ticket List Joget Inc Internal Use Only
  44. 44. All Rights Reserved © Joget Inc Category List • List and Manage Categories Joget Inc Internal Use Only
  45. 45. All Rights Reserved © Joget Inc Category List • Select binder and form Joget Inc Internal Use Only
  46. 46. All Rights Reserved © Joget Inc Category List • Add Name and Description columns Joget Inc Internal Use Only
  47. 47. All Rights Reserved © Joget Inc Ticket List • List and Manage Tickets Joget Inc Internal Use Only
  48. 48. All Rights Reserved © Joget Inc Ticket List • Select Form Data Binder as the Binder. • Select Submit Ticket as the form. • Add id, category, name, status as the columns. Joget Inc Internal Use Only
  49. 49. All Rights Reserved © Joget Inc Design Userview • Userview serves as the front-end interface for end users to interact with the App. • Ticket Userview Joget Inc Internal Use Only
  50. 50. All Rights Reserved © Joget Inc Ticket Userview • Create category Menu, Tickets, Categories. • Create the following element according to the order:- – HTML Page – Home – Inbox – Inbox – Run Process – Submit Ticket – List – List Tickets – Form – Add New Category – List – List Categories • Apply theme. • Preview and save! Joget Inc Internal Use Only
  51. 51. All Rights Reserved © Joget Inc HTML Page – Home • First Menu item serves as the landing page. • Customize the element accordingly. Joget Inc Internal Use Only
  52. 52. All Rights Reserved © Joget Inc Inbox – Inbox • Inbox is used to list assignments available to the logged in user. Joget Inc Internal Use Only
  53. 53. All Rights Reserved © Joget Inc Run Process – Submit Ticket • Run Process element is used to start a new workflow process instance. • Map it to the Ticketing Process created earlier. Joget Inc Internal Use Only
  54. 54. All Rights Reserved © Joget Inc List – List Tickets • List is used to show record listing created by the Datalist Builder. • Map it to the Ticket List created earlier. Joget Inc Internal Use Only
  55. 55. All Rights Reserved © Joget Inc Form – Add New Category • Form is used to display and capture form data created by the Form Builder. • Map it to the Category form created earlier. Joget Inc Internal Use Only
  56. 56. All Rights Reserved © Joget Inc List – List Categories • Form is used to display and capture form data created by the Form Builder. • Map it to the Category List created earlier. Joget Inc Internal Use Only
  57. 57. All Rights Reserved © Joget Inc Preview and Save the Userview Joget Inc Internal Use Only
  58. 58. All Rights Reserved © Joget Inc Exercise: Run through the Process • With the Userview created, run through the entire Ticketing Process again by using solely, the Userview. • You must first publish the App first. Joget Inc Internal Use Only
  59. 59. All Rights Reserved © Joget Inc Exercise 1 • Problem statement: Anyone can see anything. Apply Permission Control according to the following rules. – Tickets – Logged in User – Categories – User “admin” Joget Inc Internal Use Only
  60. 60. All Rights Reserved © Joget Inc Exercise 1 • At the category’s, select Permission and apply the appropriate Permission Type. Joget Inc Internal Use Only
  61. 61. All Rights Reserved © Joget Inc Exercise 2 • Problem statement: There is no reference number to the Ticket submitted. The reference number should start from 1000. Joget Inc Internal Use Only
  62. 62. All Rights Reserved © Joget Inc Exercise 2 • Add a ID Generator Field in the Submit Ticket form. • Configure the element, map it to the appropriate Environment Variable. Joget Inc Internal Use Only
  63. 63. All Rights Reserved © Joget Inc Exercise 3 • Problem statement: When adding new category in the Category Userview, it should go to the category listing automatically after submission. Joget Inc Internal Use Only
  64. 64. All Rights Reserved © Joget Inc Exercise 3 • Configure the redirection property in the Category Form element to point to the Category List. Unique ID (Custom ID) of the menu item. Joget Inc Internal Use Only
  65. 65. All Rights Reserved © Joget Inc Exercise 4 • Problem statement: In the Ticket listing, the category column is showing the Category ID instead of showing the Category Name. Joget Inc Internal Use Only
  66. 66. All Rights Reserved © Joget Inc Exercise 4 • Use the formatter function at the category ID column in the ticket list. Joget Inc Internal Use Only
  67. 67. All Rights Reserved © Joget Inc Exercise 5 • Problem statement: There are lots of tickets submitted but most of them abandoned by the requester (left at the “Submit Ticket" activity). How to prevent this? Joget Inc Internal Use Only
  68. 68. All Rights Reserved © Joget Inc Exercise 5 • Only start the process after the “Submit Ticket” form is submitted by utilizing the “Run Process” feature. Joget Inc Internal Use Only
  69. 69. All Rights Reserved © Joget Inc Exercise 6 • Problem statement: The actual requester does not get assigned to the activity “Acknowledge Rejection” and “Acknowledge Completion” Joget Inc Internal Use Only
  70. 70. All Rights Reserved © Joget Inc Exercise 6 • The participant “Requester” has not been mapped yet. • Map it to “Performer” who performed “Run Process”. Joget Inc Internal Use Only
  71. 71. All Rights Reserved © Joget Inc Exercise 7 • Problem statement: Requester did not get the Reference number after submitting the ticket. Joget Inc Internal Use Only
  72. 72. All Rights Reserved © Joget Inc Exercise 7 • Add an activity to the start of the process. Joget Inc Internal Use Only
  73. 73. All Rights Reserved © Joget Inc Exercise 8 • Design a form that would prompt the requester of the reference ID. Joget Inc Internal Use Only
  74. 74. All Rights Reserved © Joget Inc Exercise 8 • Map the form to the “Ticket Submitted” activity. • Check on “Show The Next Assignment When Completed” at “Run process” activity so that the form would be shown immediately after submission of the ticket. Joget Inc Internal Use Only
  75. 75. All Rights Reserved © Joget Inc Exercise 9 • Problem Statement: User must hit on the “Complete” button in the “Ticket Submitted” form in order to send the ticket to the Manager for Approval. Joget Inc Internal Use Only
  76. 76. All Rights Reserved © Joget Inc Exercise 9 • Change the process design such that “Ticket Submitted” and “Approve Ticket” run in parallel. Joget Inc Internal Use Only
  77. 77. All Rights Reserved © Joget Inc Exercise 10 • Problem statement: User tend to forget to complete “Ticket submitted” activity leaving the process hanging even after ticket has been resolved. Joget Inc Internal Use Only
  78. 78. All Rights Reserved © Joget Inc Exercise 10 • Introduce a synchronous deadline at “Ticket Submitted” that terminates in a specific time. Joget Inc Internal Use Only
  79. 79. All Rights Reserved © Joget Inc Exercise 11 • Problem statement: In the inbox, one cannot identify on who is the requester. Joget Inc Internal Use Only
  80. 80. All Rights Reserved © Joget Inc Exercise 11 • Use the Performer or Form Hash Variable in activity naming in your Workflow Designer. Joget Inc Internal Use Only
  81. 81. All Rights Reserved © Joget Inc Stay Connected with Joget Workflow • www.joget.org • community.joget.org • twitter.com/jogetworkflow • facebook.com/jogetworkflow • youtube.com/jogetworkflow • slideshare.net/joget Joget Inc Internal Use Only

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