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

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. 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. 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. 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. 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. 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. 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

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

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. 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

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. 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

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

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

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

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

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. 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

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. 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

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. 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. 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. 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

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

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

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. 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

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

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

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

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