Process Quick Start (Ready2Adopt)

To help you start with processes, the framework and other add-ons may include Ready2Adopt processes. These processes can be installed with the click of a button and bring all the necessary elements to run out-of-the-gate. You can start using the process (adopt) with minimal adaptation. Let’s look into how to do this.

Application for Leave

Installing this process will deliver the following dynamic fields and settings:

Pre-Requisites

You must activate Ticket::Responsible to use the process as designed.

Automatic Configuration Changes

Dynamic Fields:

Name	Label	Field type	Comment
PreProcApplicationRecorded	Application Recorded	Text	A date field for date the application was recorded by
PreProcDaysRemaining	Days Remaining	Text	The total days remaining.
PreProcVacationStart	Vacation Start	Date	The date requested for the start of Vacation
PreProcVacationEnd	Vacation End	Date	The date requested to end vacation.
PreProcDaysUsed	Days Used	Text	The total vacation days used.
PreProcEmergencyTelephone	Emergency Telephone	Text	The emergency contact telephone number.
PreProcRepresentationBy	Representation By	Text	The person to represent the employee during absence.
PreProcProcessStatus	Process Status	Text	A hdiden field to help control the workflow of the pocess.
PreProcApprovedSuperior	Approved Superior	Dropdown	The decision of the supervisor.
PreProcVacationInfo	Vacation Info	TextArea	A free text area to add additional information to the request.

Settings Changed:

The process modifies the following setting Ticket::Frontend::AgentTicketZoom###ProcessWidgetDynamicFieldGroups.

Group Name:

Application for Leave - Approval and HR data

Visible Fields:

• PreProcApprovedSuperior

• PreProcApplicationRecorded

• PreProcVacationInfo

Group Name:

Application for Leave - Request Data

Visible Fields:

• PreProcVacationStart

• PreProcVacationEnd

• PreProcDaysUsed

• PreProcDaysRemaining

• PreProcEmergencyTelephone

• PreProcApprovedSuperior

• PreProcVacationInfo

• Ticket::Frontend::AgentTicketZoom###ProcessWidgetDynamicField

Process description

An agent or customer can start this process. If started by an agent, the customer must be chosen by the agent. If started as a customer, the customer is the logged-in user.

The process collects data about the leave request and assigns it to a supervisor. The ticket will automatically message the supervisor and is set to pending for twenty-four hours. After that, reminder emails will be sent to the supervisor. When denied, the process will end. When approved, the process will set the ticket back to pending seven days and await further action. After that, messages will be sent as a reminder. After the vacation is recorded as filed, the ticket will close.

Adaptation

We recommend the following adaptations.

Notifications:

The application goes through some different states which can be used to configure notifications. Set up a ticket notification based on the event TicketDynamicFieldUpdate_<FIELDNAME>.

Value	Recommended Recipient
Values filled	Application is recorded and awaiting approval	Agent who is responsible for the ticket
yes	Application is approved.
	Application denied
DynamicField_PreProcApplicationRecorded	yes

Transition Actions:

It is recommended to create a transition action to set specific ticket data like:

Mandatory:

• Queue

Optional:

• Type

• Priority

Activities and Activity dialogs:

You may want to add, remove, or change visibility on some dialogs. You are welcome to do this, or expand on the process using your own activities and activity dialogs.