50831430 ISU Workflow Administrators Guide

Workflow Administrators Guide

Table of Contents

TABLE OF CONTENTS...................................................................................................................................1

1 DAILY WORKFLOW TASKS – AGENT ISSUES...................................................................................................2

1.1 Work Items yet to be processed (SWI5) .........................................................................21.2 Identify Work Items without Agents (SWI2_ADM1) ...........................................................41.3 Identify Work Items with Deleted / In-Active Agents (SWI2_ADM2) ..................................6

2 DAILY WORKFLOW TASKS - WORKFLOW ISSUES............................................................................................7

2.1 Work Items in Error (SWI2_DIAG) ................................................................................72.2 Work Items in Administrator’s In-Box (SBWP) ...................................................................9

3 DAILY WORKFLOW - BATCH JOBS STATUS (SM37)..................................................................................10

4 DAILY WORKFLOW - EVENT LINKAGES STATUS (SWEQADM)....................................................................12

5 DAILY WORKFLOW - EVENT QUEUE ANALYSIS (SWEQBROWSER) .........................................................13

6 RFC MONITORS.....................................................................................................................................14

6.1 Workflow RFC Monitor (SWU2) .................................................................................146.2 Transactional / Asynchronous RFC Error Log (SMQ1) .................................................14

7 IDOC MONITORS...................................................................................................................................15

7.1 IDOC List (WE05) ....................................................................................................15

8 SYSTEM PERFORMANCE............................................................................................................................16

8.1 Overview of Processes/Sessions (SM50) ...................................................................16

9 ADHOC REQUESTS..................................................................................................................................17

9.1 Workflows by Object (SWI6) .......................................................................................17

10 AGENT DETERMINATION..........................................................................................................................19

10.1 Process ..............................................................................................................................1910.2 Task Groups, Rules & Jobs used by Workflow...................................................................1910.3 Task Group details..............................................................................................................2010.4 Tasks by Task Group..........................................................................................................2110.5 Rules..................................................................................................................................2210.6 Job Obects.........................................................................................................................23

11 WORKFLOW TERMINOLOGY....................................................................................................................24

11.1 Work Item Status descriptions ...........................................................................................2411.2 Dialog Work Item Status Transition ...................................................................................26

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1 Daily Workflow Tasks – Agent Issues

1.1 Work Items yet to be processed (SWI5)

PurposeDisplays work items that have been sent to agent(s) for action, but not “completed” in a reasonable time. Work Items will be displayed by

• Agent Id - Items selected (reserved) by an agent, but not yet completed• Not Reserved by an Agent - Items not selected by any of the eligible agents.

Transaction SWI5Parameters: Type of Analysis : Work Items to be Completed

Process• Review the Work Item, to see if any activity has occurred.

In some cases, attachments are added to the work item describing future dated activities.

• If work items have been selected (reserved) by an agent, contact the agent and discuss why work item

has not been actioned.

• If work items have not been selected by an agent, then display possible/selected agents, contact them to

discuss why work item has not been actioned.

• If no agents found, find “Task Group” and “Task Rule” (if defined), and check/test to determine why no



agents selected.Actions

• Review Work Item for activities/attachments

Select work itemFrom main menu select “Goto” & “Work item”Select “Goto” & “Technical Work item Display”Select “Edit” & “Change”Select “Replace Manually” Select “Execute”

• “Replace” (un-reserve) to allow other agents to select the work item for processing

Select work itemFrom main menu select “Goto” & “Work item”Select “Goto” & “Technical Work item Display”Select “Edit” & “Change”Select “Replace Manually” Select “Execute”

• “Forward” to a specific agent within the “Possible/Selected Agents” group

Select work itemFrom main menu select “Goto” & “Work item”Select “Goto” & “Technical Work item Display”Select “Edit” & “Change”Select “Forward” & “Execute” Select “Execute”

• Display “Selected” agents (ie. valid agents for this task)

Double click “work item id” Click “Log” buttonClick “Agent” buttonClick “Agents” button



1.2 Identify Work Items without Agents (SWI2_ADM1)

PurposeIdentity work items that have not had an Agent determined to Approve/Action.

Transaction: SWI2_ADM1Parameters: Monitoring Period : align as per administration monitoring period (eg. Daily, weekly etc)

Results

Actions



• Check work item, (we want to see if a “Rule” has been defined, to determine “Selected Agents”, or, if task is allocated to a Task Group.

a. Select work itemb. Click “Log” buttonc. Click “Goto” & “List with Technical details”d. Expand all e. Displays the “Node” and “Task Id”f. Find “Node” / “Task Id” in workflow definition, to see if a “Rule” has been defined

Outcomes• If “Rule” defined

a. Select “Rule”b. Run “Simulate Rule”c. If no agents found, contact business to arrange “Users” to be added to the required position(s)d. If agents found (or after new Users added to positions), go back to the work item and execute the “Agent Determination” rule.

i. Select Work Itemii. Click “Goto” & “Technical Work Item Display”

iii. Click “Edit” & “Change”iv. Click button for “Execute Agent Rules”

work item will now appear in the inbox(s) of the newly assigned Agent(s)

• If “Task” allocated to a “Task Group”a. Use transaction PFTC, enter Task Id, and click “Display”b. Click “Where Used” buttonc. Check a at least 1 TG record is returnedd. Double click to select “Task Group”e. Click “Extras” & “Agent Assignment” & “Display”

i. If Agents displayed, “Execute Agent Rules” (as per above)ii. If no Agents displayed, investigate

• If “Task” not allocated to a “Task Group”a. Contact Workflow developer



1.3 Identify Work Items with Deleted / In-Active Agents (SWI2_ADM2)

PurposeIdentify work items that have been reserved by an Agent, who has since left the company.

Transaction: SWI2_ADM2

Actions• Confirm Agent has left the company.

Outcomes • “Replace” (un-reserve) other possible/selected agents will now be able to select the work item for processing

Select “Dialog” work itemFrom main menu select “Goto” & “Work item”Select “Goto” & “Technical Work item Display”Select “Edit” & “Change”Select “Replace Manually” Select “Execute”



2 Daily Workflow Tasks - Workflow Issues

2.1 Work Items in Error (SWI2_DIAG)

PurposeIdentify work items in error, to enable early diagnosis and recovery.

Transaction: SWI2_DIAG

Actions• Select a Work Item and investigate

i. Double-Click work item to display error message

ii. Display workflow log to assist in understanding where/why/how error occurred



Outcomes• Diagnose problem• Fix problem• Prevent from happening again.• Record actions



2.2 Work Items in Administrator’s In-Box (SBWP)

PurposeThe batch job SWWERRE, will report severe errors (such as “Event Linkage errors”, “Binding errors”, “Rule Resolution errors”) directly into the Administrators In-Box.

Transaction: SBWP

Actions• Select a Work Item and investigate

Outcomes• Diagnose problem• Fix problem• Prevent from happening again.• Record actions



3 Daily Workflow - Batch Jobs Status (SM37)

PurposeCheck to see if all workflow related jobs are active.

The following batch jobs were setup for ISU, via Workflow Configuration process (SWU3).

Job Description Program Frequency Notes

SWEQSRV Managing the correct workflow processing at the event queue. Primarily used to trigger the service order completion workflow

RSWEQSRV Every 5 mins

Max. events per run = 20When events > 20, Interval between reads = 1 min. Note: Only 1 occurrence of job displayed.

SWWCLEAR Delete “job logs”, (see sm37), for the previous day, for jobs.SWWCOND, SWWDHEX,SWWERRE, SWWCLEAR

RSWWCLEAR Daily Start time 00:00:01

SWWCOND Monitoring of rules for workflow processes (Condition check).

RSWWCOND Every 30 mins

SWWDHEX Monitoring of deadlines for workflow processes

RSWWDHEX Every 3 mins

SWWERRE Monitoring error situation of workflow process. ie. the re-processing of “temporary” errors .

RSWWERRE Every 20 mins

Temporary errors are reprocessed 3 times, before a permanent “error” raised.

Use transaction: SM37• check all occurrences of SW* jobs• check if jobs running as per frequency above – check dates & times.

(ie. Refresh screen to see changes in run times, or new occurrences added)





4 Daily Workflow - Event Linkages Status (SWEQADM)

PurposeEnsure Event / Workflow linkage is active Transaction : SWEQADM

The following is the list of “active” Event linkages at the time of go-live. (transaction SWETYPV) Object Type Event Receiver Type Linkage

ActiveEvent Queue

EnabledISUPARTNER ZTRACKLIFESUPPORTCHANGES WS90000021 X XISUPOD ZADDRESS_UPDATE_REC WS90000009 X XISUPOD ZPUBLISHCRDETAIL WS90000034 X XISUSMNOTIF ZSENDNOTIFICATION TS90000176 X XISUSMORDER ZCOMPLETIONRECEIVED WS90000003 X XISUSMORDER ZDEENERGISATION WS90000022 X XISUSMORDER ZMETERRECONFIG WS90000012 X XISUSMORDER ZMETERUPDATE WS90000011 X XISUSMORDER ZNEWCONNECTION WS90000001 X XISUSMORDER ZREENERGISATION WS90000026 X XISUSMORDER ZSPECIALREAD WS90000018 X XZIDOCSAD ZSADRECEIVED WS90000009 X



5 Daily Workflow - Event Queue Analysis (SWEQBROWSER)

PurposeDisplay the events waiting to be processed.

Transaction : SWEQBROWSER

Actions• View events

Outcomes• If backlog, determine expected run times• Investigate ways of improving performance



6 RFC Monitors

6.1 Workflow RFC Monitor (SWU2)

6.2 Transactional / Asynchronous RFC Error Log (SMQ1)



7 IDOC Monitors

7.1 IDOC List (WE05)



8 System Performance

8.1 Overview of Processes/Sessions (SM50)



9 Adhoc Requests

9.1 Workflows by Object (SWI6)

Transaction : SWI6 Shows all occurances of workflows linked to a particular object. In our case Service Orders





10 Agent Determination

10.1 Process

PurposeDescribe the process used to determine agents for all ISU workflows

The agent determination process is defined as per the following

i. Task Groups defined, based on Business Roles performedii. All workflow “Dialog Tasks” MUST be allocated to a Task Group

iii. Required “HR Positions” have been allocated to a Task Groupiv. Results in “Possible Agents” for the Task Group/Dialog Task

(see trans: PFTC)

v. Rules definedvi. Rules have “Positions” allocated

vii. Rules have “Conditions” to determine subset of valid positions (ie. by Order Sub Type)viii. Results in “Responsible Agents” for the Task Group/Dialog Task/Rule

(sse trans PFAC)

ix. Job definedx. Job has “Positions” allocated

xi. Jobs are allocated to a Task Groupxii. Results in “Responsible Agents” for a Task Group/Job

(see trans: PO03)

10.2 Task Groups, Rules & Jobs used by Workflow

Task Groups Description90000003 Mass Rollout Support Officer90000004 New Connection Officer90000005 Service Desk Officer90000006 New Connection Service Desk Officer90000007 SSN UIQ Meter Program ID Officer90000009 Serice Order for All Position90000010 Network Billing Officer

Rules Description90000016 AMI Mass Roll Out90000025 SSN UIQ - Meter Re-Configuration

Jobs Description50000368 Network Billing - SAP Email



10.3 Task Group details

Task Group

Description Position Description Position Id

90000003 Mass Rollout Support Officer

Market Compliance ManagerAEMO Compliance ManagerService Desk SMENew Connections SMEMeter Data Management SMENetwork Billing SMEMass Rollout Exceptions Analyst

50000217500002185000021950000220500002215000022250000227

90000004 New Connection Officer Market Compliance ManagerAEMO Compliance ManagerService Desk SMENew Connections SMEMeter Data Management SMENetwork Billing SMENew Connections Team LeadNew Connections Coordinator

5000021750000218500002195000022050000221500002225000022850000229

90000005 Service Desk Officer Market Compliance ManagerAEMO Compliance ManagerService Desk SMENew Connections SMEMeter Data Management SMENetwork Billing SMEService Desk Consultant

50000217500002185000021950000220500002215000022250000226

90000006 New Connection Service Desk Officer

Market Compliance ManagerAEMO Compliance ManagerService Desk SMENew Connections SMEMeter Data Management SME Network Billing SMEService Desk ConsultantNew Connections Team LeadNew Connections Coordinator

500002175000021850000219500002205000022150000222500002265000022850000229

90000007 SSN UIQ Meter Program ID Officer

AMI Network Operations ManagerAMI Application AdministratorAMI Communications AdministratorAMI Security AdministratorAMI Faults Analyst

5000023150000234500002355000023650000237

90000009 Serice Order for All Position

Market Compliance ManagerAEMO Compliance ManagerService Desk SMENew Connections SMEMeter Data Management SME Network Billing SMEService Desk ConsultantMass Rollout Exceptions AnalystNew Connections Team LeadNew Connections CoordinatorAsset Lifecycle Project Manager

5000021750000218500002195000022050000221500002225000022650000227500002285000022950000261

90000010 Network Billing Officer Job: Network Billing - SAP Email 50000368



10.4 Tasks by Task Group

Task Group Task Description90000003 90000013 zSONCFinder NC: NMI Not Matched

90000048 zSOMROEdit NC: Review MRO Request

90000004 90000008 zSONCEdit NC: Review New Connection Request90000013 zSONCFinder NC: NMI Not Matched90000153 zNMIadd NMI: Add NMI to Existing Site

90000005 90000050 ZSADDIALOG SU: Review Site Address Update90000083 zSOSRRelease SR: Special Read Release Fail90000092 zLifeSupport LS: Life Support Changes Confirmation90000111 zSODeEnTimO DE: De-En Remote Time Out90000113 zSoDeEnFail DE: De-En Remote Execution Fail90000115 zSODeEnRev DE: Review De-En for ESP Execution90000119 zSODeEnCICRv DE: Review DB Init De-En Request90000124 zSOReEnTimO RE: Re-En Remote Time Out90000125 zSOReEnRev RE: Review Re-En for ESP Execution90000126 zSOReEnCICRv RE: DB Init Review Re-En Request90000127 zSoReEnFail RE: Re-En Remote Execution Fail90000128 zSOSRRemFail SR: Special Read Remote Execution Fail90000153 zNMIadd NMI: Add NMI to Existing Site90000185 zSpclReadNR SR: Special Read Remote Time Out90000190 zSOSplRdEdit SR: Review DB Init Special Read Request90000195 zSOEditSR SR: Review Special Read Remote Request

90000006 90000075 zReviewMRec MR: Review Meter Reconfig Request90000090 zReviewServO AA: Review Adds Alt Abol Misc Request90000096 zMRecInvest MR: Review Meter Reconfig Exception Rsn90000097 zUpdateMRec MR: Re-Review Meter Reconfig Request90000141 zUpdProdCode BR: Update Service Order Product Code90000150 zChkB2BTypSO BR: Review Un-Expected User Status90000153 zNMIadd NMI: Add NMI to Existing Site90000157 zDecision BR: Review Product Code Exception90000160 zReviewSOB2B BR: B2B SO Response Sending Error90000168 zUpdExcepCde BR: Update Exception Code

90000007 90000088 zMRecDecisio MR: Perform Meter Reconfiguration90000198 ZSOcreatedoc MR: Enter Meter Reconfig Exception Rsn

90000009 90000024 zSOEditDial CP: Review Work Performed90000033 zSODispConf CP: Perform Activity Confirmation90000037 zSOConfOnFN CP: Field Not Complete Act Confirmation90000038 zSOConfScn03 CP: Review Requested Act Not Completed90000039 zSOConfScn02 CP: Review Non Permissable Act Performed90000040 zSOConfScn07 CP: Review Coincidence Exception90000041 zSODisplay CP: Un-expected Cancellation Received90000044 zSOConfOnFC CP: Field Complete Act Confirmation90000068 zSOMPIMisMtc CU: Meter Program ID Mismatch90000174 zSORevWBS CP: Finall WBS Determination Exception90000178 zSODupWI CP: Duplicate WI Processing90000202 zSORetMRRev CU: Retro Processing Meter Read Reversal90000215 zSOGIWItem CP: Goods Issue Exception90000217 zSOGRWItem CP: Goods Receipt Exception

90000010 90000035 zSOGSLMail CP: GSL Email Notification90000132 zsoctrctdemd CU: Connection Contract Notice90000134 zAbolConCtrc AA:Connection Contract Exist90000200 zSORevBilRev CU: Retro Processing Billing Reversal



10.5 Rules

Rule Responsibilities Condition Default Position

90000016 AMI Mass Roll Out Order Sub Type:RO1 Meter Exchange of Mass RoRO2 Type 6 to Type 5 conversionRO3 Access Point/Relay Install’nRO4 External antenna installation

Market Compliance ManagerAEMO Compliance ManagerService Desk SMENew Connections SMEMeter Data Management SMENetwork Billing SMEMass Rollout Exceptions Analyst

New Connection, Adds Als, Suppl Abol, Tr

Order Sub Type:NC0 New Connection - BlankNC1 PermanentNC2 TemporaryNC3 Temporary In PermanentAA0 Adds and Alts - BlankAA1 Exchange MeterAA2 Install Hot WaterAA3 Install MeterAA4 Move MeterAA5 Remove MeterSA0 Supply Abolishment - BlankMR2 Change Tariff

Market Compliance ManagerAEMO Compliance ManagerService Desk SMENew Connections SMEMeter Data Management SMENetwork Billing SMENew Connections Team LeadNew Connections Coordinator

DE, RE, SPRead, Mtr Inv, Misc, Mtr Cfg

Order Sub Type:DE0 De-energisation - BlankDE1 Pillar box, Pit or Pole TopDE2 P-B Pit/Pole-Top, NonPaymentDE3 Remove FuseDE4 Remove Fuse (Non-Payment)RE0 Re-energisation - BlankRE1 After Disconn. for Non-PaymentRE2 New Reading RequiredRE3 Retrospective Move-inSR0 Special Read - BlankSR1 Check ReadSR2 Final ReadMI0 Meter Investigation - BlankMI1 InspectMI2 Meter TestMI3 TamperMC0 Miscellaneous - BlankMR0 Meter Reconfiguration - BlankMR1 Change Controlled Load

Market Compliance ManagerAEMO Compliance ManagerService Desk SMENew Connections SMEMeter Data Management SMENetwork Billing SMEService Desk Consultant

Asset Management Order Sub Type:CC1 Install/Replace AMI CommsCO1 AMI Comms MaintenanceEF1 Emerg’y AMI Meter ReplacemntEF2 Emerg AMI Comms ReplacemtEF3 Emerg’y AMI Transformer ReplDC1 Planned AMI Meter ReplacemtDO1 Sample CT TestingDO2 Sample Meter TestingDO3 Meter TestingDO4 Maintenance CT TestingDO5 FaultsDO6 Revenue ProtectionDO7 AMI Device Maintenance

Asset Lifecycle Project Manager

90000025

SSN UIQ - Meter Re-Configuration

Order Type:ZRMR - Meter Reconfiguration

AMI Faults Analyst



10.6 Job Obects


Job Description Positions (with Job relationship) Position Id50000368

Network Billing - SAP Email Market Compliance ManagerAEMO Compliance ManagerService Desk SMENew Connections SMEMeter Data Management SMENetwork Billing SME

500002175000021850000219500002205000022150000222


11 Workflow Terminology

11.1 Work Item Status descriptions

The permitted statuses of a dialog work item are listed in the table.

Work item status Explanation

Checked / In Preparation

The work item has been created, but the condition defined for starting the work item has not yet been fulfilled. Work items in this status are not displayed in the workflow inbox.

Waiting

The work item has been created, but its requested start has not yet been reached, or the work item is being resubmitted.

Work items in status waiting are not displayed in the workflow inbox, but are in Workflow Resubmissions.

Ready

The work item is released for execution and appears in the workflow inbox of all recipients.

Selected / Reserved

The work item has been reserved by a recipient, and is therefore transferred from the status ready to status reserved.

A work item with status reserved is only displayed in the workflow inbox of the actual agent. It is no longer displayed in the workflow inboxes of any other recipients.

Started / In Process

A work item assumes this status if:

• It is being executed by the actual agent. • The work item is waiting for its terminating event. • Execution is terminated by the actual agent. • Execution has been terminated with a temporary exception for which no subsequent

steps have been modeled.

In this status, the workflow system has not yet recognized the point at which processing is completed. As long as the work item has status in process, database changes have not been made.

Committed / Executed

The work item is awaiting specific confirmation of its completion.

The work item only has this status if a confirmation of completion is required. A work item with executed status can be executed or forwarded several times until


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it is set to status done in the Business Workplace.

In this way, GroupWare components are realized in SAP Business Workflow.

completed

The execution of the work item is completed.

The task represented by the work item produces a correct result, i.e. the result modeled in the workflow definition.

Work items in the completed status are not displayed in the workflow inbox of the Business Workplace.

Cancelled / Logically deleted

Execution of the work item is no longer useful or required for the workflow logic.

A work item changes to logically deleted status in the following ways:

• Termination in parallel processing branches

When the required number of processing paths has been executed in a fork, the work items in the other paths that have not yet reached completed status are automatically set to the logically deleted status.

• Execution of a process control

• Intervention of a workflow system administrator

An administrator can only set a work item to logically deleted status if it is not yet in status completed and is not part of a superordinate workflow.

Work items in the logically deleted status are not displayed in the workflow inbox of the Business Workplace.

A work item in the status logically deleted may have already caused database changes or other actions (generate event, send notification). These changes are not canceled automatically.

Errors Execution of the work item was terminated with an error.




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11.2 Dialog Work Item Status Transition

The diagram below shows the possible status transitions that a dialog work item can undergo.

The arrows are labeled with the functions used by a user to trigger the respective status transition. Every recipient of a work item can forward this from the Business Workplace. Here the workflow system sets status of the work item to ready.

Transition from status waiting and in preparation

The transition from the status waiting and in preparation is performed automatically by the work item manager when the requested start is reached or when the condition for the work item start is met. A system administrator for workflow can set a work item to the status ready manually.


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Transition from status ready

From this status, the work item passes either to the status reserved or to the status in process.

Transition from status reserved

A work item with the status reserved can either be executed (to the status in process) or reset (to the status ready).

Transition from status in process

A work item with the status in process can be set to the status ready. A system administrator for workflow can reset a work item manually. This function is available when changing the work item. After execution is complete, the work item passes to the status completed or to the status executed.

Transition from status executed

After confirmation of end of processing, the work item assumes the status completed. If another execution of the work item takes place, it changes to status in process. The work item can also be reset (transition to status ready).

Transition from status completed

Work items with the status completed can no longer be set to another status even if a system administrator for workflow intervenes.

Transition from status error

A system administrator for workflow can intervene and set work items with errors to the status in process or the status logically deleted (possibly after eliminating the error).

Transition from status logically deleted

Work items with the status logically deleted can no longer be set to another status even if a system administrator for workflow intervenes.


Documents

50831430 ISU Workflow Administrators Guide