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

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

Page 2: Joget Workflow Training – Basic & Advance for v3.1 – Module 11 – A Revision - Building a Support Ticketing System

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.

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Page 3: Joget Workflow Training – Basic & Advance for v3.1 – Module 11 – A Revision - Building a Support Ticketing System

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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

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Page 4: Joget Workflow Training – Basic & Advance for v3.1 – Module 11 – A Revision - Building a Support Ticketing System

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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

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Page 5: Joget Workflow Training – Basic & Advance for v3.1 – Module 11 – A Revision - Building a Support Ticketing System

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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

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Page 6: Joget Workflow Training – Basic & Advance for v3.1 – Module 11 – A Revision - Building a Support Ticketing System

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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

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Page 7: Joget Workflow Training – Basic & Advance for v3.1 – Module 11 – A Revision - Building a Support Ticketing System

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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

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Page 8: Joget Workflow Training – Basic & Advance for v3.1 – Module 11 – A Revision - Building a Support Ticketing System

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Module 11

A Revision - Building

a Support Ticketing System

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Page 9: Joget Workflow Training – Basic & Advance for v3.1 – Module 11 – A Revision - Building a Support Ticketing System

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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.

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Page 10: Joget Workflow Training – Basic & Advance for v3.1 – Module 11 – A Revision - Building a Support Ticketing System

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Create App

• App ID: ticketingSystem

• App Name: Ticketing System

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

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Design Ticketing Process

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Page 12: Joget Workflow Training – Basic & Advance for v3.1 – Module 11 – A Revision - Building a Support Ticketing System

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Ticketing Process

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Page 13: Joget Workflow Training – Basic & Advance for v3.1 – Module 11 – A Revision - Building a Support Ticketing System

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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.

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Page 14: Joget Workflow Training – Basic & Advance for v3.1 – Module 11 – A Revision - Building a Support Ticketing System

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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 Apps

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Page 15: Joget Workflow Training – Basic & Advance for v3.1 – Module 11 – A Revision - Building a Support Ticketing System

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Design Forms for Categories

• Create Category

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Page 16: Joget Workflow Training – Basic & Advance for v3.1 – Module 11 – A Revision - Building a Support Ticketing System

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Category Form

• Form ID: category

• Form Name: Category

• Table Name: ticket_categories

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Page 17: Joget Workflow Training – Basic & Advance for v3.1 – Module 11 – A Revision - Building a Support Ticketing System

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Category Form

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Page 18: Joget Workflow Training – Basic & Advance for v3.1 – Module 11 – A Revision - Building a Support Ticketing System

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Category Form

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Page 19: Joget Workflow Training – Basic & Advance for v3.1 – Module 11 – A Revision - Building a Support Ticketing System

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Category Form

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Page 20: Joget Workflow Training – Basic & Advance for v3.1 – Module 11 – A Revision - Building a Support Ticketing System

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Category Form

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Page 21: Joget Workflow Training – Basic & Advance for v3.1 – Module 11 – A Revision - Building a Support Ticketing System

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Design Forms for Tickets

• Submit Ticket

• Approve Ticket

• Execute Task

• Acknowledge Rejection

• Acknowledge Completion

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Page 22: Joget Workflow Training – Basic & Advance for v3.1 – Module 11 – A Revision - Building a Support Ticketing System

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Submit Ticket Form

• Form ID: submitTicket

• Form Name: 1-Submit Ticket

• Table Name: ticket_tickets

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Page 23: Joget Workflow Training – Basic & Advance for v3.1 – Module 11 – A Revision - Building a Support Ticketing System

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Submit Ticket Form

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Page 24: Joget Workflow Training – Basic & Advance for v3.1 – Module 11 – A Revision - Building a Support Ticketing System

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Submit Ticket Form

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Page 25: Joget Workflow Training – Basic & Advance for v3.1 – Module 11 – A Revision - Building a Support Ticketing System

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Submit Ticket Form

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Page 26: Joget Workflow Training – Basic & Advance for v3.1 – Module 11 – A Revision - Building a Support Ticketing System

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Submit Ticket Form

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Page 27: Joget Workflow Training – Basic & Advance for v3.1 – Module 11 – A Revision - Building a Support Ticketing System

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Submit Ticket Form

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Page 28: Joget Workflow Training – Basic & Advance for v3.1 – Module 11 – A Revision - Building a Support Ticketing System

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Submit Ticket Form

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Page 29: Joget Workflow Training – Basic & Advance for v3.1 – Module 11 – A Revision - Building a Support Ticketing System

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Submit Ticket Form

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Page 30: Joget Workflow Training – Basic & Advance for v3.1 – Module 11 – A Revision - Building a Support Ticketing System

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Approve Ticket Form

• Form ID: approveTicket

• Form Name: 2-Approve Ticket

• Table Name: ticket_tickets

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Page 31: Joget Workflow Training – Basic & Advance for v3.1 – Module 11 – A Revision - Building a Support Ticketing System

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Approve Ticket Form

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Page 32: Joget Workflow Training – Basic & Advance for v3.1 – Module 11 – A Revision - Building a Support Ticketing System

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Approve Ticket Form

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Page 33: Joget Workflow Training – Basic & Advance for v3.1 – Module 11 – A Revision - Building a Support Ticketing System

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Approve Ticket Form

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Page 34: Joget Workflow Training – Basic & Advance for v3.1 – Module 11 – A Revision - Building a Support Ticketing System

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Approve Ticket Form

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Page 35: Joget Workflow Training – Basic & Advance for v3.1 – Module 11 – A Revision - Building a Support Ticketing System

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Approve Ticket Form

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Page 36: Joget Workflow Training – Basic & Advance for v3.1 – Module 11 – A Revision - Building a Support Ticketing System

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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

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Page 37: Joget Workflow Training – Basic & Advance for v3.1 – Module 11 – A Revision - Building a Support Ticketing System

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The relationship between Forms and

Database Tables

• Forms– Submit Ticket

– Approve Ticket

– Execute Task

– Acknowledge

Rejection

– Acknowledge

Completion

• Forms

– Category

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Page 38: Joget Workflow Training – Basic & Advance for v3.1 – Module 11 – A Revision - Building a Support Ticketing System

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Map Forms to Activities

• With all the Forms designed,

map the Forms to the Activities

accordingly.

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Page 39: Joget Workflow Training – Basic & Advance for v3.1 – Module 11 – A Revision - Building a Support Ticketing System

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The relationship between Forms and

Activities

1. Submit Ticket

2. Approve Ticket

3. Execute Task

4. Acknowledge Rejection

5. Acknowledge Completion

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Page 40: Joget Workflow Training – Basic & Advance for v3.1 – Module 11 – A Revision - Building a Support Ticketing System

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Exercise

• Test run and verify the process.

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Page 41: Joget Workflow Training – Basic & Advance for v3.1 – Module 11 – A Revision - Building a Support Ticketing System

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Map Participants

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Page 42: Joget Workflow Training – Basic & Advance for v3.1 – Module 11 – A Revision - Building a Support Ticketing System

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Exercise

• After mapping the participants, test run and verify the

process again.

• Remember to publish the App first.

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Page 43: Joget Workflow Training – Basic & Advance for v3.1 – Module 11 – A Revision - Building a Support Ticketing System

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Design Datalists

• Category List

• Ticket List

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Page 44: Joget Workflow Training – Basic & Advance for v3.1 – Module 11 – A Revision - Building a Support Ticketing System

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Category List

• List and Manage Categories

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Page 45: Joget Workflow Training – Basic & Advance for v3.1 – Module 11 – A Revision - Building a Support Ticketing System

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Category List

• Select binder and form

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Page 46: Joget Workflow Training – Basic & Advance for v3.1 – Module 11 – A Revision - Building a Support Ticketing System

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Category List

• Add Name and Description columns

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Page 47: Joget Workflow Training – Basic & Advance for v3.1 – Module 11 – A Revision - Building a Support Ticketing System

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Ticket List

• List and Manage Tickets

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Page 48: Joget Workflow Training – Basic & Advance for v3.1 – Module 11 – A Revision - Building a Support Ticketing System

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Ticket List

• Select Form Data Binder as the Binder.

• Select Submit Ticket as the form.

• Add id, category, name, status as the columns.

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Page 49: Joget Workflow Training – Basic & Advance for v3.1 – Module 11 – A Revision - Building a Support Ticketing System

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Design Userview

• Userview serves as the front-end interface for end users

to interact with the App.

• Ticket Userview

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Page 50: Joget Workflow Training – Basic & Advance for v3.1 – Module 11 – A Revision - Building a Support Ticketing System

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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!

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Page 51: Joget Workflow Training – Basic & Advance for v3.1 – Module 11 – A Revision - Building a Support Ticketing System

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HTML Page – Home• First Menu item serves as the landing page.

• Customize the element accordingly.

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Page 52: Joget Workflow Training – Basic & Advance for v3.1 – Module 11 – A Revision - Building a Support Ticketing System

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Inbox – Inbox

• Inbox is used to list assignments available to the logged in

user.

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Page 53: Joget Workflow Training – Basic & Advance for v3.1 – Module 11 – A Revision - Building a Support Ticketing System

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Run Process – Submit Ticket• Run Process element is used to start a new workflow

process instance.

• Map it to the Ticketing Process created earlier.

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Page 54: Joget Workflow Training – Basic & Advance for v3.1 – Module 11 – A Revision - Building a Support Ticketing System

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List – List Tickets• List is used to show record listing created by the Datalist

Builder.

• Map it to the Ticket List created earlier.

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Page 55: Joget Workflow Training – Basic & Advance for v3.1 – Module 11 – A Revision - Building a Support Ticketing System

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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.

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Page 56: Joget Workflow Training – Basic & Advance for v3.1 – Module 11 – A Revision - Building a Support Ticketing System

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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.

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Page 57: Joget Workflow Training – Basic & Advance for v3.1 – Module 11 – A Revision - Building a Support Ticketing System

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Preview and Save the Userview

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Page 58: Joget Workflow Training – Basic & Advance for v3.1 – Module 11 – A Revision - Building a Support Ticketing System

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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.

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Page 59: Joget Workflow Training – Basic & Advance for v3.1 – Module 11 – A Revision - Building a Support Ticketing System

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Exercise 1

• Problem statement: Anyone can see anything. Apply

Permission Control according to the following rules.

– Tickets – Logged in User

– Categories – User “admin”

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Page 60: Joget Workflow Training – Basic & Advance for v3.1 – Module 11 – A Revision - Building a Support Ticketing System

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Exercise 1

• At the category’s, select Permission and apply the

appropriate Permission Type.

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Page 61: Joget Workflow Training – Basic & Advance for v3.1 – Module 11 – A Revision - Building a Support Ticketing System

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Exercise 2

• Problem statement: There is no reference number to the

Ticket submitted. The reference number should start from

1000.

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Page 62: Joget Workflow Training – Basic & Advance for v3.1 – Module 11 – A Revision - Building a Support Ticketing System

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Exercise 2

• Add a ID Generator Field in the Submit Ticket form.

• Configure the element, map it to the appropriate

Environment Variable.

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Page 63: Joget Workflow Training – Basic & Advance for v3.1 – Module 11 – A Revision - Building a Support Ticketing System

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Exercise 3

• Problem statement: When adding new category in the

Category Userview, it should go to the category listing

automatically after submission.

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Page 64: Joget Workflow Training – Basic & Advance for v3.1 – Module 11 – A Revision - Building a Support Ticketing System

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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.

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Page 65: Joget Workflow Training – Basic & Advance for v3.1 – Module 11 – A Revision - Building a Support Ticketing System

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Exercise 4

• Problem statement: In the Ticket listing, the category

column is showing the Category ID instead of showing the

Category Name.

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Page 66: Joget Workflow Training – Basic & Advance for v3.1 – Module 11 – A Revision - Building a Support Ticketing System

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Exercise 4

• Use the formatter function at the category ID column in

the ticket list.

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Page 67: Joget Workflow Training – Basic & Advance for v3.1 – Module 11 – A Revision - Building a Support Ticketing System

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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?

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Page 68: Joget Workflow Training – Basic & Advance for v3.1 – Module 11 – A Revision - Building a Support Ticketing System

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Exercise 5

• Only start the process after the “Submit Ticket” form is

submitted by utilizing the “Run Process” feature.

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Page 69: Joget Workflow Training – Basic & Advance for v3.1 – Module 11 – A Revision - Building a Support Ticketing System

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Exercise 6

• Problem statement: The actual requester does not get

assigned to the activity “Acknowledge Rejection” and

“Acknowledge Completion”

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Page 70: Joget Workflow Training – Basic & Advance for v3.1 – Module 11 – A Revision - Building a Support Ticketing System

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Exercise 6

• The participant “Requester” has not been mapped yet.

• Map it to “Performer” who performed “Run Process”.

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Page 71: Joget Workflow Training – Basic & Advance for v3.1 – Module 11 – A Revision - Building a Support Ticketing System

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Exercise 7

• Problem statement: Requester did not get the Reference

number after submitting the ticket.

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Page 72: Joget Workflow Training – Basic & Advance for v3.1 – Module 11 – A Revision - Building a Support Ticketing System

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Exercise 7

• Add an activity to the start of the process.

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Exercise 8

• Design a form that would prompt the requester of the

reference ID.

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Page 74: Joget Workflow Training – Basic & Advance for v3.1 – Module 11 – A Revision - Building a Support Ticketing System

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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.

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Page 75: Joget Workflow Training – Basic & Advance for v3.1 – Module 11 – A Revision - Building a Support Ticketing System

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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.

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Page 76: Joget Workflow Training – Basic & Advance for v3.1 – Module 11 – A Revision - Building a Support Ticketing System

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Exercise 9

• Change the process design such that “Ticket Submitted”

and “Approve Ticket” run in parallel.

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Page 77: Joget Workflow Training – Basic & Advance for v3.1 – Module 11 – A Revision - Building a Support Ticketing System

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Exercise 10

• Problem statement: User tend to forget to complete

“Ticket submitted” activity leaving the process hanging

even after ticket has been resolved.

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Page 78: Joget Workflow Training – Basic & Advance for v3.1 – Module 11 – A Revision - Building a Support Ticketing System

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Exercise 10

• Introduce a synchronous deadline at “Ticket Submitted”

that terminates in a specific time.

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Page 79: Joget Workflow Training – Basic & Advance for v3.1 – Module 11 – A Revision - Building a Support Ticketing System

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Exercise 11

• Problem statement: In the inbox, one cannot identify on

who is the requester.

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Page 80: Joget Workflow Training – Basic & Advance for v3.1 – Module 11 – A Revision - Building a Support Ticketing System

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Exercise 11

• Use the Performer or Form Hash Variable in activity

naming in your Workflow Designer.

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Stay Connected with Joget Workflow

• www.joget.org

• community.joget.org

• twitter.com/jogetworkflow

• facebook.com/jogetworkflow

• youtube.com/jogetworkflow

• slideshare.net/joget

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