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

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Joget Workflow v3
Training Programme:
All That You Need To Know
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Last Revised on Oct 1, 2014 based on Joget 3.1Joget Inc Internal Use Only

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

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

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

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

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

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

Module 11
A Revision - Building
a Support Ticketing System

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.

Create App
• App ID: ticketingSystem
• App Name: Ticketing System

Design Ticketing Process

Ticketing Process

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.

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

Design Forms for Categories
• Create Category

Category Form
• Form ID: category
• Form Name: Category
• Table Name: ticket_categories

Category Form

Design Forms for Tickets
• Submit Ticket
• Approve Ticket
• Execute Task
• Acknowledge Rejection
• Acknowledge Completion

Submit Ticket Form
• Form ID: submitTicket
• Form Name: 1-Submit Ticket
• Table Name: ticket_tickets

Submit Ticket Form

Approve Ticket Form
• Form ID: approveTicket
• Form Name: 2-Approve Ticket
• Table Name: ticket_tickets

Approve Ticket Form

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

The relationship between Forms and
Database Tables
• Forms
– Submit Ticket
– Approve Ticket
– Execute Task
– Acknowledge
Rejection
– Acknowledge
Completion
• Forms
– Category

Map Forms to Activities
• With all the Forms designed,
map the Forms to the Activities
accordingly.

The relationship between Forms and
Activities
1. Submit Ticket
2. Approve
Ticket
3. Execute Task
4. Acknowledge
Rejection
5. Acknowledge
Completion

Exercise
• Test run and verify the process.

Map Participants

Exercise
• After mapping the participants, test run and verify the
process again.
• Remember to publish the App first.

Design Datalists
• Category List
• Ticket List

Category List
• List and Manage Categories

Category List
• Select binder and form

Category List
• Add Name and Description columns

Ticket List
• List and Manage Tickets

Ticket List
• Select Form Data Binder as the Binder.
• Select Submit Ticket as the form.
• Add id, category, name, status as the columns.

Design Userview
• Userview serves as the front-end interface for end users
to interact with the App.
• Ticket Userview

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!

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

Inbox – Inbox
• Inbox is used to list assignments available to the logged in
user.

Run Process – Submit Ticket
• Run Process element is used to start a new workflow
process instance.
• Map it to the Ticketing Process created earlier.

List – List Tickets
• List is used to show record listing created by the Datalist
Builder.
• Map it to the Ticket List created earlier.

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.

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.

Preview and Save the Userview

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.

Exercise 1
• Problem statement: Anyone can see anything. Apply
Permission Control according to the following rules.
– Tickets – Logged in User
– Categories – User “admin”

Exercise 1
• At the category’s, select Permission and apply the
appropriate Permission Type.

Exercise 2
• Problem statement: There is no reference number to the
Ticket submitted. The reference number should start from
1000.

Exercise 2
• Add a ID Generator Field in the Submit Ticket form.
• Configure the element, map it to the appropriate
Environment Variable.

Exercise 3
• Problem statement: When adding new category in the
Category Userview, it should go to the category listing
automatically after submission.

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.

Exercise 4
• Problem statement: In the Ticket listing, the category
column is showing the Category ID instead of showing the
Category Name.

Exercise 4
• Use the formatter function at the category ID column in
the ticket list.

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?

Exercise 5
• Only start the process after the “Submit Ticket” form is
submitted by utilizing the “Run Process” feature.

Exercise 6
• Problem statement: The actual requester does not get
assigned to the activity “Acknowledge Rejection” and
“Acknowledge Completion”

Exercise 6
• The participant “Requester” has not been mapped yet.
• Map it to “Performer” who performed “Run Process”.

Exercise 7
• Problem statement: Requester did not get the Reference
number after submitting the ticket.

Exercise 7
• Add an activity to the start of the process.

Exercise 8
• Design a form that would prompt the requester of the
reference ID.

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.

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.

Exercise 9
• Change the process design such that “Ticket Submitted”
and “Approve Ticket” run in parallel.

Exercise 10
• Problem statement: User tend to forget to complete
“Ticket submitted” activity leaving the process hanging
even after ticket has been resolved.

Exercise 10
• Introduce a synchronous deadline at “Ticket Submitted”
that terminates in a specific time.

Exercise 11
• Problem statement: In the inbox, one cannot identify on
who is the requester.

Exercise 11
• Use the Performer or Form Hash Variable in activity
naming in your Workflow Designer.

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