eHub: Setting up a Work Request Workflow

Overview

Work Requests can be submitted either by your customers or by employees. Work Request Workflows can be as simple as having the job supervisor approve all Work Requests or customized for specific jobs or Job Attributes.

For more information, see Work Requests, Creating Work Requests or Taking Action on Requests.

Key Functionality

Workflow Hierarchy

eHub will first check for a workflow set up for a specific Job in the Job Master File (Job Requirements tab)
eHub will then check for any workflow set up at the tier level in (SYS: eHub Setup (Workflow tab))
eHub will check for a Default Workflow Job in the Customer Master File
If workflows are not found, then eHub will use the workflow marked as ‘Default Workflow’ in SYS: Workflow Setup.

Example 1: Default Workflow for Customer Work Requests

You want to set up a Default Workflow for Work Requests generated by customers and uou want Work Requests to be approved only by the job supervisor.

Customer Work Requests follows this Default Workflow, unless you have designated an alternate workflow for Customer Work Requests for a particular job in the Job Master File (see example No. 3) or you have assigned a Job Tier to Customer Work Requests in eHub Setup (Workflow tab) and then selected a Job Attribute in Workflow Setup for Customer Work Requests (see example No. 4).

Create a new Workflow and name it "Default Customer Work Request Workflow" or something similar.
Choose the Customer Work Request Workflow type.
Select the Default Workflow check box.
Select the Active check box.
Enter Timeout Information.
Select the CC: Originator on All Actions check box if appropriate. (You may want to keep your customer informed of the progress of the request.)
Select Simple or Advanced E-mail Templates.
In the Steps grid, enter the name of the first step -- "First Step", "Step 1" or "Job Supervisor" or similar.
Enter an Action for each instance: On Approval, On Escalate and On Timeout for the step.
In the Assignees grid, select a particular employee or choose the job supervisor E-mail Group. Remember E-mail Groups are based on tiers set up in the Job Master File and set up by double-clicking the E-mail Group field in the Timeout Information section or in the Assignees grid.
If a Work Ticket was created upon final approval, the Work Request will be ready for import into WS: Schedules in WinTeam once the job supervisor approves the request.

Example 2: Default Workflow for Employee Requests

You want to set up a Default Workflow for Work Requests generated by your employees and you want these requests to be approved by the job supervisor and the office manager.

Employee Work Requests follows this Default Workflow, unless you have designated an alternate Workflow for Employee Work Requests for a particular job in the Job Master File (see example No. 3) or you have assigned a Job Tier to Employee Work Requests in eHub Setup (Workflow tab) and then selected a Job Attribute in Workflow Setup for Employee Work Requests (see example No. 4).

Create a new Workflow and name it "Default Employee Work Request Workflow" or something similar.
Choose the Employee Work Request Workflow type.
Select the Default Workflow check box.
Select the Active check box.
Enter Timeout Information.
Select the CC: Originator on All Actions check box if appropriate.
Select Simple or Advanced E-mail Templates.
In the Steps grid, enter the name of the first step -- "First Step", "Step 1" or "Job Supervisor" or similar.
Enter an Action for each instance: On Approval, On Escalate and On Timeout for the step.
In the Assignees grid, select a particular employee or choose the job supervisor E-mail Group. Remember E-mail Groups are based on tiers set up in the Job Master File and set up by double-clicking the E-mail Group field in the Timeout Information section or in the Assignees grid.
For the second step in the Steps grid, name it and enter Actions for each instance.
In the Assignees grid, select an office manager employee or choose an office manger E-mail Group and select that in the grid for the second step.
If a Work Ticket was created upon final approval, the Work Request will be ready for import into WS: Schedules in WinTeam once the office manager approves the request.

Example 3: Workflow for Customer Work Request for a Specific Job

The Default Customer Work Request Workflow is not as specific as you would like it to be. You've set up a Default Workflow, but you want each Job to have its own Workflow. Each request needs to be approved by the job supervisor. In this instance, you would designate a Workflow for Customer Work Requests in each job's Job Master File.

Any Customer Work Requests coming from customers associated with job ABC would follow the job ABC Workflow. Follow the same process to set up workflows for other jobs.

You would begin by setting up a workflow named "job ABC Customer Work Request" or similar.
Choose the Customer Work Request Workflow type.
Select the Activecheck box in order for this Workflow to appear in the list in the Job Master File.
Enter Timeout Information.
Select the CC: Originator on All Actions check box if appropriate.
Select Simple or Advanced E-mail Templates.
In the Steps grid, enter the name of the first step -- "First Step", "Step 1" or "Job Supervisor" or similar.
Enter an Action for each instance: On Approval, On Escalate and On Timeout for the step.
Designate the First Step Assignee to be the job supervisor by choosing the employee who is the job supervisor.
Go to the Job Master File of the Job you set up the Workflow for, and in the Job Requirements tab select "job ABC Customer Work Request" workflow for Customer Work Requests.
If a Work Ticket was created upon final approval, the Work Request will be ready for import into WS: Schedules in WinTeam once the job supervisor approves the request.

Example 4: Workflow for Customer Work Request Based on a Job Attribute

It does not make sense for you to rely on a Default Workflow to take care of all your company's Customer Work Requests because you have a few different branch offices. So, you decide to set up different Workflows for each of your company's branches. (Note: You still must have a Default Workflow set up for Customer Work Requests, regardless.) You want the branch manager to approve the Customer Work Requests.

Any request submitted from customers associated with jobs from branch ABC would be sent to the branch manager indicated in the branch ABC Workflow. If any Work Requests are submitted and are not associated with Jobs from any of the branches that have Workflows set up, those requests follow the Default Workflow for Customer Work Requests.

First, in the eHub Setup screen (Workflow tab) under Workflow Process Defaults, choose "branch" for Customer Work Request. Remember, the choices here are based on Job Tiers set up in the Job Master File.
Then set up a workflow named "branch ABC Customer Work Request" or similar.
Choose the Customer Work Request Workflow type.
Select the Activecheck box.
Enter Timeout Information.
Choose a Branch under Job Attributes. The choices here are based on the tier chosen in the eHub Setup screen.
Select the CC: Originator on All Actions check box if appropriate.
Select Simple or Advanced E-mail Templates.
In the Steps grid, enter the name of the first step -- "First Step", "Step 1" or similar.
Enter an Action for each instance: On Approval, On Escalate and On Timeout for the step.
Designate the First Step Assignee to be the branch manager either by choosing the employee who is the branch manager or the branch manager E-mail Group. Remember E-mail Groups are based on tiers set up in the Job Master File and set up by double-clicking the E-mail Group field in the Timeout Information section or in the Assignees grid.
Proceed as above for other Branch-based Workflows, choosing the appropriate branch in the Job Attributes section for each Workflow.
If a Work Ticket was created upon final approval, the Work Request will be ready for import into WS: Schedules in WinTeam once the branch manager approves the request.