Znuny Ticket System – Process Management

Znuny Ticket System – Process Management

The process management module in Znuny enables the graphical design, automation, and monitoring of your business workflows. From the initial request capture to the final approval, clearly structured processes ensure increased efficiency, reduced error rates, and complete transparency in your workflows.

Table of Contents

1. Core Benefits at a Glance
2. Creating and Managing Processes
3. Activity Types in Detail
4. Transitions and Associated Actions
5. Export & Import of Processes
6. Best Practices & Recommendations

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Core Benefits at a Glance

• Consistency: Standardized workflows significantly reduce manual errors.
• Transparency: Every process step is documented and can be traced for audits.
• Automation: Automatic transitions and actions accelerate the entire workflow.
• Integration: External services and user inputs are seamlessly integrated into the process.

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Creating and Managing Processes

1. Access Module: Navigate to Processes & Automation → Process Management.
2. Create New Process: Click on Add Process to open the graphical editor.
3. Label & Description: Assign a unique name and briefly describe the purpose and scope of the process.
4. Deploy: After modeling, click on Save & Deploy to make the process available for tickets.

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Activity Types in Detail

`DynamicField_Status = ‘approved’“

Script Task Activity

Execute Znuny-internal scripts, for example, for data processing or preparation. Central Configuration Fields:

• Activity Name
• Script Selection
• Parameters (as key/value pairs)

Service Task Activity

Integrate external Web Services and process their responses directly within the process flow. Central Configuration Fields:

• Web Service Selection
• Invoker Configuration
• Timeout & Error Handling

User Task Activity

Actively involve agents or customers to make decisions or provide additional information. Central Configuration Fields:

• Activity Dialog
• Define Mandatory Fields
• Visibility (Agent / Customer)

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Transitions and Associated Actions

Between individual activities, you define Transitions (conditions for process flows) as well as Transition Actions.

1. Create Transition: Draw an arrow from one activity to the next.
2. Define Condition: For example, DynamicField_Status = 'approved'.
3. Add Actions: In the “Actions” section, you can
   • Change the Queue
   • Adjust the Owner
   • Trigger email notifications

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Export & Import of Processes

Share your process definitions with colleagues or transfer them to other instances:

• Export: Select process → Export JSON
• Import: Select Import Process and upload the JSON file

Important prerequisite: All queues, roles, and dynamic fields referenced in the process must exist in the target environment.

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Best Practices & Recommendations

• Use Test Mode: Use the Test Mode to check workflows without making actual ticket changes.
• Modular Processes: Break down extensive workflows into clear sub-processes for better maintainability.
• Version Control: Create a new process version for every release – this keeps previous versions available.
• Meaningful Descriptions: Maintain helpful comments for every activity and every transition.
• Monitoring & Logs: Enable extended output in Daemon logging to monitor processes during operation.

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With Znuny process management, you create a solid foundation for efficient, error-free, and traceable business processes. Good luck with your implementation!