Issue Management description

Roles

Role	Task	Required
Requester	Start the workflow	Yes
Reviewer	Decide whether to review Analyze and propose solution	Yes
Stakeholder	Approve the solution	Yes
Assignee	Provide the solution	No
Issue Manager	Assign a reviewer	Yes

Workflow initiator

By default, the workflow only starts when an issue is created.

Workflow status transformations

Status	Description
New	The initial status of an issue.
Under Review	The reviewer is analyzing an issue and proposing a solution.
Pending	The requester is providing more information about an issue.
Invalid	The reviewer rejected an issue.
Submitted For Approval	The stakeholders are verifying the proposed solution to an issue.
Accepted	The reviewer is appointing an assignee to resolve an issue.
In Progress	The assignee is solving the issue.
Resolution Pending	The reviewer is validating the asignee's solution to an issue.
Resolved	The issue is resolved.

Issue Management walk-through

Diagram

Start the workflow

The workflow starts when an issue is created, for example through the Issue Creation workflow.

Accept the review

The Reviewer is asked to accept or reject reviewing the issue.

If the issue is valid, the Reviewer accepts it. Otherwise, the Reviewer rejects it, the Requester is notified via email and the workflow terminates.

If the Reviewer takes no action for more than the time specified by the acceptReviewDuration variable, which is set to 10 days, the Issue Manager must assign a new reviewer.

Analyze and propose solution

In the analysis phase, the Reviewer has four options:

• Reassign Reviewer: assign the task to a different reviewer to perform this step of the process.
• More Information: ask the Requester for more information and change the status of the request to Pending.
• Invalid Issue: change the status of the request to Invalid, notify the Requester via email and terminate the workflow.
• Request Approval: send the proposed solution to the stakeholders and change the status of the request to Submitted for approval.

Approve Solution

The proposed solution is approved by stakeholders through voting.

Each Stakeholder receives a task to approve or reject the solution.

At the end of the voting process, the status of the issue changes to Accepted if the result is positive. Otherwise, the status becomes Under review. In both cases, the issue is sent back to the Reviewer.

Assign or resolve

The Reviewer appoints an Assignee to resolve the issue or marks it as Resolved.

If an asignee is assigned, the status of the issue becomes In progress.

If the issue is resolved, all parties are notified via email and the workflow terminates.

Provide Solution

The Assignee can solve or reassign the issue.

When the Assignee solves the issue, the status changes to Resolution pending and the issue is sent back to the Reviewer.

The Assignee can reassign the issue to another assignee.

If the Assignee takes no action for more than the time specified by the provideSolutionDuration variable, which is set to 7 days, the status of the issue changes Accepted and the Reviewer must choose a new assignee or solve the issue.

Review Solution

The Reviewer accepts or rejects the solution. 

When the Reviewer accepts the solution, the status of the issue changes to Resolved, all parties are notified via email and the workflow terminates.

If the Reviewer rejects the solution, the issue returns to Under review status.

Issue Management configuration

Access the workflow configuration via Settings → Workflows → Definitions → Issue Management.

Description

This process handles all issues. It will automatically be started when a new issue is created. Roles are assigned dynamically by the process using the configured user expressions. First a reviewer can accept to do the review, or if no reviewer responds within time-limit, the issue manager is asked to assign a reviewer. The reviewer can then choose to ask more information, choose another reviewer, reject the issue or accept the issue and propose a solution. If the issue is accepted, the stakeholders are asked to vote for the proposed solution and if accepted, the reviewer can assign a assignee and ask him to implement the solution. The assignee can reassign to another assignee or implement the solution himself. After implementing the reviewer is asked to review the solution and when accepted, the requester is notified of the resolution and the process is ended.

Applies to

This workflow definition applies to the Data Issue asset type.

Configuration variables

You can edit the configuration variables directly from the workflow definition page by clicking in the upper-right corner of the variables table.

Variable	Description	Default value
voteTimeoutDuration	Time before the voting task expires. The variable is passed to the Voting Sub-Process	B5D
reviewerUserExpression	User expression for reviewers of the issue	{role(Business Steward)}
voteWarningTimeDuration	Time before a warning is sent to the stakeholders for approving the proposed solution	B3D
assigneeUserExpression	User expression for assignees of the issue	{role(Business Steward)}
issueManagerUserExpression	User expression for issue managers of the issue	{role(Issue Manager)}
fallbackUserExpression	User expression for users to fallback to when the users of the initial user task are empty	{user(Admin)}
sendVotingActionEmails	Send an action email to users that are required to vote in the process	false
stakeholderUserExpression	User expression for stakeholders of the issue	{role(Business Steward)}

Start label

Default value: Manage Issue

Click Edit to edit the label.

Start event

A start event is an event that triggers the workflow, for example starting the workflow when an asset is created.

The Issue Management workflow starts automatically when an issue is created.

Roles

The roles define the permissions to manage the workflow. For example, if a certain tasks must be urgently executed but the responsible person is on sick leave, a user with the defined role can reassign that task to somebody else.

Action	Roles
Start workflow The button with the start label is available to users with these roles.	Community Manager Business Steward
Stop workflow The option to cancel the workflow is available to users with these roles.	Community Manager Business Steward
Reassign tasks The option to reassign the task is available to users with these roles.	Community Manager Business Steward

Other

The settings in this section define global restrictions that apply to the workflow such as:

• Accessibility to guest or logged in users.
• Checking that the roles required by the workflow are not empty.
• Preventing the same worflow or other workflows from running on the same resource.
• Making the workflow available to be added to a dashboard.

Setting	Enabled
Any guest user can start the workflow.	No
Any signed in user can start the workflow.	No
Perform candidate user check on workflow start.	No
This workflow can only run once at the same time on a specific resource.	Yes
Lock resource.	No
Show in global create.	No