internal help desk - · pdf filetitle: internal help desk author: german andres amaya...

Internal Help Desk | 1

Internal Help Desk

Construction Document

Copyright © 2014 | Bizagi Confidential


Table of Contents

Process Diagram ......................................................................................................................................... 4

Data Model ................................................................................................................................................... 5

System Entities .................................................................................................................................... 6

WFUSER 6

Area 6

Case Type............................................................................................................................................... 6

Request Type........................................................................................................................................ 6

Category ................................................................................................................................................. 6

Subcategory.......................................................................................................................................... 6

Status 6

Priority 6

Closure Type ......................................................................................................................................... 6

Collections ............................................................................................................................................. 7

Ticket History ....................................................................................................................................... 7

Forms ............................................................................................................................................................... 7

Visibility actions .................................................................................................................................. 7

Business Rules.............................................................................................................................................. 9

Rules for Tables updating .............................................................................................................. 9

Performers ................................................................................................................................................... 10

Assignment rules .............................................................................................................................. 10



Your company is growing up and the technologic resources management becomes

more critical and complicated. Impacts generated by unavailability and malfunctioning

are getting bigger, making assistance requests more frequent and complex.

Bizagi’s Help Desk process template allows you to efficiently manage employees’

incidents and requests in a single process, providing effective solutions in the lowest

time. The process allows to improve employee productivity and to handle your activities

with a continuous improvement concept: delivering control of case records in the

knowledge base and requesting actions improvement. This way, every case becomes

positive feedback that will reduce case opening and standardize the attention of

frequent incidents.

Feel free to download it from our Free Process Central and to customize it according

to your needs.



This document will guide you through the main steps to build the Internal Help Desk

process in Bizagi. The main factors are presented here.

Process Diagram

The Internal Help Desk process starts when an employee opens a case. It will be assisted

by the Help Desk Agent

The Help Desk Agent must verify the case information and check whether further

information is needed, if the case must be escalated or if he/she can resolve it. Once

all the required information is complete and the case is addressed by the person who

is able to resolve it, the solution is sent. When the effectiveness of the solution is

verified, the case is recorded in the KB, if required, and finally is closed by the Help Desk

Agent.



Data Model

In the Data Model, there is the Business Process entity called Ticket. This entity contains

all the attributes and relationships of the case.

The first relationship is with the system entity WFUSER, which allows the process to

identify the case performers, such as the requester, the Help Desk Agent, technicians,

people to whom the case is escalated and the person to whom improvement

suggestions are sent.

Relations with Parameter tables are established too, such as Case Type, Priority and

Status. These allow the user to select values for being used as case information.

Finally we have the relationship with the Ticket History collection. This is a one to many

relationship since a case can have many comments. This way the information is

recorded between the different case performers.

A brief description of the entities is presented below.



System Entities

WFUSER

This entity is useful to identify the employee who opened the case, the performers

and the people in charge of the areas to whom improvement suggestions are sent.

Area

This entity identifies the Area to which a user belongs

Parameter entities

Case Type

This identifies the case type which can be an Incident or a Request.

Request Type

This is a Request classification so that a case can be escalated in a more specific way.

Category

This is an Incident classification.

Subcategory

This is an Incident sub-classification so that a case can be escalated in a more specific

way.

Status

This identifies the case status, which can be Open, Waiting for Information, Resolved

or Closed.

Priority

This identifies the case priority, which can be Critical, High, Medium or Low

Closure Type

This identifies the case closure type according to the case type, which can be

Immediate or with Monitoring.



Collections

Ticket History

It is a collection that saves the information flow between the different case performers.

In this collection the person who makes the comment, the date and additional files are

saved.

Forms

The Internal Help Desk forms require the use of Actions and Validations, so that queries

and information can be entered in the correct way.

Visibility actions

Some of the Internal Help Desk forms require visibility rules so that information is

shown or hidden according to what has happened in the case. This presents the

information in an organized manner for the end users

For the “Analyze and Resolve” task, some actions are used for showing information

related with escalation and information request. Thus, only if these actions are going

to be executed, will their information be shown.



Visibility rules are also used for showing the Information Tables in the different tabs of

the forms. If the tables have no records, they are not shown.



Business Rules

This process executes different business rules to establish the process flow and to

manage its information. These rules are executed on enter, on exit and/or on save of

some tasks.

Rules for Tables updating

These rules are executed on exit of “Analyze and Resolve”, “Send Requested

Information” and “Report solution did not work” and are used to enter information into

the different information tables.

These rules make it possible to enter information automatically to the tables such as

the name of the person who recorded the information and the date when he/she did

it



Once the information has been added to the tables, it is displayed as follows:

Performers

The assignments in the “Analyze and Resolve” task, are one of the most important

things for the Internal Help Desk process because the cases must have assistance from

the correct people. For this reason it is necessary to establish conditions that allow the

process to do the assignments in the correct way.

Assignment rules

These rules are executed in the performers assignment of the “Analize and Resolve”

task. Here four conditions are used:

Default: This condition is used to assign the case, initially, to the Help Desk Agent. Here

the Attribute “first” is evaluated. It is TRUE the first time the process enters the “Analyze

and Resolve” task and it will be FALSE the rest of the process.



Selected Area: This condition evaluates if the process had previously entered into the

“Analyze and Resolve” task and if it was escalated to an area so that the current

assignee is a person who belongs to such area.



Selected Person: This condition evaluates if the process had previously entered into the

“Analyze and Resolve” task, and if it was escalated to a specific person so that such

person is the new case assignee.

Keep Assignee: This condition evaluates if the process had previously entered into the

“Analyze and Resolve” task and for any reason (Requested information was sent or

Requester reported ineffective solution) must be resumed by the last person who

worked on the case.

This process also executes rules on enter and on exit of different tasks for validating

and saving information of every case.



Now you are ready to customize this process to your needs.

internal help desk - · pdf filetitle: internal help desk author: german andres amaya...

Documents