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The workflow is a set of statuses and transitions that are used in an issue's lifecycle. A status represents the state of an issue at a specific point in your workflow. An issue can be in only one status at a given point in time. A transition is a link between two statuses that enables an issue to move from one status to another. In order for an issue to move between two statuses, a transition must exist. An issue starts with an open status and moves through a series of one or more steps until it is closed. Each project can decide which workflow is assigned.

The ITS AASC AAP team has designed workflows based on user needs and feedback. These workflows should fit most projects as they have enough steps to properly report on, as well as the inter-connectivity to move from Open to Closed if the process requires. These workflows are designed to be general to fit the majority of projects. If there is a need to design a custom workflow, or have any questions about workflow, please contact the AAP team at aascsys@syr.edu

 Orange Tracker has a few basic workflow schemes:


Standard Workflow v3.0

Developed in 2019. This workflow is similar to the current standard workflow most projects are running, with added features and improvements based on user feedback.

List of Improvements:

  • Workflow button Consultant Comment creates a comment that is automatically restricted the Consultants.
    • This button opens up a Comment box that is auto-restricted to Consultants and helps the team create restricted comments within the issue.
  • Ability to use the Request for Feedback workflow button at different steps of the workflow.
    • Another request from users was the ability to ask another question to the Reporter. Currently, in the Standard Workflow v2.0, if a Consultant uses the Request for Feedback button and they want to ask another question, they have to use the Start Progress and Stop Progress buttons in order to see and use the Request for Feedback button again.
    • Adjustments were made that allow the Request for Feedback button to be available at multiple stages within the workflow.
  • The Resolve status has been removed to simplify the workflow and eliminate having multiple closed statuses. The workflow still has the existing Resolve Issue and Close Issue workflow buttons and they will work very similar to the previous workflow buttons.
    • The Resolve Issue button will still fire the Resolve event, but transition to the Closed Status.
    • The Close Issue button will fire the Close event, and will transition to the Closed Status.
    • These events interact with the notification scheme and typically email will be sent to the Reporter on Resolve and Close is reserved as a 'Soft Close' and email is not sent out to the Reporter.
  • Resolve and Close screens will contain the same fields. Both screens have the ability to assign the issue, link issues, and add components before completely the issue.
    • In previous workflows, the Resolve and Close screens had different fields and they should be fairly similar to each other. The Resolve screen had Resolution, Linked Issues, Assignee, and the Feedback Survey. The Close screen had Resolution, Assignee, and Components. The problem is when users Close an issue they cannot link another issue, or if users Resolves an issue, they cannot set the component.
    • The Feedback Survey still remains under only the Resolve screen, but all other fields have been added to both screens.

Standard Workflow v2.0

Created in 2015. This workflow is the most used workflow we offer. This workflow is preferred as it is an upgrade version of v1.2.

A screenshot of the standard workflow 2.0 is shown

This workflow is based from the v1.2 workflow and adds two more transitions:

  • Schedule Work (status:  Scheduled – you should set a due date when you schedule the work)
  • Put On Hold (status:  On Hold)

Workflow button with two added options in Standard Workflow 2.0 scheme

Created issues have a default status of Open.  The workflow options available are:  "Start Progress," "Request Feedback," and under the drop-down menu for the "Workflow" button:  "Resolve Issue," "Close Issue," "Mark as Spam."

Workflow buttons on main screen

When an issue is in the "Scheduled" status, a button to "Reschedule" will appear.  You can use this to change the due date of the issue (the status will remain "Scheduled").

If an issue has a status of "Waiting for feedback" and the Reporter replies to the email that was generated by the "Request Feedback" process, the status of the issue will automatically change to "Open" and the email from the reporter will be added as a comment to this issue.


Standard Workflow v1.2

April 2013. This is the easiest workflow with 6 statuses:

A screenshot of the standard workflow 1.2 is shown

Created issues have a default status of Open.  The workflow options available are:  "Start Progress," "Request Feedback," and under the drop-down menu for the "Workflow" button:  "Resolve Issue," "Close Issue," "Mark as Spam."

Workflow buttons on main screen

Workflow button showing options

Selecting workflow options changes the status of the issue.  You can then use the status to track how work on the issue is progressing (including in searches, filters, and dashboards).  Issues in different statuses may have different workflow buttons available.   For example, if you select "Start Progress",  the issue will have a status of "In Progress," and a new button will appear that lets you "Stop Progress."

In Progress Status showing that Stop Progress button is now available

If you close an issue, the status will be closed, and a new button that lets you "Reopen" the issue appears (all other workflow options are no longer available unless you reopen the issue).

 

ButtonResulting Status
Start ProgressIn Progress
Stop ProgressOpen
Request FeedbackWaiting for Feedback
ResolveResolved
CloseClosed
ReopenReopened
Mark as SpamClosed (with a resolution type of spam)

If an issue has a status of "Waiting for feedback" and the Reporter replies to the email that was generated by the "Request Feedback" process, the status of the issue will automatically change to "Open" and the email from the reporter will be added as a comment to this issue.