A typical process definition
Here is a typical simple process definition
A process (1) defines a series of steps which can be enacted on a ticket in order to achieve a particular purpose. Every process will have a start (2) and this represents where the workflow will begin. Every process will have a stop (3), but may have more than one for convenience. The stop represents where the workflow comes to an end. Notice in the example above, there are 3 different activities that can transition to the stop. Each step in the process is represented by an activity (4). The activity has many properties which control what the agent is expected to do to complete it. Progression through the process is controlled by transitions (5). Transitions identify which activity you can move on to once the current activity is completed. Transitions may have conditions defined on them. This is indicated visually by an open diamond at the start of the transition link (6). When an activity is completed, the agent will be offered the ability to follow any transition which has no conditions and any conditional transitions where the condition is satisfied.
Depending on how you define your process, the agent could be presented with a selection of possible transitions to choose from (i.e. the transitions largely do not have conditions), or by use of conditions, the choice can be restricted. There is no right or wrong way to do this. The process can loosely guide the agents or strictly control them or anything in between.