Formset and Flowset Integration

This section explains the integration of Flowset including their tasks, into Formset operations.

Overview

Some Ticket Field and Roles settings in Systemset can influence the configuration of other apps in the CloudSET product suite, specifically:

  • Formset
  • Flowset

Formset rules govern the behavior of Custom Fields on the Agent Ticket screen and on the Help Center/Guide End-User Request form.

They specify under what conditions fields should be hidden or have option values removed.

If a ticket field has been marked as hidden in the Systemset app it will not be available for the specification of rules in the Formset Configurator but it will still be shown in a disabled state.

For more information refer to Formset Fields Warnings.

Formset

Conditionality allows Systemset Roles to be used as driving conditions to enable the visibility of custom fields and option values.

  • Agent Roles can be used to control ticket fields on the Agent Ticket screen.
  • End-User Roles can be used to control the ticket fields in the Help Center/Guide Request form

If a Role is deleted in Systemset, and it forms part of a Formset Rule, the Formset Configurator highlights the rule and missing role value to draw attention to the inconsistency:

inconsistency.jpg

 

Flowset 

When configuring Activity Tasks in Flowset it is possible to define:

  • mandatory ticket fields that must be given a value before the task can be completed.
  • start conditions based on specified values of custom fields.
If a ticket field is hidden (greyed out) in Systemset it cannot be used for either of the above two cases.
The Flowset Configurator displays the ticket field alongside other fields but in a disabled state.

In the following example (Tasks) a text field called National Insurance and a drop-down field called OS have both been hidden (greyed out) in Flowset:
hidden_fields_ex.jpg
 

Similarly, in Flowset when configuring sub-ticket details for delegated tasks it is possible to define:

  • ticket fields whose values are to be copied to the child ticket.
  • ticket field values to be set on the child ticket.
Again, if a ticket field is hidden (greyed out) in Systemset it cannot be used for either of the above two cases.
The Flowset Configurator displays it alongside other fields but in a disabled state.
 
In the following example (Sub-Tickets) a text field called National Insurance and a drop-down field called OS have both been hidden (greyed out) in Systemset:
sub-ticket.jpg

Flowset

Workflows can be defined that transition through a series of activities in Flowset. At the point of transition, there may be a choice of subsequent activities.

Under normal circumstances, an Agent can transition to any of the subsequent activities once the current activity is complete. Agent Roles can be used to restrict who is allowed to transition to a particular activity. In some cases, this can mean that a ticket may need to be reassigned to an Agent with the activity's specified Role before the workflow can proceed.

The Flowset Configurator is aware of the Agent Role definitions in Systemset and can present them for assignment when defining workflow activities.

Committing Systemset Updates

Before committing Systemset configuration updates a series of consistency checks are performed on the Formset and Flowset configuration data for areas that may be impacted.

If these checks reveal inconsistencies, a dialog appears detailing the usages of Systemset entities that have now changed and could potentially violate the rules defined in the other apps. For example, a ticket field may have been changed to be hidden such that it now violates a conditionality rule that was using it.

At this point you can:
  • abort the Save and reconsider the Systemset changes.
  • proceed with the Systemset updates and rework the affected rules in the Formset or Flowset Configurators.
 
Was this article helpful?
0 out of 0 found this helpful

Comments

0 comments

Please sign in to leave a comment.