Manual 2: Workflow Administration
v2.1.30.0
22nd September 2015
Workflow Administration Manual
Contact Details
FLOvate Workflow Technologies Ltd
Unit 9, IP-City Centre
1 Bath Street
Ipswich
Suffolk
IP2 8SD
England
Tel:
Tel:
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Web:
+44 (0) 870 040 9850
+44 (0) 1473 432550
+44 (0) 870 040 9865
+44 (0) 1473 432555
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Copyright
© 2015 FLOvate Workflow Technologies Ltd. All rights reserved.
FLOvate Workflow Technologies reserves the right to make changes and improvements to
its products without notice.
This document shall remain the property of FLOvate Workflow Technologies Ltd. It is
provided for the customer’s own internal use and shall not, in whole or in part, be copied,
disclosed or shown to any third party without written consent from FLOvate Workflow
Technologies Ltd.
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Contents
Manual Objective and Conventions ......................................................................................... 3
Cannot see Nodes or Click Buttons........................................................................................... 4
What is a Type and an Instance? .............................................................................................. 5
Introduction ............................................................................................................................... 7
Section 1: Roles ...................................................................9
Roles Intro ............................................................................................................................... 11
Adding a New Role .................................................................................................................. 11
Role Details.......................................................................................................................... 12
Role Allocation Groups ........................................................................................................ 13
Roles Activity Log ................................................................................................................ 14
Assigning a Role to a Type ...................................................................................................... 15
Assigning someone to a Role .................................................................................................. 19
Section 2: Workflow Queues ............................................. 21
Workflow Queues Intro .......................................................................................................... 23
Creating a Team Workflow Queue ......................................................................................... 24
Workflow Queue Details ..................................................................................................... 25
Workflow Queue Permissions ............................................................................................. 27
Workflow Queue Activity Log ............................................................................................. 27
Workflow Queue Events ..................................................................................................... 28
Workflow Queue Fax Ports ................................................................................................. 29
Workflow Queue Remote Printer ....................................................................................... 30
Assigning a Team Workflow Queue to a User ........................................................................ 33
Workflow Queues Diagram..................................................................................................... 35
Adding a Team Workflow Queue to a User’s Home Screen .................................................. 35
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Global Resources ..................................................................................................................... 36
Section 3: Tasks ................................................................. 39
Tasks Intro ............................................................................................................................... 41
Creating Global Task Templates ............................................................................................. 41
User Task: Template Details ................................................................................................ 42
User Task: Actions ............................................................................................................... 45
User Task: Priority Escalations ............................................................................................ 51
User Task: Task Outcomes .................................................................................................. 52
User Task: Events ................................................................................................................ 53
User Task: Permissions ........................................................................................................ 53
System Task: Template Details............................................................................................ 55
System Task: Actions ........................................................................................................... 56
Creating Local Task Templates................................................................................................ 60
Global Task Groups ................................................................................................................. 62
Creating a New Task Group ................................................................................................. 62
Local Task Groups .................................................................................................................... 64
Global Task Template Collections........................................................................................... 64
Creating a New Task Template Collection .......................................................................... 64
Local Task Template Collections ............................................................................................. 67
External Task View .................................................................................................................. 68
Configuration of External Task Views ................................................................................. 69
Glossary of the most common Terms..................................................................................... 72
Index ........................................................................................................................................ 74
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Manual Objective and Conventions
This manual is one of a set of six administration manuals for use by the LEAP Administrator.
Each manual is numbered in the order that we recommend they should be read.
In this second manual full instructions are provided on the creation of Tasks and Actions and
how, by associating them with Events, a process can be represented from start through to
completion. This part of the design is referred to as creating the ‘Workflow’ and it consists of
three main areas: Roles, Workflow Queues and Task Templates. Each area is covered in turn
in this manual.
Please also refer to the General Administration, User Management, Reports and Reporting
Dashboards, Financial Administration and Messaging Server manuals for full instructions on
all the procedures an administrator must perform before users can begin using LEAP.
In addition to the administration manuals a LEAP User Manual is available.
Throughout the text the following conventions are used:
Tabs indicate tab options
e.g. {Main} {Merge Data}
Buttons on forms and the toolbar
are enclosed in square brackets
e.g. [OK] and [New User]
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Quotes are used for the names of forms,
nodes and labels e.g. ‘Account Management’
When forms are resized in LEAP toolbar groups are condensed. Throughout the text images
of buttons reflect this:
Buttons within the ‘Documents’
group as seen on maximised forms:
The same buttons as seen on resized
forms:
Quotes are also used for the names of toolbar groups e.g. ‘Documents’ (as pictured above).
Cannot see Nodes or Click Buttons
If you cannot see some of the nodes being discussed, buttons are greyed out or functions
are prohibited in anyway, the cause will be insufficient ‘Permissions’ configured for your
User Access Account. Please refer to the Workflow Queue Permissions, User Task:
Permissions and Creating Local Task Templates topics in this manual, plus the Permissions
topic in the ‘General Administration’ manual.
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What is a Type and an Instance?
There are three different ‘Types’ of record used throughout the system: Process Types,
Static Types and System Types. A Type can be considered a template that administrators use
for defining records in LEAP.
Records created by users are referred to as ‘Instances of a Type’. The diagram below details
a user creating a new ‘Instance of a Process Type’:
Process records are
referred to as
‘Instances of the
Process’.
This Process Type
is referred to as
‘Repair’.
Multiple Instances and ‘Linked Data Types’ (e.g. a Repair and its Linked Data Type ‘Vehicle’)
can be opened and worked on simultaneously.
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Introduction
LEAP can model the most complex processes. An overview of how it achieves this is as
follows:
Personnel are assigned ‘Roles’ in the completion of a process, for example Controller,
Supervisor, Manager or Engineer and they may be assigned ‘Tasks’ via their Role, ‘Team
Workflow Queue’ or ‘Global Resource’. Tasks are automatically created by ‘Workflow
Events’ (for example the receipt of a scanned document) but can also be manually created
by users. They are based on ‘Templates’ created by the administrator and require either
user completion, automatic execution (by the system) or a combination of the two.
When Tasks are ‘actioned’, either manually or automatically, multiple ‘Workflow Actions’
can be triggered, for example a field may be updated within the process or an entry made in
the Activity Log. Workflow Actions can trigger new Workflow Events, which in turn can
trigger new Tasks and Actions. In this way even the most complex processes can be
managed.
When all aspects of a process have been configured by the administrator and it is ‘Made
Live’, the Workflow Engine manages the overall flow of the process from start through to
completion:
Process
Role 1
Role 2
Role 3
User
User or
team
Task?
Worflow
Events
User or
System
Tasks
Team
Queue
Workflow
Actions
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Section 1: Roles
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Roles Intro
Roles are required
in a process to
determine who
should receive
User Tasks i.e. jobs
which must be
actioned. Two
default Roles are
provided in LEAP
(‘Controller’ and
‘Supervisor’) but
as many additional
ones can be added
as necessary by the
administrator (for example ‘Manager’ or ‘Complaints Handler’). The Controller is the person
in overall control of the process and the Supervisor the person in charge at a given stage (i.e.
the Supervisor can change during the process if required). Users with appropriate
Permissions can choose who should be made responsible for each Role. In the event a
person assigned to a Role is unavailable, users have the flexibility to reassign Roles.
Adding a New Role
New Roles can be configured by clicking the drop-down arrow in the top left of the Home
Screen and selecting [Administration] [Workflow]. These will then be available throughout
the system to assign to Tasks and Types:
The ‘Roles Available’ node is highlighted by default (as shown above) and you will see the
two default Roles mentioned ‘Controller’ and ‘Supervisor’.
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Roles Available: Role Details
Role Details
To add a new Role, click the [New Role] button to display the ‘Role Details’ form:
Click the [Set Default]
button to make an entry
in the ‘Role Default’ field.
Give the new Role a ‘Name’. (Use ‘Repair Manager’ for this example.)
Tick ‘Allow Default Override’ if you wish users to be able to edit the ‘Role Default Override’
field when assigning the Role to a Process. (You will see this field in the next section:
‘Assigning a Role to a Process’.)
The ‘Role Default’ field is optional. Clicking the [Set Default]
button allows you to fill it with either an ‘Access Account Group’
or a ‘Role Allocation Group’ (defined below) from which a user is
automatically selected and assigned to the Role.
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Roles Available: Role Allocation Groups
Role Allocation Groups
When assigning a user to a Role (detailed later) users can only be selected from a ‘pool’ of
predefined users called a ‘Role Allocation Group’. A Role Allocation Group is a selection of
Access Account Groups. If a Role Allocation Groups is not defined, no users will be made
available to assign to the Role.
To create a Role Allocation Group, highlight the ‘Role Allocation Groups’ node and click the
[New Group] button to display the following:
Enter a ‘Name’ for the group then highlight the ‘Account Groups’ node:
Click the [Add Account Groups] button and tick the Account Groups you wish the Role to be
restricted to:
Click [OK] on the dialog followed by the [Exit] button to save the new Role Allocation Group:
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This Role Allocation Group, and any others added, will be available the next time you enter a
‘Role Default’.
When multiple Role Allocation Groups are defined users from both groups are available
when assigning a user to the Role.
Roles Available: Activity Log
Roles Activity Log
An Activity Log is automatically populated by LEAP detailing Instance activity but manual
entries can also be made if required. To do so, simply highlight the ‘Activity Log’ node and
click the [New Activity Entry] button:
Click [Exit] to save and close the Role information entered and return to the ‘Roles Available’
screen. The new Role (in this case ‘Repair Manager’) is displayed:
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New ‘Repair Manager’
Role
Click the [Exit] button to save and close the form and return to the Home Screen.
Assigning a Role to a Type
To assign a Role to a Type (in this case a Process Type), click the drop-down arrow in the top
left of the Home Screen and select [Administration] [General] to display the following:
Highlight the ‘Process Types’ node as indicated in the image above and double-click the
appropriate Process (here ‘Repair’) to display the following form:
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Highlight the ‘Roles’ node and click the [Add Role] button to display the ‘Select Role’ dialog.
Highlight the appropriate Role (here ‘Repair Manager’) and click [OK]. The following form is
displayed:
When ‘Allow Default Override’
is ticked during the creation of
the Role, the [Set Default]
button becomes active on this
form allowing the ‘Role Default
Override’ field to be modified.
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The ‘Role Type’ section is automatically populated with the information entered when the
Role was created. The ‘Options’ section has five fields:
Role Default Override
Overrides the Role Default in the Role Type.
Must Enter
When ticked a user must be assigned to an Instance of
this Role.
Cannot Change
When ticked the user assigned to the Role cannot be
changed once it has been set.
Allow Multiples
When ticked multiple users can be assigned to the Role.
Visible
Ensures that the Role is visible on Instances of the Type.
If you wish to impose that the Role can only be assigned to Access Accounts of specific
Account Types, highlight the ‘Role Restrictions’ node and click the [Add Restrictions] button
to display the small dialog shown in the previous image. Select the allowed Account Types
and click [OK].
The [Set Linked Role] button allows a child
Type or Linked Data Type to use the Role
associated with its parent Type:
Click the [Exit] button to assign the new Role to the Process:
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Self Sourcing and Set Sourcing are
available for child Types. (They are
deactivated for root parent Types.)
The new Role of ‘Repair Manager’ has
been assigned to the ‘Repair’ process.
Click the [Exit] button to save your settings and close the form.
When any changes are made to a Type the changes need to be ‘Made Live’ before they will
take effect. This can be done simply by highlighting the Type and clicking the [Make Live]
button:
Click the [Make Live] button so
that the changes made to a
Type are reflected on the
Home Screen.
Click the [Exit] button to return to the Home Screen.
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Assigning someone to a Role
With all the Roles assigned to a Type we must decide who should be made responsible for
them. Open an Instance of the Type, highlight the ‘Roles’ node on the form displayed and
select the ‘Role’ you need to assign (here ‘Repair Manager’):
Click the [Add Role Account] button and select the
appropriate person to assign to the Role. The users displayed
will be those who are part of the Groups defined in the Role
Allocation Groups. (If no users are displayed then either no
Role Allocation Groups have been defined or Role
Restrictions have filtered out all the Access Accounts.)
Click [OK] on the dialog to assign this person to the Role:
In this example ‘C Haughton’ has been made
responsible for the ‘Repair Manager’ Role.
Multiple users can be assigned to a Role but
only the ‘Lead’ user receives Tasks.
Click [Exit] to save and close.
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Section 2: Workflow Queues
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Workflow Queues Intro
A Workflow Queue is a queue of Tasks (a ‘To do’ list) for either a user or team of users to
carry out. Tasks appear in a queue as a consequence of Events firing during a Workflow
Process or when they are manually assigned to a user.
There are two different types of queue used in LEAP: queues for individual users and queues
for teams. On creating a new User (Access) Account, five default user queues are
automatically created: ‘Actioned’, ‘Active’, ‘Callbacks’, ‘Inbox’ and ‘Passive’. In addition five
types of team queue can also be created by the LEAP administrator if required: ‘Callback
Tasks’, ‘Indexing Pool’, ‘Remote Print Jobs’, ‘Specialist Task’ and ‘UnIndexed Fax’.
Below is a description of the five default user queues:
Actioned
Shows all the user’s Tasks that have been actioned.
Active
Displays all the user's Tasks that have not yet been actioned.
Callbacks
When a telephone note is created and a callback is required,
a Task is placed in the relevant user’s Callback queue.
Inbox
Lists Tasks relating to incoming documents that have been
passed directly to a user (via Indexing - discussed later).
Passive
Tasks with a future due date will remain here until the due
date is reached; at this point they are moved to the active
queue.
This section provides information for administrators on how to:
1) Create a team Workflow Queue.
2) Assign a team Workflow Queue to a user via their Workflow Account.
3) Add a team Workflow Queue to a user’s Home Screen.
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Creating a Team Workflow Queue
To create a team Workflow queue, click the drop-down arrow in the top left of the Home
Screen and select [Administration] [Workflow]:
Highlight the ‘Workflow Queues’ node and click the
[New Workflow Queue] button.
Six team queues are available in the dialog invoked
(pictured) and are defined below:
Callback Tasks
When added to a user’s Home Screen this team queue appears off
the Callbacks node.
External Web Queue
This team queue is for use by the web based External Task View
interface (covered at the end of Section 3: Tasks).
Indexing Pool
When documents or batches of documents have been scanned into
the system, Tasks may be added to the indexing pool so that users
can attach the documents to Instances. When added to a user’s
Home Screen they appear off the Workflow Queues node.
Remote Print Jobs
Users can be allowed to create a print Task whereby an Instance’s
attachments are sent to a ‘Remote Print Jobs’ Queue for printing
later.
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Specialist Task
Queues designed for teams of people who have a specialised job
within the organisation. When added to a user’s Home Screen they
appear off the Workflow Queues node.
UnIndexed Fax
When a fax is received by LEAP a Task appears in this Queue and is
visible by all users with appropriate Permissions. On opening the
Task, the Fax Document can be viewed and ‘Image’ and ‘Annotation
Properties’ tabs are available. The Fax can be attached to an
existing Instance using the ‘Attach To’ option in the ‘Indexing’
group (as detailed in the ‘Attaching Documents’ topic of the User
Manual). Please also refer to the ‘Sending and Receiving Faxes’
topic in the ‘General Administration’ manual.
For this example, select the ‘Specialist Task Queue’ and click [OK] to display the ‘Workflow
Queues’ form which is comprised of four main nodes: ‘Workflow Queue Details’,
‘Queue Permissions’, ‘Activity Log’ and ‘Events’:
Workflow Queues: Workflow Queue Details
Workflow Queue Details
The additional
node, ‘Fax Ports’,
is displayed for
UnIndexed Fax
Queues and
‘Remote Printer’
for Remote Print
Jobs.
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Enter a suitable ‘Queue Name’. (The selected ‘Queue Type’ is entered and greyed out.)
The function of all other fields is as follows:
Disable Grouping
When selected, disables a user's ability to group Tasks in the
queue by one of the available column headers.
Disable Sorting
Prevents users from sorting the Tasks within the queue.
Max Users
This control allows an administrator to restrict the number
of users who may concurrently edit the queue. (The default
setting is three.) The Maximum Users setting does not
restrict how many users may have permission to access the
queue, only the number who can work on it simultaneously.
All Tasks Limit
Ticking this enables the field below which allows you to
impose a limit on the total number of Tasks visible when
viewing the contents of the queue. Any additional Tasks are
held in the queue but will not be visible until some of the
currently visible Tasks have been actioned.
Task SLA Limit
Enables the ‘Activate’ and ‘Deactivate’ fields below.
Activate
When this number of SLA expired Tasks or soon-to expire
Tasks is reached, the queue will only display these Tasks and
nothing else. (The default value for this field is 10.)
Deactivate
Once the SLA Limit functionality has been activated it will be
deactivated once the number of Tasks reaches this number.
(The default value is 0.)
Visible Queue Alerts:
A traffic light indicator is used against the Workflow Queue
and displays green when an acceptable amount of Tasks are
outstanding. This tick box enables/disables the ‘Amber Task
Alert Level’ and ‘Red Task Alert Level’ fields defined below.
Amber Task Alert Level:
Amber is displayed when the ‘Number of Tasks’ outstanding
has exceeded the Amber Task Alert Level. The default value
for the field is 20.
Red Task Alert Level:
Red is displayed when the Number of Tasks outstanding has
exceeded the Red Task Alert Level. The default value for the
field is 30.
Delete To:
The Workflow Queue that Tasks get passed to when the
Task is deleted/removed. (This is only valid for Specialist
Task Queues.)
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Workflow Queues: Queue Permissions
Workflow Queue Permissions
The ‘Queue Permissions’ node allows you to specify which Access Account Groups are to be
granted access to the Workflow Queue:
Click the [Add Account Group] button to select the required Groups.
Select whether each Group should be given ‘View’ access only or both ‘View’ and ‘Edit’
access to the Workflow Queue. (Obviously the View tick box must be ticked in order to be
able to edit.)
Workflow Queues: Activity Log
Workflow Queue Activity Log
The Activity Log is automatically populated with details on Workflow activity but manual
entries can also be made by clicking the [New Activity Entry] button:
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Workflow Queues: Events
Workflow Queue Events
Tasks and Task Template Collections can be assigned to Workflow Events via the ‘Events’
node:
Double-click the ‘Task/Template Collection’ cell to assign an existing Task or Task Template
Collection to the Event or create new ones to assign:
Click the [Task Templates] button on the dialog
invoked and select [New Task Template], [Add
Existing Template] or [New Task Template
Collection] accordingly. Click the [OK] button to
enter the Task or Task Template Collection against
the Event.
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Additional Events can be added to the
Workflow Queue by clicking the [Add Event]
button. Highlight the required Event and click
[OK] (which will activate an ‘Event Parameter’
dialog for assigning a value to the Event):
The Events on the dialog have the following functionality:
OnOldestTaskOustandingDays>
This Event is triggered when the oldest Task has
been outstanding for a period greater than the
number of days entered.
OnSLATasksOustanding>
This is triggered when the number of Tasks that
have an expired SLA period exceeds the value
entered.
OnSLATasksTimeToClear>
This triggers when the time required to complete all
the Tasks with an expired SLA period exceeds the
value entered.
OnTotalTasksOustanding>
This Event triggers when the total number of Tasks
exceeds the value entered.
OnTotalTasksTimeToClear>
This is triggered when the time required to
complete all Tasks (based on the Estimated
Completion Time set on the respective Task
Templates) exceeds the time entered in hours and
minutes.
Workflow Queues: Fax Ports
Workflow Queue Fax Ports
When creating UnIndexed Fax Queues an additional node, ‘Fax Ports’, is displayed listing all
the ‘Incoming’ Fax Ports configured in the Messaging Server:
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Select one or more Fax Ports to associate with the Workflow Queue by ticking the ‘Selected’
tick boxes accordingly.
NB. Fax Ports can only be associated with one UnIndexed Fax Queue across ALL Workspaces.
Once a Port is linked to a Queue it appears in the above list but is disabled.
When incoming faxes are received by LEAP a User Task appears in the UnIndexed Fax Queue
linked to the Fax Port. The Task is visible and editable by all users with Permissions to
view and edit the UnIndexed Fax Queue it resides in. On opening the Task, the Fax
Document can be viewed and ‘Image’ and ‘Annotation Properties’ tabs are available. The Fax
can be attached to an existing Instance using the ‘Attach To’ option in the ‘Indexing’ group
(detailed in the LEAP User Manual). This displays a list of Types where the ‘Allow Attach To
Type’ Type Setting is true. Once a Fax has been attached to an Instance, the Task is removed
from the UnIndexed Fax Queue. It can be seen on the Attached Documents node of the
Instance with the name ‘x Page Incoming Fax’ (where ‘x’ is the number of pages in the Fax
document) and it can be opened and viewed.
An Activity Log entry is made indicating the Username of the person who attached the Fax
to the Instance and the date/time it was attached.
Workflow Queues: Remote Printer
Workflow Queue Remote Printer
When creating Remote Print Job Queues an additional node, ‘Remote Printer’, is displayed
which allows you to choose a printer connected to your machine or network:
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Click the [Select Printer] button to choose the ‘Remote Printer’ for the Queue.
With the Remote Print Job Queue in place users have two options for printing Instance
Attachments: Printing direct to a printer or creating a print Task to send to the Print Queue
for printing (actioning) later in bulk:
Print attachment
direct to printer.
Create a print Task and
send it to the Remote
Print Queue.
When the [Remote Print] option is selected a new Activity Log entry is generated indicating
the name of the user who requested the Remote Print and the Date and Time it was
requested.
Please refer to the LEAP User Manual for info on how users print the remote print Task.
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Click the [Exit] button to save the Queue configuration:
Adjust the ‘Filter Queue Type’ drop-down on the right of the form to display ‘Callback
Tasks’, ‘Indexing Pool’, ‘Remote Print Jobs’, ‘Specialist Task’ or ‘UnIndexed Fax’ queues
accordingly. ([Edit Workflow Queue] and [Delete Workflow Queue] options are available.)
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Assigning a Team Workflow Queue to a User
Having created a team Workflow Queue it must be added to the Primary ‘Workflow
Account’ of each user in the team. A Workflow Account is simply a way of assigning
Workflow Queues to users. To view the Workflow Accounts associated with a user, click the
drop-down arrow in the top left of the Home Screen and select [Administration] [User
Management]. Double-click a user and highlight the ‘Workflow Accounts’ node:
A Workflow Account is automatically
created for new User Accounts.
A Workflow Account is automatically created when a new User (Access) Account is created
as indicated in the image above. (They are not manually created.) Highlight the account and
click the [Edit Workflow Account] button to view the Workflow Queues within it:
The Workflow Queues currently
within the selected Workflow Account.
The ‘Workflow Account Details’ node allows you to change the name of the Workflow
Account and specify whether it is the ‘Primary Account’ by clicking the [Set primary
Account] button. The Primary Account dictates the Workflow Queues that Users Tasks
appear in.
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To add our newly created team Workflow
Queue click the [Add Queue] button. The
dialog displayed is initially blank; enter the
full or partial name of a queue and click the
[Search] button to populate it.
Highlight the queue and click [OK]:
Newly added Queue.
Click the [Exit] button to save your changes and close the form.
Additional Workflow Accounts can be added if required by clicking the [Add Workflow
Account] button:
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Workflow Queues Diagram
The relationship between Access Accounts, Workflow Accounts, Queues and Tasks can be
summarised with the following diagram:
Workflow
Account 1
One or
more
Queues
Tasks are
stored in
the Queues
Workflow
Account 2
One or
more
Queues
Tasks are
stored in
the Queues
Access
Account
Adding a Team Workflow Queue to a User’s Home Screen
The final part of the process is to ask users to add the queue to their Home Screen by
providing them with the following instructions:
Highlight the ‘Workflow Queues’ node:
User’s current Workflow Queues.
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Click the [Add Queue] button to add additional Workflow Queues. Highlight the queue to be
added in the dialog invoked and click [OK]:
The new Queue can be seen on the
‘Workflow Queues’ node.
The new Team Queue can be seen and currently displays a green traffic light meaning that
an acceptable amount of Tasks are outstanding in the Queue.
NB. Workflow Queues are ordered by Priority and then Due Date, with the highest Priority
appearing at the top and then the earliest Due Date. (The highest priority is ‘-2’ and the
lowest priority ‘10’.)
Global Resources
When Tasks are created they can be assigned to a Role, Workflow Queue or Global Resource
where a Global Resource is simply a designated user’s Workflow Account. Global Resources
transcend Role Allocation Groups and Workspaces allowing Tasks to be sent directly to
users.
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To create a Global Resource, click the drop-down arrow in the top left of the Home Screen
and select [Administration] [Workflow]. Highlight the ‘Global Resources’ node, click the
[New Global Resource] button and enter a Resource Name. Use the [Set Account] button to
pin a user’s Workflow Account to the Global Resource, [Clear Account] to remove the
‘Assigned To’ and [Delete Global Resource] to delete the selected Global Resource:
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Section 3: Tasks
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Tasks Intro
A Task is a job or ‘To do’ which can be executed automatically by the system or performed
by an individual or team via a Workflow Queue. Most Tasks are automatically fired by
Workflow Events (for example the receipt of a scanned document) but they can also be
manually created by users. This section details how to create the Task Templates which are
used to create new Instances of System or User Tasks.
Task Templates are defined as either ‘Global’ or ‘Local’. Global Task Templates can be
associated with Events of any Type; Local Tasks Templates are ‘local’ to a Type i.e. they
cannot be associated with other Types. We will look at how to create each in this section.
Creating Global Task Templates
New Task Templates can be created by clicking the drop-down arrow in the top left of the
Home Screen and selecting [Administration] [Workflow]. Highlight the ‘Task Template’
node and click [New Root Folder] to create a repository for your Task Templates:
With the newly created folder highlighted click the [New Template] button.
Task Templates fall into one of three types: ‘User’, ‘System’ or ‘External’. User Tasks are
assigned to a Role, team Workflow Queue or Global Resource and must be actioned
whereas System Tasks are automated (i.e. there is no human intervention). External Tasks
are a type of User Task that appear on the web based External Task View interface (covered
at the end of Section 3: Tasks). For this example, select ‘User Task Template’ and click the
[OK] button:
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User Task: Template Details
User Task: Template Details
The Task Template form is displayed and consists of five nodes: ‘Template Details’,
‘Actions’, ‘Priority Escalations’, ‘Task Outcomes’, ‘Events’ and ‘Permissions’. We will look at
each of these in turn beginning with ‘Template Details’ which is highlighted by default:
Enter a suitable name for the Task in the ‘Task Template Name’ field together with some
‘Instructions to User’ concerning the nature of what they or the team need to do. (The
selected ‘Template Folder’ field is auto-populated and greyed out.)
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Click the ‘Broadcast’ radio button if all system users must receive the Task (for example to
communicate system wide or company wide information). Instances of the Task will then
appear in each user’s Passive Queue. Click the right radio button to select a Role, Team
Queue or Global Resource to associate with the Task. On clicking the right radio button the
ellipsis button activates and displays the dialog below when clicked:
The ‘Route Editor’ allows
‘Available Routes’ to be
moved to and from the
‘Selected Routes’ window
with the left and right
arrow keys. The order of
the selected routes can
be changed with the up
and down arrow keys and
dictates the primary Role,
secondary Role etc. In this
example, if no one has been assigned to the ‘Repair Manager’ primary Role, the Supervisor
Role will automatically be associated with the Task. Click [OK] to save the Role, Team
Workflow Queue or Global Resource selected.
The due date for the Task is calculated by adding the number of days specified in the ‘Days
Hence’ field to the date the Task was created.
Enter a ‘Priority’
level between -2 and
10 (where -2 is the
most urgent and 10
the least urgent).
This ensures that
Tasks can be sorted
by Priority on the
Home Screen. NB. A
Priority of ‘-2’ can
only be seen when
the ‘Create -2
Priority Tasks’
Workspace Node
Permission has been
set for a user’s
Access Account Group. To set this Permission, select the ‘System’ icon on the ‘Workspace
Selection’ screen, highlight a Workspace, click [Edit Workspace] and highlight ‘Workspace
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Node Permissions’ as shown in the image above. Priorities of ‘-1’ and ‘-2’ cannot be
modified by users or selected by users.
The ‘Task Occurrence’ is usually set to 100% but there may be occasions to choose a
different figure, for example if you want to take a sample of 25% of insurance claims (i.e. an
Event that normally fires 100 times will only fire 25 times).
If ‘Relative Target’ is left on the default setting of ‘Current’ then Tasks appear on the
Instance they were triggered on; if changed to ‘Parent’ they appear on the Instance that
owns the current Instance. (In our example the parent Instance is the ‘Repair’ Process.)
The ‘Estimated Completion Time’ is specified in minutes and seconds. If the Task will take
longer than this then it must be split into two or more smaller Tasks. The Estimated
Completion time can be seen on Instances of the Task on the Home Screen.
The ‘SLA Period’ (Service Level Agreement) defines the agreed maximum time to complete
the Task. It is specified in days, hours and minutes and again can be seen on Instances of the
Task on the Home Screen.
Task Settings:
Static Task
When selected users are unable to move the
Task from the Workflow queue.
System Only
When selected this prevents users actioning the Task. The
Task can then only be removed from the queue by a
System action.
Manual Task
If selected this allows a user to manually add the Task to
a queue. If not selected the Task can only appear when
triggered by an Event.
Visible Only When Due
Prevents the Task from appearing in the queue until the
due date arrives.
Limit Actioning
When selected the Task cannot be actioned by any user
other than the user named on the Instance of the Task.
Re-fire Upon Decline
When selected Instances of the Task which are declined
will be triggered again automatically and reappear on the
target record (i.e. this provides a means of negating
declines).
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Edit Task on Creation
If selected, when an Instance of the Task is created a
dialog may be displayed allowing the user to modify the
Task if necessary.
Use Working Days Only
When selected the calculation for the Task’s due date
excludes all weekends and any non-working days defined
in the system.
Editable Task Fields:
This section allows you to specify whether these fields are editable on Instances of the Task.
Use the ‘Auto Activity Text’ to override the default text which appears in the auto text log
generated for the Task.
User Task: Actions
User Task: Actions
Highlight the ‘Actions’ node to show the list of Workflow Actions which will be processed,
and the order in which they will be processed, when the Task is actioned by a user:
In this example, when the Task is actioned a new ‘Tracking Status’ will be set for a Process
and a Message dialog will activate providing information to the user. The order in which the
Actions are processed can be changed with the up and down arrow keys.
To add a new Action to the list click the [New Action] button to display the ‘Task Template
Action Editor’ shown in the next image. Click the ‘Action Type’ drop-down to select an
Action and the [OK] button to add it to the list of Actions to be processed above.
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Following is a definition of each ‘Action Type’ available:
NB. More Actions are available when creating a Local Task Template than creating a Global
Task Template. The image above is for a Local Task Template as this lists all of the
Actions that are available which are:
Clear Tasks from a Group
Clears all outstanding Tasks on the target
Instance that belong to the selected Task Group.
Create a new Financial Transaction
This Task automatically creates a financial
Transaction for the selected ‘Ledger Transaction
Document’ and auto-populates the fields in the
Transaction with the data specified. The
operation is as follows:
When ‘Data Merge’ and ‘Auto Create’ are not
selected, a new Transaction is created for the
LTD but all data must be manually entered by
the user.
When ‘Data Merge’ is selected but ‘Auto Create’
is not selected, a new Transaction is created for
the LTD and all fields are pre-populated with the
field information specified in the Task Template.
When ‘Data Merge’ and ‘Auto Create’ are both
selected, a new Transaction is created for the
LTD and with no user involvement. (Providing:
1) There is a Contact Instance attached to the
link specified in the ‘Contact Account Link’.
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2) The linked Contact has an associated Ledger
Account applicable to the LTD specified in the
‘Ledger Transaction Document’.)
Fields defined for the Type can be assigned to
the ‘Project Code’, ‘Narrative’, ‘Transaction
Lines Net’ and ‘Transaction Lines VAT’ of the
auto-created Transaction by clicking the relevant
ellipsis.
When the Action fires, the Transaction Line Net
amounts in the Transaction created are
populated with the field data assigned in the
Task Template. The Transaction Line ‘Quantity’
and ‘Unit Rate’ have default values of ‘1’ and
‘0.00’ respectively. If no data is found in the field
assigned then the Line Net amount is to ‘0.00’.
Transaction Line VAT amounts in the transaction
created are populated with the field data
assigned in the Task Template (and the ‘VAT
Code’ is set to ‘Custom’). If no field has been
configured or the configured field is empty, then
the VAT amount is automatically calculated using
the default VAT Rate.
When an Authority Template is configured to fire
upon creation of the Transaction, it fires as
normal when the Transaction is auto-created.
If a maximum number of Transactions has been
specified for the LTD, this is ignored when
automatically creating Transactions using the
Task Action, and when the LTD has been
configured to auto-post, Transactions are autoposted as normal.
The ‘Contact Account Link’ drop-down lists all
‘Contact Type’ links (on the current Type) where
the link does not allow multiples.
Create Activity Entry
Create a new record in the activity log.
Create eDocument From View
Create an eDocument from the ‘View’ selected
and send it to the Export Queue specified.
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Move to a node
Automatically move to the Instance node
specified (i.e. focus shifts to this node).
Open a Telephone Note
Creates a new Instance of a Telephone note
attached to the target record.
Open Document Template
Opens a Document Template pre-selected from
the templates available in the database. Choose
a Merge View using the ‘Select View’ drop-down
then click the [Select Document Template]
button to pick the template to be opened.
Ticking ‘Merge and attach to Instance’ automerges Instance data with the template and
places the resultant document in the ‘Attached
Documents’ area.
Populate Reference Schema
Select the Reference Schema from the dropdown that you wish to populate when the Action
fires. (The drop-down lists all Reference Schema
Fields (Field Name) on the current Type where
the ‘Populate on Save’ setting is false.)
If the Action fires and the Reference Schema has
already been populated, no further action takes
place.
Prompt for Field
When this Action fires a message dialog activates
prompting the user to populate the field
specified in the ‘Prompt for Field’ drop-down. If
the ‘Allow Cancel’ tick box is not ticked then the
field must be populated. All fields for the parent
and child Types are listed in the drop-down.
Raise a message dialog
When the Action fires a read-only message
dialog activates containing the message defined
by the administrator. Once read the only action
available to the user is closing the dialog.
Remove all Tasks
Remove all Tasks from the current Instance.
Run Rule Set
Executes a predefined Rule Set (as detailed in
the ‘General Administration’ manual).
Save and Retain Version
When this Action fires the child Instance(s) on
the Data Link specified are versioned individually
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and each versioned Instance is retained against
the parent Instance. This Action overrides the
Type’s Data Link setting ‘Link to Current Version’
and the linked versions are read-only. Select the
required Data Link using the ‘Type’ (Global only)
and ‘Link’ drop-downs.
Save Instance as New Version
When this Task Action fires, the current Instance
is assigned a version number which users can
view via the ‘Versions’ node of the Instance.
Examples of where this could be used may be
different versions of a complaint, a repair or an
insurance claim etc.
Send Correspondence
Auto mail merged correspondence is sent to
either the first Contact associated with an
Instance (if ‘Send To First’ is selected) or all the
Contacts (if ‘Send To All’ is selected). The
template formats used are governed by the
‘Envelope’ and emails will be sent via the ‘Email
Port’. All other correspondence is sent via the
‘eDocument Port’. (This Action is explained in
detail in the Email section of the General
Administration Manual.)
Send Data Collection
This must be defined in order for emails to be
sent to clients requesting information. (Please
refer to ‘Data Collection Views’ in the LEAP User
Manual.)
Send Email
On firing this Action sends mail merged
correspondence to either the first Contact
associated with an Instance (if ‘Send To First’ is
selected) or all the Contacts (if ‘Send To All’ is
selected). Additional ‘Email Addresses’ can be
added if required (multiple addresses must be
separated by a semi-colon and a space). The
template format used is governed by the
‘Document Template’ and ‘Expected
Documents’ can be attached to the email by
ticking them at the bottom of the dialog.
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Set a Buttons Visibility
When this Action fires the button specified in the
‘Set Visibility On’ drop-down is made visible or
invisible depending on the True/False setting
specified by the ‘Visible?’ property.
Set a List Value
Global and local pick-lists (referred to as ‘Data
Lists’ within LEAP) are available throughout the
system. This Action allows the administrator to
auto set a field on a pick-list.
Set a Role
The purpose of this is to auto set a Role. When
this Action is executed it sets the selected Role
based on the configuration against the Action.
The administrator must specify the ‘Set Role’
from those defined in the Workspace together
with one of the following allocation methods:
‘Actioning User’: Set the Role to the Primary
Workflow Account of the Access Account that
actioned the Task.
‘Random’: A Workflow Account within the
selected Role Allocation Group is chosen at
random.
‘Round Robin’: A Workflow Account within the
selected Role Allocation Group is chosen in a set
order.
‘Available Today’: A Workflow Account, within
the selected Role Allocation Group, is chosen at
random taking into account whether the user is
logged in and working on the day the Task is
created.
‘Least Tasks’: A Workflow Account, within the
selected Role Allocation Group, is chosen based
on who is available today and the least amount
of assigned Tasks.
‘User Named as Other Role on Current Type’: A
Workflow Account assigned to another Role on
the Type. For this configuration the
administrator must select a Type from those
defined.
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‘User Named as Role on Linked Type’: A
Workflow Account assigned to another Role on
another Type. For this configuration the
administrator must select a Type from those
linked to the current Type and then select a Role
from those defined on the selected Type.
‘Prompt Actioning User to Set Role’: Presents
the user with a dialog to manually select an
Access Account.
Set a Status
When this Task fires the Tracking Status for a
Process Type, Document Type or LTD is changed
to that defined. When configuring the Action the
‘Select Type Category’ specifies if a Process
Type, Document Type or LTD (select ‘Financial’)
should be affected, the ‘Select Type’ which
particular Process, Document Type or LTD and
‘Select Status’ what Tracking Status is now
required.
Set to Current Version
When the ‘Link to Current Version’ setting is
unticked for a Data Link (please refer to ‘Data
Links’ in the General Administration manual),
parent Instances link to the version of a child
Instance, as it was when the child Instance was
created. When this Task Action fires the parent
Instance is linked to the latest version of the
child Instance (specified by the ‘Link’ chosen for
the Action).
User Task: Priority Escalations
User Task: Priority Escalations
The ‘Priority Escalations’ form is used to
address Tasks which have been
outstanding for a specified number of
days. In the example shown opposite,
Tasks with a Priority of 10 that have
been outstanding for 3 days will
automatically be escalated to a Priority
level of 2:
Tasks can be assigned to the ‘On
Escalate’ field and will be processed
when the Priority level is escalated.
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User Task: Task Outcomes
User Task: Task Outcomes
When a user actions a Task it is possible to display a ‘Task Outcomes’ dialog. The selection
made can trigger more Workflow if required:
Enter a suitable ‘Task Outcome Prompt’ (the message the user sees above the Outcomes)
and click the [New Outcome] button to enter different Outcomes. Task Templates or Task
Template Collections can be set against the ‘On Selected’ and ‘On Not Selected’ Events by
double-clicking the respective cells in the grid. Clicking ‘Edit’ in the ‘Choices’ column allows
you to stipulate ‘Valid’ and ‘Invalid’ selection choices as follows:
Outcome 1
Outcome 2
NB. Tasks associated with the On Selected and On Not Selected Events fire before Task
Actions defined on the Actions node (detailed earlier in User Task: Actions).
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In this example, on selecting ‘Outcome 1’ you can subsequently select ‘Outcome 2’ (this is
Valid). On selecting ‘Outcome 2’ you cannot subsequently select ‘Outcome 1’ (this is Invalid).
Clicking the [Edit Outcome] and [Delete Outcome] buttons allows you to edit and delete
Outcomes respectively.
User Task: Events
User Task: Events
Tasks or Task Template Collections can be fired when another Task is actioned, declined,
escalated or when the SLA Expiry is reached:
The first two Events correlate to
Tasks performed by a user. The
last two Events are automated.
To assign a Task Template or Task Template Collection to one of these Events double-click
the cell next to the appropriate Event Name.
Click the [Exit] button to save your settings.
User Task: Permissions
User Task: Permissions
The Permissions node allows you to specify which Access Account Groups are able to view
Instances of the Task.
Click the [Add Account Group] button to select the Groups to be granted access and ensure
you tick the ‘View’ tick box next to ‘Task Template’:
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If a user cannot see a Task Template in their Task queue check that these Permissions have
been configured. Click the [Exit] button to save the Task Template configuration:
The ‘Maintenance Checks Complete?’ Task Template is added to the ‘Repair Tasks’ folder.
Click the [Exit] button to save your configuration and close the form.
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System Task: Template Details
System Task: Template Details
To create a System Task, repeat all of the steps for creating a User Task but select ‘System
Task’ rather than ‘User Task’ after clicking the [New Template] button. This will display the
following form:
As before the currently selected ‘Template Folder’ is filled in and greyed out.
Enter a suitable ‘Task Template Name’ and select a ‘Relative Target’ of either ‘Current’ or
‘Parent’. As with User Tasks, when left as ‘Current’, Tasks appear on the Instance they were
triggered on, when changed to ‘Parent’, they appear on the Instance that owns the current
Instance.
As with User Tasks, the ‘Auto Activity Text’ can be used to override the default text which
appears in the auto text log.
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System Task: Actions
System Task: Actions
Highlight the ‘Actions’ node to show the list of Actions which will be processed, and the
order in which they will be processed, when the System Task is actioned. (As with User Tasks
the up and down arrow keys can be used to change this order.) Click the [New Action]
button to display the ‘Task Template Action Editor’. On clicking the ‘Action Type’ dropdown you will see that in addition to the Actions outlined for a User Task, System Tasks also
have the following Actions available:
NB. As with User Tasks, more Actions are available when creating a Local Task Template
than creating a Global Task Template. Following are all the Actions available for Local
Task Templates:
Clear a Date & Time
Clears the current date and time value for a
selected Date. The ‘Date Selected’ drop-down
lists all the fields of data type ‘Date’ and ‘Date
Time’ for the Parent and child Types.
Copy Instance
When ‘Data Mapping’ is configured for a Type,
users are able to create a new Instance from an
existing Instance, for example, as may be
required when renewing an insurance policy.
The new Instance must inherit some, but not all,
of the fields on the original Instance e.g. the
name and address fields but not the inception
date. Please refer to Data Mapping in the
‘General Administration Manual’ for further
information.
Reverse Transaction
Select a LTD defined for the Type. When the Task
Action fires, all posted Transactions for the LTD
are reversed.
The Task Action fires on each linked Instance
when used within a Rule Action on a ‘FOR ALL’
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Rule Condition. For example, a Rule Set may be
executed on a Repair with a Rule Condition that
says ‘For All Work Orders with Master Status =
Active’. The Task Action will reverse all
Transactions of a specific LTD on each matching
Instance.
Any Workflow configured to fire when the
Transaction is manually reversed, will fire when
reversed with a Task Action.
Set a Date
When a date field has been created for a Type,
this dialog allows you to set a date for the field.
Use the ‘Set date on’ field to select the Type and
the ‘Date Selected’ to choose the date field
associated with the Type. All ‘Date’ Type fields
for the parent and child Types are available.
‘Current’ will set the date to the current date,
‘Prompt For Date’ will activate a dialog
prompting the user to enter a date and
‘Populate Date From Field’ activates the dropdown allowing you to select another field to
populate the date from.
Set a Date & Time
Same functionality as above but with an
additional time element. All ‘Date and Time’
fields for the parent and child Types are
available.
Set a Field Status
Allows you to specify whether fields defined for
Types are ‘Read Only’, ‘Mandatory’ or ‘Hidden’.
The ‘Default’ option allows a field to be restored
to its initial value. The ‘Group Setting’ dropdown allows you to choose whether the field
status change should apply to all users or only
those users of the specified ‘Access Account
Groups’. (Access Account Groups can be selected
when ‘Certain Access Groups’ is selected for the
Group Setting field.)
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Set Multiple Link Statuses
Allows you to change the settings on a Data Link
during a process.
Use the ‘Select Type’ drop-down to specify a
Type with Data Links. The Data Links from this
Type are displayed in the ‘Set Status On’ grid
and have four attributes: ‘Hidden’, ‘Read-Only’,
‘Mandatory’ and ‘Allow Clear’. Each attribute can
be set to ‘No Change’, ‘No’, ‘Yes’ and ‘Default’
respectively where Default sets the attribute to
the original setting defined for the Data Link. The
‘Group Setting’ drop-down allows you to choose
whether the Data Link change should apply to all
users or only those users of the specified ‘Access
Account Groups’. (Access Account Groups can be
selected when ‘Certain Access Groups’ is
selected for the Group Setting field.)
Create Type Instance
Auto creates a new Instance of a Linked Data
Type. When configuring the Action you must
select a ‘Parent Type’ from those defined in the
Workspace, a link Type (‘Item Link’) from those
Types linked to the parent and a child Type
(‘Create Type’) if the selected Link has
descendants. (When it doesn’t have descendants
this reads the same as the Item Link.) Tick ‘Auto
save Instance’ if the auto-created linked
Instance should be auto-saved (as may be
required when Workflow is configured for the
linked Instance). Tick ‘Hide instance’ if you do
not wish the auto-saved linked Instance to be
displayed.
Export Transaction as eDocument
Create an eDocument (XML file) of all the
financial transaction information and send it to
the Export Queue specified (for processing by
the Messenging Server).
Load Scheme
Allows you to specify a Scheme to load.
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Populate Link Instance
When the Action fires the selected Link is
populated with the Instance(s) from the Source
Link. First and second-level links (links on linked
Types) are available. If the Destination Link does
not allow multiples and multiple Instances are
found on the Source Link, the Destination Link is
not populated. If adding Instances to the
Destination Link breaks Link Rules or Link
multiplicity settings, the Instances are still
added. These restrictions are enforced as normal
when manually attempting to add Instances to
the link.
Set Process Outcome
Change the Process Outcome (to that selected).
Click [Exit] to save and close.
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Creating Local Task Templates
To create a Local Task Template, click the drop-down arrow in the top left of the Home
Screen and select [Administration] [General]:
Highlight the Type you wish to create a Task for, click [Edit Type] (or alternatively doubleclick the Type) and highlight the ‘Task Templates’ node:
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Click the ‘Current View’ drop-down shown in the previous image and select whether you
wish to view ‘Global Only’ Tasks, ‘Local Only’ Tasks, all Tasks (‘Show All’) or ‘Base Type
Specific and Local Only’ (only shows Task Templates defined for the parent Type and
locally). ‘Instance View’ allows you to filter the Task Templates displayed when creating
manual Tasks.
To locate a specific Task or Tasks, enter text in the edit box and click the [Search] button.
Any Tasks with names containing the text will be displayed. Click the [Clear Search] button
to display all Tasks.
To create a new Task, highlight the folder where you would like it to reside or create a new
folder using the [New Root Folder] or [New Folder] buttons. Click the [New Template]
button and select whether it is a ‘User Task Template’ or ‘System Task Template’ then
proceed in exactly the same way as previously detailed for creating a Global Task. (As before
ensure that Permissions are set via the ‘Permissions’ node.)
The [Copy from Global] button allows you to choose a Global Task Template as the basis for
creating a new Task. All settings within the Task Template are copied with the exception of
the ‘Task Template Name’ and ‘Instructions to User’ which are left blank.
When creating both Global and Local Task templates, the following Task Management
functions are available: ‘Rename Folder’, ‘Delete Folder’, ‘Move Folder’, ‘Make Folder
Root’, ‘Edit Template’, ‘Rename Template’, ‘Delete Template’ and ‘Move Template’.
The [Move Folder] and [Move Template] buttons are only active when a local Task
Template is highlighted.
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Global Task Groups
Task Groups are groups of Tasks where only one of the member Tasks may be live at once.
This is more easily explained by way of an example:
When a Task fires, LEAP checks to see if it has been defined in a Task Group. If it has and if
there is currently an Instance of any Tasks from the Group in a Workflow Queue (associated
with an Instance), the existing Task is removed and replaced with the one just fired.
Creating a New Task Group
Creating a New Task Group
To create a new Global Task Group click the drop-down arrow in the top left of the Home
Screen and select [Administration] [Workflow]. Highlight the ‘Task Groups’ node and click
the [New Group] button:
Give the Task Group a suitable name and click
the [Save] button:
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The following dialog is displayed which allows you to select ‘Available’ Global Tasks
to add to the Task Group. Any User Tasks previously added are shown in the ‘Current
Members’ window (System Tasks are not shown). Highlight the Task you wish to add to the
Task Group and click [Add]:
The added Task is moved into the ‘Current Members’ window; Current Members can be
removed from the Task Group and moved back into the Available window by highlighting
them and clicking [Remove].
Click the [Exit] button to save the Task Group and close the form:
Repeat this process to add further Global Task Groups if required which are available to use
with any Type.
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Local Task Groups
Local Task Groups (i.e. Task Groups which can only be used by the Type they are defined for)
can be created by selecting [Administration] [General] on the Home Screen, highlighting a
Type and then selecting the ‘Task Groups’ node. After clicking [New Group] exactly the
same steps are required as detailed when creating a Global Task Group.
Global Task Template Collections
Task Template Collections are groups of related Tasks that are triggered simultaneously.
They ensure that you do not have to individually add multiple Tasks to an Event.
Creating a New Task Template Collection
Creating a New Task Template Collection
To create a new Global Task Template Collection, click the drop-down arrow in the top left
of the Home Screen, select [Administration] [Workflow] and highlight the ‘Task Template
Collections’ node. Because Task Template Collections must be stored in a folder, click the
[New Root Folder] button if no suitable folders exist:
With a folder highlighted, click the [New
Collection] button and enter a suitable name for
the Task Template Collection. On clicking [OK]
the following form is displayed:
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Tasks currently available.
Newly Created ‘Task
Template Collections’
folder.
An ‘Available’ Task can be added to the ‘Current Members’ of the Task Template Collection
by highlighting it and clicking the [Add] button:
Current Tasks added to the ‘Repair Tasks
Template Collection’.
Click the [Exit] button to save the Task Template Collection and close the form:
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The newly added Task Template Collection is shown and can be expanded to view the
contents:
The next time a Task Template Collection is created it will be possible to add this Task
Template Collection to it:
Task Template Collections are
added to the ‘Available’ window
of subsequently created Task
Template Collections.
Task Template Collections created in this way are referred to as ‘Global’ Task Template
Collections and they can be used with all Types. Alternatively, ‘Local’ Task Template
Collections can be created on a Type-by-Type basis via the [Administration][General]
section.
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Local Task Template Collections
Local Task Template Collections (i.e. Collections which can only be used by the Type they are
defined for) can be created by selecting [Administration] [General] on the Home Screen,
editing a Process Type and then selecting the ‘Task Template Collections’ node. After
highlighting a folder and clicking [New Collection], exactly the same steps are required as
detailed when creating a Global Task Template Collection. The only difference is that both
Global and Local Task Templates and Task Template Collections can be used when creating
the new Collection. The ‘Collection View’ drop-down shown in the image below allows you
to display ‘Global Only’ Tasks and Task Template Collections, ‘Local Only’, ‘Show All’ or
‘Base Type Specific and Local Only’ (shows only Task Templates and Task Template
Collections defined for the parent Type and locally):
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External Task View
External users of LEAP are, if required, able to action Tasks designated as External via a web
based Task View interface. Unlike User Tasks, External Tasks may require users to enter data
when they are actioned.
In the above example, the External Task is asking the user to arrange a site visit to a client
concerning a repair. On actioning the Task, the user must enter the ‘Date of site visit’ and
tick the ‘Site visit arranged?’ tick box. At this point, the Tracking Status of the repair Instance
is automatically changed to ‘Awaiting Site Visit’.
When External Tasks are managed from a mobile device, users are automatically presented
with a mobile version of the interface.
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Configuration of External Task Views
Configuration of External Task Views
We will use the example detailed as the basis for explaining the configuration of External
Task Views.
Step 1: Create an External Web Queue
Create an External Web Queue using exactly the same methods detailed in the
‘Creating a Team Workflow Queue’ topic of this manual. On selecting the [New Workflow
Queue] button, select ‘External Web Queue’ on the ‘Workflow Queue Type’ dialog invoked.
The External Web Queue is required to store External Tasks.
Step 2: Create a Web View
A ‘Web View’ must be selected when creating an External Task (as shown in the next step)
to define the data which will be available to the External Task interface. Please refer to ‘Web
Based Process Views’ in the General Administration Manual for information on how to
create Web Views.
Step 3a: Create External Task Template(s)
Create a Global or Local Task Template as
already detailed and select ‘External Task
Template’ on the ‘Select Task Template
Type’ dialog invoked. This will display the
External Task Template form shown
opposite:
Three additional settings.
Most of the settings on this form are the
same as when creating a User Task. The
differences are as follows:
‘Type:’ For Global Task Templates only,
you must select the Type that the
External Task Template is for.
Select the External Web
Queue for the Destination.
‘Web View:’ Select a predefined Web
View.
‘Attach Documents:’ Tick if users should
be able to attach documents.
Additional ‘Data Requirements’ node.
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Step 3b: Define External Task Data Requirements
Highlight the ‘Data Requirements’ node:
Select which data attributes must be ‘Visible and Optional’, ‘Visible and Mandatory’,
‘Visible and Read-Only’ and ‘Hidden’ when users action the External Task in the Task View
interface. In this example, the Date field ‘Date of site visit’ and the Boolean field ‘Site visit
arranged?’ must be visible and mandatory and the ‘Tracking Status’ must be visible and
read-only.
As with any Task, ensure that you configure
the relevant Permissions and Actions via the
‘Permissions’ and ‘Actions’ node
respectively (together with ‘Priority
Escalations’, ‘Task Outcomes’ and ‘Events’
where required). In our example we have
configured the ‘Set a Status’ Task Action
shown opposite. This will ensure that when
an External User Actions the Task, the
Tracking Status is automatically changed to
‘Awaiting Site Visit’.
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Click the [Exit] button to save the configuration.
Step 4: Assign the External Task Template(s) to Workflow Events
The final part of the process is to assign the External Task(s) to the relevant Workflow
Events:
In this example, the External Task ‘Site Visit’ will fire when a new Instance of a Repair Type is
created. (The ‘Set a Role’ System Task Action will also fire at this time but is not shown in the
image for clarity.) The External Task will be sent to the External Web Queue chosen as the
‘Destination’ for the Task Template (‘Team Repair Tasks’ in this case) and will be visible in
the web based Task View interface.
NB. You will be provided with the URL for External Task Views.
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Glossary of the most common Terms
Type
There are three different ‘Types’ of record used throughout the
system: Process Types, Static Types and System Types. A Type
can be considered a template that administrators use for
defining records in LEAP. Types can also be considered ‘objects’
(data structures with multiple attributes). Please refer to the
General Administration Manual for full details.
Instance
A record created by a user is referred to as an ‘Instance’. Users
create ‘Instances of a Type’.
Child Instance
Child Instances are derivatives of a parent Instance; they are
part of the parent ‘group’ but with differences in configuration
and/or Workflow. An example may be a parent Instance of
Vehicle with child Instances bus, motorbike and heavy goods.
(In this example users would be asked, on creating a new
Vehicle Instance, whether it is a bus, motorbike or heavy goods
child Type.)
Linked Instance
A linked Instance is an Instance associated with another
Instance, such as a vehicle that is associated with a repair. (In
this example a new or existing vehicle would be associated with
the repair via a Vehicle node on the repair Instance.)
Please refer to the LEAP User Manual for full details on Instances, Child Instances
and Linked Instances.
User Access Account
In order for users to be able to login to LEAP they must have
their own User Access Account (Login Account) detailing their
Username, Password and other credentials.
Account Type
An ‘Access Account Type’ can be considered a starting template
when creating a new Access Account. It is attributed
functionality that is transferred onto the Access Account it is
made part of but this can be overwritten if required.
Access Account Group
User Access Accounts of a certain type (e.g. manager accounts)
are grouped together and made part of the same Access
Account Group. Different ‘Permissions’ are defined for each
Group.
Please refer to the User Management Manual for full details on User Access Accounts,
Account Types and Access Account Groups.
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Permissions
The degree of functionality a user has access to within LEAP is
determined by the ‘Permissions’ assigned to their User Access
Account. Permissions are set against Access Account Groups
i.e. all the members of a Group have the Permissions defined
for that Group. Please refer to the General Administration
Manual for full details on Permissions.
Nodes
Highlighting a ‘Node’ on the left-hand side of a Workspace
allows users to add, view and edit Instances (e.g. contacts).
Workspaces
Workspaces can be considered dedicated applications for
performing particular functions e.g. insurance claims,
complaints handling, repair management or contractor vetting.
A user’s ‘Workspace Permissions’ govern the different
Workspaces that they have access to.
The Home Screen
The currently selected Workspace is referred to as the ‘Home
Screen’.
Please refer to the LEAP User Manual for full details on Nodes, Workspaces and the Home
Screen.
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Index
Action Type, 45, 56
Actioned, 23
Actions, 45, 56
Activate, 26
Active, 23
Activity Log, 14, 27
Add Account Group, 27, 53
Add Account Groups, 13
Add Event, 29
Add Queue, 34, 36
Add Role Account, 19
All Tasks Limit, 26
Allow Multiples, 17
Amber Task Alert Level, 26
Attach Documents, 69
Auto Activity Text, 45
Available, 63, 65
Available Routes, 43
Base Type Specific and Local Only, 61
Broadcast, 43
Callback Tasks, 24
Callbacks, 23
Cannot Change, 17
Choices, 52
Clear a Date & Time, 56
Clear Account, 37
Clear Search, 61
Clear Tasks from a Group, 46
Controller, 11
Copy from Global, 61
Copy Instance, 56
Create a new Financial Transaction, 46
Create Activity Entry, 47
Create eDocument From View, 47
Create Type Instance, 58
Current, 44
Current Members, 63, 65
Current View, 61
Data Requirements, 70
Days Hence, 43
Deactivate, 26
Delete Folder, 61
Delete Global Resource, 37
Delete Template, 61
Delete To, 26
Disable Grouping, 26
Disable Sorting, 26
Edit, 52
Edit Task on Creation, 45
Edit Template, 61
Estimated Completion Time, 44
Event Parameter, 29
Export Transaction as eDocument, 58
External Task Template Creation, 69
External Task Templates, 41
External Web Queue, 24
Fax Ports, 29
Filter Queue Type, 32
Global, 41
Global Only, 61
Global Resource, 36
Inbox, 23
Indexing Pool, 24
Instance View, 61
Invalid Choices, 52
Limit Actioning, 44
Load Scheme, 58
Local, 41
Local Only, 61
Make Folder Root, 61
Make Live, 18
Manual Task, 44
Max Users, 26
Member Task Templates, 28
Move Folder, 61
Move Template, 61
Move to a node, 48
Must Enter, 17
New Action, 45, 56
New Folder, 61
New Outcome, 52
New Root Folder, 41, 61, 64
New Template, 41
On Escalate, 51
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On Not Selected, 52
On Selected, 52
OnOldestTaskOustandingDays>, 29
OnSLATasksOustanding>, 29
OnSLATasksTimeToClear>, 29
OnTotalTasksOustanding>, 29
OnTotalTasksTimeToClear>, 29
Open a Telephone Note, 48
Open Document Template, 48
Parent, 44
Passive, 23
Populate Link Instance, 59
Populate Reference Schema, 48
Priority, 43, 51
Priority Escalations, 51
Prompt for Field, 48
Raise a message dialog, 48
Red Task Alert Level, 26
Re-fire Upon Decline, 44
Relative Target, 44
Remote Print, 31
Remote Print Jobs, 24
Remote Printer, 31
Remove, 63
Remove all tasks, 48
Rename Folder, 61
Rename Template, 61
Reverse Transaction, 56
Role Allocation Group, 13
Role Default, 12
Role Default Override, 17
Role Restrictions, 17
Roles, 11
Route Editor, 43
Run Rule Set, 48
Save and Retain Version, 48
Save Instance as New Version, 49
Search, 34, 61
Select Printer, 31
Selected Routes, 43
Send Correspondence, 49
Send Data Collection, 49
Send Email, 49
Send To All, 49
Send To First, 49
Set a Buttons Visibility, 50
Set a Date, 57
Set a Date & Time, 57
Set a Field Status, 57
Set a List Value, 50
Set a Role, 50
Set a Status, 51
Set Account, 37
Set Default, 12
Set Linked Role, 17
Set Multiple Link Statuses, 58
Set Primary Account, 33
Set Process Outcome, 59
Set to Current Version, 51
Show All, 61
SLA Period, 44
Specialist Task, 25
Static Task, 44
Supervisor, 11
System Only, 44
System Task Templates, 41
Task, 41
Task Groups, 62
Task Occurrence, 44
Task Outcome Prompt, 52
Task Outcomes, 52
Task SLA Limit, 26
Task Template Action Editor, 45, 56
Task Template Collections, 28, 53, 64
Type, 69
UnIndexed Fax, 25
Use Working Days Only, 45
User Task Templates, 41
Valid Choices, 52
Visible, 17
Visible Only When Due, 44
Visible Queue Alerts, 26
Web View, 69
Workflow events, 41
Workflow Queue, 23
Workspace, 73
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