Getting a handle on your business processes requires intricate knowledge of both the procedure itself and the variables that give you the desired results. The biggest part of managing workflows is to have everything documented. This allows you to transfer knowledge and refer to it whenever necessary. It’s even better if you’re able to set up that process with a software program that allows repetition and ensures that anyone new to the process can follow it without missteps or errors.
How Can Issuetrak Help?
Let’s start with the process itself. Each step in the process is going to be represented in Issuetrak by a Task. A task can be assigned to any person or group of people that has been granted the appropriate permissions. This could be anyone that is a user in your Issuetrak site, regardless of their department or role.
You would create Task Groups to link Tasks together, representing the multiple steps in your process. Within each individual Task, you have the ability to trigger the addition of additional Task Groups, depending on the answer to a Yes/No/NA question.
What does that mean in regular language? When the steps of your process come to a decision point, you have the ability to add in additional steps, depending on what’s needed. A real life example might be an employee onboarding process. This has many steps that cross over multiple departments and teams. If the employee needs pieces of hardware, then certain steps need to be completed by the IT team, but if not, those steps aren’t needed. Or perhaps an employee is part-time, so they need different paperwork done by the HR team than a full-time employee.
Once you have your process defined and Task Groups created, how do you kick them off and make sure they’re follow the same way each time? That’s where Quick Picks come in. Within Issuetrak, a Quick Pick is an issue submission template. You can create as many Quick Picks as needed with fields pre-filled, or prompting for information.
Additionally, Quick Picks can have tasks already included to kick off a process. That way, every time someone uses that Quick Pick, the first task automatically populates. Then, as tasks are completed, any branching options triggering additional task groups cause the proper tasks to populate into the issue.
Managing Your Process
Normally, the person ultimately responsible for managing the process is assigned to the issue. Using the Quick Pick, you can fill out the assignment value. Or perhaps the manager of the process changes based on the submitting department or issue subtype. Using auto assignment rules, you can determine who gets assigned to the issues based on your criteria.
Issuetrak Tasks, when set to have a Yes/No/NA response also give you the ability to set the substatus value, which defines where the issue is in its lifecycle. This lets you run reports or view the issue using different criteria on the Dashboard. You can also use a Yes/No/NA value to trigger the cancellation of all remaining tasks and the close of the issue.
All of these options help you manage exactly where your processes are at any given time. You can set up Issuetrak to handle as many processes as needed. And if you need help, our team of Professional Services consultants can help you break down your steps and advise you on the best way to implement your process and workflow management within your Issuetrak site.