How to Create a Dispatch Workflow
Workflows are used to define the paths a job can take from creation to completion. Workflows are build from status nodes and transitions. Status nodes define the different steps in the process to complete the job, while transitions draw the paths between the different statuses. This forces officers to flow a linear process from receiving the job to completing the job and leaving the site.
Access Workflows in Settings
Create a New Workflow
To complete a new workflow click on the [+ New Workflow] button. Complete the information in the pop-up form and click the [Save] button to create the workflow.
Workflow Title: Provide a name for the workflow. When dispatching tasks to officers this will be the title for the type of dispatch.
Details (Optional): The description field can be used to provide additional information about the tasks that should use this workflow.
Type: Use the drop-down menu to select the type of workflow. Use the "Jobs / Dispatch" option for all workflows that will be used with Dispatch Pro.
Configuring the Workflow
All of the options for configuring a workflow are available by clicking on the [Configure] button. Click on this button to configure a new workflow or edit the configuration of an existing workflow.
Create Status Nodes for the Workflow
Status nodes are the different statuses a job can have from the time the job is created until the job is completed. The first step for creating a effective workflow requires a status node to be created for each step. Make sure to consider all possible statuses. For example, refusing a job may not be on the path to complete a job, but since this can happen, there should be a status for the possibility. Follow the steps below to create job status nodes.
- Click on the [+ Add a Status Node] button.
- Provide a label for the button. This will be the label visible to dispatchers and officers when viewing the status of the job.
- Enter a unique status ID. Typically this is status name with underscores ("_") instead of space.
- For the first status in any workflow, make sure to check the "Set as Initial Statu" checkbox. This will be the default status for every new job.
- Click on the [Save] button to create the status node.
Repeat this process until every status is listed in the table. The result will look similar to the table of status nodes on the right-hand side.
Customize the Status Node Appearance & Thresholds
Status nodes can be customized with colors and time thresholds. The color fields accept plain text such as blue, green, yellow, ect. or hex-colors. To learn more about hex-color options and browse a color gallery click here. To configure the appearance and time thresholds for a status node, complete the steps below.
- Locate the desired status node and click on the [View] button for that status.
- Select the "Misc. Settings" tab.
- Enter a color or hex-color code for the background and text of the status. This will serve as a visual indicator for dispatchers.
- Enter the number of minutes a job will be allowed to rest in this status before the dispatcher is given a visual alert.
- Use the "Show Timestamps in Reports" drop-down menu to select whether this status will show timestamp in the dispatch report.
- Click on the [Save] button and repeat this process for each of the status nodes.
Warning Threshold: The warning threshold is the number of minutes a ticket can sit in the status node before action is expected. This is a visual reminder that will appear on dispatch dashboard.
Alert Threshold: Similar to the warning threshold, this option indicated the number of minutes a ticket can sit before action is required. This is a more aggressive visual warning for dispatchers.
Create a Transition From One Status Node to Another
Transitions create a path from one status to another. Transitions define the paths a job can take from creation to completion. Create a transition for each of the possible paths a job take through the statuses. To create a new transition:
- Click on the [View] button next to the status node.
- Select the [+ New Transition] button.
- The pop-up form will display all of the information required by a transition. Begin by selecting the destination status in the "To" drop-down menu. By default the "From" field will display the current status.
- Create a name for the transition. This will label the button on an officers device, when they select to use the transition to a different status.
- If the transition should only be available to a certain class or user, choose which users can apply the transition from the "Portal Restriction" drop-down menu. Most often this is used to limit transitions that would close the job to dispatchers only (Admin Portal Users).
- Click on the [Save] button to create the transition.
Complete this process for each of the transitions that could be required to complete the job.
Use the Diagram to Visually Confirm the Workflow is Complete
Once all status nodes and transitions have been created, use the diagram to see a visual of the workflow. Click on the [+ Rearrange (Hierarchy)] button and the system will automatically construct a chart showing the workflow from the beginning (Top) to the end (Bottom). The boxes represent status nodes and the arrows represent the transitions.