Graphical workflow engine (GWE) engine is a solution developed by the Archibus Solution Center - Romania , which offers graphical tools for representing and modeling business processes, offering a fast implementation, without development os a new code.
Implementation professionals and teams require the ability to integrate and adjust existing workflows and processes in outof-the box ARCHIBUS software. They also need to define specific messages and notifications, or simply add or edit events, actions, or requests.
This add-in solution offers a graphical process designer tool to easily change views and workflows, as well as service desk roles and security groups, without any extra coding.
Graphical Workflow Engine add-on, developed by ARCHIBUS Solution Center - Romania, reduces the effort needed to implement changes in the workflows using an intuitive graphical definition wizard for all activities and management views.
DEFINE SLA IN WORKFLOW ENGINE
In GWE 2.0 it is easy to define not only Response & Completion Service Level Agreements (SLAs) but any other specific SLAs as well. The application will count the time spent on a specific ticket for a certain role in the organization, not just the general time spent on all roles within the flow.
SLA can also be defined for certain types of tickets, including On Hold types. When an SLA is scaled you can attach certain algorithms (ex: penalties), notifications or updates of information to a table (ex: an SLA escalation can cause extra costs).
TIME MONITORING FOR SLA
The SLA flow can be preconfigured according to certain triggers. It can be define certains rules for different SLA actions(penalties, notifications) or this functionality can be easily used in integrations. For the new version of GW we plan to define types of connectors for SLA escalation.
WORKFLOW HEATMAP ANALYSIS
This feature allows to monitor the possible bottlenecks during the flow, frequency, total duration or delay time. This functionality helps to improve the situation and simplifies the decision when it is necessary to allocate more people in certain activities. Parameters: frequency (where most tickets pass), pending (how many tickets are being processed and in which activity - with drill down), total duration (duration on all tickets in a certain step, to be able to determine the number of required persons).
- No programming needed for workflow definitions
- Analyzes workflow execution, duration, bottlenecks and helps you decide the actions for workflows optimization
- Reduces errors in process definition
- Reduces effort and implementation costs
- Improves customer satisfaction
- Updating and optimizing business processes is done with considerable effort
- Flexible, fast and adaptable to changes
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