Arena Assignments: Practical Application Course #A219

Transcription

1 Arena Assignments: Practical Application Course #A219 Presented by: Arnold Wheatley Shelby Contract Trainer 2018 Shelby Systems, Inc. Other brand and product names are trademarks or registered trademarks of the respective holders.

2 Objectives The following topics are presented in this session: Assignments Overview Assignments setup Tasks vs Workflows Thinking through the logic of Assignments Build a simple Assignment and watch it run 2

3 Assignments Overview Assignment Types Set properties/options here Task Tracking Workflow Assignments (actual tasks) Notification s 3

4 Assignments Setup Update the AssignmentBaseUrl Organization Setting (Administration) to match the URL of your default Assignment Detail page. 4

5 Assignments Setup Verify the following System s contain at a minimum, a subject and a body: Assignments to Remind Worker Assignments to Requester on Close Assignments to Requester on Entry Assignments to Requester on Update Assignments to Worker on Close Assignments to Worker on Entry Assignments to Worker on Update Assignments Notify Assignment Type Subscribers 5

6 Assignments Setup The following Arena Agents need to be running on a routine basis in order to effectively use the Assignments functionality: Arena Mail Queue Arena Assignment Process State 6

7 Key Elements of Assignments When first opening the page, it defaults to the General tab. Because some of the fields on the General tab are dependent on fields from other tabs, it is recommended the General tab be completed last. 7

8 PAGE 7(A) NOTES - GENERAL TAB Set parameters that determine how this Assignment will function: Name Enter the name for the Assignment Type. Active Select the Yes or No radio buttons. For Assignments no longer used but would like to retain history, make the assignment inactive. Upload Icon Allows the user to upload an image to be used as an icon for the Assignment Type. This icon appears on the Assignments Entry and Assignment Detail page. SLA (Service Level Agreement) Used to set the default due date. This is the number of days before the Assignment is considered to be overdue. Parent This is the parent assignment. Shows the Assignment Type s Parent in the Assignment Level Structure. Owner The default owner is the user who creates the assignment type. Click the Change link to select a different owner from the database. Request Term The caption that shows on the Assignment Entry page in the Title and Description field header. 8

9 PAGE 7(B) NOTES continued Description The description for this Assignment Type. Allows Requestor to Edit Select the Yes radio button to allow the requestor to edit the Assignment after it has been created, even if the user only has View access to the Assignment Type. Allow Requestor to Pick Worker Select the Yes radio button to allow the requestor to select the worker. Select the No radio button if you plan to preassign the worker. Allow Requestor to Set Due Date Select the Yes radio button to allow the requestor to select a due date. If you set SLA on the assignment type, the due date defaults to today plus SLA days (current date + SLA), but the user is able to change the date. If this set to No (default), then it uses the SLA days to calculate the due date. Default Worker Workers on the Available Workers tab must be entered to be able to populate this field. This is the Worker to whom the Assignment is initially assigned. If blank, the initial worker needs to be set in the initial Workflow State or by the Requestor. 9

10 PAGE 7(C) NOTES continued Worker (On Update) Select this check box to send an to the worker when the assignment type is changed. This includes when an assignment is closed. If you do not check this box, Arena still s the worker when a user creates an assignment for the assignment type. Requestor (On Update) Select this check box to send an to the requestor when the assignment is changed. If you do not select this check box, Arena still s the requestor when a user creates an assignment for the assignment type. If the requestor is the same person who updates the assignment, Arena does not send an . An update is considered any change to an active assignment such as adding notes or changing the state of an assignment workflow. Subscriber On Entry Subscribers receive an message when an Assignment is added to an Assignment Type to which they subscribe. On Update - Subscribers receive an message when an Assignment is updated in an Assignment Type to which they subscribe. 10

11 PAGE 7(D) NOTES continued Subscriber On Entry Subscribers receive an message when an Assignment is added to an Assignment Type to which they subscribe. On Update - Subscribers receive an message when an Assignment is updated in an Assignment Type to which they subscribe. Priorities Available The priorities that are associated with this Assignment Type but are currently available to be selected Selected - The priorities that are currently selected for this Assignment Type and are available on the Assignment Entry page. Add Opens the Add Assignment Priority screen. Any priority that is added is an available option for all Assignment Types Default Priority Select the default priority for new assignments for the Assignment Entry. Workflow Type None this is a task 11

12 PAGE 7(E) NOTES continued Calling Campaign Creates a workflow that can be started from a Calling Campaign page. Person Detail Creates a workflow that can be started from a Person Detail page. The Show Workflow module setting must be set to True on the PersonDetails module. In order to initiate an Assignment Workflow from the Person Detail page or a Calling Campaign, you first need to add the Person custom field on the Custom Fields tab, save the Assignment, then edit the Assignment Type and select a Workflow Type on the Assignment General tab. Base Detail URL This is used for the ##AssignmentDetailUrl## merge code in the s generated for this assignment type. If left blank, the AssignmentBaseDetailUrl organization setting value is used. Workflow Custom Field If using Assignment Workflow, select a Workflow Custom Field that you created on the Custom Fields tab. One common option is to add the Person Type custom field in order to start an assignment from the person detail page. 12

13 Key Elements of Assignments 13

14 Key Elements of Assignments These are the same Custom Fields used throughout Arena. Use of Custom Fields is optional for Tasks; at least one is required for Workflows. 14

15 Key Elements of Assignments 15

16 Key Elements of Assignments 16

17 Custom Fields in an Application An Application for Ministerial Credentials workflow. User is tracking key items pertaining to the particular individual making application. There are 76 Custom Fields being used to track the process from start to finish. 17

18 Key Elements of Assignments Workflow States A Workflow State corresponds to an action point in a process. The Workflow State is monitoring the status of the physical action and can perform duties of its own in response to the status of the State. States can be configured to have a user manually change its state (status) or have the system change the state once all actions pertaining to that State have been performed. 18

19 Key Elements of Assignments Workflow States 19

20 PAGE 19(A) NOTES continued WORKFLOW STATE: State Name A label giving a brief description of the purpose of the State User Selectable A checkbox indicates if the state is selected by an editor or if it must be set by Arena. Action(s) (Available) A drop-down list of the available actions that can be completed when an Assignment is in this state. To add an action to the Workflow State, click the Add Action icon (+). Action(s) (Selected) The action(s) that are to be completed while the Assignment is in this Workflow State. In most instances, this requires the Arena Assignment Process State Agent to be running on a routine basis. If you click on an Action, its setting (if any) appear in the Action Settings table below. To remove an Action from the workflow, click the Delete icon (red trash can). To reorder the order in which Actions run, use the up or down arrow buttons. Actions can be triggered by the Assignment Process State Agent or when the Assignment is updated. Action Settings The settings associate with the currently selected/highlighted Workflow Action. 20

21 PAGE 19(B) NOTES continued Here is a brief summary of available Actions and their settings: Assign Specific Worker Gives the Assignment to a specified worker when this action is executed Settings Notify Requester Yes/No field indicates whether the Requestor is notified by when this actions completes and the worker is assigned. Notify Worker Yes/No field indicates whether the Worker is notified by when this action completes and he or she is assigned to this Assignment. Worker (Required) The worker to whom this Assignment is assigned. Clicking the button opens the person search page. In this scenario the worker doesn t have to be listed as an Available Worker. Assign Worker (Default) - Gives the Assignment to the worker marked as default when this action is executed 21

22 PAGE 19(C) NOTES continued Settings Notify Requester Yes/No field indicates whether the Requestor is notified by when this actions completes and the worker is assigned. Notify Worker - Yes/No field indicates whether the Worker is notified by when this action completes and he or she is assigned to this Assignment. Assign Worker (Load Balanced) Loops through the Available Workers list when allocation assignment to them Settings Notify Requester Yes/No field indicates whether the Requestor is notified by when this actions completes and the worker is assigned. Notify Worker - Yes/No field indicates whether the Worker is notified by when this action completes and he or she is assigned to this Assignment. 22

23 PAGE 19(D) NOTES continued Assign Worker (Round Robin) - Loops through the Available Workers list when allocating Assignment to them (i.e. Assignment 1 is allocated to Worker 1, Assignment 2 to Worker 2, etc.) This is only available when using Workflow. Settings Notify Requester Yes/No field indicates whether the Requestor is notified by when this actions completes and the worker is assigned. Notify Worker - Yes/No field indicates whether the Worker is notified by when this action completes and he or she is assigned to this Assignment. Close Assignment Closes the Assignment and marks it as inactive. Settings Notify Requester Yes/No field indicates whether the Requestor is notified by when this actions completes and the Assignment is closed. 23

24 PAGE 19(E) NOTES continued Notify Subscribers Yes/No field indicates whether the Assignment s Subscriber is notified when this action completes and the Assignment is closed. Notify Worker - Yes/No field indicates whether the Worker is notified by when this action completes and the Assignment is closed Remind Worker Sends an notification to the Worker once the Assignment is in this state (after a specified period of time or a specified number of days since the last reminder is sent). Settings Days Delay The number of days to wait before sending a reminder to the Worker. This includes the number of days since the state is last updated and the number of days since the last reminder is sent. Send Assignment Due Date Can send a due date reminder to the Worker when the due date is approaching or once the due date is past. 24

25 PAGE 19(F) NOTES continued Settings Body (Required). The text of the message and includes any of the Assignment merge codes. Days after Due Date Number of days after the due date is past to send the reminder to the Worker. Days before Due Date - Number of days before the due date is past to send the reminder to the Worker. From Address (Required) The address of the message sender. NOTE: It is best practice for this to be an from your domain. From Name (Required) The name of the message sender. Subject The message subject. It can contain any of the Assignment merge codes. Send Send a preconfigured to a recipient. The recipient is based on the value in a selected Person field or custom text field that contains an address. 25

26 PAGE 19(G) NOTES continued Settings BCC A semicolon-delimited list of addresses to receive a blind carbon copy of the . Body (Required) The text of the message and includes any of the Assignment merge codes. CC - A semicolon-delimited list of addresses to receive a carbon copy of the . From Address (Required) The address of the message sender. NOTE: It is best practice for this to be an from your domain. From Name (Required) The name of the message sender. Recipient Custom Field Custom field containing the person or address to which this message is sent. Subject (Required) The message subject. It can contain any of the Assignment merge codes. Set State Changes the state of the Assignment Settings 26

27 PAGE 19(H) NOTES continued State (Required) The new state to which the Assignment is set. Set State after Number Days Changes the state of the Assignment after it is in the current state for a configured number of days. Settings Days Delay (Required) The number of days after the state is last updated to wait before updating the state. State (Required) The new state to which the Assignment is set. Set State after Testing Field Changes the state of the Assignment when a field contains a specified value. Settings Field The field to evaluate State The new state to which the Assignment should be set. Test Value The value for which to test. This can only be a positive test 27

28 NOTICE 28

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30 Practical Application Now that we have the foundations, let s think through the process of creating an Assignment. 30

31 Plan the Assignment Am I building a Task or a Workflow? Tasks generally start from the Assignment Entry page Workflows can be started from a person s detail page or a Calling Campaign Workflows can be started from a smart device via the Mobile website 31

32 Task Assignment vs Workflow Task Assignment Start from Assignment Entry page. Assigner can specify the nature of an assignment. Example: Visit Barney Flintstone Memorial Hosp RM#712. Infection risk you may have to suit up Workflows can start from Person Detail or Calling Campaign page. Generally have a fixed routine. Example: Visitor Assimilation 32

33 Plan the Assignment Am I building a Task or a Workflow? To whom can Assignments be given? This becomes a list of Available Workers 33

34 Plan the Assignment Am I building a Task or a Workflow? To whom can Assignments be given? Do you have a working procedure now? Can you identify action points in it? Are there critical times to complete the points? Who, if anyone, should be notified if the points aren t completed? 34

35 Plan the Assignment Am I building a Task or a Workflow? To whom can Assignments be given? Do you have a working procedure now? How will tasks within the Assignment be allocated? Assign workers 35

36 Plan the Assignment Am I building a Task or a Workflow? To whom can Assignments be given? Do you have a working procedure now? How will tasks within the Assignment be allocated? What information should be gleaned along the way and stored in Custom fields? 36

37 Plan the Assignment Am I building a Task or a Workflow? To whom can Assignments be given? Do you have a working procedure now? How will tasks within the Assignment be allocated? What information should be gleaned along the way and stored in Custom fields? Which of the Custom fields need to show on list? 37

38 Visitor Contact Assignment Leadership has determined that when a visitor finally signs a visitor card, they should be contacted within the first week by an . The following week they should be contacted by a phone call. The 3 rd week they should receive a personal visit. 38

39 Plan the Workflow Create a Flow Chart (at least mentally). Open Workflow Assign Worker Contact Visitor by or letter Telephone Visitor Personal Visit Close Workflow 39

40 Add Decision Points #3 #2 #4 Contact Visitor by or letter sent in the specified time frame? Yes Telephone Review of Application Increment State to #3 No Increment Selectable After 2 days an reminder is sent to the worker. 40

41 Build the Workflow Assignments -> Assignment Types Select workers involved in the approval process. Build a page using custom fields. Create Workflow States. Complete the General Tab. 41

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43 Using the Workflow From the list of Assignments, choose the applicant you need to update. Click Edit and you can start entering data and/or changing States. 43

44 Q&A Class Discussion 44

45 Arnold Wheatley Shelby Contract Trainer After pastoring churches in Pennsylvania and Delaware, Arnold, an ordained minister, was asked by the Headquarters Office of the PennDel District of the Assemblies of God to establish and direct its IT department. During his 19-year tenure, he was instrumental in transitioning their headquarters from a custom ChMS to Shelby HQ, Arena HQ, and ShelbyNext. Experienced with both church ministries and the unique needs of HQ offices, his desire is to help others configure and use Shelby products more efficiently. Arnold is a Shelby Trainer for all Shelby platforms.