States & Triggers


Purpose

States are indicators of points of progress of an instance through a process (for example, the progress of a specific incident through the Incident Management process).


Examples of possible values:

  • Open
  • In Queue
  • Work In Progress
  • Resolved
  • Closed


Some processes employ an additional set of state values to track Approvals (e.g., Change Management, Request Fulfillment). In these cases, the “Approval States” tab can be used to define these state values.


Triggers represent the events that cause an instance of the process to advance to a different state.


Example:  "Incident assigned” is a trigger that would advance an incident from state “In Queue” to “Work in Progress”


State Transitions

Once State values are defined along with Triggers, there is the capability to define “State Transitions”. State transitions describe the conditions under which the State moves from one value to another and include the possible “next states” along with the triggers or conditions under which these transitions will happen.


Prerequisites

  • Activity
  • Task


Role

Editor, Workspace User Admin


Steps to edit a State


1. Select the States tab.


2. Click on the Edit edit button.png icon to update the State or New State action to create a new one.



3. Update all fields




4. Select Create or Update to apply the changes


5. Select New from Common to select an output from a common list of States that may have been identified in other processes




6. Select Copy to apply the changes


Notes

N/A


Field Descriptions


  • Name: Provide a brief and meaningful name for this statement
  • Description: A detailed description of the state
  • Common: Check if this state is suitable for use in other processes

Steps to edit an Approval State


1. Select the Approval States tab.


2. Click on the Edit edit button.png icon to update the State or New State action to create a new one.



3. Update all fields




4. Select Create or Update to apply the changes


5. Select New from Common to select an output from a common list of States that may have been identified in other processes


6. Select Copy to apply the changes


Notes

N/A


Field Descriptions


  • Name: Provide a brief and meaningful name for this statement
  • Description: A detailed description of the state


Steps to edit a Trigger


1. Select the Triggers tab.


2. Click on the Edit  icon to update the Trigger or New Trigger action to create a

new one.



3. Update all fields



4. Select Create or Update to apply the changes


Notes

N/A


Field Descriptions


  • Name: Provide a brief and meaningful name for this statement
  • Trigger: A detailed description of the trigger


Steps to define State Transitions


1. Select the States tab.


2. Click on the “Expand” icon adjacent to a “State” entry to reveal the list of related transition entries



3. Click on the Edit edit button.png icon to update the State Transition or New State Transition action to create a new one.


4. Update all fields




5. Select Create or Update to apply the changes


Notes

N/A


Field Descriptions


  • Next State: Select the State value from the drop-down list of all possible values
  • Trigger: Select the trigger that describes the condition under which the transition will occur - can be left blank and updated at a later point after the trigger has been defined
  • Comments: Provide additional details describing the transition.