Hi,
I have been trying to get the
Maintenance Requests workflow to work correctly in openmaint. So far, I have
been testing the workflow from the admin user account. I have managed to create a
maintenance request and fill it up with the required information, such as the
due date, the service, and the team (I have also created user accounts for team
members). I selected the option to send an email to the requester, which has
been received successfully.
However, once I submit the request, I cannot view any workorders
when I log in as a team member. I also do not receive any emails as a team
member, even though I have selected the option to send emails to team.
Why is this so? Do I need to change something in the user’s
privileges to view the workorder? Or is the user not a member of the team, even
though he is part of the correct group? For instance, I created a team called
Team One, corresponding to CMDbuild group Workers1. So if I select Team One in
the maintenance request form, then users in Workers1 will receive an email and
the workorder, correct?
Thank you for helping to answer my question.
PS is it true that there are
significant differences in workflow between openmaint 1.0 and 1.1? When I watch
the instructional videos on youtube, the workflow form seems to be quite
different from the one in I see in 1.1
Hello,
during the Assignment step of the maintenance request, to which team are you sending the workorder? Is the "CMDBuild group" attribute of that Team correctly filled with the name of a login Group? If you login with a user of that Group you should see the Workorder, provided that you have also set the appropriate permission for that Group on the Workorder process from the Administration module (Users and Groups section > Permissions > Processes).
If you login as an administrator and check the list of the workorders you should be able to see to which role the workorder has been forwarded (see the attached screenshot).
Regards
CMDBuild Team
screenshot-from-2017-09-18-10-41-57-png (65.2 KB)
Previously Tecnoteca wrote:
Hello,
during the Assignment step of the maintenance request, to which team are you sending the workorder? Is the "CMDBuild group" attribute of that Team correctly filled with the name of a login Group? If you login with a user of that Group you should see the Workorder, provided that you have also set the appropriate permission for that Group on the Workorder process from the Administration module (Users and Groups section > Permissions > Processes).
If you login as an administrator and check the list of the workorders you should be able to see to which role the workorder has been forwarded (see the attached screenshot).
Regards
CMDBuild Team
Hi, thank you for answering my question.
Yes, I have filled the attribute correctly with the name of the login group (Workers1). In addition I have checked the permissions of Workers1 and all the process permissions are set to Default (I can see three settings: None, Default, and Def. + R.).
However, when have generated the workorder from the helpdesk’s account, I then cannot see any workorders when I login with a user from Workers1. Regardless of whether I use the ‘Approve, register workorder’ or ‘Approve, continue with WO generation’, the workflow seems to proceed straight to the closure stage, without actually involving the teams. When I view the emails tab in openmaint, I can see the emails being sent out to team members, but I don’t receive any emails at the corresponding accounts.
I have tried two different routes to registering maintenance requests. I have tried filing a request with a Guest user account, then approving it with a Helpdesk user account. Alternatively I have tried handling the entire process through the admin account. Both do not seem to send the workorders to the teams. Usually only the helpdesk is listed in the place that you highlighted in your screenshot.
Is there any possible reason for this? Thank you for your help!
Could you please send me a screenshot of what you see in the workorders page when you login as admin?
When you generate the workorders is the "Simplified WO" flag checked or unchecked?
Regards
CMDBuild Team
Previously Tecnoteca wrote:
Could you please send me a screenshot of what you see in the workorders page when you login as admin?
When you generate the workorders is the "Simplified WO" flag checked or unchecked?
Regards
CMDBuild Team
Hi, thank you for answering so quickly.
After spending a lot of time on the problem, I have solved
it partially. It was a bit tricky because like I mentioned earlier, the
interface for 1.1 is different from the 1.0 interface shown in the youtube
instructional videos.
I can now view workorders if I do the following:
1.
File a maintenance request with a guest account
2.
Approval the request with helpdesk
3.
Select ‘Approve, continue with workorder
generation’ and uncheck the simplified workflow box
If I deviate from this method, then it will not work. For
example, if I use the ‘Approve, register workorder’, then I won’t be able to
see the workorder as a team member. Similarly, if I use the admin account
instead for the whole workflow, I also won’t be able to see the workorder.
What exactly is the purpose of the ‘Approve, register
workorder’ option? It seems to serve almost the same purpose as simplified
workflow, since it doesn’t involve the teams.
Hello,
the flag Simplified WO must be unchecked, otherwise the workorder will not be forwarded to the team. The Simplified WO option will generate the workorders but the helpdesk will be the one to register the information of the work, not the teams directly. This is the intended behaviour.
On the other hand you are totally correct that is not clear the difference between the options "Approve, register workorder" and "Approve, continue with WO generation", the labels should be more explanatory.
The "Approve, continue with WO generation" leads indeed to the step in which you can generate and forward the workorders.
The "Approve, register workorder" is a simplified option that allows you to register a job, possibly already done by the team, without generating a workorder. This is useful for companies that want a simpler way to register ticket oucomes.
Thank you for spotting the problem.
Regards
CMDBulid Team
