Issue Workflow

You can use the basic or approval workflow to resolve issues. The Add a validation process for new issues to enforce the approval or rejection of the promotion of an issue once it has been analyzed or reviewed setting determines which workflow is used.

You can enable the validation process used to create all issues and templates, and you can change that preference for individual issues when you create the issue.

This task shows you how to:

See Also
Choosing Preferences
In Other Guides
Creating Issues

Use the Basic Workflow

When you do not use the approval validation process, the issue owner and assignees can use the maturity graph in the ID card to move the issue through its maturity states.

The maturity graph does not show the route or route task for the assignees.

  1. Create an issue. You must have the Author access role.

    In the Settings, disable the Enable the approval to ensure validation and review of this issue setting if it is enabled.

    Click Start to create the issue in the To Do state, of click Save as Draft to create the issue in the Draft state to continue defining it prior to sending it to any assignees.

  2. If not started in Step 2, click To Do in the maturity graph to promote the issue.
    Issue Management sends notifications to the assignees with details about the issue. If the assignee clicks the issue link in the notification, the issue opens in Collaboration and Approvals. In the route notification, the assignee can also click the route link or the task link.
  3. Issue assignees review the information provided in the issue. When ready to work on the resolution, clicks In Work in the maturity graph.
  4. When work on the issue resolution is complete, the issue assignee edits the issue information (properties, resolved items, or attachments as required), and clicks In Approval in the maturity graph.

    If the owner has enabled the Issue reached 'In Approval' state notification, Issue Management sends a notification to the issue owner.

  5. Issue owner reviews the information provided by the assignee.

    If the issue has been resolved, the issue owner (who has the Author access role) uses Route Management or Collaborative Tasks to approve the route task assigned to them. The Author can reject the task if additional work needs to be performed to resolve the issue.

    You must have the Leader access role to use the maturity graph to promote the issue to Completed.

Use the Approval Workflow

When you use the approval validation process, Issue Management creates routes with tasks when users are assigned to resolve or review an issue. The routes and tasks are indicated in the ID card by icons overlaid on the state name.

You can work within Issue Management, Route Management, Collaborative Tasks or Collaboration and Approvals to work with issues, routes, and tasks.

You could see any of these icons on a maturity state:

  • Check mark: the issue was approved for that state
  • X : the issue was rejected for that state
  • and : you need to approve () or reject ()
  • : someone else needs to approve the issue for that state before progress can continue

  1. To require all issues to use the workflow process, enable the Add a validation process for new issues to enforce the approval or rejection of the promotion of an issue once it has been analyzed or reviewed preference for the widget. For more information, see Choosing Preferences.

    This preference can be disabled for specific issues by the issue creator when using a blank form or template to create the issue.

  2. Create an issue. You must have the Author access role.

    If the widget preference is set, you can use any method to create the issue. All issues will use the workflow process.

    If the widget preference is not set, you can follow these steps to enable workflow processing for an issue:

    1. Use a blank issue to create the issue, or use a template with workflow enabled. If you create the issue by entering the name into the toolbar and the widget does not have the workflow enabled, you cannot use the workflow process for that issue.
    2. On the Finalize step, select Enable the approval to ensure validation and review of this issue.. If you do not enable the workflow now, you cannot add it later.
    3. Click Start to create the issue in the To Do state, of click Save as Draft to create the issue in the Draft state to continue defining it prior to sending it to any assignees.

  3. If not started in Step 2, click To Do in the maturity graph to promote the issue.
    Issue Management sends notifications to the assignees with details about the issue. If the assignee clicks the issue link in the notification, the issue opens in Collaboration and Approvals. In the route notification, the assignee can also click the route link or the task link.
  4. Determine if the issue should be worked on.

    • If the issue should not be worked on, for example, more information is needed or different people need to be assigned, click on In Work in the maturity graph.
      1. Enter a Reason why the issue is being rejected and define the actions issue owner must take to continue processing the issue.
      2. Optionally, attach one or more files that explains what the issue assignees must do. You can use Search 3DEXPERIENCE objects to search for an existing document, or Upload files to upload a document from your computer. For more information on using the attachment tools, see Managing Attachments.

        If you use Issue 3D Review, you can also add annotations (click ) or snapshot (click ).

      3. Click Reject.

        Issue Management demotes the issue to Draft, sends a notification to the issue owner. The issue owner can perform the defined actions, and then promote the issue to To Do and then to In Work.

    • If the assignees should start working on resolving the problem, click on In Work in the maturity graph.
      1. Enter a Comment with details.
      2. Optionally, attach one or more files that explains what the issue assignees must do.
      3. Click Approve.

        Issue Management promotes the issue to In Work.

  5. Assignees complete their work on the issue. Assignees can add attachments and enter comments explaining the actions they have taken. When ready, the assignee clicks In Approval in the maturity graph.
    Issue Management sends the issue owner a notification that the issue resolution is ready to be reviewed.
  6. The issue owner reviews the actions taken to resolve the issue.

    • If the solution does not solve the problem, click on Completed in the maturity graph and follow these steps:
      1. Enter a Reason that explains why you rejected the solution and define the actions the assignees must take to resolve the issue.
      2. Optionally, attach one or more files that explains what the issue assignees must do.
      3. Click Reject.

        Issue Management demotes the issue to In Work, sends a notification to the assignees, and the assignees must try to resolve the problem again.

    • If the solution is acceptable, click on Completed in the maturity graph and follow these steps:
      1. Enter a Comment.
      2. Optionally, attach one or more files that show the issue resolution.
      3. Click Approve.

        Issue Management promotes the issue to Completed.