HP Service Manager Process Designer for Help Desk

1. HP Service ManagerProcess Designer for Help Desk Workflow Transitions

2. Interaction Workflow

3. Interaction Transitions - 1 • Manual Transition to Closure (FCR) • Close Interaction • User Authorized to Close& • Not ESS & Not Service Catalog • Manual Transition to Closure • Close Invalid Request • User Authorized to Close • Manual Transition to Closure • Close Interaction • User Authorized to Close Default Transition to Categorization • Automatic Transition to Work In Progress • Status = Dispatched OR • Status = In Progress OR • Status = Resolved • Automatic Transition to Review • Status = Resolved

4. Interaction Transitions - 2 • Automatic Transition to Work In Progress • Status <> Resolved & • Status <> Callback • Automatic Transition to Categorization • Status = Categorize OR • Status = Assign WithdrawalProcessing • Manual Transition to Withdrawal • Withdraw • User Authorized to Update • Automatic Transition to Work in Progress • Status = In Progress OR • Status = Dispatched • Manual Transition to Closure • Close Interaction • User Authorized to Close

5. Interaction Transitions - ALL • Manual Transition to Closure • Close Invalid Request • User Authorized to Close • Manual Transition to Closure • Close Interaction • User Authorized to Close • Manual Transition to Closure (FCR) • Close Interaction • User Authorized to Close& • Not ESS & Not Service Catalog • Automatic Transition to Categorization • Status = Categorize OR • Status = Assign • Automatic Transition to Work In Progress • Status <> Resolved & • Status <> Callback • Automatic Transition to Work In Progress • Status = Dispatched OR • Status = In Progress OR • Status = Resolved • Automatic Transition to Review • Status = Resolved Default Transition to Categorization WithdrawalProcessing • Manual Transition to Withdrawal • Withdraw • User Authorized to Update • Automatic Transition to Work in Progress • Status = In Progress OR • Status = Dispatched • Manual Transition to Closure • Close Interaction • User Authorized to Close

6. Incident Workflow

7. Incident Transitions - 1 • Manual Transition to Closure • Close Incident • User Authorized to Close & Use Resolved Status = False Default Transition to Categorization • Manual Transition to Closure • Close Incident • User Authorized to Close OR User Authorized to Inactivate & Use Resolved Status = True • Automatic Transition to Recovery • Status = Resolved OR • Solution <> NULL & • Status = Work In Progress • Automatic Transition to Investigation • Status <> Categorize & • Status <> Assign & • Status <> Suspended • Automatic Transition to Review • Status = In Progress OR • Status = Dispatched

8. Incident Transitions - 2 • Automatic Transition to Categorization • Status = Assign OR • Status = Categorize • Automatic Transition to Investigation • Solution = NULL • Automatic Transition to Investigation • Status = Work In Progress

9. Incident Transitions - All • Manual Transition to Closure • Close Incident • User Authorized to Close & Use Resolved Status = False • Automatic Transition to Categorization • Status = Assign OR • Status = Categorize • Automatic Transition to Investigation • Solution = NULL Default Transition to Categorization • Manual Transition to Closure • Close Incident • User Authorized to Close OR User Authorized to Inactivate & Use Resolved Status = True • Automatic Transition to Recovery • Status = Resolved OR • Solution <> NULL & • Status = Work In Progress • Automatic Transition to Investigation • Status <> Categorize & • Status <> Assign & • Status <> Suspended • Automatic Transition to Review • Status = In Progress OR • Status = Dispatched • Automatic Transition to Investigation • Status = Work In Progress

10. Incident & Problem Task Workflow

11. Incident & Problem Task Transitions • Manual Transition to Closure • Close Task • User Authorized to Close & Priority > 2 • Automatic Transition to Active • Status = Work In Progress • Automatic Transition to Categorization • Status = Pending Review Default Transition to Active • Manual Transition to Cancelled • Cancel Task • User Authorized to Close • Manual Transition to Cancelled • Cancel Task • User Authorized to Close • Manual Transition to Closure • Close Task • User Authorized to Close

12. Problem Workflow

13. Problem Transitions - 1 • Automatic Transition to Investigation • Status = Work In Progress • Automatic Transition to Review • Status = Resolved • Automatic Transition to Resolution • Root Cause <> NULL & • Status = Work In Progress Default Transition to Categorization • Manual Transition to Abandonment • Abandon Problem • User Authorized to Close • Manual Transition to Closure • Close Problem • User Authorized to Close

14. Problem Transitions - 2 • Automatic Transition to Investigation • Status = Categorize OR • Root Cause = NULL & • Status = Work In Progress • Automatic Transition to Resolution • Status = Categorize OR • Status = Work In Progress • Automatic Transition to Categorization • Status = Assign OR • Status = Categorize • Manual Transition to Closure • Close Duplicate Problem • User Authorized to Close & • Duplicate of Problem <> NULL & • Duplicate Problems <> NULL

15. Problem Transitions - ALL • Automatic Transition to Investigation • Status = Categorize OR • Root Cause = NULL & • Status = Work In Progress • Automatic Transition to Categorization • Status = Assign OR • Status = Categorize • Automatic Transition to Resolution • Status = Categorize OR • Status = Work In Progress Default Transition to Categorization • Manual Transition to Abandonment • Abandon Problem • User Authorized to Close • Automatic Transition to Resolution • Root Cause = NULL & • Status = Work In Progress • Automatic Transition to Investigation • Status = Work In Progress • Automatic Transition to Review • Status = Resolved • Manual Transition to Closure • Close Duplicate Problem • User Authorized to Close & • Duplicate of Problem <> NULL & • Duplicate Problems <> NULL • Manual Transition to Closure • Close Problem • User Authorized to Close