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OTOBO Ticket System – Process Management
The OTOBO Process Management module enables the graphical modeling, automation, and monitoring of your business processes. From request intake to final approval, clearly defined procedures ensure higher efficiency, lower error rates, and transparent workflows.
Table of Contents
Section titled “Table of Contents”- Benefits at a Glance
- Creating and Editing Processes
- Activity Types – Details & Screenshots
- Transitions and Actions
- Export & Import
- Best Practices & Tips
Benefits at a Glance
Section titled “Benefits at a Glance”- Consistency: Standardized procedures minimize manual errors.
- Traceability: Every step is documented; logs can be audited.
- Automation: Automatic transitions and actions accelerate the process.
- Integration: External services and user inputs are integrated seamlessly.
Creating and Editing Processes
Section titled “Creating and Editing Processes”- Open Module: Navigate to Processes & Automation → Process Management.
- Create New Process: Clicking Add Process opens the canvas.
- Name & Description: Give your process a unique name and a brief note on its purpose and scope.
- Save & Deploy: After modeling, click Save & Deploy so that tickets can use the new process.
Activity Types – Details & Screenshots
Section titled “Activity Types – Details & Screenshots”flowchart TD
%% Process Management – General Overview
Start([Start]) --> CreateProcess[Create new process]
CreateProcess --> ScriptTask[Configure Script Task]
ScriptTask --> ServiceTask[Configure Service Task]
ServiceTask --> UserTask[Configure User Task]
UserTask --> DefineTransitions[Define transitions]
DefineTransitions --> DefineActions[Configure transition actions]
DefineActions --> Deploy[Deploy process]
%% Ticket flow
Deploy --> TicketCreated{Ticket created}
TicketCreated --> ExecuteScript[Execute Script Task]
ExecuteScript --> CheckCondition{Condition met?}
CheckCondition -->|yes| ExecuteService[Execute Service Task]
CheckCondition -->|no| HandleError[Error handling & log]
ExecuteService --> ShowUserTask[Show User Task]
ShowUserTask --> EndSuccess[Process completed]
style Start fill:#a6a,stroke:#333,stroke-width:1px
style EndSuccess fill:#6a6,stroke:#333,stroke-width:1px
style HandleError fill:#a66,stroke:#333,stroke-width:1px
Script Task Activity
Section titled “Script Task Activity”Execute OTOBO-native scripts, e.g., for data preparation.
Key Fields:
- Name of the activity
- Script selection
- Parameters (key/value pairs)
Service Task Activity
Section titled “Service Task Activity”Call external web services and process their responses.
Key Fields:
- Web service selection
- Invoker configuration
- Timeout & error code
User Task Activity
Section titled “User Task Activity”Involve agents or customers to make decisions or provide additional information.
Key Fields:
- Activity dialog
- Mandatory fields
- Visibility (Agent / Customer)
Transitions and Actions
Section titled “Transitions and Actions”Between activities, you define Transitions (conditions for process flows) and Transition Actions.
- Create Transition: Draw an arrow from one activity to the next.
- Define Condition: e.g.,
DynamicField_Status = 'approved'. - Add Actions: Under “Actions” you can:
- Change queue
- Adjust owner
- Trigger email notification
Export & Import
Section titled “Export & Import”Share your process definitions with team members or other instances:
- Export: Process → Export JSON
- Import: Import Process and upload the JSON file
Prerequisite: All referenced queues, roles, and dynamic fields must exist in the target environment.
Best Practices & Tips
Section titled “Best Practices & Tips”- Activate Test Mode: Use the Test Mode to check workflows without affecting actual tickets.
- Modular Processes: Break down extensive workflows into sub-processes for better maintainability.
- Versioning: Create a new version for every release – this keeps previous workflows intact.
- Detailed Descriptions: Maintain meaningful comments for every activity and transition.
- Monitoring & Logs: Enable extended output in daemon logging to monitor workflows during operation.
Frequently asked questions
What is OTOBO Process Management and what are its core benefits?
OTOBO Process Management is a powerful module designed for graphically modeling, automating, and monitoring business processes within the OTOBO ticket system. It guides service agents and customers through predefined workflows from the initial request to final approval, ensuring consistency and reducing human errors. By standardizing procedures, it minimizes manual mistakes and ensures every step is documented for auditing purposes, enhancing traceability. The module also accelerates workflows through automatic transitions and actions, and allows seamless integration with external services and user inputs. This leads to higher efficiency, transparent workflows, and improved service delivery.
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How do I create and deploy a new process in OTOBO?
To create a new process in OTOBO, first navigate to the Processes & Automation → Process Management module within the administration interface. Here, you'll find the option to Add Process, which opens the graphical canvas where you can begin modeling your workflow. It's crucial to give your process a unique and descriptive name, along with a brief note explaining its purpose and scope. Once you have designed your process with various activities and transitions, you must click Save & Deploy. This action makes the new process active and available for use by agents and customers to start process tickets, ensuring your defined workflows are put into practice.
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What are the different activity types available in OTOBO Process Management and how are they used?
OTOBO Process Management offers three primary activity types to build comprehensive workflows:
- Script Task Activity: This type allows you to execute OTOBO-native scripts, typically used for data preparation or backend operations. You configure it by selecting a script and providing key/value parameters.
- Service Task Activity: Designed for integration, this activity calls external web services and processes their responses. Key configurations include selecting the web service, configuring the invoker, and setting timeouts or error codes. This enables seamless interaction with other systems.
- User Task Activity: This activity involves human interaction, prompting agents or customers to make decisions or provide necessary information through a dedicated dialog. You define the activity dialog, specify mandatory fields, and control its visibility for agents or customers.
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How do Transitions and Transition Actions control the flow of a process ticket?
Transitions in OTOBO Process Management define the conditions under which a process ticket moves from one activity to the next, effectively controlling the workflow's path. You create a transition by drawing an arrow between two activities on the canvas. For each transition, you can define specific conditions, such as DynamicField_Status = 'approved', which must be met for the ticket to proceed. Additionally, Transition Actions can be configured to execute specific operations when a transition occurs. These actions can include changing the ticket's queue, adjusting its owner, or triggering an email notification, automating subsequent steps and ensuring the process flows smoothly according to predefined rules.
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What are the best practices for effectively using OTOBO Process Management?
To maximize the effectiveness of OTOBO Process Management, several best practices are recommended. Always Activate Test Mode to thoroughly check your workflows without impacting live tickets, ensuring everything functions as expected before deployment. For complex workflows, consider creating Modular Processes by breaking them down into smaller, manageable sub-processes, which improves maintainability and clarity. Implement Versioning for every significant release, preserving previous workflows and allowing for rollbacks if needed. Maintain Detailed Descriptions for all activities and transitions, making your processes understandable for all team members. Finally, enable extended output in daemon logging for Monitoring & Logs to effectively track and troubleshoot workflows during operation.
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How can I share or migrate process definitions between OTOBO instances?
OTOBO Process Management facilitates sharing and migrating process definitions between different team members or OTOBO instances through its Export and Import functionalities. To Export a process, simply navigate to the process you wish to share, then select Process → Export JSON. This generates a JSON file containing the complete definition of your process. To Import a process into another OTOBO instance, use the Import Process option and upload the previously exported JSON file. It is crucial to note a prerequisite: all referenced queues, roles, and dynamic fields used within the process must already exist in the target environment for a successful import, ensuring the process can function correctly.
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