Tickets and workflows


There are four types of tickets in the Ledger that are linked to workflows, as documented on Expert-Exchange or PS Tools:

In short, here is what each ticket type is for:

  1. TicketLog: monitor workflows; one by workflow instance
  2. TicketAction: monitor user actions; one by manual task (user action in the portal)
  • It will be linked automatically to the workflow it belongs to (the TicketLog of the workflow that contains it must exist)
  • There can be more than one TicketAction linked to the same workflow (TicketLog)
  1. TicketReview: monitor reviewed entries; one by reviewed item (by someone in a manual task)
  • It has to be linked explicitly to a TicketAction
  1. RemediationTicket: monitor remediation actions; one for one or mulitple TicketReview

Here is how they look like in the palette:
Palette tickets

1. TicketLog

The TicketLog is linked to a workflow if the following option is set.
In the Start component, enable the Ticket creation in the Ledger option of the Ticket tab:
TicketLog option Start component

Children workflows

Workflows can call other (children) workflows.
The TicketLogs of children workflows will be linked to their parent workflow's TicketLog.

For example, this standard review process' main workflow calls children processes (1 to many):
Workflow parent & children TicketLogs

This can be queried in views:
Views master detail tickets

Both the parent (master) and child (detail) workflows must have the option Ticket creation in the Ledger enabled, so that they both have a corresponding TicketLog, and so that hierarchical links can be created.

You can retrieve the recorduid of the TicketLog in the workflow fom the Output tab of the Start component:
Workflow ticketlog

2. TicketAction

A TicketAction represents an action in the (web) portal by someone, as opposed to other actions in a workflow that are automated (not requiring user interaction).

There are two occasions where a user action can occur in workflows:

  1. When a workflow is started (manually)
  2. When there is a manual task in the workflow

A TicketAction is linked to the workflow instance that contains it, via it's TicketLog.

1. Start

Starting a workflow can be a manual task (and often is).
But the associated TicketAction is not created by default, you will have to enable the dedicated option in the Ticket tab of the Start component, Create also the ticket action from the initial task which triggered the process creation:
Start manual action creation

The link between the workflow's TicketLog and the manual action starting the process can be queried in views:
Start ticketlog and ticketaction

To illustrate the same thing in another manner:
TicketLog ticketAction start alternative

You can retrieve the TicketAction's recorduid in the Output tab of the start component:
Workflow start ticketAction recorduid

2. Manual tasks

You can also add manual tasks in workflows, that will require an end-user interaction in the portal (unless it expires).
For example in a detailed (child) workflow:
Detail workflow manual task

To trigger the creation of a TicketAction associated with the manual task, you must enable the Creation of TicketAction option of the Ticket tab in the Manual activity item:
Ticket Action for Manual Task

The recorduid of the Manual Task's TicketAction can be retrieved in the Output tab:
Manual task ticketAction recorduid

3. TicketReview

The TicketReview holds the reviewed items; you will generally pass multivalued attributes from a Structure:
TicketReview entries

TicketReviews require a TicketAction to be linked to, so that the reviewed items can be put in context (who did the review, during which workflow).
To create a TicketReview, you will need the TicketAction's recorduid, as shown here:
TicketAction's recorduid for TicketReview

The link between the workflow's TicketAction and TicketReviews (one to many) can be queried in views:

TicketAction/TicketReview link in a view

TicketReview represents a review decision of an item of the Data Model. Because of that, TicketReview must be linked to one (and only one) reviewed item. Many item can be reviewed and linked to a TicketReview:

TicketReview reviewed items list

TicketReview reviewed item attribute

The link between the workflow's TicketReviews and the reviewed item (one to one) can be queried in views:

TicketReview/Reviewed item link in a view