Out-of-the-box, Sugar allows you to filter by Process Status and search by the Process Definition Name while this is useful if you are wanting to search for a process triggered for example, last week, you could still end up needing to scroll through pages of data.

We at Sugabyte have created an installable package that simply put; adds new filter options to the ‘Process Management’ List View page. This add on will allow you to filter your processes by Record Name|Date Created|Date Modified|Process Owner. This enhancement will drastically reduce the amount of time and effort it takes to locate a process and therefore allow you to check / review and update users with a quicker turn around. No more endless scrolling!

The filters will work in the same logic as any other List View filtering in Sugar, in that the filter can be a single line or a combination of multiple filters and can be saved for future use.

More information on this package can be found here.

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Administrator users can access the Process Management page via Processes > Process Management or Admin > Process Management. This will show all processes that have been triggered and their current status.

Most statuses are self-explanatory. However, users often wonder what the difference is between “Terminated” and “Cancelled” Processes.

Terminated Processes

There are two scenarios that will cause Advanced Workflow to terminate a process.
– If a record that has triggered the Start Event of the process is later deleted, then the process will no longer continue and this will be marked as “Terminated” in the Process Management view.
– Advanced Workflow will set a process to terminated if the record that triggered the Start Event of the process meets the “Terminate Clause” configured by an admin user within the Process Definition.

A Terminate Clause can be set up/amended/reviewed by right-clicking in the Design Canvas of the Process Definition and selecting “Process Definition”. Enter a criteria in the “Terminate Process” area. In the example below the process is set up to terminate if at any point the Lead Status is equal to “Converted” or “Dead”.

Cancelled Processes

There is only one scenario that causes a process to be cancelled and that is if an admin user manually cancels the process via the Process Management page which could be for any number of reasons.

It is imperative to know the difference between the process statuses when troubleshooting why a record did not update as expected.
For example, if the Process Status is highlighted as “Terminated” on the Process Management page, it is then known that either the record that triggered the process was deleted or the Terminate Clause was met. A good tip to identify immediately if the record was deleted or if the Terminate clause caused the process to terminate is to check if the “Record Name” in the process management page is populated or empty. If empty then the record has been deleted.
If the Status is highlighted as “Cancelled”, then it is known that this decision was made by an admin user making the decision to not allow the process to continue.

If you would like more information on the differences between Terminated and Cancelled Processes, please contact us using the below button.

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The below example will show how to build the process definition mentioned.

Step 1 – Create the Process Definition record where the target module equals Quotes.

Step 2 – Set up the start criteria of this process, it’s important to ensure that the start criteria is as specific as possible so that that the process does not trigger unnecessarily.
For our example, we set up the criteria to apply to new records only where the Discount Total Percentage is greater than or equal to 20. 

Step 3- Enter the Approve/Reject Activity. 

Step 4 – Select the User/Team that should approve this discount.
Here there are several options to choose from, the Assignment Method can be:

• Static Assignment – This means that one process user is selected to approve/reject the discount.
• Round Robin – This means that the activity will be sent to users on a selected Team in a round robin fashion.
• Self Service – This means that the activity will sit in the processes dashlet for users of a specified team awaiting for one of the users to take ownership and either approve or reject the activity.

For our example Self Service has been selected for the Global Team.

Step 5- Tell the process what steps to take based on the outcome of the activity. In the example if the discount is approved then a checkbox is updated on the Quote record, if however the discount is rejected then the description of the Quote record is updated to reflect this decision.

Within the process, a gateway needs to be entered to read the response of the activity form and ensure that the process continues along the correct flow.

The Process Definition is complete and can be set to enabled, this will then trigger as soon as the start criteria are met.

Please contact us by clicking the below button if you would like further guidance on how to build this Process Definition.

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What’s the difference between an Activity and Action?

Activity: An activity is used to gain a response from the next sequential user. This is useful when records need approval from a certain team.

Action: An action is used to simply reassign the Sugar record to the next sequential user on a certain Team.

The main difference between activities and actions to remember are that Activities always require user interaction whereas Action events are automated occurrences and do not require a users’ input.

See below examples of where the Round Robin logic can be used:

Round Robin – Activity

In the below Process Definition the Lead record will be routed to the Team ‘Sales’ to review the newly created Lead.

1. A new Lead is created
2. The Activity is created and in the ‘Forms’ option ‘Route’ is selected. 
3. Within the ‘Users’ option the Assignment method ‘Round Robin’ is selected and the chosen Team is entered, in our case ‘Sales’. 
4. The complete Process Definition will look like the below and when enabled will route any new Leads to the Sales Team for review.  

Round Robin – Action

In the below Process Definition any new Leads that are created with a Lead Source of ‘Trade Show’ will have already had an element of review and so will be automatically distributed to the ‘Call’ Team to begin working with the Leads straight away.

1. A new Lead is created where the Lead Source equals ‘Trade Show’
2. An Action event is created and the action type ‘Round Robin’ is selected.
3. In the settings of the Round Robin, the Team ‘Call’ is selected and the checkbox to update the “Assigned To” on the record is ticked.
4. The complete process will look like the below and once enabled will automatically reassign all Lead records where the Lead Source equals ‘Trade Show’ to the ‘Call’ Team to begin working with the Leads straight away. 

The post Round Robin Activities and Actions with SugarCRMs’ Advanced Workflow appeared first on Sugabyte.

Example Workflow:

An example of where this may be used within an Organisation is when a discount is to be applied and depending on the discount amount approval is required.

Example: The example workflow below demonstrates: if a new Quote is created with a discount of 1k or above then this required approval by Jim. If the discount is below 1K then no approval is needed and so the flow comes to an end.

When a record requires a users approval/rejection then this will display in their Processes List View or it will show in the Process dashlet.

The user can then formally indicate their approval or rejection by executing the process. When the user executes the process an Approvals Action menu will show in the record.

Please note: The action menu will only display when the record is accessed by the Processes dashlet or Processes List View.

From the Action menu the user has the following options:

• Approve – This will allow the process to continue along the approval path
• Reject – This will allow the process to continue along the rejection path
• Edit – Edit the fields on the record that needs to be approved
• History – See the timestamped history of all transitions, user engagements and automated occurrences of the record
• Status – Display an image of the overall Process Definition
• Add Notes – Add in a note for users that will later engage with this process. Also, review any notes left by previous users.

The Process will be removed from the users’ Processes List View or Dashlet once the user has completed the action of approving or rejecting.

Sugabyte offers admin training courses specifically tailored around Advanced Workflow in SugarCRM.  Visit our training page for more information.

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