FaultResolution workflow

FaultResolution is the WebSphere MQ Workflow process corresponding to the IBM WebSphere Business Integration Collaboration for Fault Resolution. This MQWF process takes a TroubleTicket input, and returns no output.

Process model

The following diagram shows the process model for the FaultResolution workflow:

Diagram showing the process model for this workflow.

Activity details

The FaultResolution workflow contains the following activities:

Input Assigned Technician

Description: This activity encompasses the actions taken by a person to assign a technician to a  trouble ticket.

Program name: InputAssignedTechnician

Input: TroubleTicket

Output:  TroubleTicket

Start type: Manual

Staff: All people

Program execution server: None

Activity names in use case:

Assign Technician

Description: This activity encompasses the processing that is completed by the system in order to assign a technician to a trouble ticket.

Program name: AssignTechnician

Input: TroubleTicket

Output: TroubleTicket

Start type: Automatic   

Staff: Process starter

Program execution server: InterChange Server

Activity name in use case: Add billable item

Input Estimated Time to Repair

Description: This activity encompasses the actions taken by a technician to enter the estimated time required to complete a repair.

Program name: InputEstimatedTimeToRepair

Input: TroubleTicket

Output:  TroubleTicket

Start type: Manual

Staff: All people

Program execution server: None

Activity names in use case:

Update TroubleTicket

Description: This activity encompasses the processing that is completed by the system in order to update an existing trouble ticket.

Program name: UpdateTroubleTicket

Input: TroubleTicket

Output: TroubleTicket

Start type: Automatic   

Staff: Process starter

Program execution server: InterChange Server

Activity name in use case: Add billable item

Input Root Cause

Description: This activity encompasses the actions taken by a technician to enter a root cause for a trouble ticket.

Program name: InputRootCause

Input: TroubleTicket

Output:  TroubleTicket

Start type: Manual

Staff: All people

Program execution server: None

Activity names in use case:

Fix the Trouble

Description: This activity encompasses the actions taken by a technician to fix the problem for a trouble ticket.

Program name: FixTrouble

Input: TroubleTicket

Output:  TroubleTicket

Start type: Manual

Staff: All people

Program execution server: None

Activity names in use case:

Program details

The following table shows the program details for the FaultResolution workflow.

Program details
Name Input Output Invoked program Command line arguments
InputAssignedTechnician TroubleTicket TroubleTicket nevercalled.exe -
AssignTechnician TroubleTicket TroubleTicket nevercalled.exe verb=Update
InputEstimatedTimeToRepair TroubleTicket TroubleTicket nevercalled.exe -
UpdateTroubleTicket TroubleTicket TroubleTicket nevercalled.exe verb=Update
InputRootCause TroubleTicket TroubleTicket nevercalled.exe -
FixTrouble TroubleTicket TroubleTicket nevercalled.exe -

Data structures

The data structures that the FaultResolution workflow uses are defined as CrossWorlds generic business objects (GBOs).

Data mapping

The following table shows the mapping between the data inputs and outputs of activities in this workflow.

Data mapping
Destination activity Input data
structure
Origin activity Output data structure Mapping specification
Input Assigned Technician TroubleTicket -   -
Assign Technician TroubleTicket Input Assigned Technician TroubleTicket TroubleTicket = TroubleTicket
Input Estimated Time To Repair TroubleTicket Assign Technician TroubleTicket TroubleTicket = TroubleTicket
Update Trouble Ticket TroubleTicket Input Estimated Time To Repair TroubleTicket TroubleTicket = TroubleTicket
Input Root Cause TroubleTicket Update Trouble Ticket TroubleTicket TroubleTicket = TroubleTicket
Fix the Trouble TroubleTicket Input Root Cause TroubleTicket TroubleTicket = TroubleTicket

Invoked collaboration objects

Activities in the FaultResolution workflow may invoke collaborations objects for application/information integration. The following table shows the type of collaboration objects that may be invoked by this workflow's activities.

Invoked collaboration objects
Activity Collaboration object Generic business object Verb
AssignTechnician TroubleTicketManager

TroubleTicket

Update

UpdateTroubleTicket TroubleTicketManager

TroubleTicket

Update

Copyright IBM Corp. 2002, 2003