Jump-in and jump-out nodes

Introduction to jump-in and jump-out nodes

Jump-in and jump-out nodes are used to link workflows in order to implement business processes which involve several teams working according to their own processes. A jump-out node allows to leave the current workflow and enter a another one. The case can enter the other workflow either at the start node or at a jump-in node. Jump-out nodes can be configured to be executed automatically when a case reaches the node or as a manual activity displayed in the Web Client. Jump-in nodes are always automatic, similar to start nodes.

An example of a process chain consisting of several workflows linked using jump nodes is an IT help desk process which involves three teams: 1st, 2nd and 3rd level support. Each team has its own workflow and it can pass cases to another team if required. Usually, the 1st level team receives the case and hands it over to the 2nd level team if it cannot resolve the problem. The 2nd level team can either resolve the problem and return the case to the 1st level team to communicate it to the customer, or hand over the case to the 3rd level team.

Best practice

Use separate workflows and hand over cases using jump-in and jump-out nodes if the process involves several teams with different access permissions. Each workflow is assigned to its own queue, which allows you to create separate roles.

It is easier to maintain several small workflows compared to one huge workflow.

Available settings for jump-in nodes

The following settings are available for jump-in nodes:

Path:
Read-only. The path to the jump-in node within the workflow. Used to reference the jump-in node in scripts.
Technical name:
Mandatory. The technical name of the jump-in node.
Label:
Optional. The localized name of the jump-in node which is displayed in the case history in the Web Client.
Description:
Optional. The localized description of the jump-in node. Not displayed in the Web Client.
Script:
Optional. Script which is executed when the case enters the jump-in node.
Overlay:
Optional. Select the overlay which should be displayed on the case icon after the case passed the jump-in node. You can choose one of the default overlays or upload you own overlay (PNG file, 16 x 16 px).
Overlay range:
Optional. Only displayed if an overlay has been selected. Determines how long the overlay is displayed on the case icon:
- Activity: The overlay is displayed while the case waits behind the activity. As soon as the next activity is executed, the overlay is removed from the case icon.
- Scope: The overlay is removed when the case leaves the scope.
- Process: The overlay remains at the case icon for the rest of the process.
- Next overlay: The overlay remains at the case icon until a new overlay appears. In that case, the old overlay is removed and the new overlay is shown.
History visibility:

Mandatory. Defines on which detail levels the execution of the element is shown in the case history in the Web Client.

The possible values are:
- Default
  The display of the execution depends on the global setting (see Case history) for the respective activity type:
  - Manual activity or activity with overlay executed
  - Activity executed after escalation
  - Automatic activity executed
  This is the default value.
- Only high detail level
  The execution is displayed if High is selected.
- Medium and high detail level
  The execution is displayed if Medium or High is selected.
- All detail levels
  The execution is always displayed.
- Hide on all detail levels
  The execution of the activity is never displayed.
Skip update event:
Mandatory. Defines whether the case is updated after executing the workflow element. By default, an update event is triggered to update the case. If there is a chain of elements, you should avoid triggering an update operation after every single element. Select this checkbox for all elements except for the last one to update the case only once, after the last workflow element.

Available settings for jump-out nodes

The following settings are available for jump-out nodes:

Path:
Read-only. The path to the jump-out node within the workflow. Used to reference the jump-out node in scripts.
Technical name:
Mandatory. The technical name of the jump-out node.
Label:
Optional. The localized name of the jump-out node which is displayed in the list of workflow activities (only manual jump-out nodes) and the case history in the Web Client.
Description:
Optional. The localized description of the jump-out node. For manual jump-out nodes, this description is displayed when hovering the jump-out node in the list of workflow activities in the Web Client and CM/Track.
Type:
Mandatory. Determines how the jump-out node is executed.
- Automatic: The jump-out node is executed immediately after the previous activity.
- Manual: The jump-out node is executed by a user. It is displayed in the list of workflow activities in the Web Client and a user needs to execute the respective workflow activity.
Target queue:
Mandatory. The name of the queue to which the case is handed over.
Target jump-in node:
Optional. The jump-in node where the case enters the workflow in the selected queue. If no jump-in node is selected, the case enters the workflow at the start node.
Script:
Optional. Script which is executed when the case enters the jump-out node.
Visibility script:
Optional. Only available for manual jump-out nodes. Script which is executed to determine if the jump-out node is displayed in the Web Client or CM/Track. The script has to return true or false. It is executed after the previous activity has been performed. If the script returns true, the jump-out node is displayed, if it returns false, it is not displayed.
Overlay:
Optional. Select the overlay which should be displayed on the case icon after the case passed the jump-out node.
Overlay range:
Optional. Only displayed if an overlay has been selected. Determines how long the overlay is displayed on the case icon:
- Activity: The overlay is displayed while the case waits behind the jump-out node. As soon as the next activity is executed, the overlay is removed from the case icon.
- Scope: The overlay is removed when the case leaves the scope.
- Process: The overlay remains at the case icon for the rest of the process.
- Next overlay: The overlay remains at the case icon until a new overlay appears. In that case, the old overlay is removed and the new overlay is shown.
Expose to customers:
Optional. Only available for manual jump-out nodes. If selected, the jump-out node is displayed as a workflow activity in CM/Track. Visibility scripts and activity forms also work in CM/Track.
Sort index:
Mandatory. Only available for manual jump-out nodes. Defines the position of the jump-out node in the list of workflow activities in the Web Client. Only relevant for manual jump-out nodes.
History visibility:

Mandatory. Defines on which detail levels the execution of the element is shown in the case history in the Web Client.

The possible values are:
- Default
  The display of the execution depends on the global setting (see Case history) for the respective activity type:
  - Manual activity or activity with overlay executed
  - Activity executed after escalation
  - Automatic activity executed
  This is the default value.
- Only high detail level
  The execution is displayed if High is selected.
- Medium and high detail level
  The execution is displayed if Medium or High is selected.
- All detail levels
  The execution is always displayed.
- Hide on all detail levels
  The execution of the activity is never displayed.
Skip update event:
Mandatory. Defines whether the case is updated after executing the workflow element. By default, an update event is triggered to update the case. If there is a chain of elements, you should avoid triggering an update operation after every single element. Select this checkbox for all elements except for the last one to update the case only once, after the last workflow element.