One of the core components of ConSol CM is a powerful workflow engine. Hence, a process is represented in ConSol CM by a workflow. This is the technical representation of the consecutive steps which are required to fulfill all steps which should be performed during the business process.
Examples:
In an IT helpdesk environment, a workflow could consist of the steps:
New Ticket - Accept Ticket - Work on Solution - Inform Customer - Close Ticket.
In a sales process these steps could be:
First Contact: Lead - Second Contact: Opportunity - Contract Candidate - Contract.
The workflow containing all required steps runs in a workflow engine. In this manual you will get to know the details about all components of a workflow and how to use them to build the workflow which represents your business process.
A workflow ...
The case or request which has to be dealt with is represented by a ticket, i.e this is the object which passes through the workflow.
The following picture shows the graphical representation of a simple help desk process.
Figure 2: Graphical representation of a simple business process (IT helpdesk)