step type

When adding/editing workflow steps to an SLA, you must select a Step Type, as the step type defines how this step will impact on the workflow.

The basic Step Types are:

  • Basic
  • Approval
  • Notification
  • Acceptance
  • Dispatch
  • Estimating
  • Scheduling
  • Verification
  • Survey

Distinction can be made between simple "one-shot execution" steps, and steps that require a response from a user.

  • Examples of simple steps are notifications (no user response is required).

  • Examples of steps with response are: approvals, acceptances, and estimates. These require a response from a user.

Steps with a response are divided in Actions and Acceptances. The difference lies in the type of response.

  • Action steps can be confirmed or rejected. Both can affect the basic status . When a user rejects a step, the basic status will always be set to the rejected status. This means that the process will end. In most cases, the confirm will not change the basic status; the next step is invoked.

  • Acceptance steps never affect the basic status. They are only used to assign responsibility. An acceptance will assign the user to this request. A decline does not change the basic status.