Accepted
- There is a certain workflow associated with tickets.
- This workflow has many decision points.
- It can also evolve over time.
- The different stages of a particular ticket needs to be visible to various stakeholders of the system for various business operations.
- Analytics needs to be done on the current workflow state to identify pain points and improve it.
- It is important that data doesnt get lost between these different stages of the workflow
We need a worflow manager (orchestrator) with the following properties:
- state persistence
- timers and delays
- long running operations support
- ability to install process in arbitrary state - so manager can change state
- visibility - allows to view items on each state
- visibility - allows to view whole transitions/states history
For this we may use a third party workflow manager (e.g. Activity) or we can build a workflow manager of our own. We think it would be good to explore a third party solution if we need a quick solution, the same could be used for contract management as well. We need to still explore the different options to come up with a favourable solution.
- It will be much easier to manage and improve workflow without impacting the core components.
- With the increased visibility it would be easier to come up with process improvements.