How to allocate responsibility for stages (aka automatically change the job holder)
To get the most benefit from the Glide system you should ensure that the job holder is always accurately set to the user that is responsible for the current progress on the job. Even if a job is set to one user on creation and then never changes it is still very much worthwhile having the correct job holder.
There are two ways to update the job holder on a job, the automatic way and the manual way, of course we would recommend you use the automatic method where ever possible.
Automatic changes to job holder:
Automatic changes to the job holder are controlled by the workflow action 'Set job sub-system holder'. To add in a change follow these steps:
- Firstly note that you need to be the superuser to edit workflow configuration.
- Click on the config menu.
- Click on edit workflow systems.
- Drill into whichever workflow system you wish to edit using the pencil icon.
- Click on the workflow routes tab.
- Scroll down to the workflow route you wish to edit and find the section headed workflow steps.
- You can change the current job holder when any of the workflow steps are run. The workflow steps will include a special step that is run when the job is created, [potentially] a special step that is run when a job is taken from the pool and a step for each of your blue progress buttons that users press on job cards to progress a job. These are the moments where you can choose to change your current job holder. Find the appropriate step and click on Create New Action. If there is already an action to set job sub-system holder then edit this one instead of creating a new one. There is no benefit in having two actions doing the same thing as one will simply override the other.
- In the action box choose set job sub-system holder
- In the option box choose who you want to become the job holder at this point. You will be able to choose from:
- Nobody -> this deletes the current job holder and leaves it blank.
- Pool -> this sets the current job holder as the pool. This job will now appear in the pool if you have activated it.
- A job position -> all of your active job positions will be available. This sets the current job holder to whoever is occupying the job position at that moment in time.
- A team -> all of your teams will be available.
- Click save to save the workflow action.
There are a couple of best practice tips to bear in mind when making these decisions.
- When setting the current holder to a position you need to be certain that the position will actually have a user in it otherwise the job holder will be set to empty. If you are setting to a position such as Partner or Manager where the policy is that all clients have one then this should not be an issue. If you are setting to a position that is populated during the course of the job or populated via an initial value but you have concerns that the field from which it inherits its initial vale itself may be empty then we recommend you do the following:
- Have a job field showing the value in the job position (can either be hidden or visible). You'll likely already have one but if not this guidance will help.
- Add a traffic light workflow action that blocks the progress button until your job field has been completed.
- Be particularly careful when setting the job holder on the job creation step. If you have a workflow action on the job creation step that puts a particular user into a job position or if a job position is populated on job creation via the initial value then you can also have a workflow action setting the job holder to that position, the system will complete the actions in the correct order to ensure your job is held by the correct user. However, if you need to manually allocate a user into a position via a drop down box on the job card then you can not be setting the job holder to this position on the job creation step.
- If you have jobs that already exist and the job holder is wrong you may be able to use the bulk operation tool to set the job holder in bulk.
Manual changes to the job holder:
There are two ways in which you can make manual changes to the job holder. If changes are likely to be infrequent and could always be made by a superuser or user with partner or manager role level then then can change be made in the edit job area. To find this click edit job on the job card (top right corner).
If manual changes are likely to be more frequent and possibly made by any staff member then you need a job field to show the current job holder. This will give you a drop down field on the job card. To add one of these follow these steps:
- Firstly note you need to be a superuser to do this.
- Click on the config menu.
- Click on the workflow elements tab.
- Scroll down to Custom job fields.
- Click to create a new field and choose the field type Job position.
- Enter the following information in the pop up:
- Name call this something like Current job holder
- Sub-system select the sub-system for which you are looking to create the field. Remember every sub-system has its own job holder so if you have multiple sub-systems you can create one of these fields for each.
- Initial value leave this blank. You can effectively set the initial value of the job holder already by having a set job sub-system holder workflow action on the job creation step.
- Visibility (card) Leave this on all.
- Job staff link set this to the option called 'Sub-system holder: [Sub-system name]'
- Order controls the order in which this drop down box is shown on the job card relative to other job fields. A field with a bigger order value will be shown below a field with a lower order value.
- Click save
- Click on workflow routes. Add this job field to any routes that you wish the field to appear on. To do this find the route and scroll down until you see the button Add job field click to add a field and your new field should be listed. Remember if you have multiple routes you will need to add the field separately to each one.