Workflow Configuration

Workflow Configuration controls review paths, stage movement, assignment, SLA monitoring, and approval-style operating controls for business records.

Use workflow setup when the organisation needs a record to move through defined stages instead of being completed in one step.

Workspace Reference

Workspace	How Users Reach It	What Users Usually Do There
Workflow	Administration -> General Setup -> Workflow	Create workflow templates, stages, transitions, assignments, and SLA behavior.
Approval Configurations	Administration -> Access -> Approval Configurations	Use approval controls when the record only needs approval levels rather than full stage movement.
Service Workspaces	The module where the record is created, such as Events, Documents, Loans, Billing, or Inspections	Move records through the workflow actions exposed to the user.
Dashboard Or Work Queues	Dashboard and assignment views where available	Review pending, assigned, overdue, or returned workflow work.

Workflow Templates

A workflow template defines the overall flow for a business record type.

Important template fields include:

• Entity: the type of record the workflow applies to.
• Template Name: the user-facing workflow name.
• Status: draft, active, or archived.
• Description: explains the purpose and intended use of the workflow.

Keep templates in draft while designing and testing. Activate them only after the stages, transitions, permissions, and notifications have been reviewed.

Stages

Stages are the positions a record can occupy while it moves through the workflow.

Stage setup can include:

• Stage name and order.
• Initial, terminal, or failure meaning.
• Stage controls and presentation.
• SLA warning, breach, and escalation settings.
• Notification templates for SLA events.
• Optional automatic transitions when an SLA condition is reached.

The visual workflow map helps administrators confirm that the stage order and configured transition paths make sense.

Transitions

Transitions are the actions that move a record from one stage to another. They control the buttons or actions operators see during workflow processing.

Transition setup can include:

• Source and target stage.
• Transition label shown to users.
• Transition type such as normal progression, approval, rejection, or return.
• Presentation style, icon, and colour.
• Whether a reason or comment is required.
• Whether the action is available to a user in the current stage.

Use clear labels such as Approve, Return for Correction, Reject, Submit for Review, or Complete so users understand the effect before clicking.

Assignments And Instances

Workflow instances show records currently moving through a workflow. Assignments show work assigned or available to users.

Users may see assignment statuses such as open, claimed, completed, or returned, depending on the workflow. Administrators should review stuck or overdue work from the workflow monitoring views and resolve assignment issues before they block operations.

SLA Monitoring

SLA settings help the organisation track work that is waiting too long in a stage. Warning, breach, and escalation levels can notify users or move records where the workflow is configured to do so.

Do not configure automatic stage movement unless the operational consequence is understood. Some records should notify only and still require a human decision.

Common Mistakes

• Activating a workflow before testing the full stage path.
• Creating transitions that skip required review stages.
• Using unclear action labels that make approvals and returns confusing.
• Applying strict SLA automation to records that require human judgement.
• Forgetting to archive old templates after replacing them.

Good Practice

Design workflows around real internal controls. Test with a draft record, verify who can create, submit, claim, approve, return, reject, complete, and resolve items, then activate the workflow for live use.