Workflow

A workflow is the linear movement of tasks from beginning (task creation) to end (ticket approval and close) 

1. Generation: A work order is created based on client demand or recurring tasks. It's completion is either determined by a set date or set parameter being met. Subsequent ticket or tickets are created by dedicated agents, supervisors, or backoffice agents. 
2. Assigned: The ticket is distributed to an agent or agents responsible for the completing the task. If fulfilling a work order, a dedicated agent or supervisor will assign the ticket to an agent or to themselves after creating the ticket from the work order. 
3. Performed: The work is done on a job site with one or multiple visits. 
4. Review: The ticket with its worklogs, travel, and expenses is submitted for backoffice approval. 
5. Approval: The ticket and work associated with it are accepted.
6. OR Rejection: Due to mistakes or additional needs, the ticket is rejected and resubmitted to the original agent's or a new agent's workflow. 
7. Re-Submit: The agent submits the ticket again for approval. 
8. Approval: Work on the ticket is accepted, work stopped, and the ticket is closed.