Exploring the Workflow Transition Matrix

Before we explore the workflow transition matrix, let’s start with two key elements: statuses and actions.

A status is a step a case is in at a given time in a workflow. You can use statuses to view the current progress of your case. Administrators add and manage statuses, and each status can be associated with multiple workflows. A case can only be in one status at a time.

For example, our workflow cases will start in a status called Review. Once it is resolved, it will move to the Resolved status. If the reviewer needs more information, they can move the case to the Provide More Info status.

An action is an operation that users perform on a case. Administrators specify which actions are available for each status in a workflow, configure the actions, and specify which users have permissions to execute actions. In our Inquiry workflow, we will use actions such as Submit and Review to move cases from one status to the next.

The workflow transition matrix defines which actions are available for each status. This allows the implementation team to have complete control over the workflow process. For example, you might allow users to add comments for all statuses, but restrict the ability to attach files to certain statuses. You can add, remove, or modify actions within the matrix to tailor the workflow to your specific needs.

To understand how the workflow transition matrix works, let’s look at an example using the Inquiries workflow that we will be creating.

Notice the rows and columns have the same values: Review, Pending Adjustments, and so on. Each cell represents the intersection of the status at the start of an action (the row header) and the status once the action is complete (the column header).

For example, let’s say we have an action called Need More Info that moves a case from the Review status to the Provide More Info status. To do this, we would add the Need More Info action to the cell at the intersection of the Review (from status) to Provide More Info (to status). This is typically written as Review: Provide More Info.

Notice that in the image above, some cells have a pencil, while others have a plus sign. The pencil means that at least one action is available for this sequence. As an example, selecting the edit icon opens a dialog box showing the actions that move a case from the Review to the Pending Adjustments status. In this case, only one action (Assign) is available.

• A status is a step a case is in at a given time in a workflow.
• An action is an operation that users perform on a case.
• The workflow transition matrix defines which actions are available for each status.