Improvements Add-on workflow
The Improvements Add-on includes a workflow through which all incidents and improvement suggestions are progressed for investigation, to either eliminate the chance of re-occurrence or to implement the improvement. Relevant subject experts are engaged through a customizable workflow to investigate and resolve reported issues.
Note: The term incident is used in the Nintex Process Manager help documentation for Improvements Add-on The Improvements Add-on enables you to report and manage incidents. items. In your Nintex Process Manager site, a Promaster A Nintex Promapp system administrator who administers a Nintex Promapp site and has rights to view and edit all areas of a Nintex Promapp site. can update this term from the Admin > Improvements > Other Configurations > Default improvement item label setting. Improvement Portfolio Managers can update this term only for their portfolios.
The workflow consists of the following application-based roles described in the table below, where each assigned user must complete their allocated work before it moves to the next stage.
| Role | Description |
|---|---|
| Incident Reporter | A user who determines that an incident has occurred, chooses the relevant portfolio in Nintex Process Manager and completes the applicable incident form. |
| Incident Assigner | A user who evaluates the nature of the incident, determines a priority (low, medium, high), and assigns to an Incident Owner for investigation. |
| Incident Owner | A user who investigates the incident background, records findings in Nintex Process Manager, determines actions required, and assigns actions to Incident Action Owners. |
| Incident Approver | A user who approves the action plan when satisfied with it. Once approved, the Incident Action Owners are notified via the dashboard. |
| Incident Action Owner | A user who completes the allocated actions, logs notes in Nintex Process Manager, and submits when actions are completed. |
| Incident Action Closer | A user who reviews completed actions to ensure they have rectified the issue, reviews and closes an incident once all actions are completed, and can decline if additional work is deemed necessary. |
What statuses are assigned to an incident and what do each of these statuses mean?
As an incident moves through the workflow from being reported to finally being closed its status changes from New to Closed in the following order:
| Incident Status | Description |
|---|---|
| New | The incident has been reported and is waiting for the Portfolio Manager or Incident Action Owners (if assigned) to assign it to an Incident Owner for investigation. |
| Under Investigation | The Incident Owner is currently investigating and assigning actions to Incident Action Owners to resolve the incident and waiting for the Portfolio Manager or Incident Approvers (if assigned) to approve the proposed Action Plan. |
| Under Action | The Incident Action Owners are addressing the assigned actions to resolve the incident. |
| Ready to Close | All assigned actions have been completed and the incident is ready to be closed by the Portfolio Manager or Incident Action Closer (if assigned). |
| Closed | The Portfolio Manager or Incident Action Closer (if assigned) has verified that all actions have been completed adequately and closed the incident. |
| Reopened | The Portfolio Manager or Incident Action Closer (if assigned) has reopened the incident after it was closed for further action. |
|
Reopened: Under Investigation Reopened: Under Action Reopened: Ready to Close |
The reopened incident moves through the steps with the same status as a new incident. |
Improvements Add-on workflow process map
The following process map describes the Improvement Portfolio workflow. Click on the process map to view details.