Shape icons in a flow

Shape icons in a flow give a visual indicator of how a shape is configured. You can use shape icons to quickly review the functionality of a flow without having to open the individual shapes.

• Flow shapes

  A shape in a flow represents a task that a user or application completes as part of a business process. By connecting different types of shapes in a flow, you can define the path that a case follows from creation to resolution.

• Setting a service-level agreement for the Assignment Service shape

  You can associate a service-level agreement with the Assignment Service shape in a flow. By defining goals and deadlines, you can set expectations for the time that it takes an external system to complete a single task in the process.

• Responding to business exceptions in a flow

  You can use a ticket in a flow to respond to business exceptions, errors, or events that you define. By moving a case to a specific point in a flow, you can ensure that additional processing occurs so that the case is not left in an incomplete state.

• Calling one process from another process

  You can add a subprocess to a process in a stage to call an existing flow in your application. By using subprocesses, you can compartmentalize functionality and simplify the presentation of a process in a case type.

• Changing case statuses

  Communicate to stakeholders how a business process moves towards resolution, by changing the case status in the life cycle. For example, you can assure the stakeholders that the case advances within the time frame.