Business Process Properties

The Business Process is defined using following parameters:

• Approval Y/N:

The system provides an option to configure whether a task or ticket created under any business process requires approval. If the approval setting is enabled (set to Yes), then whenever a ticket or task is generated, it must be approved by a user who has the specific “Permission to Approve Tickets.” This ensures that critical processes such as Customer Complaints and Customer Enquiries go through proper validation before further action is taken.

When approval is required, the system allows additional features during the approval stage. If the options **“Allow Accounts”** and **“Allow Records”** are also set to True, the approver can attach relevant account information and supporting records during the approval process. During approval, the task will be assigned to the first process in its workflow, assigned to a process team (or user team) and a member of that team.

On the other hand, if the Approval property is set to No (False), then the approval gets integrated within the task creation and task creator will do the actions described in “Approval” above.

This mode is especially suitable for business processes such as Internal Communication, where the task creator assigns the task.

• Gantt Chart

This will allow creating a Gannt Chart for the task or Ticket under this business process.

• KANBAN Chart

The KANBAN chart serves as a basic visual control tool for managing tasks within any business process. This should be enabled for all business processes, as it primary communication and visual control.

The system does allow the option to disable the KANBAN chart in rare situations—primarily when a user prefers to use only the Gantt chart for visualizing timelines. However, disabling the KANBAN chart comes with significant limitations. If the KANBAN chart is not selected (disabled), the system will not support the assignment of tasks to teams or individual team members. As a result, essential features such as task tracking, internal communication, and follow-ups will also not be available.

Additionally, any task created under a business process that does not have the KANBAN chart enabled will not appear on the KANBAN board, which may lead to poor visibility and coordination among users and teams.

• Allow Product Groups

Enabling product group will add product group selection while creating task (or ticket) for the business process.

The system handles product selection differently for Customer Complaints and Customer Enquiries based on the nature of the interaction.

When a customer is lodging a complaint, the process requires the customer to first select a Product Group, such as Washing Machine, Refrigerator, or Microwave. After selecting the product group, the customer can then choose the specific product model they are complaining about. This step is essential because it ensures the complaint is linked to an exact product, which helps service teams resolve the issue faster and with greater accuracy.

However, in the case of a Customer Enquiry, the selection of a Product Group is not mandatory. This is because a customer may be enquiring about multiple products at once, such as a combination of kitchen appliances or a full home solution. Forcing a product group selection in this context would unnecessarily limit the customer’s ability to express interest across different categories, and might cause inconvenience.

Therefore, while Product Group selection can be added for Customer Complaints, it is not for Customer Enquiries, allowing more flexibility in the enquiry process and enabling the customer to browse or enquire about multiple products without restrictions.

• Allow Products

For a customer to make a complaint he should first select product group and then a product.

For a customer to make an enquiry, he should be able to select multiple products without selecting a product group.

• Allow Accounts

When releasing purchase order, it will be released to a company or an “Account”.

Similarly for a customer enquiry, an Account can be assigned while approving enquiry, if account already exists or during follow-up when account is created.

• Allow Records

The Records (quotation, invoices, purchase orders etc.) feature allows users to attach important business documents such as Purchase Orders, Quotations, Invoices, Credit Notes, Debit Notes, and similar documents to a ticket or task within that business process.

This option should typically be enabled for business processes like Customer Enquiries, or any other workflow where referencing or attaching such records is necessary. Attaching these records helps in maintaining complete context and ensures all relevant information is easily accessible during communication, approvals, or decision-making.

When records are attached, users with appropriate permissions will be able to view these documents directly from the ticket or task. The system displays them in a print preview format, which uses the default print layout that was configured during the Customization stage of the setup.

• Without Login

If this option is set to true (enabled), this business process tickets can be added without login by anonymous visitors. Though a link in this respect has to be provided on login page for the same. This is suitable when company wants to allow site visitors to raise a ticket or enquiry even without logging in. This is especially useful when a customer is visiting your website or landing page and wants to ask something or report an issue quickly, without the need to create an account or log in.

For example, in the Customer Enquiry process, a customer may want to ask about the price, availability, or features of a product. They can simply fill out the enquiry form, select the product (if needed), and submit it — all without logging in.

• Priority set

Here you assign the priority set (created earlier) to the business process so that it uses the appropriate priority terminology in assigning criticality of the task / ticket.

• Disabled

Application comes with some predefined business processes. If you do not want to use them, just disable them instead of deleting them.

It is possible to have no business processes during installation. You can easily rename a business process and change its configuration.