Worked Example - Simple

Let's say you have a linear process like this for 'Report a Pothole':

Linear Process

The process as it stands means that irrespective of the size of the pothole or its priority the issue will always be passed to the same team and have the same SLA. But what if, having reviewed the details provided you could decide whether an inspection was required and thus treat small potholes differently from big ones. If we click on the plus symbol below 'Reviewing the details' step we can add a branch:

Adding a branch

When you do this you will see your first condition. We need to give this a name and also add a condition. Before we can do this we need to create the options for the condition. We do this using the 'Fields' tab:

Fields tab in process set up

Let's say we want three conditions around High, Medium, Low priority we can see the choices for these below:

Adding a choice field

When you first add a branch it appears like this.

The first branch

Clicking the purple 'branch' icon a further two times means we end up with three placeholders for our conditions:

Multiple branches

Now we need to add the condition for each. The condition for each based upon what we learned about conditions earlier will be:

Fields["PRIORITY"] == "Low"

Fields["PRIORITY"] == "Medium"

Fields["PRIORITY"] == "High"

E.g. the low one named and the condition added as follows:

Adding a condition for low priority

Now, before we add steps to the 'branches' in the process we need to make it so the user needs to set a choice as a part of completing the first step. We do this by clicking the edit icon on the 'Reviewing the details' step, clicking on the 'Fields' tab and selecting the Priority choice as being mandatory to complete the step:

Adding a mandatory field

Doing this ensures that the priority is always known and it thus knows which branch of the process to go down. It should look like this when added:

The mandatory field once added

Now when a user completes this step they will see this:

How the user selects the choice in the mandatory field and showing validation

All that is left to do now is set the steps you want within each branch:

Steps added to each branch

As we can see there are four steps and, in this case, all are specific to the branches they are linked to. These have their own SLAs, assigned to their own users and emails sent to the customer.

Note

If there is a common step that will exist below all branches then you would add it at the bottom below the branch rather than adding it three times i.e. once in each branch. In the above scenario, a different end step is relevant for each branch.