This tutorial will introduce you to the basics of interacting with the LogicGate platform by guiding you through the exercise of building a simple, three-step Process in LogicGate. This overview will include: constructing Workflows and Steps, defining Routing, creating Fields and Forms, establishing Roles, and setting-up Notifications. 

The Process created in this tutorial will be an Incident Management Process where users can submit incidents, which then get routed through a simple review and closure procedure.

NOTE: This tutorial assumes that you have a user account that has all Build Module Entitlements active. For full access to Build capabilities, please use Google Chrome, Firefox, Microsoft Edge, or Safari as your web browser throughout this tutorial. Additionally, if other members of your organization will also be practicing in LogicGate using this Tutorial, it is important to add an identifier to your Process Name, Job Names, and Role Names. We typically suggest adding your initials to each of these titles in order to differentiate these in your environment.

Create a Process

First, you will create a new Process to house all of the components that make up your Incident Management system. In LogicGate, a Process is a logical grouping of workflows that collectively solve a use case, such as Incident Management, Enterprise Risk Management, Vendor Risk, etc. 

  1. Using the menu along the top of the page, navigate to the Build -->Processes page, as shown in the following image.

2. The Processes screen is displayed. To create a new Process, click the New Process button in the upper left. 

3. In the pop-up modal that appears, enter ‘Incident Management’ as the Process Name. You can also choose a color and icon of your liking that will be used to display your Process on the Processes Dashboard. Click CREATE.

4. Your new Process will be created and you’ll be directed to the Workflow Canvas (as shown in the image below) to begin building your Workflows.

Create a Workflow

A Workflow is a combination of fields, steps, and logic that make up a particular object or item, such as an incident, risk, vendor, etc. Workflows live inside of a Process and are represented visually within LogicGate as a shaded box on the Workflow Canvas. 

5. As instructed on the Workflow Canvas, hold down the Shift button on your keyboard and then click anywhere on any white area of the screen to create a new Workflow. A pop-up modal will appear asking for input, as shown in the following image.

6. In the Workflow field, enter a Workflow name. For the purposes of this tutorial, call it ‘Incidents’. This is the label that will accompany this Workflow throughout LogicGate. In the Object Name field, enter ‘Incident’. This will be used as the prefix for the identifier of each item that moves through the Workflow (e.g., Incident-001). Click CREATE. You should now see something like what is shown in the image below.

Create Steps

Steps are steps in a Workflow where end-user actions occur (e.g., filling out a form, reviewing a risk). Steps are represented by circles in the Workflow Canvas. By default, there will be an Origin Step and an End Step created in a Workflow.

7. The first step in our Incident Management Process will be to log an incident, so let’s change the Default Origin Step to show that. To change the name of a Step, right-click on the Step and select Edit, as shown in the following image. Label this step ‘Log Incident’ and click DONE.

8. The next step in our Incident Management Process will be to review the incident. Change the label of the Default End Step to ‘Review Incident’.

9. We need to add one more step to our Incidents Workflow, so create a new Step by doing the Shift + Click operation inside the shaded Workflow box (hold down the Shift button on your keyboard and then click anywhere in the background of the Workflow). A new Step should appear, as shown in the image below.

10. Change the label of this new Step to ‘Incident Closed’. Then drag the Step to position it to the right of the ‘Review Incident’ Step, as shown in the following image.

Define Default Step Routing

For each Step, we will define the default routing destination after that step has been completed. The default routing is represented by a gray arrow.

11. Shift + Click on the ‘Review Incident’ Step and while continuing to hold your mouse button down, drag your mouse towards and over the ‘Incident Closed’ Step. An arrow will emerge while dragging. Once the ‘Incident Closed’ Step changes color, release the mouse. An arrow will be created which now joins the two Steps.

Create Fields

Fields capture or display data to end users. Fields can be created or modified by admin users. 

12. Double-click the ‘Log Incident’ Step created earlier. The Step Details screen or the Form Designer screen is displayed (as shown in the image below). On the right side of the screen, click the New Field + button to create a new Field.

Note: A new Field can be created within any Step of a Workflow. The Step in which you create a Field has no bearing on where that Field can be used in the Workflow.

13. In the pop-up box that appears, you will see all of the Field types that can be created in LogicGate. For this particular Field, we want users to select an incident type from a drop-down list, so choose Select and then click Next.

14. In the Name field, enter 'Incident Type'. This Field name will be the short name that is shown to admin users while working with the Field in the Build module to build out Forms.

15. In the Label field, enter 'Select an incident type'. This is the question/guidance that will be presented to the user on the Form. Then click Save to move on.

Note: When creating Fields, you can also enter a Tool Tip which can provide help text to the end user when they are filling out the Form.

16. To define the types of incident that the user can select, navigate to the Select Values tab and enter the values listed below. Make sure to click the green + sign at the end of the row after entering each value. 

  • ‘Service Request’
  • ‘Help/Assistance’
  • ‘Compliance Violation’

17. Click Done to navigate back to the Step page. 

18. Click the New Field + button on the right, and create another Field by entering the information below. 

  • Type: Text Area
  • Name: ‘Incident Description’
  • Label: ‘Enter a brief description of the incident’

Once complete, click Save. Then click Done at the bottom.

19. Create another new field by clicking the New Field + button on the right and entering the information below. 

  • Type: Text Area
  • Name: ‘Resolution Details’
  • Label: ‘Enter resolution details’

Once complete, click Save. Then click Done at the bottom.

20. Create another new field by clicking the New Field + button on the right and entering the information below. 

  • Type: E Signature
  • Name: ‘Resolution Approval’
  • Label: ‘Resolution Approval’

21. Navigate to the Signing Reasons tab and enter 'I have reviewed the incident and I have confirmed that it is resolved.' into the Text Value box. Click the + sign to the right to add this value. Once this is added, click the Done button.

Configure Forms

Now that Fields have been created, we can begin to define what the screen will look like to the end user. Each Step has a distinct page configuration, layout, and design that defines what the end user sees when working in that Step. Here, we will configure each Step specific to the actions we want performed by the end users during that step.

Log Incident

22. Make sure you are in the ‘Log Incident’ Step. You can tell if you’re in the Step by looking for ‘Log Incident’ in the top-left corner, as shown in the image below.

If you are not already in the ‘Log Incident’ Step, navigate to the Workflow Canvas by clicking on Processes in the left-hand menu, and select the Incident Management Process. If you have many processes listed, you can also search for Incident Management.

Then double-click into the ‘Log Incident’ Step created earlier. 

23. Click the New Section text at the top and enter ‘Log a New Incident’. This will be the header of this Section of the Form.

24. Click the Add Subsection button within the ‘Log a New Incident’ Section to add a new Subsection.

25. Click the New Section text at the top of the new Subsection and enter ‘Incident Details’. This will be the header of this Subsection of the Form.

26. On the right side of the screen, click-and-drag the ‘Incident Type’ Field into the new ‘Incident Details’ Subsection over the text that says Drop fields here. Release the mouse to place the Field in the Subsection.

27. Repeat the click-and-drag process for the ‘Incident Description’ Field, placing it just below the ‘Incident Type’ Field (the Drop fields here area should appear once you drag the Field over).

28. By default, the Fields that you add to a Form will be enabled, meaning that they will be editable by the end user. This is indicated by the green check mark in the Field header and the green ENABLED notification in the Field Settings Panel. We want these Fields to be editable in this step, so leave them enabled.

29. To make each Field required for this Step, click the asterisk icon (✱) in the Field Settings Panel. 

It will turn orange to show that this Field will be required before the end user can submit the Form. An orange asterisk should also appear up in the Field header.

30. Click the gear icon in the upper-right corner of the ‘Incident Details’ Subsection and change the column width by clicking the + icon. This will extend the size of the Subsection, giving the end user additional space when filling out the description. For this example, let’s set it to 66% width. 

31. We want to ensure that work can be originated from this Step on a user’s dashboard. Navigate back to the Workflow Canvas by clicking on ‘Incident Management’ in the breadcrumb menu in the upper-right corner. 

32. Right-click on the ‘Log Incident’ Step and click Edit.

33. Ensure the Origin option is activated. Making this an Origin Step will allow end users to create records in this Workflow in this Step.

Review Incident

34. Navigate back to the Workflow Canvas for the Incident Management Process and double-click the ‘Review Incident’ Step.

35. Click the Add Form Section button to add a new Section to the Form.

36. Click the New Section text at the top of the new Section and enter ‘Incident’.

37. Click the + Add Subsection button within the ‘Incident’ Section to add a new Subsection. Name the Subsection ‘Incident Details’.

38. From the right side of the screen, click-and-drag the ‘Incident Type’ Field into the ‘Incident Details’ Subsection over the text that says Drop fields here. Release the mouse to place the Field in the Subsection. 

39. Next, click-and-drag the ‘Incident Description’ Field into the Subsection, placing it just below the ‘Incident Type’ Field.

40. Click the gear icon in the upper-right corner of the ‘Incident Details’ Subsection and change the column width to 66% width by clicking the + icon twice.

41. We do not want the incident reviewer to be able to change the original information logged, so these Fields should not be enabled on this Step. Click the ENABLED button to toggle both Fields to READ-ONLY. The green check marks should disappear from the Field headers.

42. Click the big Add Form Section button below the ‘Incident’ Section (as shown in the image below) to add a new Section to the form.

43. Click the New Section text at the top of the new Section and enter ‘Resolution’.

44. Click the Add Subsection button within the ‘Resolution’ Section to add a new Subsection. Name the Subsection ‘Resolution Details’.

45. From the right side of the screen, click-and-drag the ‘Resolution Details’ and ‘Resolution Approval’ Fields into the new Subsection.

46. These resolution-related Fields should be editable and required in this step, so leave them enabled and click the asterisk icon (✱) to make them required. 

47. Click the gear icon in the upper-right corner of the ‘Resolution Details’ Subsection and change the column width to 100% width by clicking the + icon three times.

Incident Closed

48. The ‘Incident Closed’ Step will be an End Step. This acts as a holding place for completed work. Objects will have the status Complete when they are in an End Step. You may lay out this Step however you like following the same steps that you used to build the 'Log Incident' and 'Review Incident' Steps. 

The images below shows an example of how you can layout the ‘Incident Closed’ Step.

Set Up Roles and Security

Access to each Step is granted based on a combination of Roles and Entitlements. Roles contain a set of Entitlements which expressly define Edit or Read-Only (or neither) access for each Step in the Workflow. Each user can then be associated with one to many Roles.

49. Navigate to Build->Access. Click the Roles tab along the top.

50. Click on the new role + button to create a new Role.

51. In the pop-up box that appears, enter ‘Incident Logger’ in the Name field and click SAVE ROLE at the bottom of the window. 

Note: As you begin entering a name for the Role, you will be presented with the various Module and Step Entitlements available for the Role. Ignore these for now.

52.  Click on the Steps tab. Then click on the +Add Entitlement button.

53.  Click into the Select Process… drop-down menu and find the 'Incident Management' process and then select it 

54. After the process is added, select the workflow Incidents. Then select the +Add All button to add all steps in the Incidents workflow. 

55. If the pencil icon is not already green, click it to turn it green for Log Incident. When the pencil icon is green, this indicates that the ‘Incident Logger' Role has Edit access to this Entitlement. This means that any users with the ‘Incident Logger’ Role will be able to create a new incident.

Then click on the book icon to grant Read-Only access for 'Incident Closed' and 'Review Incident' steps.

56. Click on the 'Users' tab and add yourself to this role. Click SAVE ROLE to save the role.

56. Back on the Roles page, click the + new role button to add another new Role. 

57. In the Name field, enter ‘Incident Reviewer’ and click SAVE ROLE at the bottom of the window.

58. Click on the Steps tab. Then click on the +Add Entitlement button.

59. Click into the Select Process… drop-down menu and find the 'Incident Management' process and then select it. 

60. After the process is added, select the workflow Incidents. Then select the +Add All button to add all steps in the Incidents workflow. 

61. Make sure the pencil icon is green for 'Review Incident', indicating that users with this Role have Edit access allowing them to review and update incidents in the ‘Review Incident’ Step.

Then click on the book icon to grant Read-Only access for 'Incident Closed' and 'Log Incident' steps. 

Tip: For a new Workflow, it is often helpful to give your admin user account access to all Roles or grant your admin role Edit access to all Entitlements in the Workflow. That way admins can run through the Workflow themselves as each user would see it.

62. To add a user to the role, click on the Users tab.

63. Click in the box where it says Enter username... and select the admin's name from the drop-down menu. Once the admin user is added, click SAVE ROLE.

Tip: An alternate way to grant Entitlements to a Role for a specific Step is to navigate to the Process->Workflow->Step in question, right-click on the Step, and select Edit. From there you can define which Roles have Edit and Read-Only access to that Step

Set Up Jobs

Using Jobs, you can create rules which trigger Notifications when certain events occur in LogicGate.

64. Navigate to the Jobs section within the menu on the left.

65. Click the + New Job button along the top to create a new Notification Job.

66. Give the job a name of ‘New Incident Logged’ in the Title field. Below that, make sure Moved is selected as the Trigger type. This is the most common type of Trigger; a job with the Moved Trigger will initiate when an Object is moved from one step in the process to another. 

67. On the right, enter ‘Incidents’ in the Workflow field in order to select it from the Workflow drop-down. 

68. For this particular Job, we want to be notified anytime an incident moves from the ‘Log Incident’ step to the ‘Review Incident’ step. To set this up, select ‘Log Incident’ in the Source Step drop-down and ‘Review Incident’ in the Destination Step drop-down.

69. Now click on the pencil icon under Message to move over to the Message section. Then click on Add Message button.

70. Select ‘Incident Reviewer’ in the Roles field. This will send a Notification to any user with this Role each time the Notification is triggered.

71. Enter the Notification text in the Message Content field under App Message. This is what will show up under the bell icon (hidden behind popup) in the top right of the screen to notify users within the LogicGate platform. 

72. Next, fill out the Email Subject and Email Message fields to define what should be sent via email to notify users that there is an incident ready for their review.

73. Clicking the Include Field Results checkbox will include Fields from the Destination Step in the email body. After selecting to Include Field Results, you can choose what layout of fields you want from the drop-down that appears. 

74. Click Save Job button at the top right of the screen. 

Note: The 'Operation' tab will trigger an action (like creating a new record) to occur within LogicGate once a condition is met. We are skipping the operation configuration since we do not want any actions to be triggered in LogicGate.

75. The system confirms that the Job was successfully saved. You can now click the X box at the top right to close the editing of a job and you should now see the ‘New Incident Logged’ Job in the Job Details screen, as shown in the following images.

Test the Application

To confirm the appropriate setup of your Process, do a trial-run to see what it looks like from the end-user perspective. It is best practice to perform the trial-run as a user that has all the Roles for the given Workflow assigned to them (here's some guidance on how to assign Roles to users).

76. Navigate to Work>Work Queue (in the drop-down menu) at the top as a user with Edit access to each Step.

77. Ensure the ‘Incident Management’ Process is selected along the top. If you do not see anything in your Work Queue, just refresh the page. In the Work Queue region, you should see a button labeled New Incident +. Click the button to log a new incident. 

78. This should take you to the Form that we created in the Build Module. 

79. Select a type from the ‘Select an incident type’ drop-down and enter a description in the ‘Enter a brief description of the incident’ field. Once you complete these two required Fields, the Complete button will turn green indicating that you can click it to move the Object on to the next step in the Workflow, ‘Review Incident’. Click Complete.

80. In the pop-up box that appears, the system will display a Submit message asking you to confirm that you want to move to the next step in the process - in this case, the ‘Review Incident’ Step that we created during this tutorial. Click Submit.

81. The system should confirm that the Incident was successfully submitted. There should now be one Incident that appears in the Work Queue table, as shown in the following image. 

82. Based on the Notification Job we set-up, you should see a notification of the new Incident by the bell icon in the upper-right corner. You should also receive an email notification if you are assigned with the ‘Incident Reviewer’ Role.

83. From the Work Queue or the email notification, click the link to the Incident. In the pop-up box that appears, select Check Out to begin working on the Incident. 

84. In the ‘Resolution’ Section on the bottom-half of the Form, enter text in the ‘Enter resolution details’ field, and click the checkbox under ‘Resolution Approval’ to approve. Click Sign and your signature will appear below. Then click Complete.

Note: In this step, the Fields in the ‘Incident’ Section at the top of the Form should be grayed out. You should not be able to edit these Fields since we chose to disable them and make them Read-Only in this Step. 

85. In the pop-up box that appears, select Submit to send the Incident to the ‘Incident Closed’ Step.

86. To confirm that the Incident was routed to the ‘Incident Closed’ Step, navigate to Reports>Table Reports in the top menu. Make sure your ‘Incident Management’ Process is selected at the top of the page. In the Search table on the right, you should see the Incident you just submitted listed as being in the ‘Incident Closed’ Step with the status Complete.

Troubleshooting

Below are some common issues users may run into when building out a process in LogicGate. Follow the steps below to help resolve the issues. 

87. If you can’t find your process tile at the top of your Work Queue dashboard:

In the example below, the Incident Management process that we just created is not showing up in my Work Queue. 

In order for a user to view the Incident Management tile in their Work Queue, they must first be added to a Role that has access to the Incident Management process. Step 50 above covered how to add a user to a Role during the process of creating that Role. Here we’ll walk through another way to check if a user is assigned to a Role and to add a user to a Role. 

87.1 Click on the Admin tab from the main navigation bar. Select Users from the drop-down. This will take you to a detailed page listing all of your users. 

Find yourself or the user that needs access by either searching in the ‘Search for active users…’ box or scrolling down the page to find the user and click on the user’s email address to view their user account information. 

87.2 In the pop-up box, click on Access. On this page, you can find all of the Roles that are assigned to this user. If you would like the ability to log a new incident, then find the 'Incident Logger' role. If the box is not already checked, click the checkbox next to this Role and then hit Save User Info

If you only want to review the incidents and not have the ability to log a new incident, then check 'Incident Reviewer'. You can also add both Roles to this user. 

87.3 Click the Work tab and then click Work Queue. Here you can now see the Incident Management tile at the top of the Work Queue. 

88.  If you didn’t receive an email notification when an record moved from Log Incident to Review Incident:

Double check your job configuration to make sure the trigger is set up properly and that you’ve selected the right recipients. 

88.1  Click on the Build tab, then select Jobs from the drop-down. This page shows you all of the jobs configured in LogicGate. Find the New Incident Logged job and click on it. (If you don’t see this job listed, then see steps 68 - 79 to create the job.)

88.2  This will give you a pop-up to configure the job. The most important things to verify on this page are:

  • 'Moved' option is selected on the left side bar
  • 'Incidents' is selected as the Workflow
  • 'Log Incident' is selected as the Source Step
  • 'Review Incident' is selected as the Destination Step

Once all of these steps are verified, click on the pencil icon next to Edit under Message to move on.

88.3   On the 'Message' page, verify that the 'Incident Reviewer' role is added to the 'Roles' box. This tells the system who to send an email notification to when this job gets triggered. Click on the green Save Job button to save, then click on the X in the top right corner to close. 

Note: Keep in mind that only those users assigned to the 'Incident Reviewer' role will receive an email notification after an incident gets logged. So if you are not assigned to this role, you will not get the notification. 

Way to go! 

You just built a Process in LogicGate. Now that you have the basics down, check out the other resources in the LogicGate Help Center for more information. 

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