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Feedback & Comments

Via comments and feedback, even users without editing rights can report problems and errors or contribute ideas to the further development of the process. The access to start a feedback workflow is l…

Dennis Reichle
Updated by Dennis Reichle
Table of Contents

Via comments and feedback, even users without editing rights can report problems and errors or contribute ideas to the further development of the process.

The access to start a feedback workflow is located above the process model in the menu <Feedback & Comments>

or above the properties of a document:

Feedback

The feedback workflow can be used for process groups and processes as well as for documents.

A way to collaborate on a process or document is to use the feedback workflow. Clicking <new> opens the feedback form:

Questions about the process / document are stored in order to easily record the feedback. The feedback form is freely configurable and can be enhanced with additional fields by adapting the workflow.

The user or all users of the organizational unit / role entered in the "Responsible" field are notified by e-mail and receive the feedback case for processing in SmartProcess.

In the field "Responsible", the process owner is automatically entered for processes and the document responsible for documents, if these have been defined.

The person responsible can evaluate whether an action should be derived from the feedback. Afterwards, the feedback provider can be given a response by e-mail. The created actions are processed in the system as a separate case independently from the feedback workflow.

Since feedback is a workflow, the feedback cases can be evaluated in the Reporting menu. For example, you can view the current state of all unprocessed feedbacks for processes and documents.

Invite for feedback and comments

You can invite other users to view a process or document and leave a feedback. To do this, click on the link <Invite for feedback and comments> in the case list window.

The user selection opens. Here you can select the users who are to receive an invitation for a feedback and then confirm the selection by clicking on <Transfer>. This users will receive an e-mail with the invitation and a link to the corresponding process or document.

Even users who do not have editing rights for the process can use this link to view the newest version of the process they have been invited to and leave a comment on it. The link from the invitation e-mail is valid for 8 weeks from the date of sending. It remains so even if adjustments have already been made in parallel within the respective main version.

Invitations that have been sent can be managed via the <invitations> button and withdrawn if necessary:

Other cases

In addition to the Feedback and Comments tab, there are other tabs that list all open and completed tasks related to the corresponding process or document. This includes, for example, Approval Workflows.

The state of the cases as well as details about their progress can be viewed here again.

Integrated comment function

In the process management settings another integrated comment function can be activated. This is deactivated by default, as the use of the workflow comment function described above is recommended, since the "Feedback and comment" workflow can also be evaluated in reporting and actions can be initiated directly from this.
The comment function is only available for process groups and processes.

Select a process group or process and click <Comments & cases> and then <Comments>.

In this window, new comments can be written continuously and existing comments can be answered.

Users with a viewer license will always see only those comments that refer to the currently published version of the process.

The process owner, process manager and users with editing rights for the process can also view all comments on older versions in the list.

It can be defined whether the comment should be visible for all users or for selected groups that manage the process (process owner / process manager) or can edit it (users with editing rights for the process). If none of the options is selected, the comment is only visible for the process owner.

When new comments are made, the process owner and the process manager or all persons of an org unit / role (if an org unit / role is entered as owner or manager) are notified by e-mail.

If a comment is replied to, the commentator will be informed by e-mail.

Invite to comment

Just like in the feedback workflow, you can invite other users to view a process and leave a comment. To do this, click on the link <Invite to comment> in the comments window.

The same notes on function and authorizations apply here as already described in the feedback workflow.

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