A quickstart project that shows the use of flexible processes.
This example shows how to
The example shows a help desk process to allow customers creating support cases that will be assigned to engineers based on the product family and name using a DMN decision table. If an automatic assignment is not possible, a manual assignment task will be created.
Once assigned the support case will be set to WAITING_FOR_OWNER state meaning that the engineer has to work on the case and provide a solution or add a comment asking for more information.
At any moment customers or engineers can add comments until the case is CLOSED.
The case can be set as RESOLVED by either an engineer or a customer. Once this happens a Questionnaire task will be made available where the customer can provide feedback about the case resolution.
After the Questionnaire submission the case will be CLOSED and the process will terminate.
You will need:
mvn clean compile spring-boot:run
mvn clean package java -jar target/flexible-process-springboot.jar
or on windows
mvn clean package java -jar target\flexible-process-springboot.jar
You can take a look at the OpenAPI definition - automatically generated and included in this service - to determine all available operations exposed by this service. For easy readability you can visualize the OpenAPI definition file using a UI tool like for example available Swagger UI.
In addition, various clients to interact with this service can be easily generated using this OpenAPI definition.
When running in either Quarkus Development or Native mode, we also leverage the Quarkus OpenAPI extension that exposes Swagger UI that you can use to look at available REST endpoints and send test requests.
Given the following support case:
{ "supportCase": { "customer": "Paco the customer", "description": "Kogito is not working for some reason.", "product": { "family": "Middleware", "name": "Kogito" } } }
Create a POST request to the service desk endpoint.
curl -D -H 'Content-Type:application/json' -H 'Accept:application/json' -d @docs/requests/newTicket.json http://localhost:8080/serviceDesk
Expect a response containing the ticket id and the current status of the process data where the engineer is assigned and the state is WAITING_FOR_OWNER. Note that also a Location HTTP Header is present:
HTTP/1.1 201 Created Content-Length: 303 Content-Type: application/json Location: http://localhost:8080/serviceDesk/de42a39a-2711-4d23-a890-aad24fb8e924 { "id": "de42a39a-2711-4d23-a890-aad24fb8e924", "supportCase": { "product": { "name": "Kogito", "family": "Middleware" }, "description": "Kogito is not working for some reason.", "engineer": "kelly", "customer": "Paco the customer", "state": "WAITING_FOR_OWNER", "comments": null, "questionnaire": null }, "supportGroup": "Kogito" }
As this is a flexible process, it is up to the customer or the engineer to decide when the case is RESOLVED. Both ends can add comments and each time a comment is added the state will be updated as waiting for the other party.
There are no pre-existing tasks for adding comments but an endpoint is available to instantiate these ad-hoc tasks.
For that an empty post should be sent to /serviceDesk/ReceiveSupportComment. Note the extra flag to retreive the response headers.
$ curl -D - -XPOST -H 'Content-Type:application/json' -H 'Accept:application/json' http://localhost:8080/serviceDesk/b3c75b24-2691-4a76-902c-c9bc29ea076c/ReceiveSupportComment HTTP/1.1 201 Created Content-Length: 303 Content-Type: application/json Location: http://localhost:8080/serviceDesk/de42a39a-2711-4d23-a890-aad24fb8e924/ReceiveSupportComment/36e69fa2-2e5a-4ac5-9115-b326499ff877 {"id":"de42a39a-2711-4d23-a890-aad24fb8e924","supportCase":{"product":{"name":"Kogito","family":"Middleware"},"description":"Kogito is not working for some reason.","engineer":"kelly","customer":"Paco the customer","state":"WAITING_FOR_OWNER","comments":null,"questionnaire":null},"supportGroup":"Kogito"}
The response returns an HTTP Location header with the endpoint of the generated task.
Use this path to create the comment. It is important to have in mind the user and group query parameters that provide information about the user performing the task and the group he/she belongs to because this task is restricted to the support group
curl -H 'Content-Type:application/json' -H 'Accept:application/json' -d @docs/requests/supportComment.json http://localhost:8080/serviceDesk/de42a39a-2711-4d23-a890-aad24fb8e924/ReceiveSupportComment/36e69fa2-2e5a-4ac5-9115-b326499ff877?user=kelly&group=support
And the data containing the comment and the updated state will be returned:
{ "id": "de42a39a-2711-4d23-a890-aad24fb8e924", "supportCase": { "product": { "name": "Kogito", "family": "Middleware" }, "description": "Kogito is not working for some reason.", "engineer": "kelly", "customer": "Paco the customer", "state": "WAITING_FOR_CUSTOMER", "comments": [ { "author": "kelly", "date": 1594034179.628926, "text": "Have you tried to switch it off and on again?" } ], "questionnaire": null }, "supportGroup": "Kogito" }
Now it‘s time for the customer to reply to the engineer’s comment. For that an empty post should be sent to /serviceDesk/ReceiveCustomerComment. Note the extra flag to retreive the response headers.
$ curl -D - -XPOST -H 'Content-Type:application/json' -H 'Accept:application/json' http://localhost:8080/serviceDesk/b3c75b24-2691-4a76-902c-c9bc29ea076c/ReceiveCustomerComment HTTP/1.1 201 Created Content-Length: 305 Content-Type: application/json Location: http://localhost:8080/serviceDesk/b3c75b24-2691-4a76-902c-c9bc29ea076c/ReceiveSupportComment/1ac85d3c-c02c-11ea-b3de-0242ac130004 {"id":"b3c75b24-2691-4a76-902c-c9bc29ea076c","supportCase":{"product":{"name":"Kogito","family":"Middleware"},"description":"Kogito is not working for some reason.","engineer":"kelly","customer":"Paco the customer","state":"WAITING_FOR_CUSTOMER","comments":null,"questionnaire":null},"supportGroup":"Kogito"}
Similar to the previous operation, the Location HTTP header contains the reference to the task.
Use this path to create the comment. It is important to have in mind the user and group query parameters that provide information about the user performing the task and the group he/she belongs to because this task is restricted to the customer group
curl -H 'Content-Type:application/json' -H 'Accept:application/json' -d @docs/requests/customerComment.json http://localhost:8080/serviceDesk/b3c75b24-2691-4a76-902c-c9bc29ea076c/ReceiveCustomerComment/1ac85d3c-c02c-11ea-b3de-0242ac130004?user=Paco&group=customer
And the data containing the comment and the updated state will be returned:
{ "id": "b3c75b24-2691-4a76-902c-c9bc29ea076c", "supportCase": { "product": { "name": "Kogito", "family": "Middleware" }, "description": "Kogito is not working for some reason.", "engineer": "kelly", "customer": "Paco the customer", "state": "WAITING_FOR_OWNER", "comments": [ { "author": "kelly", "date": 1594034179.628926, "text": "Have you tried to switch it off and on again?" }, { "author": "Paco", "date": 1594034179.628926, "text": "Great idea!" } ], "questionnaire": null }, "supportGroup": "Kogito" }
In this case, the customer is happy with the provided resolution and will proceed to set the case as RESOLVED.
curl -XPOST -H 'Content-Type:application/json' -H 'Accept:application/json' http://localhost:8080/serviceDesk/b3c75b24-2691-4a76-902c-c9bc29ea076c/Resolve_Case
Check the response where the state is now set as RESOLVED.
{ "id": "b3c75b24-2691-4a76-902c-c9bc29ea076c", "supportCase": { "product": { "name": "Kogito", "family": "Middleware" }, "description": "Kogito is not working for some reason.", "engineer": "kelly", "customer": "Paco the customer", "state": "RESOLVED", "comments": [ { "author": "kelly", "date": 1594034179.628926, "text": "Support: Have you tried to switch it off and on again?" }, { "author": "Paco", "date": 1594034179.628926, "text": "Great idea!" } ], "questionnaire": null }, "supportGroup": "Kogito" }
There is a milestone waiting for a CaseResolved event. When received a Questionnaire task is created and assigned to the customer group.
In order to know the task instance id, the tasks endpoint must be queried.
$ curl -H 'Content-Type:application/json' -H 'Accept:application/json' http://localhost:8080/serviceDesk/b3c75b24-2691-4a76-902c-c9bc29ea076c/tasks [ {"id:"2cd185b6-d6db-4984-a0ae-9dc4fa15cb6d", "name": "Questionnaire"} ]
Use this id in the path:
curl -XPOST -H 'Content-Type:application/json' -H 'Accept:application/json' -d @docs/requests/questionnaire.json http://localhost:8080/serviceDesk/b3c75b24-2691-4a76-902c-c9bc29ea076c/Questionnaire/2cd185b6-d6db-4984-a0ae-9dc4fa15cb6d?user=Paco&group=customer