Process Miner – Activity Types
A Process Model created by the ‘Process Miner’ consists of one or more ‘Activity Types’. To create an Activity Type, open the ‘Activity Types’ module within the ‘Process Miner’ application. The definition of an Activity Type varies based on the type selected;
Audit - Workflow
The ‘Audit – Workflow’ activity type enables events to be captured for activities related to a workflow change that is recorded in the sys_audit table (Audit Log). An example is where the assignment group is changed from value x to value y, or the state is changed from ‘New’ to ‘Work in Progress’. The fields required for this activity type include;
Field | Description |
Name | The name of the activity type e.g., Incident – State |
Type | Audit – Workflow |
Table | The task table for which the workflow change will be captured e.g., Incident |
Field | The field in the task table for which the workflow change will be captured e.g., Assignment Group |
Label | The definition of how the activity will appear in the event log. The predefined field [Value] stores the actual field value. So, to have an entry in the event log for an activity associated with a state change, the label will be ‘State: [Value]’ i.e., ‘State – New’, ‘Stage – In Progress’, |
Sequence Priority | If multiple activities occur at the same time during the lifecycle of a task, this field indicates the sequence in the event log that event will be displayed, relevant to other activities at the same time. |
Audit – Event
The ‘Audit – Event’ activity type enables events to be captured for activities related to a specific event recorded in the audit log e.g., priority changed, first assignment to an agent, second assignment group
Field | Description |
Name | The name of the activity type e.g., Incident – Priority Change |
Type | Audit – Event |
Table | The task table for which the audit event will be captured e.g., Incident |
Field | The field in the task table for which the workflow change will be captured e.g., Priority |
Label | The definition of how the activity will appear in the event log. There are 2 predefined fields; [oldvalue] and [newvalue], representing the original and new values in the audit log for an event. To have an entry in the event log for an activity associated with a priority change, the label could be ‘Priority Change: [oldvalue] -> [newvalue]’ i.e., ‘Priority Change: Medium -> High’ |
Audit Conditions | Condition filters on what events in the audit table you would like to see. e.g., if looking for a priority change you would filter on ‘Old Value’ is not empty and ‘New Value’ is not empty. |
Sequence Priority | If multiple activities occur at the same time during the lifecycle of a task, this field indicates the sequence in the event log that event will be displayed, relevant to other activities at the same time. |
Task - Timestamp
The ‘Task – Timestamp’ activity type enables events to be captured for activities related to a timestamp change for a task e.g., created, re-assigned, re-opened, resolved
Field | Description |
Name | The name of the activity type e.g., Incident - Resolve Time |
Type | Task – Timestamp |
Table | The task table for which the timestamp event will be captured e.g., Incident |
Field | The timestamp field in the task table for which the change will be captured e.g., Re-assigned Time, Resolve Time |
Task User | The user associated with the timestamp modification (if applicable) e.g., if the timestamp is ‘Resolved’, then the user will be ‘Resolved By’ |
Label | The label associated with the event e.g., ‘Resolved’ |
Sequence Priority | If multiple activities occur at the same time during the lifecycle of a task, this field indicates the sequence in the event log that event will be displayed, relevant to other activities at the same time. |
Task – SLA
The ‘Task – SLA’ activity type enables events to be captured for activities related to a change of stage in the SLA lifecycle of a task. e.g., ‘Breached’, ‘Completed’, ’Paused’, etc
Field | Description |
Name | The name of the activity type e.g., Incident - Breached SLA |
Type | Task – SLA |
Table | The task table for which the SLA stage event will be captured e.g., Incident |
Label | The label associated with the event e.g., ‘Breached SLA’ |
SLA | The SLA in for which the stage event is to captured e.g., ‘Priority 1 resolution (1 hour)’ |
Stage | The stage representing the SLA event to be captured e.g., ‘Breached’ |
Sequence Priority | If multiple activities occur at the same time during the lifecycle of a task, this field indicates the sequence in the event log that event will be displayed, relevant to other activities at the same time. |
Journal
The ‘Journal’ activity type enables events to be captured for activities related to the entry of work notes, approval history or comments for a task
Field | Description |
Name | The name of the activity type e.g., Customer Feedback Received |
Type | Journal |
Table | The task table for which the journal event relates to |
Label | The label associated with the event e.g., ‘Customer feedback received’ |
Journal Conditions | The ServiceNow table that is queried is the sys_journal_field table. The ‘element’ related to the event must first be specified. This can be ‘comments’, ‘approval_history’ or ‘work_notes’. The actual text of the journal entry is in the ‘value’ field. This should contain the filter to identify which journal entries relate the event. In this example, it will be something like ‘Email Received%’. |
Sequence Priority | If multiple activities occur at the same time during the lifecycle of a task, this field indicates the sequence in the event log that event will be displayed, relevant to other activities at the same time. |
Approval
The ‘Approval’ activity type enables events to be captured for approvals associated with a task.
Field | Description |
Name | The name of the activity type e.g., Approvals - Requested |
Type | Approval |
Table | The task table for which the approvals will be captured in the event log |
Label | The label associated with the approval event e.g., ‘Approval Requested’ |
Approval State | The type of approval to be tracked e.g. Approved, Rejected, Cancelled, Requested |
Sequence Priority | If multiple activities occur at the same time during the lifecycle of a task, this field indicates the sequence in the event log that event will be displayed, relevant to other activities at the same time. |
Attachment
The ‘Attachment activity type creates events related to attachments been created for a task
Field | Description |
Name | The name of the activity type e.g. Attachment Added |
Type | Attachment |
Table | The task table for which the attachments will be captured in the event log |
Label | The label associated with the approval event e.g., ‘Attachment Added’ |
Sequence Priority | If multiple activities occur at the same time during the lifecycle of a task, this field indicates the sequence in the event log that event will be displayed, relevant to other activities at the same time. |