Workflow

Overview

The content on this page helps you set up and verify the workflow for the complaints module using Postman APIs. Workflows define how a complaint moves from one stage to another (e.g., from "Apply" to "Resolved").

A workflow defines:

• All states a complaint goes through (e.g., Pending, Resolved)

• Transitions between states (what happens when a user clicks Assign, Resolve, etc.)

• Roles allowed to take each action

• SLA (Service Level Agreement) durations for each state

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Configure Workflows

1

Import Postman Collection

• Use the provided Postman collection for workflow setup.

• Make sure your Postman environment contains the following values:

  • baseUrl (e.g., https://dev.digit.org)

  • authToken (Superuser token)

  • tenantId (e.g., pb, uk)

2

Setup Before API Calls

Field	What to use
authToken	A Superuser token with workflow permissions
tenantId	Must be state-level (e.g., pb, not pb.amritsar)

3

Create Workflow

• Use POST /businessservice/_create

• Paste the sample payload (see below)

• Hit "Send" in Postman

• If successful, you’ll receive a confirmation response

4

Verify the Workflow

• Use POST /businessservice/_search

• Search with:

  • tenantId: pb

  • businessService: PGR

• Confirm:

  • All states and transitions are listed

  • Roles and actions are mapped correctly

5

Update Workflow (if required)

If something is missing or incorrect:

• Use POST /businessservice/_update

• Update only the affected parts (state, action, etc.)

• Re-verify using the /search API

Sample Workflow Payload

Below is an example workflow for the complaints module:

{
  "tenantId": "pb",
  "businessService": "PGR",
  "business": "pgr-services",
  "businessServiceSla": 432000000, // 5 days
  "states": [
    {
      "isStartState": true,
      "isTerminateState": false,
      "isStateUpdatable": true,
      "docUploadRequired": false,
      "actions": [
        {
          "action": "APPLY",
          "nextState": "PENDINGFORASSIGNMENT",
          "roles": ["CITIZEN", "CSR"]
        }
      ]
    },
    {
      "state": "PENDINGFORASSIGNMENT",
      "applicationStatus": "PENDINGFORASSIGNMENT",
      "isStateUpdatable": false,
      "actions": [
        {
          "action": "ASSIGN",
          "nextState": "PENDINGATLME",
          "roles": ["GRO", "DGRO"]
        },
        {
          "action": "REJECT",
          "nextState": "REJECTED",
          "roles": ["GRO", "DGRO"]
        }
      ]
    },
    {
      "state": "PENDINGFORREASSIGNMENT",
      "applicationStatus": "PENDINGFORREASSIGNMENT",
      "isStateUpdatable": false,
      "actions": [
        {
          "action": "REASSIGN",
          "nextState": "PENDINGATLME",
          "roles": ["GRO", "DGRO"]
        },
        {
          "action": "REJECT",
          "nextState": "REJECTED",
          "roles": ["GRO", "DGRO"]
        }
      ]
    },
    {
      "state": "PENDINGATLME",
      "applicationStatus": "PENDINGATLME",
      "sla": 259200000,  // 3 days
      "actions": [
        {
          "action": "RESOLVE",
          "nextState": "RESOLVED",
          "roles": ["PGR_LME"]
        },
        {
          "action": "REASSIGN",
          "nextState": "PENDINGFORREASSIGNMENT",
          "roles": ["PGR_LME"]
        }
      ]
    },
    {
      "state": "REJECTED",
      "applicationStatus": "REJECTED",
      "isTerminateState": true,
      "actions": [
        {
          "action": "REOPEN",
          "nextState": "PENDINGFORASSIGNMENT",
          "roles": ["CITIZEN", "CSR", "CFC"]
        },
        {
          "action": "RATE",
          "nextState": "CLOSEDAFTERREJECTION",
          "roles": ["CITIZEN", "CFC"]
        }
      ]
    },
    {
      "state": "RESOLVED",
      "applicationStatus": "RESOLVED",
      "isTerminateState": true,
      "actions": [
        {
          "action": "REOPEN",
          "nextState": "PENDINGFORASSIGNMENT",
          "roles": ["CITIZEN", "CSR", "CFC"]
        },
        {
          "action": "RATE",
          "nextState": "CLOSEDAFTERRESOLUTION",
          "roles": ["CITIZEN", "CFC"]
        }
      ]
    },
    {
      "state": "CLOSEDAFTERREJECTION",
      "applicationStatus": "CLOSEDAFTERREJECTION",
      "isTerminateState": true
    },
    {
      "state": "CLOSEDAFTERRESOLUTION",
      "applicationStatus": "CLOSEDAFTERRESOLUTION",
      "isTerminateState": true
    }
  ]
}

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Developer Notes

Item	Notes
SLA Values	In milliseconds (e.g., 5 days = 432000000)
businessService	Must match what’s used in PGR module backend
Roles	Must exist in MDMS role-action mapping and Keycloak
Workflow Transitions	Each action should correctly link one state to another

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Summary

Step	Action
1️⃣	Import Postman Collection
2️⃣	Set authToken, tenantId
3️⃣	Create workflow via /businessservice/_create
4️⃣	Verify with /businessservice/_search
5️⃣	Update using /businessservice/_update if needed

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