# 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

***

## Configure Workflows 

{% stepper %}
{% step %}

### Import Postman Collection

* Use the provided [Postman collection](https://api.postman.com/collections/23418568-9e180744-697b-475a-b475-13e456850e8d?access_key=PMAT-01JZQ5BRNK5WSE1JWASXY40JWX) 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)
    {% endstep %}

{% step %}

### Setup Before API Calls

<table><thead><tr><th width="195.8984375">Field </th><th>What to use</th></tr></thead><tbody><tr><td>authToken</td><td>A Superuser token with workflow permissions</td></tr><tr><td>tenantId</td><td>state-level or city level  (e.g., pg,  pg.citya)</td></tr></tbody></table>
{% endstep %}

{% step %}

### Create Workflow

* Use POST /businessservice/\_create
* Paste the sample payload (see below)
* Hit "Send" in Postman
* If successful, you’ll receive a confirmation response
  {% endstep %}

{% step %}

### 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
    {% endstep %}

{% step %}

### 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
  {% endstep %}
  {% endstepper %}

## 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
    }
  ]
}

```

***

## &#x20;Developer Notes&#x20;

<table><thead><tr><th width="241.83984375">Item</th><th>Notes</th></tr></thead><tbody><tr><td>SLA Values</td><td>In milliseconds (e.g., 5 days = 432000000)</td></tr><tr><td>businessService</td><td>Must match what’s used in CCRS module backend</td></tr><tr><td>Roles</td><td>Must exist in MDMS role-action mapping </td></tr><tr><td>Workflow Transitions</td><td>Each action should correctly link one state to another</td></tr></tbody></table>

***

#### Understanding `businessService` in CMS

If the value of `businessService` in the complaint request does **not match** what's configured:

* The workflow won't initialise or progress properly.
* You may see errors like "No workflow found" or "Invalid businessService".

## Summary

<table><thead><tr><th width="174.75390625">Step</th><th>Action</th></tr></thead><tbody><tr><td>1️⃣</td><td>Import Postman Collection</td></tr><tr><td>2️⃣</td><td>Set authToken, tenantId</td></tr><tr><td>3️⃣</td><td>Create workflow via /businessservice/_create</td></tr><tr><td>4️⃣</td><td>Verify with /businessservice/_search</td></tr><tr><td>5️⃣</td><td>Update using /businessservice/_update if needed</td></tr></tbody></table>

***