In the wave of digital transformation, the work order system has become one of the core tools of enterprise operations. As the second part of the “Work Order System Design in Practice” series, this article delves into the design points of data operation and maintenance, service collaboration, and account permission work orders.
When work orders become the digital nervous system of the enterprise, every data operation, cross-departmental collaboration, and permission change will be processed, traceable, controllable, and evolving.
In the previous article,Practical practice of work order system design (Part 1): core configuration and efficiency improvement 》We have deeply analyzed the whole process design of software R&D tickets (requirements orders, bug orders, and release orders), and built the core configuration framework of the work order system. As the next part, this article will focus on data operation and maintenance, service collaboration, and account permission tickets, and present the design logic of the ticket system in more complex business scenarios through scenario-based disassembly, helping enterprises realize the digital management of processes across all business lines.
1. Data operation and maintenance work orders
1. Data acquisition form
Data acquisition order definition:At the beginning of data asset construction, standardize the process of importing data from external systems, third-party interfaces or log files to the enterprise data platform to ensure that the data is accurate, complete, and traceable, reduce docking costs, and provide high-quality data sources for downstream
1) Data collection order flow chart
2) Classification configuration: three-dimensional precise positioning and collection requirements
Data Source Type:
- Connect with various business systems (such as intelligent office/process approval/document collaboration/schedule management): collect structured data such as approval flow, document operation, and schedule;
- Log files (server logs/buried point data): collect unstructured log information for system monitoring and user profile analysis.
Acquisition frequency:
- Real-time collection (approval dynamics / task progress): Respond to business changes in seconds, support real-time business data dashboards, and make operation/management status clear at a glance.
- Regular collection (daily/weekly report data): Synchronize office history data in batches at a fixed period, such as daily or weekly, to balance resource usage and data timeliness, and provide a basis for office summary and analysis.
- One-time collection (historical document migration): For special situations such as smart office system upgrades and data collation, the historical documents and other data from the old system are imported into the new system at one time.
Data Use:
- Data analysis (office efficiency report / employee work portrait): Provide intuitive visual data support for office management decisions, helping managers grasp office conditions and optimize processes.
- Data modeling (intelligent task allocation model): According to the requirements of the task allocation algorithm, clean and annotate relevant data (such as user behavior, transaction characteristics, device status, etc.), and build a training dataset for model training such as intelligent task allocation, risk prediction, and recommendation system.
- Data synchronization (multi-terminal backup of office data): Ensure that the data of the office system is consistent across multiple terminals and multiple storage rooms, such as cloud and local, to enhance data disaster recovery capabilities and prevent data loss.
2. Data modification form
Work order definition: Data modification orders are the control carriers for changing data structures or content in data warehouses and databases, ensuring the compliance, traceability and rollback of data modification operations through hierarchical approval and risk control mechanisms, and avoiding data security accidents caused by human error or malicious operations.
1) Data modification flow chart
2) Classification configuration: differentiated management of risk levels
Modification Type:
- Structure change (adding/deleting/modifying table fields): Affects the data storage format, and the data kinship needs to be updated synchronously.
- Data correction (error data correction/historical data completion): Fix the dirty data that has been stored or supplement the missing history.
- Permission change (table-level/field-level access control adjustment): Dynamically adjust data access permissions according to the principle of least privilege.
Scope of Impact:
- Single Table Operation (Affecting a Single Business Module): If the Registration Source field is added to the user table, it will only affect the User Analysis module.
- Cross-database operations (involving data association of multiple systems): For example, the association adjustment of the user information database and the approval process database field will affect the full-link data analysis.
- Full data (impact data report/machine learning model): For example, if historical transaction data is cleaned in batches, the relevant model needs to be retrained.
Risk Level:
- High risk: Modifications that directly affect core business operations or the integrity of critical data (such as changes in the core table structure of the production environment, correction of full key data).
- Medium risk: Modifications that affect large areas or involve multiple associated systems (such as cross-database correlation field adjustments, important non-core table structure changes).
- Low risk: Conventional data processing with a small impact scope and can be quickly rolled back (such as single table non-critical field correction and non-core log cleaning).
2. Service cooperation work orders
1. System O&M order
Work order definition: System O&M is a standardized tool for monitoring, managing, and maintaining IT infrastructure such as servers, networks, and databases, ensuring the stable operation of infrastructure and reducing business interruption time caused by system abnormalities through rapid fault locating, automatic dispatch, and process processing.
1) System operation and maintenance order flow chart
2) Mind map of the system operation and maintenance order
3) Field logic:
4) Classification configuration: refined cutting of operation and maintenance scenarios
O&M Type:
- Monitoring alarm (server CPU overload/interface timeout): Automatically triggered based on the monitoring system to quickly respond to real-time faults.
- Resource management (server expansion/domain name resolution change): resource provisioning and configuration management to support business expansion.
- Security hardening (vulnerability fix/firewall policy adjustment): Conduct regular security scans and upgrade protection policies.
Urgency:
- P0 (Production Downtime/Data Breach): Triggers the highest priority response, and the emergency plan is activated within 15 minutes.
- P1 level (core interface response timeout>500ms): Affects the core business process, and the fault needs to be located within 1 hour.
- P2 (non-core service exceptions/log errors): It does not affect the main business and can be handled according to the normal process.
Scope of Impact:
- Global impact (inaccessible to all users): For example, the official website is inaccessible due to domain name resolution failure.
- Regional impact (network failure in an IDC data center): User access delay or interruption in a specific region.
- Single point of impact (single server process exception): Affects only some business functions or a small number of users.
3. Account permission work orders
1. Permission configuration sheet
Work order definition: The permission configuration sheet is the core carrier for enterprises to implement permission management, ensuring that employees only have the minimum permissions required to complete their work through standardized permission application, approval, and assignment processes, reducing the risk of data leakage.
1) Permission configuration flow chart
2) Permission configuration single mind map
3) Classified configuration: refined management of the authority system
Permission Types:
- Functional permissions (system module access): Control the user’s permissions to operate system function modules, such as the download permission of the “file sharing” module.
- Data permissions (field-level/row-level data access): Implement data hierarchical management, for example, ordinary employees can only see the project task arrangement, and key data such as project core planning ideas can only be seen by the project supervisor.
- Action permissions (button-level actions): Action restrictions down to specific function buttons, such as the Edit Resource List button, are only visible to HR administrators.
Job Types:
- Fixed position (development engineer / product manager / test engineer): preset basic permission collection according to job responsibilities.
- Temporary roles (HR administrator/system administrator): Dynamically assign temporary permissions according to project requirements, and automatically recycle them when they expire.
- Special permissions (super administrator/general manager): Special permission configuration for key positions requires multiple approvals.
Expiration date:
- Permanent authority (basic authority for regular positions): valid for a long time with the appointment of the post, and automatically reclaimed upon resignation.
- Temporary permissions (valid during the project cycle): Set the validity period of the permission according to the project period, and automatically remind you to renew it before it expires.
4. Summary
This article systematically dismantles the design points of 6 types of key work orders around the three core scenarios of data asset management and control (data operation and maintenance), IT service assurance (service collaboration) and security access control (account permissions)… It provides a practical solution reference for enterprises to build an efficient, safe and controllable work order system.
Combined with the content of the first and second parts, the work order system fully covers the core business scenarios of enterprises:
- R&D: The previous article focuses on software requirements, bugs, and release orders, standardizes the process, improves R&D quality and efficiency, and reduces rework costs.
- Data & Operations: The next part provides in-depth data collection, modification, and system operation and maintenance to ensure data security and system stability.
- Collaboration and permissions: Optimize collaboration and service experience through internal collaboration and service support tickets, and strengthen security through permission configuration tickets.
The work order system transforms complex business operations into an orderly management closed loop by building a standardized, digital, and intelligent process engine. Its core value lies in the unified work order classification system, standardized structured information collection and efficient automatic circulation mechanism.
This not only significantly improves the collaboration efficiency and standardization of various business links, but also breaks down departmental walls and system barriers, and realizes credible and traceable cross-departmental and cross-system data collaboration and process linkage. Therefore, a complete work order system has become an indispensable ‘digital nervous system’ in the digital transformation of enterprises, providing solid process guarantee and data support for business operations.
In the future, the “Work Order System Design Practice (Final)” will be launched, focusing on the core documents (parameter configuration table, job authority table, etc.) and template design that need to be prepared before the implementation of the work order system, so as to help readers complete the last mile from theory to practice.
