Hi Alexandre,

For the second part of your question we used Test-Track at work. Perhaps you can check it and grab some ideas from this product.

>Hello UT,
>
>I need information / docs / strategies on data workflow management (or whatever it is called).
>
>We are in the process of building a CRM solution and we want a generic workflow management solution on top of it.
>We want to incorporate some business rules in this component.
>
>For example, when we create a new Client, his status must be "Suspect".. When we create an activity, the status
>of the client changes to "Initial contact"... When we create a quote, the client status changes to "Prospect".. etc.
>
>So the first goal is to be able to customize and trigger status changes...
>
>
>
>Also, we have an incident management module... Every incident must go through a workflow from "Reported" to "Closed"..
>The incident is reported
>The system notifies some users...
>The responsible assigns the incident (bug) to someone
>The system notifies the person assigned
>The person assigned fix the bug
>THe system notifies the testers
>The Testers close the incident or reassign it...
>
>
>So the second goal is a document workflow...with some kind of document approval mechanism....
>the user must be able to customize the workflow...
>
>And the last goal is to be able to have a conditional workflow...
>
>For example, I create an activity of type "Phone call client"... depending on the result of the activity, the system
>will propose the next activity... if the result is "Client was absent" for example, the next activity must be
>"call back in 3 days"... if the result is "Client is interested", the next activity must be "Send documentation by email"
>for example...
>
>
>
>I know it is quite difficult to incorporate all this in a single strategy... We already brainstormed on this
>but we would like to compare our strategy with existing workflow strategies...
>
>
>Any hints? Doc? Books? URL?
>
>Thank you in advance,
>
> Alex