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Automated Test-Status Workflows, Ticketing & Report Timeline Management

Each order comprises multiple tests. Each test has its own report generation day (i.e., the date on which its result/report becomes available). The system did not automatically calculate or maintain that timeline in many cases.

Tests may have multiple statuses (e.g.  "sample collected", "in lab processing", "completed", "sample destroyed", etc.). Some of these statuses (e.g. "sample destroyed", "incident") should trigger creation of a ticket / incident record for that particular test and the associated customer. The legacy or existing system could not handle this dynamically.

Updates in status needed to automatically trigger related workflows (ticket creation, notifications). Also, Exult has a custom / external system (lab management software or other) which needs to stay in sync with the test/order data maintained in the CRM / workflow system.

Ensuring that status changes, calculated report dates, and incident tickets are created in real time without manual intervention is critical for operation efficiency and customer trust.

This script computes and updates the “Report Generation Day” for each test based on input rules (e.g. test type, processing time, lab schedule) whenever an order/test is logged or when conditions change.

Created a new custom module (e.g. "Tests / Test Instances") to store each test record, its status, metadata, link to order & customer.

When a user updates a test’s status, if that status matches certain predefined values (for example "sample destroyed", "incident occurred"), a new ticket / incident record is automatically created, linked to that test and the relevant customer/order.

Status updates automatically drive related logic (ticket creation, notifications, updating report day, etc.) without manual intervention.

The data (order, tests, status, tickets) is synchronized with their custom lab / diagnostics system so both systems stay in sync (bi-directional or at least push updates out).

Although not explicitly asked, a solution likely included dashboards or reporting showing test statuses, pending reports, incident count, etc.

1. Requirements & Business Logic Definition
• Defined logic / rules for calculating report generation days per test type (e.g. number of days from order, lab working days, sample collection time).
• Enumerated test statuses and defined which statuses should trigger tickets/incidents and what metadata each ticket should carry.
2. Custom Module & Data Model 
• Designed a custom module "Tests / Test Instances" to record each individual test(linked to orders and customers).
• Fields include status, report generation date, test type, links to ticket, etc.
3. Client Script / Automation Coding
• Wrote client scripts (or functions) that upon creation or update of a test record, calculate the report generation day and update the field.
• Also, on status change, check if status is one that triggers ticket creation; if so, automatically create a ticket record with relevant details.
4. Workflow & Automation Configuration
• Set up triggers / workflows so that status changes fire the custom logic.
• Ensured proper error handling, checks to avoid duplicate tickets, etc.
5. Integration / Synchronization Setup
• Created APIs / connectors or use of webhooks to sync relevant data (test status, orders, tickets) with their external / custom system.
• Ensured mapping, conflict resolution, and data consistency.
6. Testing & Rollout
• Tested across many scenarios: multiple status transitions, tickets not triggered incorrectly, report day logic in edge cases.
• Validated syncing behavior.
• Rolled out incrementally, trained the operational team on using the new test module and ticketing.
7. Support & Optimization Post Launch
• Monitored for missed triggers, exceptions, and optimized logic.
• Addressed edge cases (e.g. test cancellation, reprocessing, retests) as needed.

The ―report generation day‖ for each test is auto-calculated and updated, reducing manual scheduling errors.

Any critical status (like ―sample destroyed‖) automatically spawns a ticket, ensuring no incident is missed and improving accountability.

Having a dedicated test module allows tracking of each test’s status, timeline, and related incidents.

Staff no longer need to manually monitor statuses, create tickets, or update report dates — automation handles that reliably.

The external lab / diagnostics system stays in sync, ensuring data consistency across platforms and minimizing reconciling work.

By automating timelines and incident handling, Exult can better meet service level expectations, avoid delays, and provide clearer status updates to customers.