The paper provides an overview of process research and the application of research results to practice and then describes process models using FUNSOFT nets and a workflow management system LEU. The example from which the experience is drawn is that of a problem tracking system and the components of the model are described and illustrated. The experience reported comes in three flavors: the appropriateness of FUNSOFT nets as a modeling mechanisms and the alternative use of state transition diagrams; the benefits of the model and its support of the business process; and finally some implications for process research.