## Appendix: Delivered Workflow for JD Edwards EnterpriseOne CRM Support Applications

This appendix discusses the delivered workflow for JD Edwards EnterpriseOne CRM Support Applications.

See Also

JD Edwards EnterpriseOne Tools 8.98 Workflow Tools Guide

### Delivered Workflow for JD Edwards EnterpriseOne CRM Support Applications

This section discusses the JD Edwards EnterpriseOne CRM Support Applications workflow.

#### Halt Workflow

This section discusses the Halt workflow.

Description

Workflow Description | The system halts the workflow until the time to send a warning message, and then halts the workflow again until the time to escalate. There is a business function that recursively creates K90CG01 until the end of the calculated time.
Workflow Trigger | The time elapses to send a warning message, and the time elapses to escalate.
Workflow Action | The business function is initiated.

Workflow Objects

System | 90CG
Workflow Object Name | K90CG01
Object ID | N90CG01
Event Description / Function Name | StartCaseEscalationWorkflow
Sequence / Line Numbers | 4

#### Past Due Message

This section discusses the Past Due Message workflow.

Description

Workflow Description | The system sends the past due message to the manager.
Workflow Trigger | The allocated time elapses, and the case status has not been changed to closed.
Workflow Action | An email is sent to the manager as notification that the case is being escalated to the next provider group member.

Workflow Objects

System | 90CG
Workflow Object Name | K90CG06
Object ID | N90CG01
Event Description / Function Name | StartCasePastDueMessageWF
Sequence / Line Number | 4

#### Past Due Work Flow

This section discusses the Past Due Work Flow.

Description

Workflow Description | Triggers the sending of a "past due warning message" and a "past due message". Also, reassigns case to manager when past due.
Workflow Trigger | Instantiation occurs when: 1. a case is created, or 2. a case is updated with a new commitment date/time
Workflow Action | K90CG02 halts until a percentage of the commitment time of a case has expired. This percentage value is configurable by the user. At this point, a business function is called that instantiates a K90CG05 work flow, which in turn sends an email (past due warning message) message to whoever the current assignee is on the case. Then K90CG02 halts again until the entire commitment time has expired. At this point, a business function is called which reassigns the case to the manager of the assigned provider group, and instantiates a K90CG06 work flow, which in turn sends an email (past due message) message to the manager of the assigned provider group on the case.

Workflow Objects

System | 90CG
Workflow Object Name | K90CG02
Object ID | N90CG01
Event Description / Function Name | StartCasePastDueWorkflow
Sequence / Line Number | 4

#### Escalation Message

This section discusses the Escalation Message workflow.

Description

Workflow Description | The system sends the escalation message to the next assignee.
Workflow Trigger | The lower-level provider group member does not change the case status to closed.
Workflow Action | The system sends an email to the provider group member at the next level.

Workflow Objects

System | 90CG
Workflow Object Name | K90CG07
Object ID | N90CG01
Event Description / Function Name | StartEscalationPeriodExpireMsg
Sequence / Line Number | 4

#### Escalation Warning

This section discusses the Escalation Warning workflow.

Description

Workflow Description | The system sends an escalation warning message.
Workflow Trigger | The lower-level provider group member does not change the case status to closed within the time allotted.
Workflow Action | The system sends an email notification to the case assignee that the case is being escalated within a specified time if the case is not closed.

Workflow Objects

System | 90CG
Workflow Object Name | K90CG03
Object ID | N90CG01
Event Description / Function Name | StartEscalationWarningMessageW
Sequence / Line Number | 4

#### Initial Escalation Message

This section discusses the Initial Escalation Message workflow.

Description

Workflow Description | The system sends the message to the person in the workflow who is initially assigned the case.
Workflow Trigger | The case is created and assigned to a provider group member.
Workflow Action | The system sends an email to the provider group member as notification of case assignment.

Workflow Objects

System | 90CG
Workflow Object Name | K90CG04
Object ID | N90CG01
Event Description / Function Name | StartInitialAssignmentMessageW
Sequence / Line Number | 4

#### Past Due Warning Message

This section discusses the Past Due Warning Message workflow.

Description

Workflow Description | The system sends a past due warning message.
Workflow Trigger | The assigned provider group member does not change the case status to closed within the allocated time.
Workflow Action | An email is sent to the provider group manager.

Workflow Objects

System | 90CG
Workflow Object Name | K90CG05
Object ID | N90CG01
Event Description / Function Name | StartPastDueWarningMessageWF
Sequence / Line Number | 3

#### Process Call Status Change

This section discusses the Process Call Status Change workflow.

Description

Workflow Description | The system sends a message if the status is changed to a closed status (the case is closed).
Workflow Trigger | A change in the status of a case.
Workflow Action | Customers will receive notifications that their cases have been closed.

Workflow Objects

System | 17
Workflow Object Name | CALLSTATUS
Object IDs | W90CG504A, W90CG501J
Event Description / Function Name | Post OK Button Clicked, Post Save Button Clicked
Sequence / Line Numbers | 69, 71

#### Call Escalation Workflow Process

This section discusses the Call Escalation Workflow Process workflow.

Description

Workflow Description | The system sends a message to a user-defined distribution list if the case is not closed before the escalation date and time.
Workflow Trigger | Running the R17680 program, and the case is not closed before the escalation date and time.
Workflow Action | A user-defined distribution list will be notified if cases are not closed before the escalation date and time.

Workflow Objects

System | 17
Workflow Object Name | CALLESCAL
Object ID | R17680
Event Description / Function Name | Do Section
Sequence / Line Number | 62