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 |