Overview
OIPA is enhanced with a Workflow feature that records manual intervention tasks generated from autonomous processes. Users are also allowed to manually add tasks to policies or clients. Tasks are organized into queues to which Users of specific roles may access. They are worked by Users to correct activities, policies, applications and fulfill requirements. All task creation and updates to tasks are recorded in history and viewed by workflow Users.
Tasks are organized into queues that are viewed from a dashboard in OIPA. There are two types of queues supported by this Workflow feature, a generic queue and multiple business queues created for specific business purposes.
The generic queue includes tasks from multiple business specific queues. This allows a team view of all tasks from a set of the business specific queues of which the logged in User has access. Typically mangers or supervisors will assign tasks from this view and view a "complete picture" of work under their purview. The non-manager, non-supervisor team member will use this view to understand the "complete picture" of the work for the team with the same queue accessibility as the logged in User. In OIPA the generic queue is titled General Workflow.
Tasks assigned to the logged in User are organized into business specific queues. The customer may define and name as many queues as suits their requirements. Examples of these queues are Supervisor Review, Underwriting, Customer Service, Claims Supervisor Review, Claims, etc.
The Workflow functionality is turned on or off via a system property. When the functionality is turned off the Workflow features and pages described below are not visible and available to any User. When turned on the features below are visible and available.