Related topics
The information in this table is used in the Work with requests and returns routine in conjunction with the Request code table and the Request status code table. The workflow set-up defined in this table is used by the system to find the applicable request handler. When a request receives the specified combination of request code and status code, the defined handler will be automatically assigned to the request.
The workflow set-up is also used when the status and/or request code is changed on the request header. The request code can only be changed manually, but the status can be changed in three different ways:
- Manually
- Automatically, when an action is processed
- Automatically, when a request is escalated
Options
Selection fields
- Request code
- This column lists the request codes for which a workflow set-up is defined.
- Description
- Displays a description of the related request code.
- Status
- Displays a code from the Request status code table indicating the related request’s status for which the workflow set-up should be valid. This column value can also be blank.
- Description
- Displays a description of the request code status, if applicable.
Work with request workflow (HLR00604)
On this panel you set up the workflow details for a request/status code combination. You define the type of handler that the system should search for to resolve problems/issues that are reported based on this combination.
- Request code
- Enter a code from the Request code table for which you want to set up a workflow. For existing records, this field cannot be changed.
- Status
- Enter a code from the Request status code table to indicate the request status for which the workflow set-up should be valid. For existing records, this field cannot be changed.
- Handler type
- Enter a code to indicate to the system if a handler of this request/status code combination should be retrieved and, if so, from which file.
Code Description Additional information 1 None A handler code should not be retrieved, meaning the field should be blank and the handler must be manually entered. 2 Signature A handler code from the Signature table should be retrieved. 3 Role A handler code from the Roles table valid to be used as handler for request workflow (the Valid for req workf field is set to YES for the role) should be retrieved. 4 BPR history A handler code from the BPRWFLW panel value group should be retrieved. If you enter this handler type, then the Handler field below must be completed.
- Handler
- If you entered 4 (BPR history) in the Handler type field above, then enter one of the following codes to define which history record (from the Requests and returns history file) this request code should be assigned.
Code Description 1 First 2 Previous 3 Manual 4 Same
- Send alert
- Only applicable if DC1 Alert Management is installed an activated. Indicate if an alert should be created when the handler is changed according to the set-up. See Configure the system to send/receive alert messages for more information.
Work with request workflow, Copy (HLR00605)
- Request code
- Displays the request code set up for request workflow that you selected to copy.
- Status
- Displays the status of the request code set up for request workflow that you selected to copy.
- New request code
- Enter a code to identify the new request code you are creating to be set up for request workflow.
- New status
- Enter the status for the new request code you are creating to be set up for request workflow.