Question Re: Case management workflow in Technology Q&A

Case management workflow

Former Member — Tue, 29 May 2007 15:04:48 GMT

How do i define a process item, along with the process route, i need this urgently! Please help i want to setup a workflow for the route a case should follow once the status of the case is changed and then select the user(s) the case should go to!

Re: Case management workflow

martin_nooteboom — Wed, 30 May 2007 06:16:28 GMT

I would say check with a Records management consultant, as it is covered in the RM courses. Otherwise check in the customising for options.

Regards,

Martin

Re: Case management workflow

Former Member — Fri, 01 Jun 2007 07:42:19 GMT

Thank you for your contribution, could you please help me with links to the relevant personel!

Regards

Tatenda

Re: Case management workflow

martin_nooteboom — Fri, 01 Jun 2007 07:55:06 GMT

Hi Tatenda,

I don't really know any personel which could be relevant to you. A process route is sort of an adhoc workflow the user has to create and assign the agents.

But why don't you develop your own workflow for the process? It is easy to link an event of object SCASE to a status of the CASE. The event can be used to trigger your own workflow. The event linkage is done in customizing in the status table.

Regards,

Martin