Example of a Workflow Policy Program That Escalates an SR This topic gives one

Example of a workflow policy program that escalates

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Example of a Workflow Policy Program That Escalates an SR This topic gives one example of using a predefined workflow policy program to assign an open SR (service request) to a manager. You might use this feature differently, depending on your business model. If the service request is not closed within a specific duration of time, then assign the service request to the manager for the owner. This configuration allows a proper response time to service calls. Work performed by this workflow policy program includes: Uses the Primary ID as input into a SQL statement Uses a query SQL statement to retrieve the current value of the Manager field Sets the New Owner field to default to the current value of the Manager field Allows the user to optionally update the New Owner field through a picklist Table 61. Arguments for the Change SR Owner Workflow Policy Program Argument Name Description Primary ID Contains the row ID of the service request that meets the condition for the workflow policy. Primary Table Operation Type Specifies the S_SRV_REQ table and to execute the Update action. New Owner (Column) Specifies to update the Owner_EMP_ID field in the record that is updated. New Owner Indicates that a picklist is displayed for assigning a new owner. The picklist is defined by the columns picklist that is set to Picklist SR Owner, the Source set to ID, and the Applet set to SR Owner Pick Applet. Visible If checked, then indicates that the picklist is visible to the user.
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Using a Predefined Workflow Policy Examples of Workflow Policy Programs That Are Predefined Siebel Business Process Framework: Workflow Guide Version 8.1, Rev A 391 Table 62 describes arguments for the Change SR Owner to Manager workflow policy program. Table 62. Arguments for the Change SR Owner to Manager Workflow Policy Program Argument Name Description Primary ID Contains the row ID of the service request that meets the condition for the workflow policy. Primary Table Operation Type Specifies the S_SRV_REQ table and to execute the Update action. New Owner (Column) Specifies to update the Owner_EM_ID field in the record that is updated. New Owner Indicates that a picklist is displayed for assigning a new owner. Sql Statement Policy Monitor requires definitions that are contained in the workflow policy object, workflow policy components, and workflow policy columns. If working and coding a workflow policy program by using Siebel tables, then it is required that the base table be explicitly joined through SQL code. The following example SQL statement joins four tables, thus providing access to data from these four tables: SELECT MGRPOS.PR_EMP_ID FROM &TABLE_OWNER.S_POSTN POS, &TABLE_OWNER.S_EMPLOYEE EMP, &TABLE_OWNER.S_POSTN MGRPOS, &TABLE_OWNER.S_SRV_REQ SR WHERE SR.ROW_ID = ?
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  • Summer '16
  • Oracle
  • Siebel Workflow, Workflow Guide

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