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Changing Related Workflows and Subprocesses

Having changed the Lookup Sender step, you must also change other steps in the eMail Response - Process Service Request workflow and any of its subprocesses that use the Employee ID process property value. In this scenario, you need to make sure that you set the appropriate fields in the Service Request or Activity records so that they use the row ID of the employee record found by the Lookup Sender step.

For the outbound acknowledgement email, the preconfigured workflow uses an email template that assumes the contact ID is assigned to the service request record. In this example, we modified the Lookup Sender step of the workflow to assign the employee ID. To prevent the acknowledgement step in the eMail Response - SR Submit workflow process from failing, change the acknowledgement to use a template that uses the Service Request Owner recipient group or assign the contact ID to the Service Request record.

The following procedure provides an example of how to set up an employee ID in a subprocess workflow.

To set up an employee ID in a subprocess workflow

1. Add a process property to eMail Response - SR Submit called Employee ID.
2. Add an input argument to the Submit Subprocess step of eMail Response - Process Service Request; call it Employee ID and set it to the process property Employee ID.
3. Add an input argument to the Create Service Request step in eMail Response - SR Submit and set the name to Field: Owned By ID and set the process property to Employee ID.

NOTE:  In the preceding example, the employee who submitted the email becomes the owner of the new service request record.