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Examples of Creating a Workflow Policy Action


This topic describes examples that use a workflow policy action to address a specific business need. It includes the following topics:

You can use these examples as the basis for creating your own workflow policy actions.

Example of a Workflow Policy Action That Sends a Page

This topic gives one example of using a workflow policy action to send a page. You might use this feature differently, depending on your business model.

You can have a page sent to the support manager whenever a service request priority becomes very high and the service request is not assigned to anyone. Use the following procedure to define a workflow policy action that addresses this situation.

To configure a workflow policy Action to send a page when a service request is set to the highest value

  1. In the Siebel client, navigate to Administration-Business Process > Actions.
  2. In the Actions applet, create a new record using values described in the following table:
    Field
    Value

    Name

    Page Support Manager when SR request change.

    Program

    Send SR Page

    Workflow Object

    Service Request

    The Workflow Object field populates automatically only when a workflow policy object is specified in the workflow policy Program field. You choose a workflow policy object from the picklist when it does not automatically populate.

  3. In the Send Page Arguments applet, specify the argument using values described in the following table:
    Field
    Value

    Alpha Message Template

    The [SR Status] of [SR Number] has changed.

    You use the Numeric Message Template for numeric paging and the Alphanumeric Message Template for alphanumeric paging. The type of paging to use is indicated by the pager type in the employee table.

    Note that you can copy and paste fields that are available from the Available Substitutions window.

  4. In the Recipients applet, create a new record using values described in the following table:
    Field
    Value

    Type

    Send to Position

    Name

    Support Manager

    This action is now available to use in a workflow policy.

  5. Navigate to Administration-Business Process > Policies.
  6. Query the Workflow Object field for Service Request.

    This returns a list of policies where the action you just created can most appropriately be used.

  7. In the Name column, choose a Workflow policy, such as Page SR Owner (Gold).
  8. In the Actions applet, create a new record, then locate Page Support Manager when SR request changes, which is the action you just created.
  9. Examine the Send Page Arguments applet.

    Note that the Send Page Arguments applet populates with values you specified in this procedure.

Example of a Workflow Policy Action That Sends an Email With a Repeating Message

This topic gives one example of using a workflow policy action to send an email with a repeating message. You might use this feature differently, depending on your business model.

In this example, the vice president of sales needs to be notified only after a specific number of deals fail to close. Because this action is used with a workflow policy that uses the Batch feature, you enter relevant information in the Repeating Message field of the Send Message Arguments applet. This is because the recipient receives one email with a consolidated list of the pertinent information on each of the deals. Without a Repeating Message, the email is sent but might not contain meaningful information.

To configure a workflow policy Action to send an email with a repeating message

  1. In the Siebel client, navigate to Administration-Business Process > Actions.
  2. In the Actions applet, create a new record using values described in the following table:
    Field
    Value

    Name

    Excellent Quality Opportunity

    Program

    Send Opportunity Email

    Workflow Object

    Opportunity

    Comment

    Send an email to the VP of Sales when deals aren't closing

  3. In the Send Message Arguments applet, specify the argument using values described in the following table:
    Field
    Value

    Subject

    Opportunities not Closing

    Message Template

    Meet with [Last User First Name] [Last User Last Name] about [Opportunity] for [Account]

    Repeating Message

    Meet with [Last User First Name] [Last User Last Name] about [Opportunity] for [Account]

  4. In the Recipients applet, create a new record using values described in the following table:
    Field
    Value

    Type

    Send to Position

    Name

    VP Sales

    This action is now available to use in a workflow policy.

  5. Navigate to Administration-Business Process > Policies.
  6. Query the Workflow Object field for Opportunity.

    This returns a list of policies where the action you just created can most appropriately be used.

  7. In the Name column, choose a Workflow policy, such as New Opportunity.
  8. In the Actions applet, create a new record, then locate Excellent Quality Opportunity, which is the action you just created.
  9. Examine the Send Page Arguments applet.

    Note that the Send Page Arguments applet populates with values you specified in this procedure.

  10. In the Policies List applet, make sure the Batch Mode field has a check mark.

Example of a Workflow Policy Action That Sends a Broadcast Message

This topic gives one example of using a workflow policy action to send a broadcast message. You might use this feature differently, depending on your business model.

In this example, a service department needs to automate its notification policy for open service requests when there are at least 20 open requests for one agent.

To configure a workflow policy Action to create a broadcast message for open service requests

  1. In the Siebel client, navigate to Administration--Business Process > Actions.
  2. In the Actions applet, create a new record using values described in the following table:
    Field
    Value

    Name

    Alert Agent of Open SRs

    Program

    Send SR Message Broadcast

    Workflow Object

    Service Request

  3. In the Send Message Broadcast Arguments applet, specify the argument using values described in the following table:
    Field
    Value

    Abstract

    You have over 20 Service Requests.

    Message Template

    You have over 20 service requests. Please review your service request queue.

  4. In the Recipients applet, create a new record using values described in the following table:
    Field
    Value

    Type

    Send to Relative

    Name

    SR Owner

This action is now available for use in a workflow policy. For instructions on how to add an action to a workflow policy, see Example of a Workflow Policy Action That Sends a Page.

Example of a Workflow Policy Action That Executes a Database Operation

This topic gives one example of using a workflow policy action to execute a database operation. You might use this feature differently, depending on your business model.

Insert and update are the two kinds of database operations that are possible in Workflow Policies. Insert allows a record to be inserted into a table in the Siebel database. The update database operation allows one or more columns in an existing record to be changed.

In the following example, a database update occurs when you use Workflow Policies to update the value of the Priority field to Very High if the Severity is Critical.

To configure a workflow policy Action that updates service request Priority

  1. In the Siebel client, navigate to Administration-Business Process > Actions.
  2. In the Actions applet, create a new record using values described in the following table:
    Field
    Value

    Name

    Update SR Priority to Very High

    Program

    Change SR Priority

    Workflow Object

    Service Request

  3. In the Arguments applet, specify the argument using values described in the following table:
    Field
    Value

    Name

    New Priority

    Value

    1-ASAP

This action is now available for use in a workflow policy. For instructions on how to add an action to a workflow policy, see Example of a Workflow Policy Action That Sends a Page.

Example of a Workflow Policy Action That Runs an External Program

This topic gives one example of using a workflow policy action to run an external program. You might use this feature differently, depending on your business model.

In Siebel Workflow you use the action type Run External Program for defining an action that runs an external program. For example, your company can write a custom executable for calculating the quality of a new lead. You can then call this executable from a workflow process whenever the parameters for calculating the lead change.

In the first of the following procedures, a program named leadcalc.exe is in the C:\bin directory and the action is being defined to call and execute this program. The second procedure provides details for running an external program on UNIX.

To configure a workflow policy Action that runs an external lead calculation program

  1. In the Siebel client, navigate to Administration-Business Process > Actions.
  2. In the Actions applet, create a new record using values described in the following table:
    Field
    Value

    Name

    Run Lead Calculation Program

    Program

    Run External Program

    Workflow Object

    (Specify the workflow object involved in this action, such as Account)

    Note that after you step off the record, you cannot modify the Workflow Object.

    The workflow object field populates automatically only when a workflow policy object is specified in the workflow policy program being chosen, and if the workflow policy program as a workflow object already predefined. You pick a workflow policy object from the picklist when the picklist does not automatically populate.

  3. In the Run External Program Arguments applet, set values described in the following table:
    Field
    Value

    Executable Name

    leadcalc.exe

    Command Line

    (Enter command-line parameters. These are the parameters you need to pass to the executable.)

    Execute Type

    (Choose an execute type.)

    Available Substitutions

    (Choose the appropriate dynamic fields)

    In this applet, you define the executable and information you need to pass to the external program

  4. In the Recipients applet, create a new record using values described in the following table:
    Field
    Value

    Type

    Send to Position

    Name

    Support manager

This action is now available for use in a workflow policy. For instructions on how to add an action to a workflow policy, see Example of a Workflow Policy Action That Sends a Page.

To run an external program on a UNIX platform

The Run External Program workflow policy program is not supported on UNIX. However, you can use the following procedure as a workaround.

  1. Define a business service that executes an external program:
    1. Navigate to Business Service Administration > Business Service Methods.
    2. Add a new Business Service. For example, Run Program.
    3. Add a new Method. For example, Run.
    4. Add a new Method Argument. For example, Program.
    5. Select Proc: Service_PreInvokeMethod.
    6. Call Clib.system in the function body. For example:

    var program = Inputs.GetProperty ("Program")
    if (program)
    {
    Clib.system(program);
    }
    return (CancelOperation);

  2. Create a workflow process that calls the business service created in Step 1:
    1. Add and connect a Start step, a Business Service step, and an End step.
    2. For the Business Service step, specify Run Program and Run.
    3. For the input argument for Program, specify the external program you need to run. For example, /bin/mail hkim@pcs.com </home/users/hkim/letter.txt.
  3. Run your workflow process.
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