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Service Request Workflow

The Service Request Workflow is initiated when you enter a new service request and assign an employee to handle this request. The Call Support process within this workflow automatically routes the new service request to individuals in the organization for resolution, alerts the supervisor as necessary when the current owner does not respond to the request, and allows the current owner to escalate or transfer the request to the next level of support.

The Service Request Workflow has the following attributes associated with it. These attributes reference information in the Service Request data model and are used and maintained by activities throughout the process:

Display Name Description Type Length/ Format
Initiator Role Workflow role name of process initiator Text 100
User ID Initiator's application user identifier Number  
Resp ID Initiator's responsibility identifier Number  
Resp Appl ID Initiator's application identifier Number  
Workflow Administator Role Workflow role name of Oracle Service workflow administrator Text 100
Request ID Internal identifier of the service request Number  
Request Number User-visible identifier of the service request Text 64
Request Date Service request date Date DD-MON-YYYY HH24:MI:SS
Request Type Service request type Text 30
Escalation History Escalation history Text 2000
Escalation Comment Optional escalation comment provided by owner Text 2000
Last Escalation Comment Last escalation comment Text 2000
Request Status Service request status Text 30
Request Severity Service request severity Text 30
Request Urgency Service request urgency Text 30
Owner ID Employee ID of current owner Number  
Owner Name Name of current owner Text 240
Owner Role Workflow role name of current owner Text 100
Request Summary Service request summary Text 80
Request Customer Customer who made the request Text 50
Inventory Item ID Inventory item ID from item master Number  
Product Description Product description Text 240
Customer Product ID Customer product ID from installed base Number  
Problem Description Problem description Text 2000
Expected Resolution Date Expected resolution date of request Date DD-MON-YYYY
Response Deadline Deadline by which owner must respond to notification Date DD-MON-YYYY HH24:MI:SS
Supervisor ID Employee ID of current owner's supervisor Number  
Supervisor Name Name of current owner's supervisor Text 240
Supervisor Role Workflow role name of current owner's supervisor Text 100
Previous Owner ID Employee ID of previous owner Number  
Previous Owner Name Name of previous owner Text 240
Previous Owner Role Workflow role name of previous owner Text 100

Call Support Process

When the Call Support process begins, it identifies information about the service request, such as the service request number and the request's owner. It then sets a response date that serves as a deadline by which the owner must respond, and sends an assignment notification to the owner. If the owner does not respond before the response deadline, the process sends a notification to alert the owner's supervisor, sets a new response deadline, and resends the assignment notification to the owner. This continues until the owner takes action. If the owner resolves the request and responds to the assignment notification with the Resolved result, the process closes the request and ends with a result of Resolved. However, if the owner is unable to resolve the request and responds to the assignment notification with the Escalate result, the Escalation subprocess looks up the supervisor of the current owner and reassigns the request to the supervisor. It then sets a new response date for the new owner and sends an escalation notification to that individual. This subprocess continues until the owner resolves the request.

In Oracle Workflow, the Call Support process looks like this and consists of the following subprocesses and activities:

Initialize Request Activity

This activity initializes the workflow attributes that remain constant over the duration of the workflow process.

Initialize Escalation History Activity

This activity initializes the Escalation History. It records the date and time of the first owner assignment in the workflow process.

Get Request Attributes Activity

This activity initializes or updates the workflow attributes with the most current values in the database.

Set Response Deadline Activity

This activity sets the date by which the service request owner must respond to the notification.

Notify Owner With Expiration Process

This subprocess is described in more detail elsewhere. See: Notify Owner With Expiration Subprocess.

Escalation Process

This subprocess is described in more detail elsewhere. See: Escalation Subprocess.

Alert Supervisor Process

This subprocess is described in more detail elsewhere. See: Alert Supervisor Subprocess.

Close Request Activity

This activity closes the service request by setting the status to Closed.

End (Resolved) Activity

This activity marks the end of the Call Support process. The process has a result of Resolved.

See Also

Overview of Service Workflows

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