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Service Request Action Workflow

The Service Request Action Workflow is initiated when you enter a new action for a service request and dispatch field personnel to handle the request. The Service Dispatch process automatically routes the service request to individuals in the organization for resolution. It also notifies and instructs appropriate service personnel who need to be dispatched to a field site.

The Service Request Action 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 Administrator Role Workflow role name of Oracle Service workflow administrator Text 100
Dispatch Workflow Flag Whether process is initiated from Engineer Selection and Dispatch window Text 1
Request ID Internal identifier of service request Number  
Request Action ID Internal identifier of service request action Number  
Request Number User-visible identifier of service request Text 64
Action Number User-visible identifier of action Number  
Action Date Action start date Date  
Action Type Action type Text 30
Action Status Action status Text 30
Action Severity Action severity Text 30
Assignee ID Employee ID of current assignee Number  
Assignee Role Name of current assignee Text 240
Assignee Role Workflow role name of current assignee Text 100
Action Summary Action summary Text 240
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  
Request Location Service request location Text 40
Action Description Action description Text 2000
Expected Resolution Date Expected resolution date of action Date  
Dispatched Personnel Orig System ID ID of dispatched personnel in original repository table Number  
Dispatched Personnel Orig System Code that identifies original repository table Text 14
Dispatched Personel Name Name of dispatched personnel Text 240
Dispatched Personnel Role Workflow role name of dispatched personnel Text 100

Service Dispatch Process

In Oracle Workflow, the Service Dispatch process looks like this and consists of the following activities:

Start Activity

This is a Standard activity that marks the start of the process.

Initialize Action Activity

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

Notify Assignee Activity

This activity notifies the service request action assignee that a new action is assigned to him or her.

Launched By Dispatcher? Activity

This activity determines whether the workflow process has been launched from the Engineer Selection and Dispatch window.

Get Dispatch Info Activity

This activity initializes the workflow attributes with information about the field personnel who need to be dispatched to a field site.

Notify Field Person Activity

This activity notifies the field personnel that they are dispatched for a service request.

End (Error, Complete) Activity

This activity marks the end of the Service Dispatch process.

See Also

Dispatching Service Personnel

Service Request Action Workflow

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