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Example Workflow Process That Manages Research Activities for a Service Request

This topic gives one example of invoking a workflow process by using a run-time event to assist with research activities associated with an SR. You might use this feature differently, depending on your business model. It includes the following topics:

• Creating the Workflow Process
• Defining the Workflow Logic
• Testing and Deploying the Workflow Process
• Verifying Workflow Process Functionality

The business case used in this example is that a workflow detects a service request being taken ownership of, then automatically creates an activity of type Research. The workflow then provides the SR owner with initial items that can be used in research.

In this example you create a simple workflow process that is initiated by a run-time event. You become familiar with elements involved in setting up this workflow process, and you see that the workflow process and run-time event works.

Creating the Workflow Process

This topic describes how to create the workflow process.

To create the workflow process

1. In Siebel Tools, create a new workflow process object definition using values described in the following table:

   Property	Value
   Process Name	SR Assigned-Auto Create Activities
   Business Object	Service Request
   Group	(Leave this field empty.)
   Workflow Mode	Service Flow
   Auto Persist	No
   Description	Automatically generates a research activity when SR ownership change is detected by using RTE

   To view an example, see Creating a New Workflow Process Object Definition.

2. Add steps and connectors until your workflow process resembles the workflow illustrated in the following diagram:

   For more information, see About Workflow Process Steps and Connectors, and Diagramming a Workflow Process.

Next, define the workflow logic.

Defining the Workflow Logic

This topic describes how to define the workflow logic.

To define the workflow logic

1. Click the SR Owner Field Updated connector.
2. In the Properties window, define properties for the connector using values described in the following table:

   Property	Value
   Type	Condition
   Event Object Type	BusComp
   Event	SetFieldValue
   Event Object	Service Request
   Subevent	Owner

3. Click the Create Research Activity step, then use the Properties window to define values described in the following table:

   Property	Value
   Operation	Insert
   Business Component	Action

Next, specify fields to populate when inserting a new business component record.

To specify fields to populate when inserting a new business component record

1. With the Create Research Activity step chosen, create two new input argument records using values described in the following table:

   Field Name	Type	Value
   Type	Literal	Research
   Description	Literal	Research the following: Siebel Bookshelf

   For more information, see About Arguments for a Workflow Process Step.

   When performing inserts into a business component, make sure required fields for the business component are specified in this step. Alternative, specify values in the pre-default property for business component fields. To access these properties, expand the Business Component object type in the Object Explorer, then click the child Field object type.

2. From the application-level menu, choose File > Save.

Next, test and deploy the workflow process.

Testing and Deploying the Workflow Process

This topic describes how to deploy the workflow process.

To test and deploy the workflow process

1. Validate then simulate the workflow process.

   For more information, see Process of Testing a Workflow Process.

2. Navigate to the Workflow Processes OBLE.
3. In the Process Name property, query for the workflow process named SR Assigned-Auto Create Activities.
4. Publish and activate the workflow by completing the deploy workflow task.

   For more information, see Process of Deploying a Workflow Process.

5. If you must debug the workflow process, in the Siebel client, in the Active Workflow Processes applet, set the Monitoring Level to 4-Debug.

   For more information, see Diagnosing a Failed Workflow Process in a Production Environment.

Next, verify workflow process functionality.

Verifying Workflow Process Functionality

This topic describes how to verify the workflow process implements the required functionality.

To verify workflow process functionality

1. In the Siebel client, navigate to Service Requests > All Service Requests.
2. Create a new service request record then step off the record.
3. In the Service Request list applet, click the hyperlink in the SR # field.
4. Examine the Activities tab. If the workflow executed correctly, values displayed in the Activities list applet include:
   • Type: Research
   • Description: Will research the following: Siebel Bookshelf