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Siebel Business Process Designer Administration Guide for Financial Services > Customizing Workflow Policies with Siebel Tools > Using Predefined Workflow Policy Programs >

Using Change SR Owner to Manager

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If the service request is not closed within a specific duration of time, assign the service request to the owner's manager. This would allow a proper response time to service calls.

This workflow policy program does the following:

Uses the Primary ID as input into a SQL statement
Uses a query SQL statement to retrieve the current value of the field Manager
Sets the New Owner field to default to the current value of Manager
Allows the end user to update the New Owner field optionally through a picklist

Table 80 shows the arguments for the Change SR Owner to Manager program.

Table 80. Change SR Owner to Manager Program Arguments

Argument Name	Comment
Primary ID	Contains the row ID of the Service Request record meeting the policy condition.
Primary Table Operation Type	Specifies the table (S_SRV_REQ) and what action is to take place (Update).
New Owner (Column)	Specifies the field in the record to be updated (Owner_EM_ID).
New Owner	Indicates that a picklist is to be displayed for assigning a new owner.
Sql Statement	SELECT MGRPOS.PR_EMP_ID FROM &TABLE_OWNER.S_POSTN POS, &TABLE_OWNER.S_EMPLOYEE EMP, &TABLE_OWNER.S_POSTN MGRPOS, &TABLE_OWNER.S_SRV_REQ SR WHERE SR.ROW_ID = ? AND SR.OWNER_EMP_ID = EMP.ROW_ID AND EMP.PR_POSTN_ID = POS.ROW_ID AND POS.PAR_POSTN_ID = MGRPOS.ROW_ID SR.ROW_ID = ? uses a question mark as a placeholder for inputting the value of the Primary ID. The system knows to substitute the Primary ID for the question mark. This SQL statement joins four tables, giving access to data from all of them. In this example, only one field is retrieved. Policy Monitor requires the definitions contained in the workflow policy object, workflow policy components, and workflow policy columns. In working and coding workflow policy action programs using the Siebel tables, explicit joining of the base table through SQL code is required.
Sql Statement Inputs	Set to the value of Primary ID.
Sql Statement Outputs	Set to the value of Manager.

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