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Inbox - Service Action Workflow

This workflow synchronizes the status for service requests and inbox items.

This workflow makes sure that changes to the service request records, where the value of the Area field is Network, and the Inbox item that is based on those service requests are synchronized:

• When a user takes action on a service request Inbox item, the status of the service request record is updated accordingly. For example, when the Inbox item is closed by its owner, the workflow changes the status of the underlying service request to closed.
• When a user changes the Status of a service request, the actions available for the corresponding Inbox item are appropriately updated. In this case, the Inbox items for both the owner and the manager are deactivated and removed from the Inbox.

The workflow starts when:

• The user takes action on a service request Inbox item.
• The run-time event attached to the WriteRecordUpdate event on the Service Request business component is triggered.

Figure 8 shows the diagram for this workflow.

Figure 8. Inbox - Service Action Workflow

Workflow Description. This workflow performs the following actions:

1. GetInboxInfo. This step retrieves a set of parameters about the Inbox item. One of the parameters is ObjectId, which is the ServiceRequestId. This step positions the Service Request business component on the ObjectId that has been passed in.
2. GetSRUIStatus. This step retrieves the action taken by the user on the service request Inbox item.
3. Set SR Status. This step updates the Status of the service request according to the action taken by the user on the Inbox item.
4. GetSRStatus. This step retrieves the status and area information about the service request.
5. Network Area? This step determines if the value of the Area field is Network. If not, the workflow ends.
6. Is SR Closed?, Deactivate Inbox Owners and Deactivate SRManagers. If the service request is closed, these steps call the DeactivateInboxItem method to deactivate Inbox item owners for the owner of the service request and their manager. For more information, see DeactivateInboxItem Method.