This appendix contains the following topics:
This section discusses the JD Edwards EnterpriseOne CRM Support Applications workflow.
This section discusses the Halt workflow.
The system halts the workflow until the time to send a warning message, and then halts the workflow again until the time to escalate. There is a business function that recursively creates K90CG01 until the end of the calculated time.
The time elapses to send a warning message, and the time elapses to escalate.
The business function is initiated.
90CG
K90CG01
N90CG01
StartCaseEscalationWorkflow
4
This section discusses the Past Due Message workflow.
The system sends the past due message to the manager.
The allocated time elapses, and the case status has not been changed to closed.
An email is sent to the manager as notification that the case is being escalated to the next provider group member.
90CG
K90CG06
N90CG01
StartCasePastDueMessageWF
4
This section discusses the Past Due Work Flow.
Triggers the sending of a "past due warning message" and a "past due message". Also, reassigns case to manager when past due.
Instantiation occurs when:
1. a case is created, or
2. a case is updated with a new commitment date/time
K90CG02 halts until a percentage of the commitment time of a case has expired. This percentage value is configurable by the user. At this point, a business function is called that instantiates a K90CG05 work flow, which in turn sends an email (past due warning message) message to whoever the current assignee is on the case. Then K90CG02 halts again until the entire commitment time has expired. At this point, a business function is called which reassigns the case to the manager of the assigned provider group, and instantiates a K90CG06 work flow, which in turn sends an email (past due message) message to the manager of the assigned provider group on the case.
90CG
K90CG02
N90CG01
StartCasePastDueWorkflow
4
This section discusses the Escalation Message workflow.
The system sends the escalation message to the next assignee.
The lower-level provider group member does not change the case status to closed.
The system sends an email to the provider group member at the next level.
90CG
K90CG07
N90CG01
StartEscalationPeriodExpireMsg
4
This section discusses the Escalation Warning workflow.
The system sends an escalation warning message.
The lower-level provider group member does not change the case status to closed within the time allotted.
The system sends an email notification to the case assignee that the case is being escalated within a specified time if the case is not closed.
90CG
K90CG03
N90CG01
StartEscalationWarningMessageW
4
This section discusses the Initial Escalation Message workflow.
The system sends the message to the person in the workflow who is initially assigned the case.
The case is created and assigned to a provider group member.
The system sends an email to the provider group member as notification of case assignment.
90CG
K90CG04
N90CG01
StartInitialAssignmentMessageW
4
This section discusses the Past Due Warning Message workflow.
The system sends a past due warning message.
The assigned provider group member does not change the case status to closed within the allocated time.
An email is sent to the provider group manager.
90CG
K90CG05
N90CG01
StartPastDueWarningMessageWF
3
This section discusses the Process Call Status Change workflow.
The system sends a message if the status is changed to a closed status (the case is closed).
A change in the status of a case.
Customers will receive notifications that their cases have been closed.
17
CALLSTATUS
W90CG504A, W90CG501J
Post OK Button Clicked, Post Save Button Clicked
69, 71
This section discusses the Call Escalation Workflow Process workflow.
The system sends a message to a user-defined distribution list if the case is not closed before the escalation date and time.
Running the R17680 program, and the case is not closed before the escalation date and time.
A user-defined distribution list will be notified if cases are not closed before the escalation date and time.
17
CALLESCAL
R17680
Do Section
62