Contents

• Title and Copyright Information
• Preface
• 1 Whats New in This Release
  • Whats New in Siebel Business Process Framework: Workflow Guide, Siebel CRM 19.7 Update
  • Whats New in Siebel Business Process Framework: Workflow Guide, Siebel CRM 19.3 Update
  • What's New in Siebel Business Process Framework: Workflow Guide, Siebel CRM 19.1 Update
  • What's New in Siebel Business Process Framework: Workflow Guide, Siebel 2018
• 2 Overview of Siebel Workflow
  • Overview of Siebel Workflow
  • About Siebel Workflow
    • Business Requirements That Siebel Workflow Can Meet
      • Examples of Meeting Business Requirements
    • Technologies That Siebel CRM Uses to Automate Business Processes
    • Siebel Workflows on Workspaces
      • Workflow on Workspaces
      • WF/Task Editor Tool Bar Buttons Functionality
    • Objects That Siebel Workflow Uses
      • Explanation of Callouts
    • Scenario That Resolves Service Requests
      • Steps That the Service Request Scenario Uses
    • Viewing Example Workflow Processes
    • Overview for Using This Book
      • How This Book Describes Objects
        • How This Book Describes Relationships Between Objects
      • Getting Help from Oracle
• 3 Architecture That Siebel Workflow Uses
  • Architecture That Siebel Workflow Uses
  • About the Architecture of a Workflow Process
    • Architecture You Use to Develop a Workflow Process
      • Explanation of Callouts
      • About Siebel Tools
    • Architecture You Use to Simulate a Workflow Process
      • Explanation of Callouts
    • Architecture You Use to Deploy a Workflow Process
      • Explanation of Callouts
    • Run-Time Architecture That Siebel Workflow Uses
      • Explanation of Callouts
      • Server Request Broker Server Component
      • Workflow Process Manager Server Component
      • How the Business Service Determines Where the Workflow Process Runs
      • How Siebel Workflow Runs in the Workflow Process Manager Server Component
      • Components of the Workflow Management Server Component Group
    • Object Hierarchy That Workflow Processes Use
      • Relationships Between Object Types of a Workflow Process
      • Object Properties
• 4 Developing Workflow Processes
  • Developing Workflow Processes
  • Roadmap for Developing Workflow Processes
  • Process of Analyzing Business Requirements
    • Gathering Information for Planning a Workflow Process
      • Analyzing Existing Performance of a Business Process
      • Identifying Areas for Improvement
    • Identifying Actions That the Business Process Performs
    • Identifying an Automation Solution
      • Identifying the Solution That Most Closely Meets the Requirements
      • Determining if a Workflow Process or Workflow Policy Meets the Requirement
  • Process of Planning Workflow Processes
    • Determining the Workflow Process Mode
    • Determining How to Start a Workflow Process
      • Using a Workflow Policy to Start the Workflow Process
      • Using an Event to Start the Workflow Process
      • Using a Script to Start the Workflow Process
      • Summary of Configurations That Start the Workflow Process
    • Determining the Decision Logic That the Workflow Process Uses
      • Configurations That Use Decision Logic in a Workflow Process
        • Using Decision Conditions with the Decision Point
    • Determining the Actions the Workflow Process Must Perform
      • Data Manipulation in a Workflow Process
      • Uses and Limitations of Actions That the Workflow Process Performs
      • Using the Business Service Step
      • Using the Siebel Operation Step
    • Determining Error Handling
    • Examining Seed Workflow Processes
    • Determining How to Manage Objects You Modify
      • Object Management Tools That You Can Use in Siebel Tools
    • Considering Other Business Requirements
  • Job Roles That You Use to Develop a Workflow Process
• 5 Using the Siebel Workflow Development Environment
  • Using the Siebel Workflow Development Environment
  • Preparing Siebel Tools to Develop a Workflow Process
    • Displaying Object Types You Use to Develop a Workflow Process
  • Locating a Workflow Process in the Workflow Processes List
    • Displaying Properties of a Workflow Process
  • Using the Process Designer
    • Explanation of Callouts
    • Functionality of the Process Designer
    • Making a Workflow Process Editable
      • Data That a Workflow Process Can Access During Configuration
  • Using the Workflow Task Editor Toolbar
    • Buttons You Can Use on the Workflow Task Editor Toolbar
    • Displaying the Workflow Task Editor Toolbar
    • Validating a Workflow Process
    • Deploying a Workflow Process Beginning with Siebel CRM Version 8.0
    • Copying Instead of Revising a Workflow Process
• 6 Creating a Workflow Process
  • Creating a Workflow Process
  • Creating the Workflow Process Object Definition
    • Naming a Workflow Process
    • Reviewing Existing Workflow Processes
    • Copying a Workflow Process
    • Modifying a Workflow Process
    • Revising a Workflow Process
    • Creating a New Workflow Process
    • Defining the Primary Business Component
      • Updating Fields That Reside in Nonprimary Business Component
        • Guidelines for Configuring Joins and Links
  • Diagramming a Workflow Process
    • Displaying the Label for a Connector
    • Adding or Removing a Connector Point
• 7 Adding Workflow Process Steps
  • Adding Workflow Process Steps
  • Overview of Workflow Process Steps
    • Adding a Step to a Workflow Process
    • Naming a Workflow Process Step or a Process Property
    • How Siebel Tools Assigns Sequence Numbers to Workflow Process Steps
    • Configuring the Properties of a Workflow Process Step
    • Deleting a Workflow Process Step or Connector
  • Adding Steps and Connectors
    • Overview of Step Types
    • Adding a Start Step
    • Adding a Business Service Step
      • Making a Business Service Visible to a Workflow Process
      • Using the Pass By Reference Feature with a Business Service
      • How a Business Service Calls a UNIX Shell Script
    • Adding a Decision Point
      • Moving Branch Logic from a Workflow Process to a Workflow Policy
    • Adding a Sub Process Step
      • Using a Sub Process Step with the Process Simulator
      • Adding an Input Argument on a Sub Process Step
      • Copying a Value from a Parent Workflow Process to a Sub Process
      • Using the Pass By Reference Feature with a Sub Process
    • Adding a Siebel Operation Step
      • Using a Siebel Operation Step to Update a Process Property
      • Using a Siebel Operation Step with the Object Id Process Property
      • Using a Siebel Operation Step with the Upsert Operation
      • Configuring the Operation Property
      • Using a Siebel Operation Step with a Search Specification
        • Adding a Literal Search Specification
        • Referencing a Business Component Field in a Search Specification
        • Using Compound Expressions and Substitutions in a Search Specification
      • Using a Siebel Operation Step to Update a Field That References a Multi-Value Group
      • Using a Siebel Operation Step with a Calculated Field
      • Using a Siebel Operation Step to Traverse a Record Set
        • Stopping a Traverse a Record Set Operation
        • Counting the Number of Records Siebel CRM Gets or Updates
      • How Siebel Operations and Workflow Policy Programs Use Different Object Layers
    • Adding a Task Step
    • Adding a User Interact Step
      • Behaviors of the User Interact Step
      • Restrictions for Using a User Interact Step
      • Defining a Run-Time Event for a User Interact Step
      • Configuring a User Interact Step to Set a View Name
    • Adding a Wait Step
      • Resuming a 7.0 Workflow Process
      • Setting the Processing Mode Property of a Wait Step
    • Adding a Stop Step
      • How Siebel CRM Handles the Stop Step
      • Calling a Workflow Process That Includes a Stop Step
      • Defining a Custom Error Message on a Stop Step
        • Defining Multiple Custom Error Messages for a Stop Step
    • Adding an End Step
      • Differences Between the End Step and the Stop Step
    • Adding a Workflow Process Connector
    • Defining a Property for a Workflow Process Step
• 8 Manipulating Data in a Workflow Process
  • Manipulating Data in a Workflow Process
  • Using Process Properties
    • Overview of the Process Property
      • Process Property and the Property Set
        • Explanation of Callouts
      • How Siebel CRM Sets the Starting Value of a Process Property
      • How Siebel CRM Sets the Ending Value of a Process Property
    • Arguments That You Can Define for a Process Property
      • Input Arguments of the Business Service Step, Sub Process Step, and Wait Step
      • Output Arguments of the Business Service Step, Sub Process Step, and Siebel Operation Step
      • Process Properties of the Business Service Step
    • Using the Multi Value Property Window
      • MVPW Usage with the Step Argument
        • Explanation of Callouts
      • Viewing a Process Property in the MVPW
      • Viewing a Step Argument in the MVPW
      • Defining a Step Argument in the MVPW
        • How the Type Field Affects Other Fields of a Step Argument
      • Changes Starting with Siebel CRM Version 8.0
      • Using the Object Explorer to View a Step Argument
    • Using Predefined Process Properties
      • Object Id Process Property
        • Run-Time Event Behavior
        • Changing the Active Row in a Workflow Process Step
      • Using the In/Out Process Property
        • Running a Workflow Process to Avoid a Response Data Insert
    • Defining a Custom Process Property
    • Using Process Properties to Manipulate Data
      • Passing a Process Property In and Out of a Workflow Process Step
      • Passing a Process Property by Reference
      • Passing Data Through a Process Property to an Error-Workflow Process
      • Concatenating a Process Property
      • Referencing a Process Property
      • Externalizing Workflow Properties
  • Passing Data to and from a Workflow Process
    • Passing Values to a Workflow Process
    • Passing Values from a Workflow Process
    • Passing a Parameter from a Workflow Process to a Global Variable
    • Passing a Constant from a Workflow Policy Action to a Workflow Process
    • Examples Scripts That Pass Data to and from a Workflow Process
      • Using a Script to Start a Workflow Process and Create an Input Property Set
      • Using a Script to Define Property Sets for the Input Property Set
      • Using a Script to Create Property Sets
      • Using a Script to Assemble Properties and Child Property Sets in the Input Property Set
      • Using a Script to Call the Workflow Process Manager Business Service and Pass the Input Property Set
      • Using a Script to Access Parameters for a Workflow Process
  • Configuring a Decision Condition for a Workflow Process
    • Configuring a Decision Condition
      • Viewing an Example of a Decision Condition
      • Adding a Branch Connector
      • Creating a Decision Condition on a Branch Connector
      • Adding Multiple Branches to a Single Workflow Process Step
      • Comparison of Branching Declaratively to Programming with a Script
      • Using Parallel Processing in a Workflow Process
    • Configuring Fields in the Compose Condition Criteria Dialog Box
    • Configuring Expressions in the Expression Builder
      • Using Compare To Options
      • Using Simple Comparison Operations
      • Using Iterative Comparison Operations
        • All Must Match Operation
        • This Must Match Operation
        • None Can Match Operation
        • One Must Match Operation
        • Other Iterative Comparison Operators
      • Using Substitution Variables in an Expression
        • Referencing a Business Component Field You
        • Example of Using an Expression to Compare Values
  • Accessing Data from a Run-Time Event in a Workflow Process
  • Using the Timestamp
• 9 Testing a Workflow Process
  • Testing a Workflow Process
  • About the Testing Tools
    • Validate Tool
    • Process Simulator
      • Using the Process Simulator with Different Workflow Modes
      • Using the Process Simulator with a Server Component
      • Using the Process Simulator to Start a Workflow Process
      • Preparing the Simulator for Use with a Script
      • Using the Watch Window
        • Guidelines for Using the Watch Window
        • Property Set of the Watch Window
    • Business Service Simulator
    • Event Logs
  • Process of Testing a Workflow
    • Validating the Workflow Process
      • Ignoring a Validation Rule
    • Preparing to Use the Process Simulator
    • Using the Process Simulator
      • Guidelines for Using the Process Simulator
      • Simulating an Interactive Workflow Process
    • Verifying Functionality
  • Troubleshooting Validation and Simulation Problems
    • Troubleshooting a Problem That Occurs During Validation
    • Troubleshooting a Problem That Occurs During Simulation
    • Restarting the dbeng9.exe and siebel.exe Processes
• 10 Administering a Workflow Process
  • Administering a Workflow Process
  • Process of Deploying a Workflow Process
    • Preparing the Run-Time Environment
      • Making Sure the Objects That the Workflow Process References Are Available
      • Activating a Field That a Workflow Process Uses
      • Deploying a Workflow Process to the Siebel Mobile Web Client
        • Testing Routing Behavior with Full Copy Nodes
        • Using a Run-Time Event with a Mobile Client
        • Notifying Mobile Users Who Are Not Synchronized
      • Deploying a Workflow Process on a Regional Node
      • Deploying a Workflow Process in a Multilingual Environment
      • Deploying a Workflow Process as a Web Service
    • Publishing a Workflow Process
    • Activating a Workflow Process
    • Activating a Single Workflow Process
    • Activating a Batch of Workflow Processes
    • Using the Activate Button in the Siebel Client
  • Process of Migrating a Workflow Process
    • Developing a Migration Strategy
      • Comparison of Migration Options
      • Migrating with Application Deployment Manager
      • Migrating with REPIMEXP
      • Migrating with the Workflow Admin Service Business Service
      • Migrating with Import/Export
      • Migrating with Siebel Tools
        • Explanation of Callouts
        • Migrating with Siebel Tools and the Siebel Client
        • Explanation of Callouts
        • Importing and Exporting with Siebel Tools Features
        • Backing Up Workflow Processes
        • Importing and Exporting a Sub Process
        • Importing and Exporting Carriage Returns
      • Redeploying a Workflow Process After You Migrate It
    • Migrating a Workflow Process
      • Importing and Exporting a Workflow Process
        • Importing a Workflow Process
        • Exporting a Workflow Process
    • Migrating with the Workflow Admin Service Business Service
  • Process of Administering a Workflow Process
    • Viewing Run-Time Instances of a Workflow Process
      • Where Siebel CRM Stores Information About a Workflow Process Instance
      • Viewing Workflow Processes That Are Defined Before Siebel CRM Version 7.7
    • Administering Workflow Process Instances
    • Stopping a Workflow Process Instance
      • Stopping a Workflow Process Instance with a Script
    • Deactivating a Workflow Process
    • Deactivating More Than One Workflow Process Instance
    • Removing a Workflow Process from the Run-Time Environment
      • Removing a Workflow Process from Workflow Instance Monitor
  • Monitoring a Workflow Process
    • Overview of Monitoring and Troubleshooting Tools
    • Setting Monitoring Levels for a Workflow Process
      • Monitoring Workflow Process Instances
        • Monitoring Level
      • Setting the Monitoring Level Parameter
      • Guidelines for Setting the Monitoring Level
      • Monitoring Level and Compatibility with the 7.0 Workflow Process
    • Setting Monitoring Levels for Tracing and the Event Log
      • Increasing Tracing Levels for Server Components of the Workflow Management Server
    • Collecting Data About the Properties of a Workflow Process
    • Collecting Timing Data
    • Collecting Information About System Behavior and Server Component Behavior
  • Diagnosing a Workflow Process That Has Failed
    • Diagnosing a Workflow Process That Has Failed in a Production Environment
      • Using Tracing to Diagnose a Workflow Process
      • Using Instance Monitoring to Diagnose a Workflow Process
      • Using the Business Service Simulator to Diagnose a Workflow Process
      • Avoiding Excessive Records in the S_WF_PROP_VAL Table
      • How to Get Help with an Error of a Workflow Process
    • Troubleshooting Problems That Occur While a Workflow Process Runs
  • Recovering a Workflow Process
    • Overview of the Workflow Recovery Manager
      • Architecture of the Workflow Recovery Manager
        • Explanation of Callouts
    • Process of Using the Workflow Recovery Manager
      • Enabling the Workflow Recovery Manager
      • Preparing to Test the Workflow Recovery Manager
      • Testing the Workflow Recovery Manager
    • Recovering Workflow Process Instances
      • Automatically Recovering a Workflow Process Instance
      • Manually Recovering a Workflow Process Instance
      • How Call Depth Affects Resuming a Workflow Process
    • Guidelines for Recovering a Workflow Process
  • Upgrading a Workflow Process
    • Upgrading the Runtime and Repository Schema
    • Merging Workflow Processes
    • Mode Requirements for an Upgraded Workflow Process
  • Setting Workspace Version Support For Workflows
    • Creating a Workflow on Different Workspace Versions
    • Executing the Workflow on Different Workspace Versions
• 11 Options for Configuring a Workflow Process
  • Options for Configuring a Workflow Process
  • Setting the Workflow Mode Property
    • Types of Workflow Process Modes
      • About the Service Workflow Process
      • About the Interactive Workflow Process
        • Interactive Workflow Process in a UI Context
      • About the Long-Running Workflow Process
      • About the 7.0 Workflow Process
        • 7.0 Flow Usage
    • Options for the Workflow Mode Property
      • Workflow Mode Usage with the Wait Step and the User Interact Step
      • Workflow Mode Usage with the Sub Process Step
    • Options for an Interactive Workflow Process
      • About the Synthetic Event
        • Comparison of a Synthetic Event to a User Event
        • Forward and Backward Navigation Between Views
        • Guidelines for Configuring Backward Navigation
        • Synthetic Event Methods
        • Configuring a Synthetic Event Button for Next and Back Events
        • Configuring a Synthetic Event Button for the Save Workflow Event
        • Configuring a Synthetic Event Button for the Resume Last Flow Event
      • Pausing and Resuming an Interactive Workflow Process
        • Persisting a Workflow Process
        • How Siebel CRM Uses the Cache of an Interactive Workflow Process That Is Paused
        • Event Handling with an Interactive Workflow Process That Is Paused
        • How Siebel CRM Handles an Interactive Workflow Process That it Cached
    • Options for a Long-Running Workflow Process
      • Defining a Sub Process that Assigns a Long-Running Workflow Process
      • Defining a Long-Running Workflow Process That Assigns a Task UI to a User
    • Enabling Workflow Persistence
      • How Workflow Persistence Works with Different Workflow Process Modes
        • Process Monitoring with Workflow Persistence
      • Enabling Persistence for a Workflow Process
  • Starting a Workflow Process
    • Starting a Workflow Process from a Workflow Policy
    • Starting a Workflow Process from a Run-Time Event
      • Choosing Between a Run-Time Event and a Workflow Policy
        • Comparison of Using a Run-Time Event to a Using a Workflow Policy
      • Defining a Button That Starts a Workflow Process
        • Avoiding the Cannot Resume Workflow Process Error
      • Identifying a Predefined Workflow Process That a Run-Time Event Starts
    • Starting a Workflow Process from a Business Service
      • Guidelines for Starting a Workflow Process from a Business Service
    • Starting a Workflow Process from Another Workflow Process
    • Starting a Workflow Process from the Workflow Process Manager
      • Remote Synchronous Processing
      • User Key Routing with Workflow Process Manager
      • Controlling How Siebel CRM Handles the User Id
    • Starting a Workflow Process from the Application Object Manager
    • Starting a Workflow Process from a Script
      • Starting a Workflow Process from a Script in the Object Manager
      • Starting a Workflow Process from a Script That Sends Field Values to Process Properties
      • Using the Server Requests Business Service to Start a Workflow Process from a Script
    • Starting a Workflow Process from a Custom Toolbar
    • Other Configurations That Start a Workflow Process
      • Using the Business Integration Manager to Start a Workflow Process
  • Handling Errors
    • Using an Error Exception Connector to Handle Errors
      • Example of Error Exception Handling
      • Defining an Error Exception Connector
      • Defining an Error Exception Connector to Handle an Update Conflict
    • Using a Stop Step to Handle Errors
    • Using an Error Workflow Process to Handle Errors
      • Benefits of Using an Error-Workflow Process
      • How Siebel CRM Handles Errors
        • How Siebel CRM Handles Errors for a Workflow Process
        • How Siebel CRM Handles Errors for a Sub Process
    • Recovering a Failed Workflow Process
  • Configuring Events
    • Configuring Run-Time Events
      • Using Run-Time Events with a Long-Running Workflow Process
      • Using Run-Time Events with a User Interact Step
      • Using Run-Time Events in a Business Object Context
      • Defining a Run-Time Event in a Many-to-One Relationship
      • Using a Run-Time Event with the Updated By Field
      • Run-Time Events That You Cannot Use to Start a Workflow Process
      • Using a Run-Time Event More Than One Time
    • Configuring a User Event
      • Using the Workflow User Event Service Business Service to Create a User Event
        • Starting the Workflow User Event Service Business Service
      • Configuring a Long-Running Workflow Process to Wait for a User Event
  • Configuring Batch Processing
    • Parameters of the Workflow Process Batch Manager
    • Configuring Batch Processing with a Search Specification
    • Configuring Batch Processing to Run Repeatedly at a Specific Interval
    • Configuring Batch Processing with Linked Fields
    • Configuring Batch Processing with a Custom Business Service
  • Configuring a Workflow Process for a Multilingual Environment
    • Using Literal Values in a Multilingual Environment
    • Using Expressions in a Multilingual Environment
      • Decision Point Example
      • Business Service Example
    • Using Wait Steps with Global Time Calculations
      • Using a Time Zone Setting with a Wait Step
    • Using the Locale Code Parameter
• 12 Example Workflow Processes
  • Example Workflow Processes
  • Defining a Workflow Process That Creates an Activity for a Sales Representative
    • Creating the Workflow Process
    • Adding Steps and Connectors to the Workflow Process
    • Defining Properties and Arguments for Workflow Process Steps
    • Defining the Run-Time Event That Starts the Workflow Process
    • Defining a Decision Condition for the Decision Point
    • Preparing This Example for Testing
    • Simulating the Workflow Process
    • Deploying and Verifying the Workflow Process
  • Defining a Workflow Process That Traverses a Record Set to Close Service Requests
    • Creating the Child Business Component
    • Creating a Relationship Between the Child and the Business Object for the Primary
    • Creating the Workflow Process
    • Configuring the Query Steps
    • Defining a Decision Condition for the Decision Point
    • Configuring the Remaining Workflow Steps
    • Preparing Test Records
    • Validating and Simulating the Workflow Process
    • Preparing the Workflow Process for Production
  • Defining a Workflow Process That Attaches an Activity Plan to an Opportunity
    • Creating the New Workflow Process
    • Defining Properties for Workflow Process Steps
    • Preparing Example Data for the Simulation
    • Validating and Testing the Workflow Process
    • Configuring the Button That Starts the Workflow Process
    • Deploying the Workflow Process
    • Verifying the Functionality of the Workflow Process
  • Defining a Workflow Process That Manages Research Activities for a Service Request
    • Creating the Workflow Process
    • Configuring the Workflow Process Steps and Connectors
    • Testing, Deploying, and Verifying the Workflow Process
  • Defining a Workflow Process That Creates a Service Request
    • Creating the Workflow Process
    • Defining Connectors for the Workflow Process
    • Defining Properties for the Siebel Operation Steps
    • Defining Input Arguments That Set the Commit Time
    • Testing, Deploying, and Verifying the Workflow Process
  • Defining a Workflow Process That Creates a Service Request and Navigates the User
    • Modifying the Existing Workflow Process
    • Testing and Deploying the Workflow Process
    • Verifying Functionality of the Workflow Process
• 13 Example Workflow Processes That Call a Business Service
  • Example Workflow Processes That Call a Business Service
  • Examples That Use the Server Requests Business Service
    • Using the Server Requests Business Service to Start a Workflow Process from a Script
    • Using the Server Requests Business Service to Call EIM
  • Examples That Use the Outbound Communications Manager Business Service
    • Using the Outbound Communications Manager with a Substitution
    • Using the Outbound Communications Manager to Send an Email to the Owner of a Product Defect
      • Defining the Custom Recipient Group
      • Defining the Product Defect and Employee Link
      • Defining a Template for the Email Message
      • Defining a Workflow Process That Calls the Email Template
  • Externalizing Properties When Using a Business Service
    • Overview of Externalizing Properties
      • Benefits of Externalizing Properties
    • Defining Input Arguments for an EAI Business Service
    • Example of Defining Input Arguments in an XML Hierarchy
    • Example of Defining Input Arguments in Siebel eScript
    • Maintaining the XML File
• 14 Using Predefined Workflow Policies
  • Using Predefined Workflow Policies
  • About Workflow Policies
    • Overview of Workflow Policy Objects
    • Relationships Between Objects of a Workflow Policy
    • Explanation of Callouts
    • Viewing the Hierarchy That Exists Between Workflow Policy Objects
    • Example of an Entity Relationship Diagram for a Workflow Policy
    • Using a Workflow Policy to Monitor Tables
    • Structure of a Workflow Policy
      • Explanation of Callouts
    • Workflow Policy Condition
    • Workflow Policy Action
    • Workflow Policy Program
      • Predefined Workflow Policy Programs
    • Sequence That a Workflow Policy Uses
      • Explanation of Callouts
    • Hierarchy of Workflow Policy Objects
    • How Siebel Tools Indicates the Primary Workflow Policy Component
  • Types of Predefined Workflow Policy Programs
    • Overview of Predefined Workflow Policy Programs
    • Workflow Policy Program That Sends a Page
    • Using Numeric Paging
    • Workflow Policy Program That Sends an Email
    • Sending an Email to an Address That Siebel CRM Stores in a Custom Field
    • Workflow Policy Program That Sends a Broadcast Message
    • Activating the Check New Broadcasted Message Workflow Policy
    • Consolidating Messages That Siebel CRM Sends Through the Send Broadcast Message Workflow Policy Program
    • Workflow Policy Programs That Run a Database Operation
    • Workflow Policy Program That Runs an External Program
  • Using Predefined Workflow Policy Programs
    • Using a Workflow Policy Program to Manage the Service Request Close Date
    • Using a Workflow Policy Program to Assign a Service Request Owner
    • Using a Workflow Policy Program to Escalate a Service Request
    • Using a Workflow Policy Program to Send a Quote Through a Pager
    • SQL Usage with This Example
  • Using Predefined Workflow Policy Programs for Siebel Marketing
    • Using a Workflow Policy Program to Send Email for a Marketing Campaign
      • Modifying Available Substitutions
    • Using a Workflow Policy Program to Create Activities for a Marketing Campaign
    • Using a Workflow Policy Program to Assign a Contact to a Marketing Campaign
    • Developing a Workflow Policy That Manages a Marketing Campaign
      • Defining Workflow Policy Actions for the Marketing Campaign
      • Defining the Workflow Policy Group for the Marketing Campaign
      • Defining the Email for the Marketing Campaign Policy
      • Defining the Assign Non Respondents Policy
        • Defining Logic That Calls the Assign Nonrespondents Policy
  • Configuring a Predefined Workflow Policy
    • Viewing Groups of Predefined Workflow Policies
    • Configuring a Predefined Workflow Policy for Messaging
    • Identifying Objects That the Workflow Policy Must Modify
• 15 Defining Custom Workflow Policies
  • Defining Custom Workflow Policies
  • Process of Planning a Workflow Policy
    • Creating a Plan for the Workflow Policy Group
      • Grouping Workflow Policies That Include Similar Durations
    • Creating a Plan for the Workflow Policy
      • Developing Workflow Policies in Small Groups
    • Identifying Objects That the Workflow Policy Monitors
    • Determining Requirements for the Workflow Policy
    • Creating a Plan for the Workflow Policy Action
    • Examining Predefined Workflow Policies
    • Creating a Plan for the Test and Migration Strategy
      • Guidelines for Creating a Plan for the Test and Migration Strategy
    • Examples of Planning a Workflow Policy
      • Planning a Workflow Policy That Sends a Discount Notice
      • Planning a Workflow Policy That Notifies the User That Service Requests Require Attention
  • Process of Defining a Workflow Policy
    • Defining a Workflow Policy Group
    • Defining a Workflow Policy Action
    • Restrictions with Defining a Workflow Policy Action
      • Calling a DLL or External Function
      • Using an Insert Operation with a Workflow Policy Action
    • Using the Arguments List
      • How Siebel CRM Refreshes the Applets You Use
    • Using the Recipients List
      • Using the Send to Relative Recipient Type
      • Sending an Email to Multiple Relative Recipients
    • Defining a Workflow Policy
      • Restrictions with Defining a Workflow Policy
  • Examples of Configuring Workflow Policies
    • Examples of Configuring a Workflow Policy Action
      • Configuring a Workflow Policy Action That Sends a Page
      • Configuring a Workflow Policy Action That Sends an Email with a Repeating Message
      • Configuring a Workflow Policy Action That Sends a Broadcast Message
      • Configuring a Workflow Policy Action That Runs a Database Operation
      • Configuring a Workflow Policy Action That Runs an External Program
        • Configuring an External Program to Run on UNIX
    • Examples of Configuring a Workflow Policy
      • Configuring a Workflow Policy That Sends Paging Notification of Service Requests That Are Not Assigned
      • Configuring a Workflow Policy That Sends an Email Notification of Open Opportunities
        • Aligning the Timing of the Workflow Policy Monitor with Email Creation
  • Customizing Workflow Policy Objects
    • Displaying Workflow Policy Object Types
      • Workflow Policy Objects That Siebel CRM Displays in the Siebel Client
      • Objects That Siebel CRM Displays in the Workflow Policy View
      • Objects That Siebel CRM Displays in the Actions View
    • Configuring a Custom Workflow Policy Column
      • Configuring a Workflow Policy Condition That References a Foreign Key
    • Configuring a Custom Workflow Policy Object
    • Configuring a Custom Workflow Policy Component
    • Configuring a Custom Workflow Policy Component Column
      • Modifying a Workflow Policy Component Column to Display a Custom Label
    • Configuring a Custom Workflow Policy Program
      • Copying an Existing Workflow Policy Program
      • Using a Carriage Return in a Workflow Policy Program
      • Configuring Required Values
    • Configuring a Workflow Policy Program Argument
      • Guidelines for Configuring a Workflow Policy Program Argument
      • Guidelines for Using an SQL Statement with a Workflow Policy Program Argument
  • Defining Conditions for a Workflow Policy
    • Using Standard Comparisons in the Conditions List
    • Using Specialized Operators in the Conditions List
      • Guidelines for Using Specialized Operators
      • Generating Database Triggers with Specialized and Standard Operators
      • Using IS UPDATED in the Conditions List
      • Using IS DELETED in the Conditions List
    • Using Date Calculations in the Conditions List
    • How Siebel CRM Interprets a Field That Is Not Known
• 16 Administering, Testing, and Migrating Workflow Policies
  • Administering, Testing, and Migrating Workflow Policies
  • Administering Workflow Policies
    • Confirming Workflow Policies Installation
      • Confirming the Repository Setting for Workflow Policies
      • Confirming Siebel Workflow is Set Up for Workflow Policies
    • Administering Database Triggers on the Workflow Policy Server
      • Overview of Creating Database Triggers
        • How Generate Triggers Works with a Workflow Policy That Contains Multiple Conditions
        • Using an AND Condition with Multiple Database Triggers
      • Configuring Database Triggers
        • Using the EXEC Parameter
        • Manually Running the SQL Script File
      • Guidelines for Configuring Database Triggers
      • Using Database Triggers with Remote Users
      • Managing Database Triggers and Database Administration
      • Fixing Problems in the S_ESCL_REQ Table
    • Administering Email Manager and Page Manager
      • Guidelines for Configuring the Email Manager Server Component
        • Date Format in an Email Message
      • Setting Up the Communications Profile to Send Email Through a Workflow Process
      • Starting the Email Manager Server Component
        • How Outbound Communications Manager Sends Email
        • Mail Profile Parameter
      • Starting the Page Manager Server Component
      • Parameters of the Page Manager Server Component
      • Troubleshooting Email Manager and Page Manager
        • Making Sure the Siebel Server Can Send an Email to a Valid Recipient
    • Running a Workflow Policy with the Workflow Action Agent
      • Starting the Workflow Action Agent
      • Shutting Down the Workflow Action Agent
      • Using Workflow Action Agent for Batch Policies
    • Running a Workflow Policy with Workflow Monitor Agent
      • About the Workflow Monitor Agent
      • Tables That Workflow Monitor Agent Uses
      • How the Workflow Monitor Agent Runs Workflow Policies
      • How Workflow Monitor Agent Calculates the Duration
      • Managing the REQ_ID Column of the S_ESCL_REQ Table
      • Using Replication with the Workflow Monitor Agent
      • Starting Workflow Monitor Agent
        • Creating a New Workflow Monitor Agent Server Component
        • Starting the Workflow Monitor Agent
      • Stopping or Restarting a Component of the Workflow Monitor Agent
      • Keeping Definitions for Workflow Monitor Agent Current
      • Setting the Parameters of the Workflow Monitor Agent
        • Setting the Use Action Agent Parameter
        • Setting the Keep Log Days Parameter
    • Configuring a Workflow Policy to Run in Batch Mode
      • Consolidating Email Messages
      • Configuring Batch Mode to Make Sure Siebel CRM Calls a Workflow Policy Correctly
        • Example of Configuring Batch Mode to Make Sure Siebel CRM Calls a Workflow Policy Correctly
    • Moving a Workflow Policy to a Different Group
    • Converting a Workflow Policy to a Workflow Process
    • Configuring a Workflow Policy to Reference Multiple Tables
    • Expiring a Workflow Policy
      • Resolving a Problem That Fails to Load Parent Rows
    • Deleting an Obsolete Workflow Policy
      • Locating Workflow Policies That Are Deleted or Expired
        • Locating Deleted Workflow Policies
        • Locating Expired Workflow Policies
  • Monitoring, Testing, Troubleshooting, and Migrating a Workflow Policy
    • Tracing a Workflow Policy
      • Log Levels for Tracing and Events for Workflow Policies
    • Using Charts and Reports for Workflow Policies
    • Using the Workflow Policy Log to Monitor a Workflow Policy
    • Testing a Workflow Policy
    • Fixing a Workflow Policy That Does Not Trigger
      • Tracing a Workflow Policy
    • Migrating Workflow Policies to the Production Environment
• 17 Reference Materials for Siebel Workflow
  • Reference Materials for Siebel Workflow
  • Fields and Arguments of Process Properties
    • Input Argument Fields of a Process Property
    • Output Argument Fields of a Process Property
    • Recipient Argument Fields of a Process Property
    • Input Argument Fields of a Search Specification of a Process Property
  • Predefined Business Services
    • Server Requests Business Service
      • Using Synchronous and Asynchronous Modes with the Server Requests Business Services
      • Parameters of the Server Request Broker
        • Passing Parameters to Server Components
      • Methods That You Can Use with the Server Requests Business Service
        • Arguments of the Submit Request Business Service Method
        • Arguments of the Cancel Request Business Service Method
    • Workflow User Event Service Business Service
    • Workflow Utilities Business Service
      • Echo Method of the Workflow Utilities Business Service
      • Using Output Parameters with the Echo Method
    • Workflow Admin Service Business Service
      • Methods of the Workflow Admin Service Business Service
    • Other Business Services That a Workflow Process Uses
      • Synchronous Assignment Manager Requests Business Service
        • Arguments for the Synchronous Assignment Manager Requests Business Service
        • Avoiding Errors Due to Locked Records
      • Outbound Communications Manager Business Service
      • Report Business Service
      • FINS Data Transfer Utilities Business Service
      • Data Validation Manager Business Service
      • Dynamic UI Business Service
• Glossary