Configuring a Workflow Policy That Sends Paging Notification of Service Requests That Are Not Assigned

The example in this topic uses a Workflow Policy to send a page. If the priority for a service request is Very High, and if no one is assigned to this service request, then Siebel CRM sends a page to the support manager. Assume the Send Page action is already defined.

To configure a Workflow Policy that sends paging notification of service requests that are not assigned

1. Navigate to the Administration - Business Process screen, then the Policies view.

2. In the Policies List, create a new record with the values shown in the following table.

   Field	Value
   Name	Page Support Manager
   Workflow Object	Service Request
   Policy Group	High Frequency
   Duration	2 hours

3. In the Conditions list, add two new records with the values shown in the following table.

   Condition Field	Operation	Value
   Service Request Priority	= (equals)	High
   Service Request Owner	IS NULL	(Leave this field empty.)

   This step defines the action that Siebel CRM runs if the conditions are met.

4. In the Actions list, add an Action.

5. Select the appropriate notification action in the Action field.

   For example, select Page for Critical SR Gold Support.