Using a Workflow Policy Program to Assign a Service Request Owner

The example in this topic uses a predefined Workflow Policy program to assign a service request that is not yet assigned. If an open service request is not assigned for a certain amount of time, then this Workflow Policy program assigns it to a person who is considered an expert handling this type of the service request. This configuration allows the appropriate person to view the incoming service request, choose a new owner from a drop-down list, and then place this owner in the service request field that matches the Workflow Policy condition.

Argument Name	Description
Primary ID	Contains the Row Id of the service request that meets the Workflow Policy condition.
Primary Table Operation Type	Specifies the S_SRV_REQ table. Specifies to run the Update operation.
New Owner (Column)	Specifies to update the Owner_EMP_ID field in the record that Siebel CRM updates.
New Owner	Specifies to display a drop-down list that allows the user to assign a new owner.
Visible	If checked, then indicates that the drop-down list is visible to the user.