1. Business Process Framework: Workflow Guide
  2. Using a Workflow Policy Program to Escalate a Service Request

Using a Workflow Policy Program to Escalate a Service Request

The example in this topic uses a predefined Workflow Policy program to assign an open service request to a manager. If the service request is not closed within a certain amount of time, then Siebel assigns it to the manager of the service request owner. This Workflow Policy program does the following:

  • Uses the Primary ID as input into a SQL statement

  • Uses an SQL query statement to get the current value of the Manager field

  • Sets the New Owner field to default to the current value of the Manager field

  • Allows the user to use a drop-down list to update the New Owner field

Argument Name Description

Primary ID

Contains the Row Id of the service request that meets the Workflow Policy condition.

Primary Table

Specifies the S_SRV_REQ table.

Operation Type

Specifies to run the Update operation.

New Owner (Column)

Specifies to update the Owner_EM_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.

Sql Statement

The Workflow Policy Monitor must use object definitions that are contained in the Workflow Policy object, Workflow Policy components, and Workflow Policy columns. If your configuration uses a Workflow Policy program, and if this configuration references Siebel tables, then you must use SQL code to explicitly join the base table.

The following example SQL statement joins four tables. These joins allow Siebel CRM to access the data that resides in these tables:

SELECT MGRPOS.PR_EMP_ID FROM 
&TABLE_OWNER.S_POSTN POS, &TABLE_OWNER.S_EMPLOYEE EMP, 
&TABLE_OWNER.S_POSTN MGRPOS, &TABLE_OWNER.S_SRV_REQ SR 
WHERE SR.ROW_ID = ? 
AND SR.OWNER_EMP_ID = EMP.ROW_ID 
AND EMP.PR_POSTN_ID = POS.ROW_ID 
AND POS.PAR_POSTN_ID = MGRPOS.ROW_ID

This SQL gets only one field.

This following SQL statement uses the question mark as a placeholder to input the value of the Primary ID. Siebel CRM replaces the question mark with the Primary ID:

SR.ROW_ID = ?

Sql Statement Inputs

Set to the value of Primary ID.

Sql Statement Outputs

Set to the value of Manager.