Using a Workflow Policy Program to Manage the Service Request Close Date

The example in this topic uses a Workflow Policy program to close service requests that are marked as resolved but not closed. You can define a Workflow Policy so that if a service request includes an activity of type Resolution, and if the service request is open for more than five days, then Siebel CRM changes the service request close date to the date for today. If this Workflow Policy calls the Workflow Policy program, then the Workflow Policy program changes the current system date to the value that the Close Date field of the service request contains.

Argument Name	Description
Primary ID	Contains the Row Id of the service request that meets the conditions for the Workflow Policy.
Primary Table Operation Type	Specifies the S_SRV_REQ table and the operation that Siebel CRM runs to do the Update operation.
Sql Statement	Contains a SQL statement to get the current date. It uses the following format: select sys_extract_utc(current_timestamp) from &Table_Owner.S_DUAL To get the current date, this statement calls the following Siebel function: now. The SQL can include a math function. For example, the following SQL statement returns the current date plus seven days: select {fn now()}+7 from &Table_Owner.S_DUAL Different RDBMS databases use different formats for the same function. For example, in MSSQL, the GetDate function returns the current date. The column name length must be less than 30 characters. For example, the following statement is not valid because it is more than 30 characters in length: TO_CHAR(CREATED,'dd month yyyy','NLS_DATE_LANGUAGE=FRENCH')
Sql Statement Outputs	Siebel CRM gets the value for the Today variable from the SQL statement.
New Close Date (Column)	Specifies to update the ACT_CLOSE_DT column in the record.
New Close Date	Specifies to update the field to the value of Today.
Update Row Id	Specifies the Row Id of the record you must update. This argument is the same as the value of the Primary ID.