1. Applications Administration Guide
  2. Inbox - Service Demo Creation Workflow

Inbox - Service Demo Creation Workflow

This workflow assigns service requests and creates inbox items.The workflow acts only on service requests where Area is Network; service requests in all other areas are ignored.

If the service request does not have an owner, then it is assigned to APARKER. Inbox items and Inbox item owners are created for the service request’s owner and the service request owner’s manager. Both users are then sent email to notify them that there are new items in their Inboxes.

The workflow is triggered when a service request is created. The following image shows the diagram for this workflow.

Inbox - Service Demo Creation Workflow: This image is described in the surrounding text.

Workflow Description

This workflow performs the following actions:

  1. Retrieve SRInfo. This step retrieves data about the service request, for example, its area, status, and service request number.

  2. SRArea, isSR Assigned, HR Policies SR Type, Default. If the service request is unassigned and value of the Area field is Network, then these steps assign the service request to APARKER.

  3. Query Inbox Existence, Is Object Item existed in Inbox. These steps check if an Inbox item for this service request already exists.

  4. CreateInbox For Owner. If an Inbox item does not already exist, then this step calls the CreateInboxEx method which creates an Inbox item of Inbox type SROwner, and an Inbox item owner. For more information, see CreateInboxEx Method.

  5. Get SREmployee Info. This step retrieves the email address of the service request’s owner.

  6. Manager Exist. This step determines if the owner of the service request has a manager.

  7. Get Manager Info, Create InboxMngr, IsEmailAddrExisted, Send Email to Manager and to Owner. If the owner of the service request has a manager, then:

    • These steps retrieve information about the manager.

    • These steps call the CreateInboxEx method to create an Inbox item of Inbox type SRManager, and an Inbox item owner.

    • These steps send email to both the manager and the owner of the service request.

  8. IsSROwnerEmail, Send Email to SR Owner. If the owner does not have a manager, then these steps send email to the owner of the service request.