1. Business Process Framework: Workflow Guide
  2. Configuring a Workflow Policy Action That Sends a Page

Configuring a Workflow Policy Action That Sends a Page

The example in this topic includes a Workflow Policy action that sends a page. If the priority for a service request is very high and if the service request is not assigned to anyone, then Siebel CRM sends a page to a support manager.

To configure a Workflow Policy action that sends a page

  1. In the Siebel client, navigate to the Administration - Business Process screen, then the Actions view.

  2. In the Actions list, add a new record with the values shown in the following table.

    Field Value

    Name

    Page Support Manager when SR request changes.

    Program

    Send SR Page

    Workflow Object

    Service Request

    If a Workflow Policy object is defined in the Workflow Policy Program field, then Siebel CRM updates the Workflow Object field. If necessary, you can choose a Workflow Policy object from the drop-down list.

  3. In the Send Page Arguments form, define the argument with the values shown in the following table.

    Field Value

    Alpha Message Template

    The [SR Status] of [SR Number] was changed.

    You use the Numeric Message Template for numeric paging and the Alphanumeric Message Template for alphanumeric paging. The pager type in the employee table determines the type of paging to use. You can copy and paste fields that are available from the Available Substitutions window.

  4. In the Recipients list, add a new record with the values shown in the following table.

    Field Value

    Type

    Send to Position

    Name

    Support Manager

    You can now use this action in a Workflow Policy.

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

  6. Query the Workflow Object field for Service Request.

    This query returns a list of policies that you can use with the action that you defined in step 4.

  7. In the Name column, choose a Workflow Policy such as Page SR Owner (Gold).

  8. In the Actions list, create a new record and then locate the Page Support Manager When SR Request Changes action, which is the action you defined in step 2.

  9. Examine the Send Page Arguments form.

    Siebel CRM uses the information you define in this topic to update information in the Send Page Arguments form.