Configuring Actions in Policies

Select the purpose of the notification. Options are: Approval Required, Escalation, FYI, Follow-Up Requested, Hold Notification, SLA Warning, Task Assignment Notification, and Update Notification. This field is optional for worklist or email notifications.

In this release, task management uses this field as part of the post processing for its Notify Task Assignees workflow policy. To prevent the system from sending duplicate notifications to task assignees, the workflow post processing updates task management tables to indicate what notifications are sent after the policy action is triggered. The notification purpose for this policy is task assignment notification.

Select Delay Notification or Notify Immediately.

If you select Delay Notification, make additional selections either in the Delay Minutes and Repeat Time fields, or by clicking the Get Delay at Run Time link.

Click to access the page to establish a condition for any asynchronous (delayed) action. When you specify a condition here, the action only takes place if the evaluation of the condition is true at the time that the action is scheduled to start.

For example, service-level related workflow notifications (which are always sent after a specified delay) alert agents to impending deadlines. Consider an agreement that entitles a customer to one-hour guaranteed recovery time. This agreement is associated with a workflow action that reminds the assigned agent of this guarantee 30 minutes after a new case is created. The system schedules the notification when the case is created. But if the case is closed by the time 30 minutes have passed, the notification becomes irrelevant. An evaluation event can verify that the case is still open before sending the notification.

Select High, Medium, or Low Used at run time, priority indicates the importance of the notification's contents. The priority also appears on the worklist grid.

Enter the number of minutes after the triggering event occurs that the notification will be sent. If this field is blank, the process runs immediately. Enter this value if Delay Notification is selected as the process notification option.

Enter the number of notifications that need to be sent. The system reevaluates the policy conditions before sending repeat notifications. The notification is repeated until the conditions are no longer true. The system gets the delay time that is used between these notifications either in the Delay Minutes field or by capturing the value of the field that is specified in the Run Time Delay link (if the delay time needs to captured at runtime).

Click to access the Run Time Delay page, in which you then select one of two delay options:

Record/Field: Specify the record name and the field that contains the delay time (in minutes).

Term Name: Specify the term that represents the desired delay time (in minutes). An example would be: Send Notification at <percent> of the final notification time

Term Configuration: When a term is configurable, you will see a word wrapped in the greater than and less than symbols (<>). The wrapped word is the configurable value of the term. When you select a configurable term, the system makes the term name a link when you return to the Get Delay at Run Time page. The system displays a field when you click this link. You can then enter a value. Click Done to save the new value in the term.

Select the role of the notification recipient. If the system does not find a recipient (for example, if the role is assigned to an agent but the case is unassigned), the system does not send the notification.

For notifications that are sent to worklists, be sure that the role returns a list of user IDs. The role can be either a static user list role or a query role that returns user IDs.

For notifications that are sent to email addresses, use a query role that returns a list of person IDs or fully qualified email addresses in the format <address>@<service>.<domain>.

You should use roles that return person ID or provider group ID, which enables the workflow action to get more information about recipients, such as the their language preferences.

Select the recipient type of this workflow notification, person or provider group.

The selection allows the query to return the appropriate ID (either for a person or a provider group) to which the notification should be sent.

If the role is a query role (rather than a static user list), click this link to display the Binds Required page, where you enter the bind values for the query that is used in the query role. For every bind, information needs to be provided about how the data will be supplied. The data can come from either a level 0 record field or an alias. The alias is used if the data comes from a child scroll. This alias needs to be part of the context that pertains to the trigger point for which the policy is created.

The system populates these fields by default based on the context of the policy. To define the relationships between the context ID and the business process and activity name use the Context Relationship page (go to select Set Up CRM, then select Common Definitions, then select Workflow, then select Context Relationships).

If the page contains a one-to-one mapping between these fields, then the system populates the Business Process Name and Activity Name fields but hides the fields from the user. If it’s a one-to-many relationship, then the system displays these fields in drop-down list boxes and lists the available values.

A user can select a default business process and activity relationship in the setup page. This default relationship is initially populated in the drop-down list boxes.

Select the event that is appropriate for the notification channel (Worklist or Email).

See Understanding PeopleSoft CRM Workflow.

Select the component interface that triggers the PeopleTools workflow event. This is required for delayed notifications to create the context for which notifications need to be sent. The component interface must contain a method called EvaluateCondition, which is used by the AAF asynchronous (delayed) workflow process to reevaluate the triggering event before a delayed or repeat invocation of the workflow action. The permission list that is required for accessing the component interface and the method is CRCI1000.

By default, the system assigns the component interface that is specified on the policy. When such is the case, the Name field is not displayed unless there are multiple contexts for the policy.

Select a correspondence template that you want to use to create the content of the email notification. This is the default template that is used to send email notification if the correspondence template is not specified for the recipient's language in the Language Specific Template grid. The Language field displays the language used for the correspondence template.

Select to include the URL of the corresponding transaction to the email or worklist notification.

Some features, such as task management, use their own mechanism to embed the transaction URL in workflow notification. In the case of task management, the URL is represented by a term in the workflow templates for task management. Clear this check box if you are configuring the notification and workflow action for policies that pertain to these features.

Select this check box to indicate to the system that delayed SLA (service level agreements) can be canceled.

Configure the AAF workflow to use different templates for different languages. If the role query of the specified role returns a person ID, the system derives the language from the person's record and identifies the correspondence template that is associated with the recipient's language in this grid. If no template is specified for that language, the system uses the default template to send the email notification.

Click to add a new row to the Language-specific Templates group box.

Select this radio button if you want to use a record and field name to specify a run time delay for the action.

Select the record that contains the field that you want to use to specify a run time delay for the action.

Select the field that you want to use to specify a run time delay for the action.

Select this radio button if you want to use a term to specify a run time delay for the action.

Click this link to access the Term search page. Selecting a Term will cause the Notification Application Engine process to use the term instead of the record/field definition.

Displays the name of the term you selected. To enter a value for a term that includes a <percentage> or any other variable, click the link. The system displays the Configure Term section.

Displays the name of the term that you selected.

Enter a number to represent the amount of time that for which you want to delay the notification.

Enter the text for the history entry that shows up on the history page of the corresponding CRM component (for example, case, lead, opportunity, or installed product). You can enter terms in angle brackets in the text that will be resolved into real data.

Click to populate the grid at the bottom of the page with terms that you entered in the Description field. The term name in the text is an alias (it doesn't need to be the exact name of an existing term in the system).

In the grid, specify a term that corresponds to each term alias using the Get Term link.

Select the type of value that the term displays. Options are original value, original value - description, current value and current value - description.

For example, if the system enters history records for a change of status, the text is Status changed from {old status} to {new status}. The display type of {old status} can be the original value,, and {new status} the current value.

Select either Delay Update or Update Immediately.

If you select Delay Update, the system displays the Delay Minutes, Repeat times, Specify Condition and Get Delay at Runtime fields.

If you select Update Immediately the system hides these fields and the Case is updated when the action is triggered.

There are three options for specifying the delay minutes:

• You can enter a specific number of minutes.

• You can click the Specify Condition link and enter a term to retrieve the delay time when the policy is triggered.

• You can click the Get Delay at Runtime link and enter a record field to retrieve the delay time when the policy is triggered.

Enter the number of times an attempt to update the case should occur.

Only the first process for an update attempt is scheduled when the event is triggered. When the Delayed Case Update process runs, the system evaluates the delay condition.

If the delay condition is true, the system updates the case and no further attempts to repeat the process occurs.

If the delay condition is false and a value exists in this field, the number of times the process has been scheduled to attempt an update is compared to the number of requested repeat attempts. If the number of attempted case updates is less than the number specified in the Repeat Times field, then the system schedules a new Delayed Case Update process to run at a time determined by adding the current date and time to the delay minutes.

For example, if the Delay Minutes field has a value of 240 minutes and the Repeat Times field has a value of 5 and the event is triggered at 8 am, the case update processes will run every 4 hours for 20 hours based upon the evaluation of the delay condition.

Select to enable the Resolved by First Contact option on cases.

Select to marks cases as secured cases.

Select to set the Response Met DateTime on cases.

The Response Indicator on cases is set to on time (Y) if the actual Response DateTime is less than the entitled Response DateTime. Service Level Agreement (SLA) exceptions are cancelled if the response occurs on time.

Select to set the Restore Met DateTime on cases.

The Restore Indicator on cases is set to on time (Y) if the actual Restore DateTime is less than the entitled Restore DateTime. SLA exceptions are cancelled if the restore occurs on time.

Select a link category of the suggested action that you want to specify. Options include Benefits, Human Resources, Payroll, Related Actions, Stock, Training, and so on. Values in the Version field change based on the link category that you select.

Select a link definition that appears on the case record as suggested action. Values in this field change based on the link category that you select.

Select a relationship type, global, duplicate, or common.

Select Cascade to cascade data from a parent case to its child cases. Select No Change to deactivate the action. Case relationship actions are valid only for hierarchical case relationships. Data can cascade only from parent to child, not from child to parent and not from one case to an equivalent case.

Select Increment to add a unit to the prepaid support calls that are available to the customer. Select Decrement to subtract one from the balance.

Select the billing type: Both by case and by time, Case fee, or Time.

Enter a dialog (available in the specified business unit) to be initiated (when the evaluation of corresponding policy is true) to conduct the survey.

Select the recipient or the group of recipients (who share the same role) to receive notifications if the survey fails to initiate.

Enter a role name if you select Role in the Error Notification Recipient field.

Enter the user ID of the recipient if you select User ID in the Error Notification Recipient field.

Select a template family. Available values are based on licensed products that are found in the Installation record.

Select the display template to be used by the system to render the Case page.

Available values are returned based on the component (derived from the context of the associated policy that uses this action) and the selected template family.

Select a usage to refine the list of task group templates available for selection.

Select a task group template. At runtime, its associated tasks will be populated to the specified sales component (Lead or Opportunity) when the corresponding policy condition is met.

Select the business unit for which you want to automatically create HR HelpDesk cases. Only those business units that are synchronized from CRM to HCM along with the quick codes are available for selection.

Select the quick code you want to use for populating default values in cases that are created using the automatic case creation feature. Quick codes are effective dated and only the active ones at the time of setup are available for selection.

Enter the text to be populated in cases in this field. By default, the field displays the problem description text from the definition of the selected quick code. The problem description remains read-only if the Overwrite option for the Description field was enabled in CRM while synchronizing the quick code. If the Overwrite option is disabled, enter text in this field. It will be used as the default problem description in cases that are created as a result of the execution of this AAF policy.