Reauthenticate and display next workflow state

Summary

Reauthentication and showing next workflow state during multiple case routing (Enhancement 35989204)

Description

The application is enhanced to show the list of matching next workflow states in the Route to Next State drop-down based on the workflow rules configuration.

When you select the following option, the next workflow state appears above the dotted line, along with the value (Current):

• Route Multiple Cases in Worklist > New
• Route Multiple Cases in Worklist > Open
• Route Case(s) in Case Actions > Open > Select single case
• Route Case(s) in Case Actions > Open > Select multiple cases

The next workflow state also appears when all selected cases are in the same workflow state.

If there is a single match for the next logical workflow state, then that workflow state is displayed by default in the Route to Next State drop-down.

If there are multiple matches for the next logical workflow state, then (Current) is displayed by default and the matching workflow states are displayed below (Current) and above the dotted line in the Route to Next State drop-down.

If Enable Checklist on Route is set in the Console > User configuration, then during mulitple case routing, the Case Routing screen displays the Current State and Checklist based on the workflow rule.

Additionally, the application has also been enhanced to require entering password/re-authenticating when Require Password on Route is checked for routing a case from Workflow State A to B in Console > System Configuration > Workflow > Rules. You must have privileges to select one of the following options:

• Worklist > New > Route Multiple Cases
• Worklist > Open > Route Multiple Cases
• Case Actions > Open > Select single case > Route Case(s)
• Case Actions > Open > Select multiple cases > Route Case(s)

The password is required when a case is routed by selecting any of the matching state as per the workflow rules displayed above the dotted line in the Route to Next State drop-down.

The password is not required when a case is routed from case form by selecting any other state below the dotted line in the Route to Next State drop-down.

Note:

If many cases are selected at the same time or depending on the complexity of Advanced Conditions configured in Console > Workflow Rules, system performance may be impacted.