Forums

 
ForumForumMainstream Foru...Mainstream Foru...WorkflowWorkflowhelp in implement case processhelp in implement case process
Previous Previous
 
Next
 Disabled
New Post
 11/20/2013 10:06 PM
 

Dear Supporter,

in our company the case process have to flow 4 steps:

- Step 1:  Customer Service Officer  create the case 

-  Step 2: Quality Management Specialist  Check the case and route the case to Specialized department (this department can be difference base on case category)

- Step 3: Specialized Department resolved the case and assigned it back to Quality Management Specialist 

- Step 4: Quality Management Specialist  inform to customer and close the case.

I want to implement this process on splendid enterprise v8 but i'm not sure what exactly to do, so can you give me some guide:

    +) Can i implement 1 workflow for total process or need 1 workflow for each step

     +)  we want to manage the SLAs  for each step (each step have a period of time to finish and should finish before deadline) --> how can i do 

many thanks for your help!



 




New Post
 11/21/2013 3:53 AM
 

You will need to create one workflow for each step.  The simple and quick solution would be to use the existing STATUS field to control the step transitions.  When a case is resolved, you can have the workflow change the team in a workflow.  The way to construct this workflow filter is to watch for a STATUS Audit Changed event, but also require that the current STATUS be Resolved.  The action of the workflow would be to set the Team or Assigned user to Quality Management Specialist.

Watching for a case sitting on a certain status for too long would be a separate timed workflow for each status.

 

New Post
 12/29/2017 4:51 AM
 
 Modified By Wade Wilson  on 12/29/2017 4:53:20 AM

Thanks for your information, I have the same problem and it's solved

--------------------------------------------------------------------------------------------------------

https://bsscommerce.com/magento-2-ext... - magento 2 layered navigation checkbox - magento 2 free extension

Previous Previous
 
Next
 Disabled
ForumForumMainstream Foru...Mainstream Foru...WorkflowWorkflowhelp in implement case processhelp in implement case process