Posted: 16 Jun 2016 9:13 EDT Last activity: 17 Jun 2016 11:15 EDT
Creating an open ended cases
In one of the design questions, the team has come up with a design where some of the data (used by the business) has been suggested to be converted into cases. This is suggested in order to make it easier for a 360 view or any kind of SLA's that may be fired on it.
The same can be simply achieved by initiated the case when the action is required and resolved it by updating the data as required.
Is it a good practice to have such open ended cases in the system? Has anybody had any such scenarios?
You have something that is pure Data -- no process whatsoever.
Business can see Data "360" just fine - just of matter of adding some way to view that Data in a portal, for example Reports, Charts, etc.
But you also say Business may want an "SLA" that involves this Data. What is the use case?
A SLA not only involves a case but also requires at least a WB assignment to be created similar to the WB that OverallSLA flow routes to.
WB assignments are also used to GetNextWork.
If you had a LOT of data treated as cases you would be adding a LOT of pc_assign_workbasket rows.
Also not sure why you would want a "Data" case to live forever.
A Service Level rule should be used for reporting and escalation plus is a State Machine that goes from Goal to Deadline to Passed Deadline.
I can see an ad-hoc case being created to "watch" a particular piece of Data for a limited amount of time - that case having an SLA that does something at the Goal, Deadline, or Passed Deadline states such as send an email.
I do not see, however, creating a case for every piece of Data regardless needing to be watched.
After a while, though, if you (1) have a large number of these adhoc "Data watch" cases and (2) the frequency that they need to be watched is low, e.g., only once a day, and (3) the time of day is irrelevant, then an Advanced Agent would make more sense.