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PhilipI3 Member since 2013 5 posts
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Posted: 2 years ago
Last activity: 2 years 1 month ago
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Document for several cases

I have a requirement for receiving documents for several cases at once. After the intake is complete for a request, several cases are created. The cases created vary based on what was captured during intake, and each has its own subsequent flow and SLAs. Before the processes for these cases can begin (following intake), there may be a number of documents needed.

For example, after intake 3 cases are created: Cases A, B and C. Cases A and B need a POA, and Case C needs a Waiver. These docs are required from the initiator. When the POA is received, cases A and B can proceed but case C cannot. When the waiver is received, Case C can proceed.

The complexity is the business doesn't want to reach out to the initiator 3 times (for each case) to request 2 documents (POA and waiver). So the ask is to have 1 task that lists the documentation needed. Then, when the POA is received, user notes it ONCE and the system allows cases A and B to proceed.

The thought is to create a task at an arbitrary parent level that lists the documents needed for the child cases A-C. When a document, e.g. POA, is received, user notes it on the parent task. A flow action rule then allows cases A and B to proceed. But the task stays open as a document (waiver) is still pending. When the final document is received, user notes it in the parent task and case C can proceed. The task is resolved.

Is this the right approach? I'd like to avoid using a parent case that doesn't provide business value.

Much appreciated!

Case Management
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