Posted: 14 Mar 2019 20:51 EDT Last activity: 19 Mar 2019 15:23 EDT
Move out of Alternate stage to last step at which the case was before.
I have a case wide optional action that can move the case to an alternate stage. The case will just wait in the alternate stage at an assignment until a certain condition becomes true. Upon that condition becoming true, a ticket will be raised on which the assignment is listening. At that point, we need to move the case back to the last step that it was at before moving to the alternate stage.
What is the best way to accomplish that?
1. Is there a method or function that can read the pxflow embedded page on the clipboard and return back the last assignment step (and stage) at which the case was on?
2. Once I know the stage and step I need to go to, is there a method or smart shape that will allow me to go directly back to it?
Please have a look at Policy Overrides. They are designed to detect and automatically halt unusual business exceptions in an application.
In your case, the "automatic" halt could be a boolean flag intentionally set on the case through a case-wide local action. The system could then wait in the suspended state for the condition to change, and then resume from where the case was suspended.
In the document you referenced, why does it say that in the policy override flow, the work status should not change? (See screenshot below). What if I do want to change the status to indicate that the case is on hold pending a service area outage being resolved.
Does this method absolutely require that the work status should not be changed?
Thanks for the pointer on policy overrides. It might be what I need.
The usecase I have is that of a customer (for a cable/internet company) who calls in to report an outage. The agent starts a case to run a troubleshooting workflow. Now during this process, the agent may find out that there is a service area outage, so he can inform the customer about it and tell them that once the outage is resolved they will be informed (say by email or text) that the outage is resolved and this should fix their issue. At this point the troubleshooting case should be paused. The agent can end the call with the customer.
Once the outage is resolved, the customer is notified and suggested to check if their issue is fixed or not. If not, then they are asked to call back in. When they call back in, the agent who picks up the call should be able to see that there was a troubleshooting case that was suspended for that customer and they should be able to resume it from where they had left off.
In the above scenario, can policy override be used?
If you were going to suspend only from one flow or one stage of a workflow, then I'd probably just build the logic into the flow. Using this method, you may need/want some external mechanism to go find all the cases suspended for a given outageid to notify customers, but I think Policy Override will resolve the key "suspend from anywhere" and "resume from where it was suspended" concerns.
So I looked at the document you recommended. It seems that the policy override is typically finished by a person. But could we have it complete automatically when a condition is met (i.e. outage is resolved)?