Posted: 24 May 2019 12:34 EDT Last activity: 28 May 2019 11:10 EDT
Routing case to the operator from the previous stage
What is the best way to route a case to the user who worked on it in a previous stage?
For example, an analyst steps through a stage. Upon completion the case is sent to a reviewer to be checked over. If the reviewer determines that the case is missing details, it needs to be routed back to the original analyst for amendments, then again returned to the reviewer.
Is there a way to capture the user at a given stage? I've been looking into the participants/roles settings and potentially extracting the info that way. Any suggestions would be greatly appreciated.
Thanks for your response, I did take a look at that post and it's very much in line with what I'm looking for. I'm just a little unclear what is meant by storing the "values of operators in a page"--is it just capturing the operator id at the start of the stage/when it's assigned?
Posted: 2 years ago
Posted: 24 May 2019 16:20 EDT
Kurt Waltz (KurtW_GCS)
Principal GCS Solutions Engineer
That was my understanding from the post. Basically storing the desired operator ID value somewhere, such as in it's own page or property on the case, and then referencing it when you need to route it back to that operator.
I had to read up a little more on work parties and their functionality, but this seems like a solid way to route the cases. I might have to play around with it a little more to set up the correct roles. Thanks for the tip!