Fwd: Re: Distribution control for same task?

[Susan R. Keohan]

Forwarded on behalf of Hein.Bence at FUSION.IE...
 
>Hello Daniel
>
>The benefit in routing to a Job is that should an agent be sick or if the
>task is critical, someone else will pick it up.
>I have however found at one client that the agents wait for someone else to
>action the workitem first - thus reducing their own workload.
>This led to everyone waiting for someone to do something which never
>happenned and the workitem remained in their inboxes for days.
>
>To route one action/task to a diferent individual in a group of 5 people
>your options are:
>1. Find an identifier within your document/transaction which you can use and
>assign a specific person to that subset of documents/transactions.
>Example: company code 2000 gets routed to john or materialdocument type XX
>gets routed to Harry.
>This can be coded in a user exit(for some scenarios) or in a role resolution
>function.
>
>2. Have a global field where you can store your last agent details. This
>will have to be in a table somewhere.
>The best would be to create a custom one. Have fields: position and a one
>character field - lets call it index.
>Fill the table with your 5 positions and put an X in the index field of the
>first entry.
>In your role resolution, you access that table, find the position with the X
>in the field 'index' and use that as your agent.
>You remove the X. Increment your table pointer and set it at the next
>position in the table. Save the updated table.
>Remember to cater for the last entry in your table, when your pointer
>reaches that entry it should continue to the first entry.
>To add an additional user, you simply add a new position in your table.
>The upside: You can route to  a set of people in sequence
>The downside: You have to code your role resolution and have someone
>maintain the table.
>This is a very messy solution.
>
>The last option I would not recommend as this does not conform to good SAP
>practice.
>Try to use the first solution.
>
>Good Luck
>
>Hein Bence
>Fusion Business Solutions
>
>' +353 86 340 2108
>* hein.bence at fusion.ie
>
>--- Daniel Hough <DANIEL.D.HOUGH at customs.treas.gov> wrote: > I have a
>question about how Workflow manages a task
>> assigned to a group of
>> users with the same job.
>>
>> Here is the scenario:
>>
>> 5 users have the same job with a task to process a
>> request.  In normal
>> workflow, all 5 would receive the request once a
>> workflow has been
>> triggered and the step with that task has been
>> reached.  If any of the
>> users opens the request, only then none will none of
>> the other 4 users see
>> it in their inbox.
>>
>> However, is there a way for such requests to be
>> assigned in a sort of
>> "queued" manner among these 5 users?  For example,
>> request 1 goes to
>> person A, request 2 goes to person B, request 3 goes
>> to the next person,
>> etc. until all the users have a request and the
>> queue starts with person A
>> again?  Could this be done so that only one person
>> receives a notification
>> even before the request is opened?  Can this be
>> achieved within existing
>> org and workflow setup screens without ABAP
>> programming?  If not, how much
>> of a bear might it be?  What happens if a sixth user
>> needs to be added?
>>
>> Thanks.
>>
>
>
>
>
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