Distribution control for same task?

[Dart, Jocelyn]

Hi Daniel,
A different approach might be to educate all the agents that the list of
workitems is there for all of them to work on.
 
Then use workflow reporting to track how many workitems each agent has
processed of the total sent out, and either post it up for all to see who is
slacking off or
doing more, and give it to their manager(s)!
 
With a little more effort, you could create a tailored report that they
could
run for themselves to see how they are tracking against the other agents.
 
A little competition can be a good thing.
Regards,
        Jocelyn Dart
Consultant (BBP, Ecommerce, Internet Transaction Server, Workflow)
SAP Australia
Email jocelyn.dart at sap.com <mailto:jocelyn.dart at sap.com>
Tel: +61 412 390 267
Fax: +61 2 9935 4880
 
 
-----Original Message-----
From: Susan R. Keohan [mailto:skeohan at MIT.EDU]
Sent: Tuesday, 15 May 2001 4:45 AM
To: SAP-WUG at MITVMA.MIT.EDU
Subject: Fwd: Re: Distribution control for same task?
 
 
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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