Rerouting WI to substitute

[Michael Pokraka]

Hi Robert,
My real question was how well it works as opposed to a simple
substitution.
I suspect there may be the odd query coming back to support
regarding 'lost' items where it's been yanked out of the inbox
whilst someone was working on it. Now the flow in question consists of
20+ dialog steps, so my concern is a high level of support or queries to
move 'incorrectly' expired items (i.e. there was a legit delay and the
original agent was still busy with it). I know that the second agent can
always forward it back, bu twe're dealing with 800-odd agents in this
flow, and people do get confused.
 
Thanks for your input,
Cheers
Mike
 
 
On Fri, Feb 21, 2003 at 03:00:11PM +0000, Robert van den Berg wrote:
> I have created such a solution.
> You can create a process control which set's the task with the passed
> deadline to obsolete. Put this process control in the ptah of the passed
> deadline (you have to create a modelled deadline).
> Then, activate the "Obsolete" result in the task and you get a new path.
> This is where you copy your primairy task and assign it to another agent.
> Substitutes are found with FM RH_GET_STRUCTURE which you could use as rule
> in your new task (create rule with container elements etc.etc.)
>
> Robert v.d. Berg
>
> >From: Michael Pokraka <workflow at quirky.me.uk>
> >Reply-To: SAP Workflow Users' Group <SAP-WUG at MITVMA.MIT.EDU>
> >To: SAP-WUG at MITVMA.MIT.EDU
> >Subject: Rerouting WI to substitute
> >Date: Fri, 21 Feb 2003 12:09:22 +0000
> >
> >Hi all,
> >I've a request which I don't agree with and would like some opinions.
> >Client would like to:
> >- Send WI to principal agent
> >- After deadline expires, remove and send to substitute
> >- Send mail to agent and substitute and a process administrator to
> >  inform them what happened.
> >
> >My recommendations were originally to send to both, and secordary
> >ignores when not needed; or to simply set up a substitution and have
> >either agent activate the substitution as necessary.
> >The problems I see with the requests are:
> >- Longer leadtimes, as we have to wait for a deadline to expire
> >- Agent could legitimately be waiting for feedback etc. when deadline is
> >  reached. Secondary agent starts working, first agent loses it,
> >  confusion results, work is duplicated, item needs to be reforwarded an
> >  a general waste of time is incurred.
> >- Ugly workflow - a whole loop strugture needs to be maintained for 20+
> >  steps in the workflow in question
> >- Double the number of org assignments required to maintain / or
> >  development required to read substitution.
> >
> >I have mentioned these, but client still insists on their route.
> >Anyone done something similar and willing to share your observations?
> >
> >Thanks
> >Mike
>
>
> _________________________________________________________________