User substitutes

[Morris, Eddie]

Hi Ed,

If you setup direct substitution and activate it then you and your substitute can see the work item in their inbox (As long as it is in status Ready).

When the substitute reserves or executes the work item then the substitute owns the work item and it is removed from all others inboxes. If the substitute replaces the work item it becomes available to all the original selected agents and the substitute also become a selected agent.

When the substitute adopts the substitution the work item is viable in both users inboxes (Depending on the personal settings). The actual agent will not be populated until the work item is reserved or executed.

Regards,
Eddie

From: sap-wug-bounces at mit.edu [mailto:sap-wug-bounces at mit.edu] On Behalf Of Edward Diehl
Sent: Thursday, August 09, 2012 2:09 PM
To: sap-wug at mit.edu
Subject: RE: User substitutes

Thanks, Sheldon.  It is certainly behaving that way.  What is interesting is that when the substitutes are active, the target user does not get anything. Certainly not what I expected.


Ed Diehl



> Subject: Re: User substitutes
> To: sap-wug at mit.edu<mailto:sap-wug at mit.edu>
> From: soxenber at csc.com<mailto:soxenber at csc.com>
> Date: Thu, 9 Aug 2012 08:52:16 -0400
>
> Hi Ed,
>
> I do not believe a work item that is "reserved" or work is started can
> appear in multiple Inboxes. I believe the work item can only be seen in
> the Inbox of the User reserving/working that work item. I believe the work
> item can only appear in multiple Inboxes when it is in "ready" status.
>
> As an alternative to your requirement, the "target user" can monitor who is
> working which work items using workflow reports (e.g. SWI1, SWI5, etc.).
> For example, you can develop specific reports that show who is working
> which tasks, which substitute is working which tasks, etc. and other
> information desired by the "target user".
>
> Regards.
>
> SHELDON OXENBERG
> LMP Technical Architect, SAP Workflow
> CSC
>
>
>
>
> From: Edward Diehl <edwarddiehl at hotmail.com<mailto:edwarddiehl at hotmail.com>>
> To: <sap-wug at mit.edu<mailto:sap-wug at mit.edu>>
> Date: 08/08/2012 02:20 PM
> Subject: User substitutes
> Sent by: sap-wug-bounces at mit.edu<mailto:sap-wug-bounces at mit.edu>
>
>
>
> Hi All,
>
> We are on ECC 6.0, SAP Basis 701 level 7.
>
> We want to use the inbox and substitutes to manage certain workflow tasks -
> who gets them and who works them.
>
> Ideally, I would like for work items to remain in the inbox of the target
> user (the user who assigns the substitutes), even when the substitutes are
> active.
>
> Further, it would be really nice if, when one of the substitutes reserves
> the work item, the item in the target inbox would remain and show the
> substitutes user id under Actual Agent. This would allow the target user
> to "monitor" who is working which tasks.
>
> Unfortunately, it's not working that way. Currently:
> - the active substitutes get the work item and nothing shows in the target
> user's inbox.
> - when the substitute ADOPTs the substitution (is set to Inactive), the
> personal settings for the target inbox allow the work item to remain in
> target user's inbox, but the Actual Agent is not populated.
> - when the substitute Reserves the work item, it disappears from the target
> user's inbox.
>
> Are there some settings that I am overlooking? It's been quite a while,
> but I'm pretty sure the substitute functionality used to work that way.
>
> Any feedback on this would be greatly appreciated.
>
> Thanks,
>
>
>
>
> Ed Diehl
>
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