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Workflow

    Question

  • Dear Sir,

    The following requirement is related to the workflows. Can I use the orchestrator for the below requirement. please help.

    The solution should be able to author workflow templates by authorized users.

    The solution should be able to edit workflow templates by authorized users.

    The solution should be able to author workflows that take action based on any object or data element in the system.

    The solution should have the ability for workflows to execute task assignment actions in the system based on business rules and roles.

    The solution should have the ability for workflows to execute approval request actions in the system based on business rules and roles.

    The solution should have the ability for workflows to execute actions based on responses to approval requests based on business rules and roles.

    The solution should be able to manually override workflows mid-stream.

    The solution should be able to assign a task directly to a individual.

    The solution should be able to assign a task to a group queue.

    The solution should be able to automatically escalate an Incident or Service Request based on data associated with them (i.e. customer profile --Executives = VIP status).

    The solution should be able to support automatic assignment of a record by:
    • Categorization/Type
    • Status
    • Severity, SLA and/or Priority
    • Date and Time (Calendar Routing)
    • Agent/Analyst Skills

    The solution should be able to support automatic escalation of a record by:
    • Categorization/Type
    • Status
    • Severity, SLA and/or Priority
    • Date and Time (Calendar Routing)
    • Agent/Analyst Skills

    The solution should be able to support both functional and hierarchical escalation.

     Thank you

    Mahesh

    Thursday, June 27, 2013 5:48 PM