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Author's profile photo Bhuvanesh Raju

Updating/Refreshing Agents for already triggered dialog workflows

Hi All,

There are many scenarios where the workitem is triggered but ended up either with wrong group/person.

Instead of deleting the workitem, what if we could just refresh the position so that the workitem will be reflecting with correct agents?

In Order to achieve this, Ex.agent determination done by using Responsibility Rule ( T-code : OOCU_RESP ).

Example: we have agents A, B, C assigned for a responsibility in a particular rule.

Now suppose workflow is triggered and workitem is sent to agents intended in the responsibility of the rule.

Example: So workitem is sent to agents A,B,C.

In case the agents assigned in the rule was wrong/more agents were required to be added.

Example, we were not supposed to assign agents A,B,C in the responsibility instead we wanted X,Y,Z.

In these scenarios we can update/refresh the agent determination.

Steps:

  1. Determine the dialog workitem sent to user inbox.
  2. Use Transaction Code SWI1_RULE (Used to execute agent rules for Workitem) with the dialog workitem.
  3. Select the rows of the input workitem which requires update/refresh in agent determination and click on 4th Icon in the toolbar as shown below,Once you execute agent rules, agents will be re-determined.

Agent Determination.PNG

Hope it might be useful for some πŸ™‚

Best Regards,

Bhuvanesh

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      12 Comments
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      Author's profile photo Former Member
      Former Member

      Crisp ,and  Clear , nice article

      Thank you for sharing !!!!

      Author's profile photo Bhuvanesh Raju
      Bhuvanesh Raju
      Blog Post Author

      Cheers Chandan Kumar πŸ™‚

      Author's profile photo Jocelyn Dart
      Jocelyn Dart

      Hi Bhuvanesh,

      Nice blog. Just wanted to point out that:

      a) SWI1_RULE > Execute agent rules works for all agent assignments - not just responsibility rules

      b) The same can be achieved directly and deliberately in the workflow by using the header event "Re-evaluate agents of active work items"

      c) If the work item has already been reserved (selected/in progress) you may also need to set it back to Ready status so that it shows up in the new agents' inboxes.

      Rgds,

      Jocelyn

      Author's profile photo Bhuvanesh Raju
      Bhuvanesh Raju
      Blog Post Author

      Hi Jocelyn,

      True, Thank you for pointing it out πŸ™‚

      Regards,

      Bhuvanesh

      Author's profile photo Pawan Kalyan
      Pawan Kalyan

      HiΒ Jocelyn DartΒ ,

       

      b) The same can be achieved directly and deliberately in the workflow by using the header event β€œRe-evaluate agents of active work items”

       

      Can you please let us how we can do that?

      In the header part, I only see , events that are required to trigger work flow but not for agents-recalculation .

       

      I would like to do this progmatically or through events like you were mentioning .

       

      Please help ...!!! πŸ™‚

      Author's profile photo Former Member
      Former Member

      Hi Bhuvanesh,

      It is simple and nice to understood:)

      Thanks,

      Naren

      Author's profile photo Anand Babu V
      Anand Babu V

      Hi Bhuvanesh,

      Nice Article!!!

      Expecting more stuff from you in WF πŸ™‚

      Thanks,

      Anand

      Author's profile photo Bhuvanesh Raju
      Bhuvanesh Raju
      Blog Post Author

      Hi Anand,

      Sure ,

      Thank you πŸ™‚

      Author's profile photo Akhilesh Kumar
      Akhilesh Kumar

      Thanks Bhuvanesh,.

      keep up the good work and keep sending good article on workflow items.

      cheers

      Akhilesh

      Author's profile photo Former Member
      Former Member

      Nice Blog!!! Thanks for sharing  πŸ™‚

      Author's profile photo Vamsi Krishna
      Vamsi Krishna

      Hi Bhuvanesh, Good article...!!!.Thanks for sharing. Looking ahead for more articles. Thanks, Vamsi

      Author's profile photo Michael Healy
      Michael Healy

      Has anyone ever scheduled this activity (Execute Agent Rules) in a background job?