I agree that reopening complex request may cause more problems But for those with two or three sequential work orders better option is to give the possibility of reopening the request. Leaving the decision of possible redirection to a separeate group assigned to the new work order. The only problem here is to have assigned different groups for different service requests.
2012/1/7 John Sundberg <[email protected]> > ** I would encourage you to say "A request cannot be reopened" -- and if > anything -- a complex request cannot be reopened. > > > Can you imagine the logic for the task tree? > > Process: > > 1) User fills in a request -- submits it > 2) Task tree runs (26 tasks) based on original submit data -- call the > tasks a..z > 3) Work orders start getting worked and completed > 4) User "REOPENS" request -- changes some data - resubmits > > > Now -- does the task engine start over ??? > Does it redo a..z? > > Based on the "new data" -- maybe a,b should not run (but they have already > been completed) > > Based on the "new data" -- maybe new tasks a', b' should run > > Based on the "new data" -- maybe tasks a,b should run -- but be sent to > different people. (how do you pull the old ones back?) > > > The "generic logic" to handle a reopen is near impossible. > > > It is far easier to not "reopen" a request (a complex one)... > > (there are other ways to handle this -- I am just suggesting that a reopen > is probably the least attractive) > > > -John > > > > > > On Sat, Jan 7, 2012 at 3:07 AM, Marek B. <[email protected]> wrote: > >> ** >> Hi, >> In SRM 7.6.03 when complex request is reopened a new work order is >> created based on ootb template. >> The new WO is always assigned to one group according >> to general assignment rule. >> >> I would like to have an option to route it to different groups. >> Is there a way to get it by setting categorization in the new work order >> or doing some other customization? >> >> >> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ > > > > > -- > John David Sundberg > 235 East 6th Street, Suite 400B > St. Paul, MN 55101 > (651) 556-0930-work > (651) 247-6766-cell > (651) 695-8577-fax > [email protected] > _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
