Creating a Forum Workflow
Before you start
The following settings must be in place before you can build a rule:
- IPK Workflow Rules Builder must be enabled in IPK Settings .
- IPK Workflow must be selected in the IPK Management Role: Options Tab of your IPK Management Security Role.
You can create Forum Workflows, that is, workflows that define which forum is attached to a call when the call is logged.
- Select Menu and then Admin. From the submenu, select IPK Workflow Rules. The IPK Workflow Rules window appears. The explorer pane on the left of this window shows three groups: IPK Workflow Rules, Forum Management and Auto Close Configuration.
- From the
- The IPK Forum Workflow window appears. It lists all the IPK Forum Workflows that have been defined in ASM. To add a new workflow, click
. - In the IPK Forum Workflow Setup window, complete the details.
-
Title type a name for the workflow you are creating Workflow Description type a brief description of this workflow Forum on Log/Update select the forum to be applied to the call when it is logged or updated. This lists all the forums that have been defined in the Forum window - Click
. The IPK Forum Workflow window appears with the workflow you just created listed in the browse table. -
To view the details of a workflow, simply select it in the browse table and click
.
- To delete a workflow, select it in the browse table and click
.
A link is created between the forum and the call. All forum analysts will see the call in their Calls Outstanding window until the call is resolved. The forum analysts can contribute to the resolution of the call by adding notes and attaching objects to the call, which are also available to other forum analysts. In the Call Resolution phase, an email message is also sent to the members of the forum.