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Rule - Agent determination and express message

GREETINGS,

I have a WF step that requires approval. The "agents" are determined by business unit, and maintained within our organization structures.
Routing of the approval WF step using a rule is no problem.
However, in addition to the work item being routed to the agents inbox, the business wants an "Express" message sent as well. This could be handled by setting the WF step "Priority" to 1. However, the business doesn't want work items to appear in the user inbox in red.

I am thinking I'll have to create a new rule that executes a function module to handle this (or add additional steps in the workflow for the express mail which requires I determine the agents at that time).
Can you think of a better way to handle this?

Secondary question - Is there any configuration available to manipulate the coloration of work items in the inbox. I think it is based on 'Priority'.

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  • Best Answer
    author's profile photo Former Member
    Former Member
    Posted on Dec 17, 2013 at 10:46 AM

    Hi Kyle,

    Adding an additional email step with express to sent a notification to the
    "agents" determined by business unit, and keep low priority to the wf
    step will be the simplest method to achieve this.

    Manipulate the coloration of work items in the inbox can be done via some
    exits by resetting priority internally. But not advisable in terms of consistency.

    Regards, Sarath

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  • Posted on Dec 17, 2013 at 04:19 AM

    Hi Kyle

    You can code the work item display function modules.

    In the WF definition, at the step where you are sending the work items, click the tab "Work Item Display" -> there you can give a function module which manipulates the HTML which renders the work item in in Business Workplace. Click on "Demo Function Modules" to know the FM signature. Supply one in there and set a break point in the FM. Generate a work item, go to inbox , the debugger will stop at the demo FM supplied earlier. You can then understand the HTML generated and can color code it to show/not show in red.

    Searching for the sting "priority" would help locate the HTML string which sets the color.

    Hope this helps.

    Regards,

    Modak

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  • Posted on Dec 17, 2013 at 04:44 AM

    Hi,

    From business point of view I think, the standard given by SAP is perfect. By doing pririty to 1, it will send the express message with red color.

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  • Posted on Dec 17, 2013 at 10:27 AM

    Hi,

    Sounds like a non-issue.

    SAP standard: make it prio1 you get express messages and they are coloured red. You can always change the SAP standard, but this is tricky and not recomended.

    Try to found out if the entire business is vocal about the colour of the workitem. Because it will take a good amount of time to "fix" this. You could change the prio to 2 after the workitem was created, but again this is sloppy and it won't add anything.

    Plus suppose you have changed it, chances are that some people of the business then are complaining that they won't have the red colour anymore.

    Kind regards, Rob Dielemans

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  • Posted on Dec 17, 2013 at 01:20 PM

    Thank you for your replies!

    Gupta,
    I appreciated the tip. While I don't think I'll use it in this case, the functionality you descibed will certainly come in handy.


    Sarath,
    Your approach is the most straight forward, and is what is currently implemented. The reason I am looking to change it is because, the workflow is executing agent determination (via FM RH_GET_ACTORS) for the mail step (which is executed as an activity step in the workflow), and again in the approval step (via a rule). It makes sense that I don't need to consume the resources to determine agents back-to-back like this. Obviously, I can just return the determined agents from my mail (activity) step to the workflow container, and use agent determination by expression for my approval step. This may be the most sensible approach.

    I was considering implementing a rule (with function module) that would execute agent determination, and if agents are found, send an express mail from within that function. My rationale for this approach is largely based on resourcing/optimization considerations. The workflow in question is already exising at the client site. The definition contains 140 steps, of which approximately 60 are executed (on average) during each workflow instance. Additionally, this workflow executes approximately 9,000 times per month. I thought if I could reasonably minimize the number of process steps, I should try. However, I don't want to make it too unnecessarily convulute the process for a workflow developer who comes in after me. Does that make sense?

    Anyway, thanks again to all for the tips. If these latest comments bring additional thoughts to mind, please feel free to share.

    Regards,

    KM

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