This tutorial describes how you might use Business Space
to dynamically change the path through a workflow, for example, to
skip tasks that are not needed in a particular context.
Before you begin
This tutorial uses widgets that contain content from WebSphere
Process Server. To run the tutorial, WebSphere Process Server must
be installed.
The tutorial uses the pages and widgets of a
space created from the Managing Tasks and Workflow template.
Some of the steps and information might not apply for your situation.
Adapt the tutorial to fit your needs.
About this task
The tutorial is an example of
how to use Business Space to dynamically change the workflow using
the Tasks List, Task Information, Task
Definitions List, and Human Workflow Diagram widgets.
In
this tutorial, you are responsible for handling enquiries about mobile
phone contracts. Imagine that you work in a call center for a mobile
phone company and are responsible for handling enquiries about phone
contracts. A customer has just called to say that she wants to cancel
her current contract.
You need to find her current contract
and check whether she can cancel the contract at this time. To perform
these responsibilities, you use Business Space to complete the following
steps.
Procedure
- You log onto Business Space and open the space that you
use for working with customer contracts.
- You switch to the Create Tasks page
and you use the Task Definitions List widget
to create a task for processing the cancellation of the customer's
contract. You enter the phone details in the Task
Information widget and submit the task.
- You switch to your Tasks List widget,
and edit the task that allows you to continue to process the cancellation
request.
- You enter the customer information in the Task
Information widget.
- Usually, when a contract is cancelled, you must send
the customer information about the company's latest offers. However,
the customer stated that she did not want any information sent to
her. So, you switch to the Human Workflow Diagram widget,
skip the task for preparing a new offer, and submit your updates.
- You refresh your Tasks List widget
and find a request to check the details of the cancellation request.
- You edit the task and check the PDF of the contract that
is attached to the form in the Task Information widget. You see that the contract is just over 12 months old. However,
you are not sure whether this particular contract type must run for
at least 24 months before it can be cancelled.
- You decide to ask one of your colleagues for help on the
contract conditions. To get this additional information,
you perform the following steps:
- In the Task Information widget, you create
an Inquiry task for your colleague to get the information that you
need. The Tasks List widget updates to show that
the check details task is pending. The Human Workflow Diagram widget
shows the new dependent task for the check details task.
- You save the changes that you have done on the task so far
and continue to work on other tasks. Your check details task is pending
until your colleague gives you the information.
- When your colleague completes the dependent task, your Tasks
List widget is updated to show that check details task
is no longer pending.
- You edit the check details task and check the Related
Tasks in the Task Information widget
to see your colleague's answer.
- Based on this answer, you decide that you can cancel the contract
and you submit the check details task.
- You prepare the confirmation letter for the customer but
notice that there are some inconsistencies between the letter and
the contract. You decide that it is better if one of the
contract specialists reviews the contract details again. You go to
the Human Workflow Diagram widget and redo the
check details task. You add the information about the problem in the Task
Information widget and transfer the task to your colleague.
- Your colleague opens the review contract details task and
checks the information about the contract, including the attached
documents, in the Task Information widget. He sees the discrepancies and makes the necessary corrections
and then submits the task.
Results
A confirmation letter about the termination of the contract
is sent to the customer.