Additional Column in Request List - Checkpoints

[Lauren]

Hi

I've had a handful of analysts ask if there is a column that can be set in the request list that shows the checkpoint that the request has either most recently completed, or the next checkpoint in the business process.

Is this something that is possible?

I've suggested using boards for this however for some analysts this doesn't appear to be sufficient.

Thanks

Lauren

[BobbyB]

@Lauren

Yes this would be very helpful to see on the request list where each request is in relation to its' business process.

Many thanks,

[Alisha]

+1 This would be really helpful!

[James Ainsworth]

Thanks for your post.  There are a number of challenges with having Business Process checkpoints as a value in a request list column.  Checkpoints are not always sequential.  Checkpoints can be included in parallel processing so any one of these checkpoints can be passed at different times.  Checkpoints can also be reset at any point in a workflow.  A  workflow may change a previously completed checkpoint from being completed to not being completed.  Checkpoints can also be set to either optional or mandatory which may result in a checkpoint being displayed in the list, but it is not something that actually needs to be done.

The use of sub-statuses might be able to help in this scenario.   Providing a sub-status as a request moves through the workflow would allow you to set the sub-status to represent either a single checkpoint,  a group of checkpoints, a workflow stage, etc.  Let us know if you think that this might be an option.

Regards,

James

[Lauren]

Hi James

Unfortunately we use our sub-statuses for other purposes. As an example, we use sub-statuses for our parent/child selection with incidents. We also have a sub-status to indicate if a request has been faulted out to a third party.

Are there any other alternatives?

Thanks

Lauren

[James Ainsworth]

Hi @Lauren

Possibly a custom field could be used.  As a request moves through it's life-cycle the BPM could update this field.  You could define pick-lists against your custom field so that these could also be updated manually by a support person using this defined list.