Waiting for call assignment

[Kelvin]

I have a process that I want to wait for a call owner to be assigned but I don't want the timers to be affected (eg call not put on hold) and then to automatically continue when the call is assigned (so without a separate human task)

[TrevorKillick]

Hi Kelvin

The following automated task should do the trick

This will suspend the BPM process (Not the request) awaiting a new request owner and on success moves stage, this can be any node.

Is this what you are looking for?

Kind Regards

Trevor Killick

[Kelvin]

That's great my only question would be what do I have to set the Decision criteria to "outcome =="XXXX" "

[TrevorKillick]

Hi Kelvin

You should have the available outputs from the Automated Task available as shown here:

For the example i set mine to success as the outcome from the Assignment should be a success.

Kind Regards

Trevor Killick

[Kelvin]

I don't seem to get this option

[TrevorKillick]

Hi Kelvin

i will double check but i believe putting "outcome =="success" " should work, this is what happens when we are running the updated Admin Tool internally and some things have been fixed / improved.

Kind Regards

Trevor Killick

[Kelvin]

Hi Trevor

I am still unable to get this to work. Did you get any response from your development team?

[Kelvin]

have resolved this by using Wait for request owner rather than new request owner

[Hornbill Staff DR]

Hi Kelvin,

thanks for letting us know. Your approach in using the "Wait for Request Owner" is sound. If the request does not have an owner, and you wish to suspend the workflow until an owner is assigned, then this is the operation to use.

The other operation "Wait for New Request Owner" is used in the scenario when the request already has an owner, but you want to suspend the workflow until a different agent takes ownership of that request.

Thanks again for posting back.

Dan