Case creation through agent as well as manual initiation

General
, , , ,
1

Hi All,

I have once scenario for case creation, we have one case type and that should be created in 2 ways

1.User will initiate the case manually from portal

2.We need to create a case from the backend(assume through agent)

so he the scenario is when user initiate the case we should show create stage and associated process to it, at the same time when the same case type initiated through agent we should skip the create stage and the case should be land on the second stage.

Currently we are facing routing information is not found error when agent create the case,

can I get any input on this scenario how we can skip the stage during background processing of the case.

2

Hi @VeerendraCh: Please see this.

You can add condition to the process in Create stage.

Thanks.

3

@ArulDevan Thanks for your quick response, I have tried few approaches to check whether operator id page exist whiel creating the case from background processing before starting the assignment in create stage.

and also I have tried to check requestor type is browser to start the process in create stage

but both the approaches doesnt work,

We are creating a case by using the data flow, where we have created activity in destination shape and using addsvcworkobject activity to create case.

4

Hi @VeerendraCh , Can you try with some flag based differentiation between agent and manual case so that it will skip the create stage.

5

@GiridharanVenkat Yeah, I have tried this as well, when I use addSVCWork, I was unable to set the flag as entire process is completed with in this step and case is assigning during this step itself.

so I have called createworkpage and then property set to set flag and in next step, call addwork to create case

I have used the same flag to skip the assignment while case creating from background process that is dataflow run,but stil no luck.

6

@VeerendraCh there is a function isBatchRequestor add in the skip stage when in pre entry of stages in case type. that should do it.

7

@Rinsler1107 Thanks for response on this request, The issue got resolved after following the below steps

earlier I was using svcAddWorkObject activity to create a case from background that is from data flow destination activity,

Here I was unable to set the flag on workpage, so I followed below steps to skip process in create stage

1.call createworkpage activity to create pyWorkPage

2.property-set to set required flag on workpage

3.call addwork activity to create work object

4.Updated the case type create stage process to start when the flag set in step2

5.so the process in create stage only executing when user initiate the case from portal and skip when case creates from background process.

8

@VeerendraCh Thanks for the information.