3 Replies Latest reply on Apr 29, 2013 11:03 PM by Kaps_

    How to reassign a claimed task to a group instead of an individual user

    Matthias@db

      Hi,

      we are using LiveCycle ES 2.5 and we make heavy use of the process management with the Workspace. We are struggling at one point in our business requirement definition: When a user claims a task and identify, that he would not be able to carry it out, he tries to forward the task to another specialist. In our environment, only individuals will be found with the task delegation. What we would like to have instead is also the option to select one of the user group queues, where the specialists then would pull the tasks instead.

       

      I wonder, if that behaviour is something completly unusual and I am searching for the switch to enable LC 2.5 to support that. Is that a config question, a customisation question or is that something I would expect within one of the later releases, e.g ADEP or ES4?

       

      Your help would be very appreciated.

      Regards

      Matthias

        • 1. Re: How to reassign a claimed task to a group instead of an individual user
          ashjain__ Level 1

          Hi,

           

          You can try "When a User claim a task from a Group and later find out that he won’t be able to complete it, so instead of forwarding it, He can return the task back to the group and then any other specialist will claim this task from the group."

           

          Hope this helps you.

           

          Regards,

          Aashish

          • 2. Re: How to reassign a claimed task to a group instead of an individual user
            Matthias@db Level 1

            Hi,

             

            that would fit, if only one group is existing. We have about 300 users, grouped into 20 different specialist groups. If the routing poinbted into the wrong group, I would like to have a way to push it into another group, not directly to a person...

            • 3. Re: How to reassign a claimed task to a group instead of an individual user
              Kaps_

              Hi,

               

              As I understand, the use case is:

              Process Designer created and deployed a process, which explicitly assigns a task to a GroupQueue “A” as per design. Then, after task assignment someone realizes that, contrary to the Process Designer’s original intention, the entire group “A” (i.e. all the users in the group) is unfit to claim the task and you need a way to route this task to another group “B” altogether. Right ?

               

              Assuming that Process Designer is aware of re-routing requirement , there can be multiple ways to achieve this today –

               

              1.  If the group to be re-routed is known to Process Designer and fixed (say only Group “B”)

               

              a.          If the order of routing is important (i.e. First Group “A”, then if necessary, route to Group “B”)

              Add a new action (say “Re-Route”) to your ‘Assign Task’ operation in process designer (workbench), which re-assigns the same Form (with data / attachments etc.) to Group “B”.

              This way, the task will be first assigned to Group “A”, one user (say A1) claims it, and then after realizing that none of the users in Group “A” is capable of handling the task, he chooses the new action “Re-Route” instead of “Complete” / “Submit” etc. and the form gets assigned to Group “B”

               

              b.          If the order of routing is not important (i.e. both Group “A” and Group “B” users are equally authorized of claiming task in first place)

              Create a Group “C” which has Group “A” and Group “B” both as its sub-groups. i.e, Group “C” will have users from both Group “A” and from Group “B”. Now change the ‘Assign Task’ operation in process designer (workbench) to assign the task to Group “C” in the first place, instead of Group “A”.

              This way, the previous solution provided by Aashish (to return the task back to group) will work and if a person claims the task and finds himself or any user in Group “A” incapable of handling the task, he can still return it back to parent Group “C”, so that some user of Group “B” can claim the task.

               

               

              2.          If the group to be re-routed is unknown to Process Designer (say workspace user can select any Group “X”)

              Change the Form design (Designer) to have a way for users to input the new group’s name. This can be achieved by a drop-down, containing a known list of group names. Or, if even the existing group names are unknown to process designer, you can have a simple text-box as input as well. Then, like option 1.a above, add a new action (say “Re-route”) to your ‘Assign Task’ operation in process designer (workbench).

              On selecting this action, the process route will contain 3 steps –

              a.          Extract the re-route group name (say Group “X”) entered by user from the form data

              b.          Find the UM Group “X” from the group name

              c.          Assign the same Form (with data / attachments etc.) to Group “X” as identified in previous step.

              This way, the task will be first assigned to Group “A”, one user (say A1) claims it. Then, after realizing that none of the users in Group “A” is capable of handling the task, he specifies the new group name (say Group “X”) to which to assign the form, in a separate field and chooses the new action “Re-Route” instead of “Complete / Submit” etc. Now within the process, new group name Group “X” is extracted, searched in LC UM, and the form is then assigned to Group “X”. This can be done recursively as well, with the “Re-Route” action always following these steps.

               

              Kindly let me know if you’ve any queries regarding any of the options above.

               

              Regards,

               

              Kapil