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Hello,

 

We are a current IFS APPS10 user. When we accept a Call Center case task that has a handover reference enable, (as soon as the task it is accepted), “New Handover Reference” assistant appears to walk the user through the process. Assumption: User accept that task when he needs to create a handover reference. This handover is mainly a customer order. So we accept the “Invoice” task to create a “Customer Order”.

 

We are moving to IFS Cloud and I was not able to configure this in the test environment to automate handover creation. So when I accept the task, it just changes status from New to Open. Now user needs to click on the three dots, and manually select “New Handover Reference”. This is a big risk as if user forgets to open a new handover reference, that can lead to a potential revenue loss.

 

I am wondering if I am missing a step here and am looking for a solution.

 

I would be grateful if someone can help me with this.

 

Thank you!

​@Hamidreza AFAIR there is no out-of-the-box functionality that enables the creation of the handover reference once the task is accepted. Seems to me as a configuration in APP10. Please check this in your instance. 

In the task, you can use the Context Menu option “Create Handover Reference...” to create the HO object. You should be able to automate the same in IFS Cloud, using BPA Workflow, I assume.

Hope it helps ! 

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