Hi,

Looking for some advice.

A few months ago we implemented workflows for raising Complaints / Rectifications.

I got some assistance on it below.

 As much as this has been a success in that it’s a quicker process for the call handlers, we’re seeing issues allocating the correct reasons to the CSR.

In the FSM screen we’re using Global Code Hierarchy so if I choose ‘Warranty Rectification’ I get the code related to that Category listed.

Unfortunately I have yet been able to replicate this in the workflow. So regardless of what Category of feedback I select, I am getting all the options available on the next stage.

Is it possible to inherit Global Code Hierarchy into the Workflows? I have been able to simply add in a combobox and link to a global code table without issue. But I am wanting to go to the next stage and only show the user the options based on the first value selected.

For example in this screen shot from the workflow, I wouldn’t expect to see anything in ‘Delay In Service’ be listed as it’s not linked to the selected Complaint Category.

Any advice will be greatly appreciated. 

Regards
Ady