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FSM 5.7 - Workflow

  • 16 September 2021
  • 4 replies
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Userlevel 5
Badge +14

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

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Best answer by Jon Reid 6 October 2021, 19:54

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4 replies

Userlevel 5
Badge +14

Hi, 

Anyone able to assist on the above?

Ady

Userlevel 7
Badge +18

@Jon Reid and @Aaron.Sleight  - Wondering if you could help with this one as well?

Userlevel 6
Badge +17

Ady the Hierarchy Codes are supported in FSM6.   I don’t recall if this worked in 5.7.  I’d recommend you plan to upgrade.

Userlevel 5
Badge +14

Thanks @Jon Reid 

 

We’re planning to upgrade. We’ll get this checked out.

 

Ady

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