SharePoint Integration

Re: Case Mgt w/IP: Execute workflows based only on New Information

rnichols — Thu, 10 Jan 2008 13:56:54 GMT

The Holidays gave me a chance to rethink my strategy. I think I have found a much more simple fix to my problem (or at least a fix that is already been addressed). Instead of using a repeating table, I am going to try the solution of Presented by Greg Collins using Supporting Forms-- http://www.infopathdev.com/blogs/greg/archive/2005/06/10/Launch-a-Supporting-Form.aspx . I am not sure if It will work I will be able to get it to work yet, but if anyone is interested I will be posting future questions in reference to this line of thinking.

Re: Case Mgt w/IP: Execute workflows based only on New Information

Clay Fox — Wed, 05 Dec 2007 21:40:24 GMT

An enterprise solution such as this can be done. It is just getting it architected and having the right components. You can use email submits possibly for some workflow or if you would like to see some samples I have done send me an email. I have a form template which has assignments and workflow built in using a SQL database and the Database Accelerator. Qdabra Database Accelerator Suite Version 2.1 - Developer

Re: Case Mgt w/IP: Execute workflows based only on New Information

rnichols — Wed, 05 Dec 2007 21:27:59 GMT

I was afraid of that. I wanted the call center to be able to see other aspects of the case while talking to the indiviual. For instance if the caller wanted billing info, when the operator navigates to that individuals billing notes scren the balance shows up at the top of the screen. It works great for recording and generating reports, but I really need to be able to automate some emails too.

Re: Case Mgt w/IP: Execute workflows based only on New Information

Clay Fox — Wed, 05 Dec 2007 19:50:31 GMT

I am not that familiar with SharePoint workflow yet so I am not sure. If you were going to workflow it though I would think you would want one form per "ticket".

Do you do any reporting or capture of this info? Typically it is nice with these kinds of solutions to have an audit trail and database all of the cases for analysis. Some can be done in SharePoint but typically I use a SQL database and then SQL Reports or Excel.

Re: Case Mgt w/IP: Execute workflows based only on New Information

rnichols — Wed, 05 Dec 2007 19:31:33 GMT

Yes it is sharepoint. And the Caller name and issues are entered each time, the contact infor required for the workflows are entered in an external database

Re: Case Mgt w/IP: Execute workflows based only on New Information

Clay Fox — Wed, 05 Dec 2007 18:16:08 GMT

How are you doing your work flow right now. Are you using SharePoint? Do you have a database of the callers that you do a lookup with or is each one entered in each time?

Case Mgt w/IP: Execute workflows based only on New Information

rnichols — Wed, 05 Dec 2007 16:49:58 GMT

I have created a form that we are using as case files. When ever some one calls in for a particular case, the operaor can open that form and navigate to the proper notes field, add a row to a repeating table and take the note and submit. I would like to have workflows assigned to the notes, but The way I have it set up now, All of the workflows in the form are executed again when a form is resubmitted. Is this something I can resolve using my one form per case approach?