Case Management: task assignment

Epicor ERP 10
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1

I am hopeful someone with a better understanding of the Case Management system can tell me if what I am trying to do is possible. Based on everything I have done thus, far, I fear it is not, but am hopeful that I am just overlooking something.

This is best explained with a simplified example.

There are three CSRs: A, B and C.

Each has a related workforce record: wfA, wfB, wfC. All three workforce records have a role of Sales Support.

There is a workflow group, CustSvc; and all three CSR workforce records are members of this group. None of the workforce records is identified as the Primary Sales Rep.

There is a Task Set, CustomerComplaint, with three tasks: Document Call, Work Call, Complete Call. All three tasks require the role of Sales Support. The Document Call task is not mandatory and the Any Approver box IS checked.

A, B and C all do the same job. When a call comes in, whoever answers the phone gets the case. In my testing, B answered a call, created a case and established herself as the case owner. However, the Document Call task was automatically assigned to A, and so B could not mark it as complete.

I would like any one of the three to be able to work a case from start to finish, without A having to re-assign each task back to the case owner. I could create a separate workflow group for each individual CSR, but that seems silly.

Is there something that I am overlooking?

1 Like
2

Setup looks correct. Since all three CSR’s have same Sales Support role, Epicor assign first available in the list. Create a simple BPM (BO/Method - Task.Update Pre-processing ) to re-assign to the workforce Id who creates Case.

3

Will give that a try; thanks. Do I have to do this for every task or just the first one? Will it cascade through?

4

You have to do for every task. Add condition as RelatedToFile = “HDCase” and TaskSetId = CaseTaskId