Update status when resolved is a feature of BDEx which offers the Agent an additional choice of actions to execute when a Watched Item is resolved by means of a new Watched Item ‘Relationship’.
This feature has been designed specifically with BPEM Cases in mind however in theory it may also be suitable for other types of Work Request.
A typical example is illustrated below:
An Agent has already chosen to watch a Billing Order Work Request for a Customer in BDEx and notices that a BPEM Case Work Request can be related to this as well.
The Agent chooses to relate the two Work Requests by executing the ‘Relate to watched item’ right-click action on the second Work Request, i.e. the BPEM Case:
A pop-up is displayed showing all of the Agent’s current Watched Items that could be used to establish a relationship with the selected Work Request:
This can be filtered on the ‘Current Customer’ if necessary using the Toolbar button in the display.
The Agent is then prompted to select a Watched Item from the list and choose an Action from the drop down list displayed:
The relationship is then displayed using row highlighting:
If the Agent successfully resolves the Watched Item, in this example the Billing Order is fulfilled, BDEx will automatically evaluate the relationship and attempt to execute the action using the Agent’s credentials.
If the ‘Inform when resolved’ Notification Workflow has been activated in the system the action details are also mentioned in the Notification Work Item text: