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Status Future consideration
Workspace Business Automation Workflow
Created by Guest
Created on Feb 5, 2024

RELATED IDEAS

Can’t see the details of a task in a read-only mode

Summary

The only way to see the details of a given task is to claim the task. Then the user has access to the coach which has been associated to the task and sees the details. However, in many scenarios, users of the system need to have access to the task details in a read-only mode, without having to claim the task.

Context

BPCE is using IBM BAW as the foundation for their new Workflow system with the objective to implement their business workflows and orchestrate work from their agents.

A customer request is handled by an instance of a given process which orchestrates the tasks that need to be performed to process the customer request.

Business Requirements

When working on a task, a workflow participant often needs to see the details of other tasks in the same processes. Sometimes the task is pending and access to the details is necessary to understand where the task might be blocked, sometimes the task has been completed but access to the details helps to understand what has been done.

An auditor or a supervisor needs to have access to the details of all task to better understand how a customer request has been processed and to reallocate the work to cope with operational constraints.

In all cases, the requirement is to be able to access the task detail in a view similar to what would be the view for the participant assigned to the task but in a read-only mode and without claiming it.

What can’t be done today

IBM BAW gives access to the list of tasks but details can only be accessed when claiming the task. There is no easy way to have read-only access to task details without claiming it.

Technical limitations

The only way to get the coach is to claim the task, which is something which is not desirable as it would generate non-relevant events that would pollute the indicators maintaining in BAI.

A workaround is to query the task from the DB and duplicate all coaches to have a read-only view. The workaround is very costly and creates a maintenance burden when coaches are evolving.

Idea priority High
  • Guest
    Reply
    |     Mar 6, 2024

    So you want a new role, say "Team reviewer", where you have read-only access to the processes and tasks of a specific team? Please elaborate on how you plan to use this.

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