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Defining Work Queue Processes and Tasks

Overview

A work queue process organizes tasks for a specific category of your workflow, such as credit approval, credit allocation, or establishing a new customer. Using the Work Queue Processes feature of the Admin module, you define processes for your workflow, and associate tasks with the processes.

The work queue processes and tasks you define are available to users in the Work Queue module when they create tasks. Alternatively, an automated process can assign these tasks to users according to work assignment rules defined in the process.

You define a work queue process by assigning the process a name and a category. You then define tasks for the process. You define tasks by giving the task a name and specifying whether the task is automated or manual. If necessary, you can further define a manual task by associating it with action items that you define using the Lists and Items feature of the Admin module.

After you define work queue processes and tasks, you can delete:

Tasks from work queue processes as long as the task is not being used to store a record in a user's work queue. A deleted task is not included in the list when a user creates new tasks for the process.
Activities from tasks. Any new work queue records created using the task do not include the activities you deleted.

Whenever a task is added to a users work queue, any action items you add to the task are automatically assigned with the task. In the Work Queue module, users can add action items to tasks at any time, but users can remove activities from a task only by marking the action item as completed. Therefore, it is best to associate only essential activities with tasks, so that uncompleted activities are not stored as completed.

During your subscriber setup, eCredit Professional Services Organization associates automated business processes with automated tasks, and defines any parameters for the task. A parameter is data that the process uses when executing automated tasks. When you associate an automated task with a process, any parameters defined for the task are automatically added.

When users add an automated work queue task to the work queue, the automated business process associated with the task is initiated when the user saves the task.

Defining processes, tasks, and activities for the work queue enables users to perform the tasks required by your workflow more consistently and efficiently.