July 13, 2007
Clarify employs a strict ownership paradigm with its application, meaning that only the owner of a workflow object can make a critical change to it. This ownership paradigm was baked into the product, and difficult to modify. For example, anyone can add notes to a case, but only the owner can change the status. What's a critical change? Let's take case as the object in question, and see what Clarify considers critical. Critical changes: Change any attributes of the case (title, priority, severity, etc.) Change the status Perform a workflow action (Assign, Dispatch) Close the Case Change the contact, product, or contract for the case Relate the case to a solution Non-Critical changes: Log Notes Log Email Log Phone Call Log Research However, organizations don't always want to follow these imposed rules. For example, it's not that uncommon to have a…
Modifying a case you don't own
July 13, 2007
Clarify employs a strict ownership paradigm with its application, meaning that only the owner of a workflow object can make a critical change to it. This ownership paradigm was baked into the product, and difficult to modify. For example, anyone can add notes to a case, but only the owner can change the status. What's a critical change? Let's take case as the object in question, and see what Clarify considers critical. Critical changes: Change any attributes of the case (title, priority, severity, etc.) Change the status Perform a workflow action (Assign, Dispatch) Close the Case Change the contact, product, or contract for the case Relate the case to a solution Non-Critical changes: Log Notes Log Email Log Phone Call Log Research However, organizations don't always want to follow these imposed rules. For example, it's not that uncommon to have a…