Hi guys,
I need to create an esculation layer of 3 levels on an assigned case
to the owner of the case's manager.
for example user 1 gets assigned case does nothing then gets assigned
to user 2 (user 2 is user 1's manager)
user 2 does nothing and this gets assigned to his manager etc
my problem
this is in infinite loop here because each time the case is assigned
it starts at the top of the loop and evently bombs out when the object
is assigned on user 2's level.

for e.g
When Case is assigned
Send Email To Complainee
Wait 1 day
if Case.Statecode = active
then
Assign : User 2 ===> (Problem is here on the second assignment since
this starts the loop again)
Send Mail Case Re-Assigned
wait 1 day
end if
if Case.Statecode = active
then
Assign : User 3
Send Mail Case Re-Assigned
end if
else if Case.Statecode <> Active
then
Send Mail Case Resolved
end

Damm Case escualtion is a bother with ms crm.
Is the answer to this mayb in a manual loop ?

Chow Nitesh

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problems finding people with this type of technical expertise...please help!

"nitesh" wrote:

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"nitesh" wrote:

Try this out:
Add a picklist to your case form with values: Null (Default Value), Level 1,
Level 2, Level 3. Then, in the workflow, do something like this:

When Case is assigned
if
Case.CustomPicklist <> Level 2
Case.CustomPicklist <> Level 3
then
Update Case.CustomPicklist = Level 1
Send Email To Complainee
Wait 1 day
if
Case.Statecode = active
then
Update Case.CustomPicklist = Level 2
Assign : User 2
Send Mail Case Re-Assigned
wait 1 day
end if
if
Case.Statecode = active
then
Update Case.CustomPicklist = Level 3
Assign : User 3
Send Mail Case Re-Assigned
end if
else if Case.Statecode <> Active
then
Send Mail Case Resolved
end


I'm not sure I got it exactly right in there, but you get the idea. This
way, on the Assign event, it only moves up the workflow if it is not already
Level 2 or Level 3. That should avoid loops.
Good luck!

"nitesh" wrote:

Hi matt thanx for the tip, it worked well.
I did experience some issues when sending out mails to "owner manager"
since going through this loop a user might already be a owner.
Workflow is not that helpful in showing you what the error is
though(Just sits on Pause, u can see the properties of Pause but it
stops on the buggy line), took me a while to figure that it was the
mail of users that was bombing out, even the event viewer does not
really give you a clear indication of the problem.
Also just a quick question,
does
Case.CustomPicklist <> Level 2
(AND)
Case.CustomPicklist <> Level 3
constitute an AND statement ? if so is it possible to do an OR

Damm it would be so nice to set breakpoints in the monitor and debug
away

Regards Nitesh.






MattNC <MattNC@discussions.microsoft.com> wrote in message news:<1C8502C8-8E82-4FFD-96B2-DC837A1E841F@microsoft.com>...

Breakpoints! Boy, that would be nice...

I believe that multiple "Check Conditions" statements make an AND statement.
I think that the order of the statements is important, because if an object
doesn't meet the criteria set by the first statement, workflow won't move to
the next line. This way you can limit the objects that get acted upon by
workflow. To make OR statements, I think you need to create multiple workflow
rules or use Else If.

The documentation is lacking. It's pretty much trial and error. I would test
out any workflow rules extensively on a test environment before implementing
them in production environments. It's especially helpful to add statements
that limit the objects that the workflow effects, be as specific as possible
to avoid loops and unintended workflows.

Good luck.

"nitesh" wrote: