CustomerProblemHandling workflow

The CustomerProblemHandling workflow corresponds to the IBM WebSphere Business Integration Collaboration for Customer Problem Handling. This workflow takes a Default Data Structure input, and returns a ProblemRecord output.

Process model

The following diagram shows the process model for the CustomerProblemHandling workflow:

CustomerProblemHandling process model

Activity details

The CustomerProblemHandling workflow contains the following activities:

CollectCustAndProblemRecordInfo

Description: This activity encompasses the processing that is completed by a customer service representative to collect information from a customer regarding a problem that the customer has reported, and to enter this information on the system.

The following diagram shows the paths that a customer service representative may follow when completing the CollectCustAndProblemRecordInfo activity:

CollectCustAndProblemRecordInfo screen navigation sample

Program name: CollectCustAndProblemRecordInfo

Input: PartyAndProblemRecord

Output: PartyAndProblemRecord

Start type: Manual

Staff: All people 

Program execution server: None

Activity names in use case: Determine search option, Enter problem record search criteria, Find and retrieve problem record, Enter account search criteria, Find and retrieve account, Enter customer search criteria, Find and retrieve customers, Find and retrieve customer, Find and retrieve problem records, Select problem record, Select customer

ValidateAndEditCustData

Description: This activity encompasses the actions that are completed by a customer service representative to confirm the correctness of customer data, and to edit this data if necessary.

Program name: ValidateAndEditCustData

Input: Party

Output: PartyAndResult

Start type: Manual

Staff: All people 

Program execution server: None

Activity names in use case: Determine validity of problem record and customer data, Modify problem record and/or customer data, Determine validity of customer data, Modify customer data

InputProblemRecord

Description: This activity encompasses the processing that is completed by a customer service representative to create a new problem record.

Program name: InputProblemRecord

Input: Party

Output: ProblemRecord

Start type: Manual   

Staff: All people

Program execution server: None

Activity name in use case: Enter problem record

AddProblemRecord

Description: This activity encompasses the processing that is completed by the system in add a new problem record.

Program name: AddProblemRecord

Input: ProblemRecord

Output: ProblemRecord

Start type: Automatic 

Staff: Process starter

Program execution server: InterChange Server

Activity name in use case: Add problem record

UpdateCustomer

Description: This activity encompasses the processing that is completed by the system in order to update the information for an existing customer.

Program name: UpdateCustomer

Input: Party

Output: Party

Start type: Automatic 

Staff: Process starter

Program execution server: InterChange Server

Activity name in use case: Update customer data

BranchPoint1

Description: This activity represents a branch point in the process flow, and does not correspond to a program activity.

Program name: BranchPointAboutProblemRecord

Input: ProblemRecord

Output: ProblemRecord

Start type: Automatic 

Staff: None              

Program execution server: None

ValidateAndModifyProblemRecord

Description: This activity encompasses the actions that are completed by a customer service representative to confirm the correctness of an existing problem record and to edit the problem record if necessary.

Program name: ValidateAndModifyProblemRecord

Input: ProblemRecord

Output: ProblemRecordAndResult

Start type: Manual 

Staff: All people

Program execution server: None

Activity names in use case: Determine validity of problem record and customer data, Modify problem record and/or customer data

UpdateProblemRecord

Description: This activity encompasses the processing that is completed by the system in order to update an existing problem record.

Program name: UpdateProblemRecord

Input: ProblemRecord

Output: ProblemRecord

Start type: Automatic 

Staff: Process starter

Program execution server: InterChange Server

Activity name in use case: Update problem record

BranchPoint2

Description: This activity represents a branch point in the process flow, and does not correspond to a program activity.

Program name: BranchPointAboutProblemRecord

Input: ProblemRecord

Output: ProblemRecord

Start type: Automatic 

Staff: Process starter

Program execution server: None

HandleOtherProblem

Description: This activity encompasses the actions that are completed by a customer service representative to record details of an additional problem as reported by the customer.

Program name: HandleOtherProblem

Input: ProblemRecord

Output: ProblemRecord

Start type: Manual 

Staff: All people

Program execution server: None

UpdateProblemRecordStatus1

Description: This activity encompasses the processing that is completed by the system in order to update the status of an existing problem record.

Program name: UpdateProblemRecordStatus

Input: ProblemRecord

Output: ProblemRecord

Start type: Automatic 

Staff: Process starter

Program execution server: InterChange Server

Activity name in use case: Update problem record status

ProvUpdate2CustUntilProbResolved

Description: This activity encompasses the communications that are made by a customer service representative to inform the customer of the steps taken toward resolution of the reported problem.

Program name: ProbUpdate2CustUntilProbResolved

Input: ProblemRecord

Output: ProblemRecord

Start type: Manual

Staff: All people

Program execution server: None

Activity name in use case: Provide updates to customer until problem resolved

UpdateProblemRecordStatus2

Description: This activity encompasses the processing that is completed by the system in order to update the status of an existing problem record.

Program name: UpdateProblemRecordStatus

Input: ProblemRecord

Output: ProblemRecord

Start type: Automatic 

Staff: Process starter

Program execution server: InterChange Server

Activity name in use case: Close problem record

Process activity details

The following table shows the details of CustomerProblemHandling's process activities.

Process activity details
Process activity Input Output Auto / Manual [A/M] Staff
CustomerOrderHandling PartyOrderDSLCreditAnd
Location
PartyOrderDSLCreditAnd
Location
A Process starter
CustomerBillingManagement BillingAccount BillingAccount A Process starter

Program details

The following table shows the program details for the CustomerProblemHandling workflow.

Program details
Name Input Output Invoked program Command line arguments
CollectCustAnd
ProblemRecordInfo
PartyAndProblem
Record
PartyAndProblem
Record
nevercalled.exe None
ValidateAndEdit
CustData
Party PartyAndResult nevercalled.exe None
AddCustomer Party Party nevercalled.exe verb=Create
InputProblemRecord ProblemRecord ProblemRecord nevercalled.exe None
AddProblemRecord ProblemRecord ProblemRecord nevercalled.exe verb=Create
UpdateCustomer Party Party nevercalled.exe verb=Update
BranchPointAbout
ProblemRecord
ProblemRecord ProblemRecord nevercalled.exe Nop (This java class only returns if successful)
ValidateAndModify
ProblemRecord
ProblemRecord ProblemRecord
AndResult
nevercalled.exe None
UpdateProblem
Record
ProblemRecord ProblemRecord nevercalled.exe verb=Update
HandleOther
Problem
ProblemRecord ProblemRecord nevercalled.exe None
UpdateProblem
RecordStatus
ProblemRecord ProblemRecord nevercalled.exe verb=UpdateStatus
ProbUpdate2Cust
UntilProbResolved
ProblemRecord ProblemRecord nevercalled.exe None

Data structures

Many of the data structures that the CustomerProblemHandling workflow uses are defined as CrossWorlds generic business objects (GBOs). Customer Problem Handling also uses data structures that are related to GBOs, but define different elements from those specified in the GBO. These data structures are listed below (along with the related GBO, in parentheses):

The CustomerProblemHandling workflow also uses the following data structures, which are defined only in WebSphere MQ Workflow.

Note: All GBOs contain a ProcessContext child GBO. In WebSphere MQ Workflow processes, this element is absent from all data structures. The data defined by ProcessContext is used for communication between a collaboration object and a WebSphere MQ Workflow connector.

Party

The following table shows the members of the Party data structure. The members that appear in italic text either have a different data type from the attribute of the same name in the related GBO, or they do not appear in the GBO (Service). Members in plain text appear in the GBO as well as in the data structure.

Party data structure
Data member name Data type Description
ObjectId ObjectId  
Person Person  
Company Company  
Household Household  
ElectronicAddress ElectronicAddress The ElectronicAddress object appears directly as a member of this data structure. In the Party GBO this object appears at a lower level of hierarchy, as an attribute of Person, Company or Household.
TelephoneNumber TelephoneNumber The TelephoneNumber object appears directly as a member of this data structure. In the Party GBO this object appears at a lower level of hierarchy, as an attribute of Person, Company or Household.
PostalAddress PostalAddress The PostalAddress object appears directly as a member of this data structure. In the Party GBO this object appears at a lower level of hierarchy, as an attribute of Person, Company or Household.
PrimeRoles PrimeRoles The PrimeRoles object appears directly as a member of this data structure. In the Party GBO this object appears at a lower level of hierarchy, as an attribute of Person, Company or Household.

Person

The following table shows the members of the Person data structure. The Person GBO has the same data members as this data structure, and it also has the following data members, which do not appear in this data structure:

Note: The data members indicated above are represented in Party, the parent of this data structure.

Person data structure
Data member name Data type Description
PartyId String  
BirthDate String  
CurrentEmployer String  
DisposableIncome String  
EducationLevel String  
EmploymentStatus String  
ExternalReference String  
Gender String  
GrossIncome String  
MaritalStatus String  
NumberOfDependentAdults String  
NumberOfDependentChildren String  
SelfEmployedBusiness String  
ContactPreference ContactPreference  
TimePreference TimePreference  
PersonName PersonName  

Company

The following table shows the members of the Company data structure. The Person GBO has the same data members as this data structure, and it also has the following data members, which do not appear in this data structure:

Note: The data members indicated above are represented in Party, the parent of this data structure.

Company data structure
Data member name Data type Description
PartyId String  
NumberOfEmployees String  
FiscalYearEnd String  
Revenue String  
EndDate String  
ExternalReference String  
StartDate String  
OrganizationName String  

Household

The following table shows the members of the Household data structure. The Person GBO has the same data members as this data structure, and it also has the following data members, which do not appear in this data structure:

Note: The data members indicated above are represented in Party, the parent of this data structure.

Household data structure
Data member name Data type Description
PartyId String  
NumberOfDependentChildren String  
NumberOfDependentAdults String  
HomeOwnership String  
EndDate String  
ExternalReference String  
StartDate String  
OrganizationName String  

PartyAndProblemRecord

The following table shows the member of the PartyAndProblemRecord data structure. This data structure is defined only in WebSphere MQ Workflow.

PartyAndProblemRecord data structure
Data member name Data type Description
Party Party  
ProblemRecord ProblemRecord  

PartyAndResult

The following table shows the member of the PartyAndResult data structure. This data structure is defined only in WebSphere MQ Workflow.

PartyAndResult data structure
Data member name Data type Description
Party Party  
ResultOfValidation String  

ProblemRecordAndResult

The following table shows the member of the ProblemRecordAndResult data structure. This data structure is defined only in WebSphere MQ Workflow.

ProblemRecordAndResult data structure
Data member name Data type Description
ProblemRecord ProblemRecord  
ResultOfValidation String  

PartyOrderDSLCreditAndLocation

The following table shows the member of the PartyOrderDSLCreditAndLocation data structure. This data structure is defined only in WebSphere MQ Workflow.

PartyOrderDSLCreditAndLocation data structure
Data member name Data type Description
Party Party  
TelcoSalesOrderDSL TelcoSalesOrderDSL  
ServiceLocationData ServiceLocationData  
Credit Credit  

Data mapping

The following table shows the mapping between the data inputs and outputs of activities in this workflow.

Data mapping
Destination
activity
Input data structure Origin activity Output data structure Mapping specification
CollectCustAnd
ProblemRecord
Info
PartyAnd
ProblemRecord
-    
ValidateAndEdit
CustData
Party CollectCustAnd
ProblemRecord
Info
PartyAnd
ProblemRecord
Party =
PartyAndProblemRecord.
Party
InputProblem
Record
Party CollectCustAnd
ProblemRecord
Info
PartyAnd
ProblemRecord
Party =
PartyAndProblemRecord.
Party
Update
Customer
Party Party = Party
AddProblem
Record
ProblemRecord InputProblem
Record
ProblemRecord ProblemRecord =
ProblemRecord
UpdateCustomer Party ValidateAnd
EditCustData
PartyAndResult Party =
PartyAndResult.Party
BranchPoint1 ProblemRecord CollectCust
AndProblem
RecordInfo
PartyAnd
ProblemRecord
ProblemRecord =
PartyAndProblemRecord.
ProblemRecord
ValidateAndModify
ProblemRecord
ProblemRecord BranchPoint1 ProblemRecord ProblemRecord =
ProblemRecord
UpdateProblem
Record
ProblemRecord ValidateAnd
ModifyProblem
Record
ProblemRecord
AndResult
ProblemRecord =
ProblemRecord
AndResult.
ProblemRecord
BranchPoint2 ProblemRecord AddProblem
Record
ProblemRecord ProblemRecord =
ProblemRecord
ValidateAnd
ModifyProblem
Record
ProblemRecord
AndResult
ProblemRecord =
ProblemRecord
AndResult.
ProblemRecord
UpdateProblem
Record
ProblemRecord ProblemRecord =
ProblemRecord
CustomerOrder
Handling
(Process activity)
PartyOrderDSL
CreditAnd
Location
BranchPoint2 ProblemRecord PartyOrderDSL
CreditAndLocation.
TelcoSalesOrderDSL.
SalesOrderId =
ProblemRecord.
Problem.OrderProblem.
SalesOrderRef.
SalesOrderId
CustomerBilling
Management
(Process activity)
BillingAccount BranchPoint2 ProblemRecord BillingAccount.
BillingAccountId = 
ProblemRecord.
Problem.BillingProblem.
BillingAccountRef.
BillingAccountId
HandleOther
Problem
ProblemRecord BranchPoint2 ProblemRecord ProblemRecord =
ProblemRecord
UpdateProblem
RecordStatus1
ProblemRecord BranchPoint2 ProblemRecord ProblemRecord.
ProblemRecordId =
ProblemRecord.
ProblemRecordId

ProblemRecord.
Status.State =
"Open"

HandleOther
Problem
ProblemRecord ProblemRecord =
ProblemRecord
ProvUpdate2
CustUntilProb
Resolved
ProblemRecord UpdateProblem
RecordStatus
ProblemRecord ProblemRecord =
ProblemRecord
UpdateProblem
RecordStatus2
ProblemRecord ProvUpdate2
CustUntilProb
Resolved
ProblemRecord ProblemRecord =
ProblemRecord

Invoked collaboration objects

Activities in the CustomerProblemHandling workflow may invoke collaboration objects for application/information integration. The following table shows the collaboration objects that may be invoked by this workflow's activities.

Invoked collaboration objects
Activity Collaboration object Generic business object Verb
AddProblemRecord ProblemRecordManager ProblemRecord Create
UpdateCustomer PartyManager Party Update
UpdateProblemRecord ProblemRecordManager ProblemRecord Update
UpdateProblemRecordStatus ProblemRecordManager ProblemRecord UpdateStatus

Copyright IBM Corp. 2002, 2003