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Advice on custom workflow scenario

Hi,

I'm looking for some advice on a custom workflow I need to support. The workflow, very simplified, is something like this:

1) Case is created
2) Case is assigned to Bob, and he starts working on the case.
3) Bob finishes and marks the case as resolved/won’t fix/cannot duplicate/whatever.
4) Case goes back to the person that created it (or the person that assigned the case to Bob) with the “pending review” status.
5) After being reviewed, the case can be closed as fixed/won’t fix/postponed/whatever.

I know that I can create custom workflows using the plug-in and all that; I’m just looking for some advice on the best way to implement this workflow.
 
Thanks.
Hermano Cabral Send private email
Saturday, September 5, 2009
 
 
Hmmm, it sounds like you just always need to force resolution to the case creator.  The "pending review" status is not really necessary, because any resolved case is pending review.

You can force resolution using the workflow plug-in.

Note that this forces the assignment, but does not prevent people from closing cases that are not assigned to them.
Rich Armstrong Send private email
Tuesday, September 8, 2009
 
 

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