Overview
Event postings made by the Post Event to Feed Smart Service and the Post System Event to Feed Smart Service provide users the additional option to Open a Case
by clicking a link on the post.
- When you click the link, you are prompted to add optional instructions.
- A
case opened
message appears as a comment to the event, listing the user who opened a case, when it was opened, and any additional comments that were entered.
- You cannot directly pass data from the process that posted an event to the new process that is started.
- Instructions or additional details can be provided by the user when the user opens a case (starts the process).
You can enable this feature for your Appian Mobile application users by configuring the proper smart services and target process model.
Configuring a case management target process
To configure a case management target process:
- Create a process model designed to handle the issue.
- The process model should not include a process start form.
- Process start forms are ignored when a process is started using an Open a Case link.
- Assign Viewer rights to the process model for the intended users.
- Assign a task to the user or group you want to follow up on the case that is opened by a user.
- Within that task, display the notes or comments entered by the user by including a read-only text field that displays the
pv!feedActionNotes
from the process that was started. You can access this parameter by referencing it within an expression.
- When you've build your case management process, be sure to Save & Publish the process model to enable it as a target action.
Configuring the smart services
To configure the smart services:
- On the Data tab of the Post Event to Feed Smart Service or the Post System Event to Feed Smart Service, click the Action Process node input.
- Click the Browse button next to the Value field.
- Select a published process model.
Note:
- Any instructions entered by the user are passed to the process that is started using the
pp!feedActionNotes
parameter.
- If users don't have Initiator rights for the selected process model, they still see the
Open a case
link. In such cases, an error is displayed when the user clicks the link.
- If the process model you specify is not found when the user clicks the link, an error is displayed.
Case management parameters
The following reserved parameters are populated automatically when a process is started by opening a case.
You must create these parameters individually within your target process model.
Parameter |
Description |
feedEntryId
pv!feedEntryId
|
The entry ID of the Tempo feed event that provided the context for opening a case.
|
feedMessage
pv!feedMessage
|
The feed entry text of the Tempo feed event that provided the context for opening a case.
|
feedUser
pv!feedUser
|
The user ID of the process actor associated with posting the feed entry.
|
feedPubTime
pv!feedPubTime
|
The publication timestamp of the feed entry.
|
feedActionNotes
pv!feedActionNotes
|
The optional information entered by the user when opening the case.
|