Bpf Workflow

Siebel Business Process
Framework: Workflow
Guide
Version 8.0
December 2006

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Contents

Chapter 1: What’s New in This Release

Chapter 2: Overview of Siebel Workflow
General Principles of Workflow 18
Understanding the Workflow Processes Module 19
Understanding the Workflow Policies Module 21
Workflow Roles 25

Chapter 3: Introduction to Workflow Processes
Overview of the Workflow Architecture 27
Workflow Processes Development Lifecycle 28
Analyzing Process Requirements 28
Defining Workflows 31
Identifying and Building Exception Handling 37
Testing and Troubleshooting Workflows 39
Migrating Workflows to Production 40
Deploying Workflows in Production 42
Monitoring Workflow Execution 42
Design-Time Architecture of Workflow 43
Simulation Architecture of Workflow 45
Deployment Architecture of Workflow 46
Run-Time Architecture of Workflow 47
Workflow Interaction with Other Siebel Components 52

Chapter 4: Planning Workflow Processes
Gathering Information for Workflow Process Planning 55
Understanding Workflow Process Requirements 56
Seeded Workflow Processes 57
Considering Business Objects and Business Services When Planning Workflow
Processes 57
Defining a Primary Business Component for a Business Object 57
Enabling a Business Service for Workflow Processes 58

Siebel Business Process Framework: Workflow Guide Version 8.0 3

Contents ■

Defining a Test and Migration Strategy for Workflow Processes 58
Verifying Workflow Policies Installation 59
Verifying the Repository Setting for Workflow Policies Installation 59
Verifying the Workflow Setup for Workflow Policies Installation 59
Upgrading Siebel Workflow 60

Chapter 5: For Developers: Basics of Building Workflow
Processes
Overview of Developing a Workflow Process 61
Siebel Tools and Workflow Processes 62
Using Process Designer in Siebel Tools 64
About the Design Functions of the Process Designer 64
About the Multi Value Property Window 65
Field Descriptions: Workflow Processes 66
Field Descriptions: Process Properties for Workflows 71
Process Designer Palette Items 73
About Defining Workflow Process Parameters and Steps 75
Reviewing Existing Workflow Processes 76
Defining a New Workflow Process 76
Naming Conventions for Workflow Processes, Steps, Branches, and Process Properties
77
Modifying Existing Process Definitions 78
Tutorial: Using Process Designer in Siebel Tools 79

Chapter 6: For Developers: Workflow Process Steps
About the Workflow Processes OBLE in Siebel Tools 89
Diagramming a Workflow Process 90
Defining Step Details for a Workflow Process 91
Deleting a Workflow Step 92
Deleting a Workflow Process 92
Copying a Workflow Process 92
About Process Properties 93
Process Properties Versus Property Sets 95
Passing Property Sets by Reference 96
Defining Process Properties 96
Concatenating Process Properties 97
Passing Process Properties In and Out of Steps 98
Field Descriptions for Defining Workflow Process Steps 99
Field Descriptions: Workflow Steps 99

4 Siebel Business Process Framework: Workflow Guide Version 8.0

Contents ■

Field Descriptions: Workflow Branches 102
Field Descriptions: Compose Condition Criteria Dialog Box 105
About Start Steps 107
Defining a Start Step 107
Defining Next Step Branches for Start Steps 108
About Conditions and Values 108
Building Expressions with Expression Builder 109
About Decision Points 112
Defining a Decision Point 113
Defining Decision Branches 113
About Conditions and Values for Decision Points 114
About Business Service Steps 114
Field Descriptions: Input Arguments for Business Service Steps, Subprocess Steps, and
Wait Steps 115
Field Descriptions: Output Arguments for Business Service Steps, Subprocess Steps, and
Siebel Operation Steps 116
Defining a Business Service Step 118
Defining Input Arguments for Business Service Steps 119
Defining Output Arguments for Business Service Steps 119
Enabling the Pass By Reference Feature for Business Services That Support It 119
About Subprocess Steps 120
Field Descriptions: Step Recipients 120
Field Descriptions: Subprocess Steps 121
Defining a Subprocess Step 122
Defining Input Arguments for Subprocess Steps 122
Defining Output Arguments for Subprocess Steps 123
Defining Recipients for Subprocess Steps 123
Enabling a Subprocess to Support Pass By Reference 123
About Siebel Operation Steps 124
Defining a Siebel Operation Step 125
Defining Fields for a Siebel Operation Step 126
Defining Siebel Operation Search Specifications 126
Defining Siebel Operation Step Output Arguments 127
Field Descriptions: Search Specifications 128
Updating a Field Based on a Multi-Value Group 129
Traversing a Record Set 129
About Wait Steps 130
Defining a Wait Step 130
About User Interact Steps 131
Defining a User Interact Step 132


Contents ■

Defining User Interact Next Step Branches 133
About Conditions and Values for User Interact Next Step Branches 133
Creating Substitute View Names with Process Properties 134
About Task Steps 134
Defining a Task Step 134
About Stop Steps 137
Defining a Stop Step 138
Defining Stop Step Input Arguments 138
About End Steps 139
Defining an End Step 139

Chapter 7: For Developers: Understanding How Workflow
Processes Are Designed
About Workflow Modes 141
About 7.0 Workflow Processes 143
About Long-Running Workflow Processes 143
About Interactive Workflow Processes 144
About Service Workflow Processes 144
Building Long-Running Workflow Processes 145
Assigning Subprocesses to End Users to Create Collaborative Long-Running Workflows
145
Configuring Long-Running Workflows to Invoke Tasks 146
Building Interactive Workflow Processes 146
Creating Synthetic Event Buttons to Control User Navigation 147
About Suspension and Resumption of Interactive Workflow Processes 151
About Forward and Backward Navigation between Views 153
Using Workflow Persistence 154
About Workflow Persistence 154
Enabling Workflow Persistence 155
Handling Events 155
Using Run-Time Events 155
About the Workflow User Event Business Service 157
Generating User Events with the User Event Business Service 158
Configuring Long-Running Workflow Processes to Wait for User Events 159
Workflow and Global Implementations 159
Configuring Workflows in a Multilingual Environment 159
Defining Expressions for Workflows Running in a Multilingual Environment 160
Wait Steps and Global Time Calculations in Workflow 160
Handling Errors 161


Contents ■

Using Error Processes to Handle Errors 161
Passing User-Defined Process Properties and Property Sets to Error Processes 162
Assigning Error Processes to Subprocesses 162
Using Exceptions to Handle Errors 163
Defining Exceptions 163
Recovering Workflow Processes 164
Automatic Recovery of Workflow Process Instances 164
Manual Recovery of Workflow Process Instances 165
Invoking Workflow Processes 165
About Invoking a Workflow Process 165
Invoking a Workflow Process from a Workflow Policy 166
Invoking a Workflow Process from a Script 167
Example: Invoking a Workflow from a Script in Object Manager 168
Example: Invoking a Workflow from a Script to Pass Field Values to Process Properties
168
Invoking a Workflow Process from a Run-Time Event 169
Invoking a Workflow Process through a Configured Business Service 170
Running a Workflow Process in the Workflow Process Manager 171
Running a Workflow Process in the Application Object Manager 172
Running a Workflow Process in Batch Mode 172

Chapter 8: For Developers: Testing Workflow Processes
Using the Validate Tool to Correct Errors in Workflow Processes 175
Testing Workflow Processes with the Process Simulator 176
About the Process Simulator and Supported Modes for Simulation 177
Running the Process Simulator 178
Troubleshooting Workflow Process Simulation 180
Testing Workflows That Involve Server Components 180

Chapter 9: For Administrators: Administering Workflow
Processes
About Deploying Workflow Processes 181
Deploying Workflow Processes 182
Deploying Workflow Processes to Mobile Clients 184
Restricting Mobile Client Routing 184
Deploying Workflow Processes on Regional Nodes 184
Migrating Workflow Processes from Development to Production 185
Importing or Exporting a Process Definition 187
Administering Workflow Processes in the Run-Time Client 188


Contents ■

Viewing Run-time Instances of a Workflow Process 190
Stopping a Workflow Process Instance 190
Stopping All Workflow Process Instances of a Specific Process Definition 190
Deactivating a Workflow Process Instance 191
Expiring a Workflow Process Instance 192
Purging a Workflow Process Instance from the Log 192
Activating Fields Used by Workflow Processes 193
Monitoring and Troubleshooting Workflow Processes in Production 193
About Workflow Process Monitoring 193
Setting Workflow Process Monitoring Levels 195
Setting Tracing and Event Log Levels 196
Capturing Data with Siebel Application Response Management (Siebel ARM) 197
Recording Behavior with Siebel Flight Data Recorder (FDR) Files 198
Troubleshooting Workflow Processes in a Production Environment 198

Chapter 10: Workflow Policies
About Planning Workflow Policies 203
Planning Workflow Policy Groups 203
Planning Workflow Policies 204
Determining What to Monitor When Planning Policies 205
Planning Policies and Conditions 205
Planning Workflow Policy Actions 206
Scenario for Planning Workflow Policies: Notification for 30%+ Discounts 206
Scenario for Planning Workflow Policies: Notification for Large Number of Open Service
Requests 208
Defining a Test and Migration Strategy for Workflow Policies 209
About Creating Workflow Policies 209
About the Workflow Policies Views 210
Defining Workflow Policy Actions 210
About the Actions Applet in the Workflow Policies Action View 211
About the Arguments Applet in the Workflow Policies Action View 211
Using the Send Page Program Type 212
Using the Send Message Program Type 213
Using the Message Broadcast Program Type 214
Using the Run External Programs Type 215
Using the Database Operation Program Type 215
About the Recipients Applet 217
Creating a Workflow Policy Action 218
Example of a Workflow Policy Action: Creating a Send Page Action 219
Example of a Workflow Policy Action: Creating a Send Email Action with a Repeating
Message 220


Contents ■

Example of a Workflow Policy Action: Creating a Send Message Broadcast Action 221
Example of a Workflow Policy Action: Creating a Database Operation Action 222
Example of a Workflow Policy Action: Creating a Run External Program Action 222
Creating Workflow Policy Groups 224
About the Workflow Groups Applet 225
About the Workflow Policies Applet 225
Creating Workflow Policies 225
About the Policies List Applet 228
About the Conditions Applet 229
About the Actions Applet 233
Example of a Workflow Policy: Creating a Send Page Workflow Policy 234
Example of a Workflow Policy: Creating a Send Email Workflow Policy 234
About Customizing Workflow Policies with Siebel Tools 235
Siebel Tools and Workflow Policies 236
Siebel Tools Definitions in the Workflow Policies Views 237
About Workflow Policy Objects 238
Creating a Workflow Policy Object 238
Workflow Policies and the Siebel Tools Views 239
About the Workflow Policy Column List View 240
Configuring a Workflow Condition Based on a Foreign Key 241
About the Workflow Policy Object List View 242
About the Workflow Policy Component List View 242
About the Workflow Policy Component Columns View 244
Defining a Workflow Policy Column 245
Defining a Workflow Policy Component 246
Defining a Workflow Policy Object 246
Modifying Policy Column Names 247
Adding Policy Columns to a Workflow Policy Object 247
Associating a Column with a Workflow Policy Component 248
About the Validate Tool in Siebel Tools 248
Modifying an Existing Workflow Policy Object 248
About Workflow Policy Programs 251
About the Program List View 252
About the Workflow Policy Program Argument List View 252
Creating a Workflow Policy Program 256
Example of Creating a Workflow Policy Program Argument: Send Opportunity Email 258
Creating SQL Statements for Workflow Policies Program Arguments 258
About Predefined Workflow Policy Programs 259
Example of Using a Predefined Workflow Policy Program: Change SR Close Date to Today
259
Example of Using a Predefined Workflow Policy Program: Change SR Owner 260


Contents ■

Example of Using a Predefined Workflow Policy Program: Change SR Owner to Manager
261
Example of Using a Predefined Workflow Policy Program: Send Quote Page 262
Making Object Types Available in the Siebel Client 263
About Workflow Policies Server Administration 263
Creating Database Triggers 263
About Database Triggers and Database Administration 265
Running Generate Triggers 266
Running the SQL Script File 267
About Database Triggers and Remote Users 268
Setting Up the Siebel Server for Email Manager 268
Setting Up the Communications Profile to Send Email through Workflow 268
Starting Email Manager 269
Setting Up the Siebel Server for Page Manager 270
Troubleshooting the Email and Page Managers 272
Executing Workflow Policies with Workflow Monitor Agent 273
Using Workflow Monitor Agent 275
Using Workflow Action Agent 281
Starting Workflow Agent Processes Automatically with Siebel Server 283
Deleting Expired Workflow Policies 283
About Workflow Policies and Siebel Server Task Trace Files 285
Viewing Trace Files in Siebel Server Administration 285
Viewing Trace Files in the Siebel Server Log Directory 286
About Tracing and Event Log Levels 286
About Workflow Policies Analysis Charts and Reports 286
Using the Policy Frequency or Trend Analysis Chart 286
Using Workflow Policies Reports 287
About Workflow Policies and Siebel Marketing 287
Using Workflow Policy Programs for Campaign Execution 287
Using the Send Campaign Email Workflow Policy Program 288
Using the Create Email Activity Workflow Policy Program 288
Using the Assign to Campaign Workflow Policy Program 289
Scenario for Creating a Marketing Campaign with Workflow Policies 289
About Testing Workflow Policies 292
Testing New Policies and Monitoring the Results 293
Troubleshooting Workflow Policies 293
Workflow Policies and Tracing 294
Migrating Policies to the Production Environment 294
Predefined Programs 295


Contents ■

Chapter 11: Reference Materials for Siebel Workflow
Siebel Workflow Terminology 298
Examples of Creating Workflow Processes 301
Example: Attach an Activity Plan to an Opportunity and Test with the Process Simulator
and the Run-time Client 301
Example: Creating a Workflow Process Triggered by a Run-time Event 313
Example: Creating a Service Flow Workflow 316
Example: Run-time Event Workflow with User Interact Step to Navigate the End User to a
View 321
Example: Externalize Parameters to be Used by Siebel Workflow 324
Predefined Business Services 328
FINS Data Transfer Utilities Business Service 329
FINS Validator Business Service 329
FINS Dynamic UI Business Service 329
Outbound Communications Manager Business Service 329
Report Business Service 329
Synchronous Assignment Manager Requests Business Service 329
Server Requests Business Service 330
Workflow Utilities Business Service 333
Workflow Administration Service 333
Passing Parameters to and from Workflow and Data Manipulation within Workflows
336
Manipulating Data Within Workflows 336
Passing Parameters to and from Workflow with the Workflow Process Manager Business
Service 339
Example Script: Invoking Workflow Programmatically and Constructing an Input Property
Set 340
Example Script: Defining Property Sets for the Input Property Set 340
Example Script: Constructing Property Sets 340
Example Script: Assembling Properties and Child Property Sets into the Input Property Set
341
Example Script: Invoking the Workflow Process Manager Business Service and Passing It
the Input Property Set 341
Passing Parameters from Workflow to Global Variables (Profile Attributes) 342
Using Expressions with Workflow Processes 342
Using the Timestamp Argument 343

Index


Contents ■


1 What’s New in This Release

What’s New in Siebel Business Process Framework: Workflow Guide,
Version 8.0
In this release, the title of this guide has been changed to Siebel Business Process Framework:
Workflow Guide from its previous title of Siebel Business Process Designer Administration Guide.

Table 1 lists changes described in this version of the documentation to support release 8.0 of the
software.

Table 1. New Product Features in Siebel Business Process Framework: Workflow Guide, Version
8.0

Topic Description

Multiple-Document Interface Oracle’s Siebel Tools is now a multiple-document interface
(MDI) application. This means that when you use Siebel Workflow,
you can have multiple object editors open at any given time
See Using Siebel Tools.
displaying not only workflow processes, but other objects as
well.

Debug toolbar This toolbar contains buttons that let you access Siebel VB
and Siebel eScript debugging tools. The relevant button for
Siebel Workflow is the Watch button that lets your monitor
the contents of program variables in the Variable window
when simulating a workflow from Siebel Tools.

WF/New Task Editor toolbar In this release, you can use the debug toolbar to publish,
activate, revise, and expire workflows/tasks.
Automatic Revisions Workflow and task configuration options that ensure you are
See Using Siebel Tools. working on the most current workflow/task version.

Three-way merge for upgrades Siebel Tools now supports three-way merge during upgrades
for Workflow objects. This merge makes sure that the
See “Upgrading Siebel Workflow” on
customer's extensions to these objects carry forward to the
page 60.
new version.

Multi-value Properties Window In this release, the Multi-value Properties Window (MVPW)
replaces the list applet in most cases within the Siebel Tools
See “About the Multi Value Property
side of the Business Process Designer. You use the MVPW to
Window” on page 65.
view, create, and delete process properties to store data for
a workflow process. You can also create, delete, and assign
input/output arguments for a process step.

The MVPW is context-sensitive; it displays the appropriate set
of properties based on the object selected.


What’s New in This Release ■

8.0

Topic Description

State Management Type field In this release, a new feature for Siebel Order Management—
setting required for all Web Channel session state management—requires that all
workflow processes business services are marked with a setting describing the
Object Manager client-session mode when making a request
See “Field Descriptions: Workflow
to the Siebel server.
Processes” on page 66.
Because the Workflow engine is a business service, this new
For more information on the Web
feature means the addition of a new property field, called
Channel session state
State Management Type, for all workflow processes. By
management feature, see Siebel
default, this property is set to Stateless. You can set this field
Web UI Dynamic Developer Kit
to indicate whether a workflow process is stateless or
Guide.
stateful.

Strongly typed integration This is a new data type for defining process properties specifically
object data type used by web services. Strongly typed objects allow you more
functional scripts and better performance.
See “Field Descriptions: Process
Properties for Workflows” on
page 71.

Process Designer naming Siebel Workflow automatically assigns a name and sequence
conventions for workflow steps number to each step and connector that you create within a
and branches workflow process. The name given is based on the type of
step or connector. The sequence number differentiates
See “Naming Conventions for
instances of the same type of step or connector.
Workflow Processes, Steps,
Branches, and Process Properties” When a new step of the same type is added to the workflow,
on page 77. if there is a gap between the sequence numbers for the type
(gaps can be created when steps are deleted), the first
sequence number in the first gap interval for the step type
will be the sequence assigned to the new step.

Pass By Reference feature Subprocess methods tasked with modifying large amounts of
data must copy large quantities of data. This can negatively
See “Passing Property Sets by
impact performance and scalability of these method
Reference” on page 96.
invocations. Pass By Reference is a feature that allows you to
avoid passing large property sets, by passing just a pointer
to the property sets. This feature employs a new user
property, Business Service User Prop, which is represented by
a new child object of the Business Service object.

Enhancement to Subprocess Subprocesses now support passing property sets by
step reference with a new Workflow Process attribute called Pass
By Ref Hierarchy Argument. This attribute specifies whether
See “Enabling a Subprocess to
subprocesses within the workflow process are enabled for use
Support Pass By Reference” on
with the Pass By Reference feature. The default setting is
page 123.
FALSE.



8.0

Topic Description

New operation types In this release, the following operations were added: Delete,
NextRecord, PrevRecord, and QueryBiDirectional.
See “Defining a Siebel Operation
Step” on page 125.

Task step The Task step has been introduced to accommodate the new
Siebel Task UI feature in this release, which is integrated with
See “About Task Steps” on
Siebel Workflow. You use the Task step to launch tasks from
page 134.
within a workflow process.
For information on the new task
feature, see Siebel Business
Process Framework: Task UI
Guide.

Improved Process Simulator The Watch window allows you to see object and variable
Watch window values during simulation. In this release, if the variable is
editable, you can update it in the Watch window to feed a
See “About the Process Simulator
value to the simulation.
and Supported Modes for
Simulation” on page 177.

Application Deployment ADM is an automated deployment framework that provides a
Manager (ADM) enhancements mechanism to migrate enterprise customization data (views,
responsibilities, assignment rules, and so on) from one Siebel
See “Migrating Workflow Processes
application environment to another.
from Development to Production”
on page 185. In this release, workflow processes and workflow policies are
data types newly available for migration through ADM. Using
See “Migrating Policies to the
ADM, you can perform bulk migration and activation of
Production Environment” on
workflows, and you can migrate policies in batch as well.
page 294.

Also see Siebel Application
Deployment Manager Guide.

Workflow Admin Service Business A new business service that allows you to perform batch
Service import/export, deployment, and activation of multiple
workflow processes by way of a search specification.
See “Migrating Workflow Processes Alternatively, you can perform client-side batch activation
from Development to Production” and expiration by way of the File menu in the application.
on page 185.

New child views in the In the enhanced Workflow Deployment view (Administration -
Workflow Deployment view Business Process), administrators can now view the parent-
child relationship between a workflow process definition and
See “Administering Workflow
its run-time records.
Processes in the Run-Time Client”
on page 188. Administrators can use the multi-select function in the list
views to perform activation, deletion, and expiration of
workflow processes in batch.


2 Overview of Siebel Workflow

This chapter provides a conceptual overview of Siebel Workflow. Siebel Workflow is a customizable
business application that allows you to define, manage, and enforce your business processes—
creating process automation within the Siebel application.

Siebel Workflow orchestrates the various Siebel process-automation technologies. Workflow
processes graphically sequence a series of automation steps that support a process, and they specify
inputs and outputs for individual steps and for the process as a whole.

Using Siebel Workflow to manage business processes in your organization, you can address such
challenges as:

■ Automating escalation of events and notification of appropriate parties

■ Routing and assigning work

■ Processing work

■ Enforcing authorization and transition rules

This chapter is organized as follows:

■ “General Principles of Workflow” on page 18

■ “Understanding the Workflow Processes Module” on page 19

■ “Understanding the Workflow Policies Module” on page 21

■ “Workflow Roles” on page 25

Siebel Workflow and Process Automation
Siebel Workflow brings together Workflow Processes and all other repository configuration objects,
including the Workflow Policies module, for creating a comprehensive workflow design. The process-
automation technologies in Siebel include:

■ Workflow Processes. Allows you to define your company’s business processes using a familiar
flowcharting interface. A workflow process consists of one or more process steps such as start
steps, subprocesses, decision points, and tasks. Workflow Processes is the key technology behind
building business processes in the Siebel application.

■ Workflow Policies. Allows you to define policies that can act as triggers to execute a process.
A policy consists of conditions and actions. When policy conditions are met, the policy action
executes the relevant process. Workflow Policies generates events based on database operations.
Workflow Policies is effective for performing simple actions such as sending email, or creating an
activity or assignment.


Overview of Siebel Workflow ■ General Principles of Workflow

■ Tasks. Allows you to create wizard-like user interfaces with multiple-step, interactive operations
that can include branching and decision logic to guide end users through task execution. Siebel
Task UI allows navigation both backward and forward within task execution, and allows task
execution to be paused and resumed as needed.

For more information about Siebel Task UI, see Siebel Business Process Framework: Task UI
Guide.

■ Assignment Manager. Expresses rules to assign records to people. Enables assignment of
records based on skills, workload, and availability. Supports ownership transitions within a
process. For more information on Assignment Manager, see Siebel Assignment Manager
Administration Guide.

■ SmartScript. Guides users through data-entry activities. SmartScript is effective for call
scripting and includes basic support for transaction-level commits. For more information on
SmartScript, see Siebel SmartScript Administration Guide.

■ Activity Template. Provides a pre-defined series of steps to be completed. Activity Template is
effective for handling asynchronous/offline work. For more information on Activity Template, see
Siebel Applications Administration Guide.

■ State Models. Restricts transition of record status based on a current value and the position of
the user. State Models can also enforce directional progression of status, so that, for example,
Opportunities move forward but not backward through a pipeline. For more information on State
Models, see Siebel Applications Administration Guide.

While each of the above technologies provide specific functionality to allow business-process
automation in the Siebel application, it is Workflow Processes that orchestrates many of the services
the technologies perform. A workflow process orchestrates services either by directly invoking each
technology, or by interacting with the other technologies through the Siebel event model.

General Principles of Workflow
In theory, businesses are managed according to policies and procedures that allow efficiency, quality
service, adherence to contractual agreements, and profitability. These policies enforce business
processes such as:

■ Allowing that response time objectives are met for customer callbacks and open service requests

■ Specifying review policies for important processes like contracts, quotes, or product shipments

■ Monitoring service requests or opportunities over time

In practice, the benefits of policies often are not realized because policies are not consistently
enforced. This may be because of the large number of processes or because of the dynamic nature
of the information being monitored.

The management of important events is central to the enforcement of business workflow. Workflow
is the timely management of an event to allow proper handling. For example, service departments
have procedures for managing an open service request or making sure that response times are met.
A workflow can increase the visibility of these processes within an organization and check that they
are correctly handled.



Service departments have sets of defined rules that match their policies and service agreements such
as:

■ Standards for processing calls. For example, when a Severity 1 call is assigned, the new
owner is automatically paged.

■ Contracted service agreements that must be adhered to. For example, customers may
purchase a support agreement guaranteeing a callback in two hours and problem resolution in
four hours.

Sales departments also have rules to enforce desired business practices, such as:

■ Discount authority. If a sales representative quotes a discount exceeding the maximum
discount allowed, it requires the approval of the district sales manager or VP of Sales.

■ Pipeline management. Each sales representative manages his or her pipeline to ensure
sufficient levels of prospects at each stage of the sales cycle. If an area of the pipeline needs
attention, the representative or manager should be alerted.

■ Forecasting accuracy. Opportunities that are forecasted but never closed or forecasts having
wide discrepancies with the actual revenue need to be flagged.

Understanding the Workflow Processes Module
Workflow Processes is the module in Siebel Workflow that you use to create and administer workflow
processes.

Workflow Processes Configuration Overview
Workflow Processes allows you to define your company’s business processes using the Process
Designer in Siebel Tools. Hosting the Process Designer in Siebel Tools provides an integrated
development environment to configure Workflow along with other Siebel objects. This integrated
development environment allows a top-down development framework for building business logic,
starting with the creation of a workflow process, then providing pluggable services and data objects
that make the process executable.

You define a process that consists of process steps such as Start steps, Decision Points, Subprocess
steps, or Business Service steps to complete work. Work can be completed with either a predefined
business service or a custom business service. Predefined actions include updates to the Siebel
database, notifications (such as an email or page), integration messages to external systems, and
calls to invoke server tasks. Custom actions can be defined by using Siebel VB or Siebel eScript.

Workflow Processes Administration Overview
Workflow Processes can vary from a simple process such as entering a product order to a complex
process such as managing call center workflow. Complex processes can comprise multiple smaller
processes.

Workflow Processes are administered through the Administration - Business Process views in the
Siebel Client. Instructions for accessing and using the Administration - Business Process views are
in Chapter 9, “For Administrators: Administering Workflow Processes.”



Invoking Workflow Processes
Workflow processes can be invoked from events in the Siebel application or from external systems.
Within the Siebel application, a process can be invoked from a workflow policy, an event (such as an
insert of a record or a button click), or a server component.

From an external system, processes can be invoked using COM or CORBA. For information on
invoking a workflow process, see “About Invoking a Workflow Process” on page 165.

Sample Workflow Process Scenario
To help you understand how the Workflow Processes module works, see the usage scenario
“Scenario: New Service Request”. You can view sample workflow processes in detail by selecting the
project Workflow - Samples in Siebel Tools.

Scenario: New Service Request
Prior to implementing Siebel Call Center, ABC Computing found itself unable to resolve many
customer issues in a timely manner. To better track and manage service requests, ABC implements
the Service Request module and automates the company’s service-request management process.

The goal is to meet a service-level agreement (SLA) commitment by making sure that all newly-
logged service requests (SRs) are resolved within a specific amount of time. ABC Computing wants
the SRs to be assigned by the system to the best representative based on availability and matching
skills. If the SR needs immediate attention, the company wants to notify the owner of the SR.

This automation is achieved using Siebel Business Process Designer. When an SR is logged, a
workflow process is triggered. The workflow process calls Siebel Assignment Manager to assign the
SR to the best available service representative. Based on the severity of the SR, Workflow might then
send email notification to the representative, using Siebel Communications Server. Automating this
process helps ABC Computing achieve faster turnaround time to resolve SRs and meet the company’s
SLA commitment.

ABC Computing defines its business process for a new service request with the Process Designer.
Figure 1 on page 21 illustrates a diagram of the process as drawn in the Process Designer.

The diagram demonstrates the steps and decision points involved when a new service request comes
into the organization. The steps and decision points are displayed in the diagram in such a way that
the flow of the work is clear.

NOTE: The steps explained below are not generic; they refer specifically to the workflow process
illustrated in Figure 1 on page 21.

Each step is interpreted as follows:

■ Start. This is the start step initiating the process instance. The work item is the new service
request.

■ Assign Service Request. This is a subprocess action. The service request is assigned to the
appropriate agent based on the assignment rules defined in the Assign Service Request
subprocess.

■ Severity. This is a decision step. The service request severity determines the next step in the
process instance of the three possible paths: Critical, High, or Medium.



■ Send Email. This is an automated business service action. If the service request priority is
critical, an email is sent to the assigned agent. This action calls the Outbound Communications
Manager business service.

■ Priority High. This is a Siebel Operation update action. This step updates the service request
priority to High.

■ Substatus Assigned. This is a Siebel Operation update action. This step updates the sub status
to Assigned.
■ Email Error Activity. This is a Siebel Operation insert action. This action is triggered if an error
is returned in the Send Email action.

■ Priority Very High and Dispatch. This is a Siebel Operation update action. This step changes
the service request priority to Very High and the substatus to Dispatch.

■ End. This step defines the completion of the process.

Figure 1. New Service Request Workflow Process

Understanding the Workflow Policies Module
The Workflow Policies module allows you to define policies that can act as triggers to execute a
workflow process.

NOTE: The name Workflow Policies replaces the name Workflow Manager, which was used to refer
to the Siebel Business Process automation tool in earlier releases.

A policy consists of one or more policy conditions. When the policy conditions are met, the policy
action is executed.

NOTE: A number of the functions available with Workflow Policies can be supported using Workflow
Processes. It is recommended that Workflow Policies be used to define conditions for invoking
workflow processes. Use Workflow Processes for defining the actions.



Workflow Policies Structure
The basic underlying construct of Workflow Policies is the rule. The structure of a rule is: if all
conditions are true, then an action occurs. The rule contains a policy condition and a policy action.
This means when the conditions of the workflow policy are met, an action is triggered.

A workflow policy represents the rules the database monitors. A workflow policy, based on the
Workflow Policies rule structure, is composed of conditions and actions. A workflow policy condition
is a trigger—a circumstance or situation that causes something to happen. A workflow policy action
is an action invoked by a policy condition being fulfilled. You can also have a duration, which is the
period of time for which all policy conditions exist for the conditions of the policy to be met.

Workflow Policy Conditions
A policy condition expresses an object/attribute relationship to a value. For example, a policy
condition may target data such as Service Request Severity. The policy condition compares that data
to a value, such as 1-Critical. The combination of the data element (Service Request Severity), a
comparison operation (=), and the value (1-Critical) make up the policy condition.

The fact that a Service Request Severity is 1-Critical may be an issue only if the policy condition
remains valid for some extended period of time, such as two hours. If this is the case, a duration can
be set for two hours on the workflow policy. The duration becomes part of the policy condition. The
policy actions are not executed until the policy conditions are met for the specified duration.

Policy actions can also occur when time duration is not set. For example, email is automatically sent
to a sales manager each time a sales representative quotes a discount rate exceeding 25 percent on
revenue less than $100,000.

Policies frequently have more than one condition. All the conditions of the policy must be met before
an action can occur. A service request with a severity of 1-High and a duration of two hours may be
important only if another comparison is also valid, such as the Service Request Status is Open. The
policy condition becomes the combination of these two comparison operations:

SR Severity = 1-Critical AND SR Status = Open

Siebel Workflow Policies supports only AND linkages between policy conditions, not OR linkages. If
you need to monitor the SR Severity to be 1-Critical or 2-High and the SR Status is Open, you can
use the IN operand to evaluate the OR of the SR Severity Condition.

SR Severity IN (’1-Critical’, ’2-High’) AND SR Status = Open

Alternatively, OR linkages can be simulated by creating multiple policies for each key policy
condition. The combination of workflow policies will act like an OR linkage. For more discussion on
comparisons, see “Using Comparison Values in the Conditions Applet” on page 229.

Workflow Policy Actions
A workflow policy action contains two parts: the action and the action parameters. An action is a type
of request, such as “Send an Urgent Page.” Action parameters are the arguments, such as the name
of the recipient of the page and the alphanumeric text transmitted with the page.



You can specify several actions for one workflow policy, such as sending a page to one person and
an email to another. You can reuse actions in multiple workflow policies. See “About Customizing
Workflow Policies with Siebel Tools” on page 235 for a discussion of actions and their parameters.

NOTE: In most cases, use workflow policy actions to run a workflow process.

Figure 2 illustrates the key parts of a workflow policy.

Figure 2. Key Parts of a Workflow Policy

Workflow Policy Action Program Types
Workflow policy actions are based on underlying predefined programs in Siebel Tools and inherit all
the arguments of the program. Workflow policy action programs can be one of the following types:

■ Send Message. A program of this type sends an email to one or more recipients.

■ Send Page. A program of this type sends a page to one or more recipients.

■ Send Message Broadcast. A program of this type inserts a message broadcast for one or more
recipients.

■ DB Operation. A program of this type either inserts or updates the data records of a Siebel
database table for selected workflow policy components.

NOTE: Often, when some data changes, other data must be changed in accordance. This data
dependency logic is typically implemented at the Object Manager layer through business
component definitions and run-time events. DB operations by workflow policies provide an
alternative that works at the database-record level. DB operations should be used only when the
data dependency involved centers around database records rather than around business
components. For example, use DB operations when one database record must always be updated
if another database record is inserted, regardless of which business components the two
database records belong to, or whether the two database records belong to any business
components at all.



■ External Program. A program of this type allows you to run an executable.

■ Assignment Request. For internal use only.

■ Generic Request Server. A program of this type submits a server request to a designated
server component.
NOTE: Most functionality included in workflow policy action programs can be executed using
Workflow Processes.

You can use programs in multiple action definitions and you can use action definitions in multiple
workflow policies. “Predefined Programs” on page 295 contains a list of the predefined programs.

Workflow Policy Groups
Workflow policies are organized into groups. A workflow policy group is a collection of workflow
policies to facilitate load balancing on the servers. Workflow policy groups allow you to manage and
optimize Workflow Agent process performance by grouping similar policies to run under one Workflow
Agent process.

Architecture of Workflow Policies
The key elements of the Workflow Policies module are workflow policy object creation in Siebel Tools,
workflow policy creation in the run-time client, and policy execution by the Siebel Server Workflow
Components.

The Workflow Policies architecture is illustrated in Figure 3.

Figure 3. Architecture of Workflow Policies


Overview of Siebel Workflow ■ Workflow Roles

Workflow Policies enforces policies at the data layer, through database triggers. When a particular
policy’s conditions are met, underlying database triggers capture the database event into a Workflow
Policy Manager queuing table (S_ESCL_REQ). A Workflow Policy Manager component (the Workflow
Monitor Agent) polls this table and processes requests by taking the actions defined. In some cases,
an action defined might be to invoke the Workflow Process Manager.

Workflow Policy Manager provides scalability by using an additional component called Workflow
Action Agent. Workflow Action Agent can be executed on a different application server within the
Siebel Enterprise.

Workflow Policies Administration Overview
The Workflow Policies module is administered through Siebel Workflow in the run-time client.
Instructions for accessing and using the Workflow Policies views are in “About Customizing Workflow
Policies with Siebel Tools” on page 235.

Workflow Roles
The job roles associated with Siebel Workflow are the following:

■ The Business Analyst considers your organization’s business requirements and determines the
processes to be automated using the Siebel application.

■ The Workflow Configurator uses Siebel Tools to develop workflow processes and to define
objects, business services, and programs.

Your organization can use the predefined objects, business services, or programs provided in the
application; or, the Workflow Configurator can define customized objects, business services, and
programs in Siebel Tools.

NOTE: Business services can also be defined in the Siebel client. For more information, see
Integration Platform Technologies: Siebel Enterprise Application Integration.

■ The Workflow Administrator monitors workflow processes in the Siebel client using Siebel
Workflow. The Workflow Administrator also activates workflow policies by generating database
triggers in a script and creating them in the Siebel database. The Workflow Administrator then
starts Siebel Server processes that execute workflow processes and policies. This person is
typically a system administrator, database administrator, or someone from the Information
Services department.

■ The End User uses the system and executes workflow processes and policies. This person is
typically an employee of your organization, and can also be a customer.


Overview of Siebel Workflow ■ Workflow Roles


3 Introduction to Workflow
Processes

Siebel Workflow is an interactive software tool that lets you automate how your organization handles
workflow processes. It uses as its basic model the same processes that organizations use in their
sales, marketing, and service departments that determine business workflow. You can use Siebel
Workflow to promote consistency and adherence to processes through the automatic enforcement of
business policies and procedures.

The Siebel Workflow product provides a graphical user interface featuring a familiar flowcharting
methodology for designing workflow processes.


■ “Overview of the Workflow Architecture” on page 27

■ “Workflow Processes Development Lifecycle” on page 28

■ “Design-Time Architecture of Workflow” on page 43

■ “Simulation Architecture of Workflow” on page 45

■ “Deployment Architecture of Workflow” on page 46

■ “Run-Time Architecture of Workflow” on page 47

■ “Workflow Interaction with Other Siebel Components” on page 52

Overview of the Workflow Architecture
Siebel Workflow works with all Siebel Business Applications and involves the following architectural
components:

■ Siebel Tools. Siebel Tools is an integrated environment for configuring all aspects of a Siebel
application. The Workflow Process Designer resides in Siebel Tools. You use the Process Designer
to build your workflow processes.

■ Siebel Client. Workflow Processes and Workflow Policies are administered through the
Administration - Business Process views in the Siebel client (Mobile Web Client).

■ Siebel Server. Siebel Server manages the Siebel Workflow components that automate business
policies.

■ Siebel Database. A relational database containing the set of data that Workflow Policies act
against.

For a complete description of the Siebel Server architecture, refer to Siebel System Administration
Guide.

Siebel Tools provides the design interface and the debugging interface of Siebel Workflow. After
workflow processes are designed and debugged, they are written to repository tables for deployment
from the administrative interface in the run-time client.


Introduction to Workflow Processes ■ Workflow Processes Development Lifecycle

Workflow Processes Development
Lifecycle
Figure 4 depicts the development and deployment lifecycle for a workflow process.

NOTE: While the lifecycle shown is a linear flow, the typical development cycle of a workflow process
is iterative.

Figure 4. Development and Deployment Lifecycle of Workflow Processes

The development and deployment steps shown in Figure 4 are covered in greater detail in the
following topics:

■ “Analyzing Process Requirements” on page 28

■ “Defining Workflows” on page 31

■ “Identifying and Building Exception Handling” on page 37

■ “Testing and Troubleshooting Workflows” on page 39

■ “Migrating Workflows to Production” on page 40

■ “Monitoring Workflow Execution” on page 42

Analyzing Process Requirements
The first part of a workflow’s development entails analysis of your business requirements and the
rules and processes to be automated.



An implementation project team typically spends a fair amount of time on requirements analysis. It
is not unusual for this to be about 30% of the of the total implementation time. A Business Analyst
defines the processes to be automated using the Siebel application. A developer (the Workflow
Configurator) reviews these processes. When making design decisions on how to implement the
processes, the Workflow Configurator looks for the following areas as candidates to be implemented
using Siebel Workflow:

■ Repetitive, manual processing

■ Need for timely processing of an event

■ Escalations and notifications

When making implementation decisions about automating processes, a Workflow configurator should
consider the options summarized in Table 2.

Table 2. Using Siebel Workflow for Automation Versus Using Other Siebel Mechanisms

Framework Key Advantages Limitations

Workflow Processes ■ Visual representation of The semantics for control are not as rich
business logic is as with scripting. Specific limitations
relatively simple to include:
understand and
■ Limited control of flow for
maintain.
iteration through record sets
■ Remote synchronous
■ Limited direct access to object
and asynchronous
methods
execution enable broad
horizontal scalability and
long-running
transactions.



Table 2. Using Siebel Workflow for Automation Versus Using Other Siebel Mechanisms

Framework Key Advantages Limitations

Workflow Policies ■ Policies respond to ■ Changes to policies may require
database events database downtime to implement.
regardless of whether
■ Policies are more difficult to
they are initiated by an
configure that other alternatives.
Object Manager
component or by a non- ■ Policies allow a limited range of
Object Manager executable actions.
component.

■ Policies may get higher
transaction throughput
on a given set of
hardware for simple
transactions.

Siebel Script ■ Script is familiar to most Widespread scripting degrades:
developers.
■ Ease of maintenance
■ Script provides a
■ Ease of upgrade
complete set of
semantics. ■ Performance
■ Script is highly flexible.

When Workflow Policies Offers a Better Automation Choice than
Workflow Processes
When deciding whether to implement a workflow policy versus a workflow process there are some
additional things you may want to consider, such as:

■ whether the data and business logic involved are at the data layer or the business logic layer of
the Siebel architecture

■ which features your automation will need to implement.

Workflow Process Manager and run-time events capture business-layer logic. Workflow Policy
Manager captures data-layer logic.

Data coming into Siebel via the data layer—for example EIM or MQ channels—cannot be captured
via the business layer. This typically presents a good candidate for a workflow policy. Some features
not supported by workflow processes—such as email consolidation, duration, and quantity—are also
candidates for workflow policies.

Workflow processes, however, provide a better platform for development and deployment, complex
comparison logic, and flow management (IF, THEN, ELSE, or CASE). Workflows can invoke business
services. Workflows provide pause, stop, and error-handling capabilities.

Workflow Policy Manager is the better alternative in scenarios such as a case when bulk data uploads
happen using EIM, or during Data Quality cleaning in the data layer.



For more information on Workflow Policies, see Chapter 10, “Workflow Policies”. For more detail on
analyzing requirements for process automation, see Chapter 4, “Planning Workflow Processes.”

Defining Workflows
With Siebel Workflow, the run-time engine manages process flow, application flow, and integration
flow. Basic constructs such as Start/Wait/End steps, Decision Points, Subprocesses, and Connectors
are available to define your workflow processes. (For details on how to implement each of these
constructs, see Chapter 6, “For Developers: Workflow Process Steps.”)

The key elements of run-time execution are:

■ Events. Workflow processes can be invoked from events in the Siebel application or in external
systems. Events can pass context from the caller—a user session, for example—to a workflow
process using a row-id.

■ Rules. The flow control for a workflow process is determined by decision rules. Rules can be
based on business component data or on local variables known as process properties. Rule
expressions are defined using Siebel Query Language.

■ Actions. Workflow process actions can perform database record operations, they can invoke
business services, and they can cause a pause in the workflow process.

■ Data. Data is created or updated as the workflow process executes. There are three main types
of data a workflow process operates on:

■ Business component data

■ Process properties

■ Siebel Common Object data.

Think of process properties as local variables that are active during the workflow process. The
variables are used as inputs and outputs to the various steps in a process. With every workflow
process, there is a set of predefined process properties that are automatically generated when you
define the workflow. One example of these predefined process properties is the Process Instance Id.
For more information on process properties, see “About Process Properties” on page 93.



Some of the basic constructs of Siebel Workflow are shown in Figure 5.

Figure 5. Basic Constructs of Siebel Workflow

Events
Using events is one of three main ways to invoke a workflow process. The other two invocation
mechanisms are Workflow Policies and Tools object events (script). For more information on workflow
invocation mechanisms, see “Invocation Mechanisms” on page 49.



Rules
There are several ways to implement decision rules in a workflow process. Table 3 describes the main
ways and discusses their usefulness and limitations.

Table 3. Ways to Implement Rules in Workflow Processes for Enforcing Business Logic

Type Description When Useful Limitations

Workflow A step in a workflow that When you need a Conditional
Decision Point arbitrates between one or simple articulation of expressions lack
more alternative branches in whether one or more support for some key
the flow. alternative actions in operators including:
flow should be taken.
Each branch out of a ■ AND
decision step has one or
■ OR
more conditions. If all
evaluate to TRUE for the ■ Order of
branch, the flow continues precedence
down that branch. control (that is,
parentheses)

Scripted Script within a business When Workflow Undermines the
Business Service service action step that decision point readability and
evaluates a potentially semantics are not simplicity of the
complex set of inputs and sufficiently expressive workflow by hiding
returns a simplified output to encapsulate logic within a business
that can be evaluated by a decision criteria. service.
workflow decision point.

Other Other rule frameworks that When it is deemed Limitations vary
Specialized Rule may be used directly or appropriate to use a depending on the rule
Frameworks indirectly by a workflow, specialized rule framework used.
such as personalization framework, such as
rules, assignment rules, EAI when you need to
Dispatch Service, or the assign work to people
Siebel rules engine that is based on their
new in this release. workload.

The Siebel rules engine
allows you to maintain
business process logic
declaratively and in a
location external to your
Siebel applications. For
information on
implementing rules in Siebel
Workflow, see Siebel
Business Rules



Decision Points
Decision points exit with multiple branches. For each branch, a conditional statement is evaluated.
A conditional statement compares any two of the following:

■ process properties

■ business component fields

■ literal values

The terms of comparison include:

■ two values are equivalent

■ one value exists among a series of others (for example, child record values, One Must Match, or
All Must Match
■ Greater Than (>) or Less Than (<)

■ Between or Not Between

■ Null or Not Null

For an example of a Compose Condition Criteria dialog box showing decision criteria, see Figure 23
on page 105. For descriptions of the fields in the Compose Condition Criteria dialog box, see Table 11
on page 106.



Actions
There are several ways to effect actions in a workflow. With a workflow process action, data is taken
as an input, then a transformation takes place, and data is produced as output. Table 4 shows the
main ways to cause various transformations, and describes their usefulness and limitations.

Table 4. Actions in Siebel Workflow

Action Type Description When Useful Limitations

Business Service A workflow step that invokes When you need Creating and destroying
Step a method of a business to execute a business services can be
service. potentially expensive. Overhead can be
complex, but reduced through caching.
The business service may be
reusable set of
a prebuilt Siebel service or a Incorporating too much logic
logic.
scripted business service. within a business service
may limit its reusability and
the transparency of the
workflow.

Database A workflow step that When you need While it is possible to update
Operation performs inserts, updates, to execute multiple records based on a
(Siebel and queries against Siebel simple record search specification, it is not
Operation Step) business components. operations within possible to retrieve and
the workflow. iterate through a set of
records such that
subsequent workflow actions
can execute for each record.

Wait Step A workflow step that puts When you need The releasing event must be
the workflow into a holding to support time- triggered through the Object
pattern until a releasing based Manager.
event is fired or a timeout escalations or
occurs. long-running
flows that may
last for days or
weeks (for
example, waiting
for a customer
response)

Business Service Step
Business Service steps execute predefined or custom methods. Typical predefined business services
used include Assignment Manager requests, notification through the Communications Server, server
requests, and integration requests (from Siebel EAI). Custom business services can be written in
Siebel VB or eScript. When defining a Business Service step, you must specify the business service,
the business service method, input arguments (pass in a process property, business component data,
or a literal value) and output arguments.

Some commonly used business services for workflow processes include:



■ FINS Data Transfer Utilities

■ FINS Validator

■ FINS Dynamic UI

■ Outbound Communications Manager

■ Report Business Service

■ Synchronous Assignment Manager Requests

■ Server Requests

■ Business Rule Service

■ Audit Trail Engine

■ EAI business services (such as EAI Siebel Adapter, EAI XML Converter, and so on)

For more information on these business services, see “Predefined Business Services” on page 328.

Siebel Operation Step
Siebel Operation steps allow you to perform database operations of Insert, Update, Query, Delete,
NextRecord, PreviousRecord, and QueryBiDirectional. These steps are performed on business
components. Once you have defined the Siebel Operation step, you can use the Search Specification
child object to locate the records you want to work on.

Examples of Siebel Operations steps include creating an Activity record when a new SR is opened,
or updating a comment field if an SR has been open too long.

Wait Step
Wait steps allow you to suspend workflow process execution for a specified period of time or until a
specific event occurs. Figure 6 shows the definition of a timeout based on time defined as literal
values in input arguments.

Figure 6. Example Wait Step Definition

About Developing Workflow Processes in Siebel Tools
You develop workflow processes in Siebel Tools, on a local database. Siebel Workflow is a repository
object. A workflow belongs to a project.



Though compiling a Siebel Repository File is a standard practice for other repository objects, Siebel
Workflow has its own deployment mechanism. You do not compile a SRF after you have developed
workflow processes. For more information on Workflow deployment, see “About Deploying Workflow

Siebel Workflow does not participate in the behaviors that follow, though these behaviors are
standard for other repository objects.

■ Merge. Siebel Workflow does not participate in three-way merge. When workflow definitions are
imported into the repository, they maintain versioning provided by Siebel Workflow.

■ Object Comparison. This is disabled in this release.

■ Archive. Workflows do not participate in .sif archive. Instead, workflows can be archived as XML
files using the Workflow export utility.

Typically, developers use a local database to develop workflows. When using a local database, you
must check out workflow definitions from the master repository.

When developing workflows on a local database, the local database must have all the referenced data
objects. For those data objects that are not docked and hence not packaged as part of the database
extract, developers must import them into the local database. The following objects are not docked
and are referenced by Workflow:

■ Data maps. To import data maps to the local database, you use the dedicated client connected
to the local database, and the client-side import utility.

■ Message tables. You can copy message tables over to the local database. Alternatively, you can
define messages using the unbounded picklist. While this allows for the creation of messages, it
does not check the validity of the message at definition time.

If you choose, you can also develop or modify workflows using Siebel Tools connected to the
development database, by locking the project in the master repository. This way, you do not need to
make sure that all the lists of values are made available to the local database.

Identifying and Building Exception Handling
An exception represents a deviation from the normal processing flow: an error. An exception can be
a system error or a user-defined error. You can use exception handling to notify the user of an error
and terminate the workflow process instance. There are three ways of handling exceptions:

■ Using a Stop step

■ Using Exception branches

■ Using a universal exception handler

Using a Stop Step
Use a Stop step to show a particular error message while processing. Examples for use include real-
time processing for credit card authorization or for order validation. This type of exception handler
provides customizable error messages including expressions. For more information on Stop steps,
see “About Stop Steps” on page 137.



Using Exception Branches
You can programmatically handle errors and change the flow depending on when errors are
encountered. You do this using Exception branches. This provides a granular approach to handling
exceptions at each step. In the example shown in Figure 7, when the Get Organization ID step is
unable to get data, the workflow is programmed to continue to the Lookup Sender by Org step and
if this fails, to take the red Exception branch and send an email (the Send Lookup Error Email step).

Figure 7. Example of a Workflow That Uses Exception Branches to Programmatically Handle
Exceptions

For more information on handling exceptions with Exception branches, see “Using Exceptions to
Handle Errors” on page 163.

Using a Universal Exception Handler
You can define a universal exception handler at the workflow level by setting Error Process Name on
the workflow to be used as the error process.This error process workflow is then invoked for any
exception that happens on the workflow attached to it.

Use a universal exception handler when you need a uniform exception handler across multiple steps
in a workflow or across multiple workflows. This type of exception handling also helps to reduce
clutter on the workflow diagram itself.

For more information on using error processes as uniform exception handlers, see “Using Error
Processes to Handle Errors” on page 161.



Testing and Troubleshooting Workflows
There are two ways of testing and troubleshooting a workflow: simulating the workflow, and using
event logs.

Simulating Workflows
Two simulators allow you to simulate workflows:

Process Simulator. Most workflows can be tested and debugged using the Process Simulator, which
is hosted in Siebel Tools. To use the simulator, you need to have the Siebel mobile client installed.
The mobile client can connect to any database (that is, either development or local) that has the test
data required to debug a workflow.

In this release, you can test interactive workflows and runtime-event-based workflows using the
Process Simulator. Long-running workflows and those workflows that invoke server components
cannot be debugged using the Process Simulator. During the debugging, the process variables are
displayed by the dynamic watch window.

Business Service Simulator. Workflow can be run as a business service from the Business Service
Simulator in the Siebel client. The workflows must be published and activated before testing them
with the Business Service simulator. To use the simulator, the following conditions must first be met:

■ Siebel Mobile Client installed

■ Workflows exported from Siebel Tools

■ Workflows imported by way of the client

NOTE: Alternatively, you can publish and activate to the Mobile Web Client directly from Siebel Tools.

Use the Business Service simulator when you need to debug script in conjunction with a workflow.
Set breakpoints in the script and execute the workflow in the mobile client. When the workflow
executes a service for which a breakpoint is set, control is returned to the Script Debugger in Siebel
Tools.

Using Event Logs
For more detailed information on the execution of a workflow, set event logs so that you can view
the log files.

NOTE: This method is useful if you cannot perform real-time debugging or do not have the Process
Simulator readily available. However, use of this method may result in large log files that must be
analyzed. For information on using the Log File Analyzer, see Siebel System Monitoring and
Diagnostics Guide.

Events used for logging are as follows:

■ Workflow Engine Invoked (EngInv). Traces methods invoked and arguments passed to the
Workflow engine.

■ Workflow Definition Loading (DfnLoad). Traces process and step definitions loaded into
memory.



■ Workflow Process Execution (PrcExec). Traces process instance creation and completion.
Traces the process property get/set.

■ Workflow Step Execution (StpExec). Traces step creation and completion, branch condition
evaluation, business service invocation, and business component insert/update.

■ Workflow Performance (WfPerf). Traces process and step execution time, as well as overall
process execution time.

■ Workflow Recovery (WfRecv). Traces instance recovery status and progress, as well as
instance recovery details. (Applicable only to the Workflow Recovery Manager server
component).

For information on how to set event log levels, see “Setting Tracing and Event Log Levels” on page 196.

Migrating Workflows to Production
Once you have tested your workflows, they are ready to be migrated.

Workflow definitions can be migrated across environments—for example, from development to
production—using one of three migration utilities:

■ Application Deployment Manager (ADM). ADM automates the process of migrating
enterprise customization data (views, responsibilities, assignment rules, workflow processes,
workflow policies, and so on) from one Siebel application environment to another, including from
a development environment to a testing environment.

■ Repository Import/Export Utility (REPIMPEXP). This utility allows export/import of all
repository objects. This utility is best used to migrate all repository objects including your
workflows when your organization is ready to roll out the release (that is, migrate all repository
objects).

■ Workflow Import/Export Utility (Import/Export). This utility allows incremental migration
of workflow definitions. Using Siebel Tools, you export the workflow from one environment and
import the workflow to another environment.

Import of workflows can be done in one of the following ways:



■ Using Siebel Tools for importing workflows. Using Siebel Tools, you import the
definitions into the repository of the target environment, then you mark the workflows for
deployment by clicking the Publish button. After this, the definitions are ready to be
activated. This approach makes sure that the versions of the workflow definitions that exist
in the repository tables and the run-time tables are the same. Figure 8 shows an incremental
deployment using the Import/Export utility and Siebel Tools.

Figure 8. Incremental Deployment Using Import/Export

■ Using the Siebel client for importing workflows. You can import the workflow definitions
directly into the run-time tables. From your point of view, this approach bypasses the steps
of writing the definitions into the repository tables of the target environment and activation
from the Siebel client (although these steps are still performed behind the scenes by the
Workflow engine). This approach causes the latest version of the workflow definition in the
run-time tables (used by the Workflow engine) to be different from the version that resides
in the repository tables.

NOTE: This approach is a good one for testing a workflow in a different environment, but as
a best practice, it should not be used for general migration of workflows across environments.

Figure 9 shows an incremental deployment using Import/Export to export from Siebel Tools
and import from the Siebel client.

Figure 9. Incremental Deployment Using Import/Export to Export from Siebel Tools and Import
from the Siebel Client



For more information on migration utilities, see “Migrating Workflow Processes from Development to
Production” on page 185.

Deploying Workflows in Production
After migrating your workflows to a production environment, you may need to deploy them (publish
them) before you can run them. Whether or not you must deploy them depends on which migration
tools you used. Deployment of workflows happens as follows:

■ ADM automatically deploys all migrated workflows. If you have used ADM to migrate your
workflows to production, you do not manually deploy them.

■ If you have used REPIMPEXP or Import/Export to migrate your workflows to production, you must
manually deploy the workflows.

Manual Deployment of Workflows
You can publish workflows—that is, deploy them—manually from within Siebel Tools, or from within
the run-time client. To deploy workflows manually in Siebel Tools, you use the Publish button or the
Publish/Activate button found in the WF/Task Editor toolbar. Using the Publish/Activate button, you
can both deploy and activate a workflow process with one click. If you choose to publish a workflow
but not activate it, you can still use the run-time client to activate the workflow with the Activate
button in the Workflow Deployment view.

NOTE: In this release, deployment of workflows takes place using buttons in Siebel Tools called
“Publish” and “Publish/Activate.” In earlier releases, the terminology on this button action was called
“Deploy.” In earlier releases, activation could only take place in the run-time client. In this release,
you can activate a workflow in Siebel Tools, given you have set the VerCheckTime parameter in the
Workflow section of the .cfg file to -1 ([Workflow] VerCheckTime = -1).

When you click either the Publish button or the Publish/Activate button, the workflow process is
validated before it is deployed (published). If there are any validation errors for the workflow, a
dialog box appears, giving you the opportunity to correct any errors before deployment (publishing).
This dialog box is modeless, meaning that you may keep it open to see the error messages while
working on the workflow using the Process Designer to correct the problems reported. However, you
can proceed with the deployment despite problems (validation errors) if you choose to do so.

If there are no validation errors, you do not see this dialog box, nor do you see a message stating
that the validation was successful. The validation is carried out without user visibility, unless errors
are detected.

Monitoring Workflow Execution
You monitor and control workflow process execution in the Administration - Business Process views
of the run-time client. You can monitor and troubleshoot Siebel Workflow in the production
environment considering progress and status information, operation details, performance-
measurement data, and failure-analysis records.


Introduction to Workflow Processes ■ Design-Time Architecture of Workflow

For more information, see “Monitoring and Troubleshooting Workflow Processes in Production” on
page 193.

Design-Time Architecture of Workflow
Workflow components and definitions are defined as Siebel Tools objects and are stored in the Siebel
Tools repository. Before you can run a workflow process as a server task or from the Siebel Web
Client, you must first publish the workflow process from Siebel Tools, then activate the workflow
process from the Siebel Web Client.

NOTE: If you use the Publish/Activate button (rather than the Publish button) to publish the
workflow process in Siebel Tools, there is no need to separately activate the workflow in the run-time
application.

The Workflow Process repository object is a top-level object in the Object Explorer of Siebel Tools.
You use the Object List Editor (OBLE) to create Workflow processes. Workflow processes belong to a
project. There is no SRF compile required for deployment of workflow processes. There is no merge
required. There is independent versioning of workflow processes in Siebel Tools and in the run-time
client.

Configuration data is available at design time, but run-time data is not available at design time. You
use process properties to create workflow definitions, or alternatively, you can enter data through
unbounded picklists.

The following Siebel Tools features are not applicable to Workflow objects:

■ SIF export and import

■ Object Compare

■ Three-way merge during upgrades

Because Siebel Tools excludes Workflow objects from these features, it is important to use the
Workflow import and export feature for backing up and restoring workflow definitions. For example,
if you archive a project in Siebel Tools, the Workflow objects within that project are not archived.

CAUTION: If you delete all the objects from a project expecting that they can be restored from the
SIF, it is important to keep in mind that Workflow objects are an exception, and cannot be restored
from the SIF. Use the Workflow import and export feature to back up and restore workflow
definitions.


Introduction to Workflow Processes ■ Design-Time Architecture of Workflow

Use the Process Designer in Siebel Tools to develop workflow processes. Workflow processes are
stored in the Siebel system in the repository and runtime tables. When you edit the processes in Siebel
Tools, they are stored in the repository tables. When you publish and activate the processes, they are
also inserted into the runtime tables. Figure 10 shows the design-time architecture of Workflow.

Figure 10. Design-time Architecture of Siebel Workflow

Figure 10 shows the following points:

■ Workflow processes in development are stored in the Siebel repository as repository tables and
runtime tables

■ There are two methods of exporting workflow processes from the Process Designer in Siebel Tools
as files:

■ As a workflow process file (.xml)

■ As a Siebel archived file (.sif)

NOTE: Although not shown in Figure 10, you can also use ADM to migrate workflow processes from
one Siebel environment to another. For more information about ADM, see Siebel Application
Deployment Manager Guide.


Introduction to Workflow Processes ■ Simulation Architecture of Workflow

Simulation Architecture of Workflow
After designing your workflow processes, you test them using the Process Simulator. Testing your
workflow processes before migrating them to your production environment verifies that resulting
actions are accurate and useful and the results are exactly what you want.

Figure 11 shows the simulation architecture of Workflow.

Figure 11. Simulation Architecture of Siebel Workflow


Introduction to Workflow Processes ■ Deployment Architecture of Workflow

Deployment Architecture of Workflow
After designing your workflow processes and testing them, it is time for deployment. Figure 12 shows
the relationship of Siebel Tools and the run-time client in the deploying of workflow processes.

Figure 12. Deployment of Workflow Processes

Figure 12 illustrates that workflow definitions are read from the repository, then when a workflow is
activated, its definitions are written to run-time tables.


Introduction to Workflow Processes ■ Run-Time Architecture of Workflow

Run-Time Architecture of Workflow
The Workflow run-time architecture is based on the Siebel Object Manager layer and the server
infrastructure layer of the Siebel Business applications architecture. The run-time environment is
available both as a business service and as a server component. The run-time architecture supports
three invocation modes for invoking and resuming workflow processes: Local Synchronous, Remote
Synchronous, and Remote Asynchronous. Figure 13 shows the run-time architecture of Workflow.

Figure 13. Run-time Architecture of Workflow

Workflow Process Types
Siebel Workflow has four types of workflow processes that characterize run-time behavior. The
processing type is set in the Workflow Processes list editor of Siebel Tools, using the Workflow Mode
field. The workflow process types are as follows:

■ 7.0 Flow. A 7.0 workflow process provides backward compatibility for existing Siebel 7 (pre-7.7)
workflows. For more information, see “About 7.0 Workflow Processes” on page 143.

■ Long Running Flow. A long-running workflow process is a persistent workflow that can last for
hours, days, or months. For more information, see “About Long-Running Workflow Processes” on
page 143.

■ Interactive Flow. An interactive workflow process navigates the user across Siebel views. For
more information, see “About Interactive Workflow Processes” on page 144.

■ Service Flow. A service workflow process executes a set of operations upon event invocation.
For more information, see “About Service Workflow Processes” on page 144.



Workflow Process Manager
Workflow processes can be executed in any application object manager as a business service.
Workflow processes can also be executed in the Workflow Process Manager server component.

Running Workflow as a Business Service
Workflow execution in an application object manager is invoked as a business service. The Workflow
business services are called Workflow Process Manager. The Workflow Process Manager business
services are also referred to as the Workflow engine. As a business service, the Workflow engine
takes input arguments and returns output arguments.

The two Workflow business services are:

■ Workflow Process Manager

■ Workflow Process Manager (Server Request)

When the Workflow Process Manager business service is called, the workflow process is run in the
object manager of the application called. When the Workflow Process Manager (Server Request)
business service is called, the workflow process is run in the server component called Workflow
Process Manager.

Running Workflow in the Workflow Process Manager Server Component
Workflow processes can be executed in the background using the Workflow Process Manager server
component. The Workflow Process Manager server component is configured and optimized to run the
Workflow Process Manager business service. The Workflow Process Manager server component acts
as the object manager to run workflow processes, including all application logic within the workflow
process.

Workflow Management Server Components
The Workflow Management server component group includes the following server components (with
alias names in parentheses):

■ Workflow Process Manager (WfProcMgr)

■ Workflow Process Batch Manager (WfProcBatchMgr)

■ Workflow Monitor Agent (WorkMon)

■ Workflow Action Agent (WorkActn)

■ Workflow Recovery Manager (WfRecvMgr)

■ Generate Triggers (GenTrig)

Workflow Process Manager and Workflow Process Batch Manager
The Workflow Process Manager server components (WfProcMgr and WfProcBatchMgr) act as the
application object manager to run workflows. The Workflow Process Manager server components are
specialized server components configured and tuned to run workflow processes. Like all server
components, the Workflow Process Manager server components provide a multi-threaded
environment.



The Workflow Process Manager uses the Siebel Object Manager framework and runs workflows as a
business service. The Workflow Process Manager hosts the Business Object layer and the Data Object
layer. It is a scalable architecture with the ability to run multiple object managers and multiple tasks
for each object manager.

NOTE: The name Workflow Process Manager refers to both the Workflow business service (referred
to as the Workflow engine) and the workflow server components.

The Workflow Process Batch Manager (WfProcBatchMgr) is intended to run as a batch component.
You must use a search specification to locate the business component records to work on.

The Workflow Process Manager is active and can receive and process requests when it is in “Online”
status. The Workflow Process Manager is inactive in all other statuses, such as “Shutdown” and
“Offline.” In such cases, requests to WfProcMgr (and WfProcBatchMgr) cannot be processed. If the
requests have been saved to the database, for example, if the requests are submitted in “DirectDB”
mode, the requests can be re-submitted later when WfProcMgr comes back online. Otherwise, the
requests are lost.

Workflow Monitor Agent
The Workflow Monitor Agent executes Workflow policies. Workflow Monitor Agent monitors policies,
and executes actions once the policy conditions are met.

Workflow Action Agent
The Workflow Action Agent processes requests logged in the action request table
(S_ESCL_ACTN_REQ) for a policy group and invokes all actions linked with the Workflow policy being
processed.

Workflow Recovery Manager
The Workflow Recovery Manager polls the Workflow engine to check workflow instances running on
the server. The Workflow Recovery Manager recovers crashed instances and resumes instances that
have been waiting beyond a due date.

Generate Triggers
Generate Triggers allows you to create database triggers. The Workflow Policies module of Siebel
Business Process Designer uses these database triggers to identify which records may match policy
conditions. The Generate Triggers server component needs to be rerun whenever new policies are
created or deleted, and when existing policies are updated. You can run the Generate Triggers server
component from either the Server Manager graphical user interface, or command line mode.

Invocation Mechanisms
Siebel Workflow can be invoked in three ways:



■ Workflow Policies. Workflow Policies trigger workflow processes after a database change. The
basic construct of a policy is a rule. If all the conditions of a rule are true, then an action occurs.
In some cases, the action is to invoke Workflow Process Manager server component to execute
a workflow process.

NOTE: Processing invoked by Workflow Policies is not real time. Typical uses of a workflow policy
are for EIM batch processing, for Siebel EAI inserts and updates, for manual changes from the
user interface, for Assignment Manager assignments, and for Siebel Remote synchronization.

■ Events. Events belong to three objects: Application, Applet, and Business Component. Events
can be configured from the administrative interface. There are two types of events used by Siebel
Workflow:

■ Run-time events (Personalization events). Run-time events are based in the Object
Manager and they occur when a change is encountered by the user interface or the business
component layer. Processing invoked by run-time events is real time.

■ User events. User events are unique Workflow-internal events that trigger or resume a long-
running workflow process. User events are generated by the User Event business service.

■ Script. Scripts (Siebel Tools object events) can call Siebel Workflow programmatically as a
business service. Using script, you can invoke Workflow from an external system. The Workflow
Process Manager server component provides APIs for such programmatic invocation. Scripts are
raised by the Object Manager. Scripts belong to four objects: Application, Applet, Business
Component, and Business Service.

The main uses and limitations of each of the possible workflow invocation mechanisms is summarized
in Table 5.

Table 5. Advantages and Limitations of Workflow Invocation Mechanisms

Type Most Useful When Limitations

Workflow Policies You need to detect and react to data ■ Making changes requires database
changes made outside of the Object downtime
Manager—for example, by Siebel
■ Relatively complex to configure
Remote or by Siebel EIM.



Table 5. Advantages and Limitations of Workflow Invocation Mechanisms

Type Most Useful When Limitations

Events ■ You need to implement a basic ■ Cannot directly respond to an
entry point for a workflow or a event by scripting against the
simple custom action event object

■ You need to avoid distributing ■ Can be more difficult to pass the
.SRFs—for example, because of event context to business logic
the burden created for mobile
■ This invocation mechanism does
users
not trap data changes made by
non-Object Manager components

Script (Siebel ■ You need flexibility to write script ■ Changes must be distributed
Tools Object directly in response to an event through a new .SRF.
Events)
■ You need access to an applet event ■ This invocation mechanism does
that is only exposed in Siebel Tools not trap data changes made by
non-Object Manager components

For more information on invoking Siebel Workflow, see “Invoking Workflow Processes” on page 165.

Administration and Monitoring
Administration and monitoring of your workflow processes happens in the Administration - Business
Process views in the run-time client. You use the Administration - Business Process views to stop
workflow processes, to delete process instances and to purge process instances from the database,
to monitor workflow processes that are running, and to recover workflow processes that have been
interrupted.

For more information, see “Administering Workflow Processes in the Run-Time Client” on page 188.

Recovery
If the Workflow Process Manager server component fails, Siebel Workflow automatically resumes the
interrupted workflow instances when the server restarts. Recovery is performed by the Recovery
Manager based on the process instance’s state information that is saved by the Workflow engine.

To manually recover process instances, you use the Workflow Instance Admin view. From the
application-level menu in the run-time client, choose Administration - Business Process > Workflow
Instance Admin. See “Workflow Instance Admin View” on page 194.

For more information, see “Recovering Workflow Processes” on page 164.


Introduction to Workflow Processes ■ Workflow Interaction with Other Siebel
Components

Workflow Interaction with Other Siebel
Components
In automating your organization’s business processes, Siebel Workflow interacts with various
components of the Siebel Business architecture.

Siebel Server Components
The Workflow engine interacts with other server components through the Server Request Broker.
Working as a business service, the Workflow engine calls server components.

To invoke server components that are exposed as specialized services, the Workflow engine calls
them by their respective signature. For example, to send emails, the Workflow engine calls the
Communications Server as the Outbound Communications Manager business service. To assign
objects to users, it calls the Assignment Manager component as the Synchronous/Asynchronous
Assignment Request business service.

To invoke server components that are not exposed as specialized services, the Workflow engine uses
the predefined business service called Server Request. The Server Request business service sends a
generic request to the Server Request Broker. For more information on the Server Request business
service, see “Predefined Business Services” on page 328.

Server Request Broker
The Server Request Broker (SRBroker) acts as a request broker for the Siebel application server. The
Workflow engine sends requests to SRBroker, synchronously or asynchronously, and SRBroker
brokers the request to the appropriate component. The messaging involves:

■ Sending asynchronous messages from an interactive-mode server component to the Workflow
engine.

■ Communication (synchronous and asynchronous) between the Workflow engine and batch
components.

■ Scheduling repeated tasks that are to be executed periodically in the Workflow engine.

Another job performed by SRBroker is load balancing. When SRBroker receives a request, it routes
it to the server component in the current server. For Siebel Workflow, if the component is not
available in the current server, SRBroker then sends it to other servers where the Workflow Process
Manager component is enabled on a round-robin basis.

Siebel Workflow also uses SRBroker to resume waiting processes. SRBroker pools a database table
on a regular basis to see all server tasks that needs to be resumed.

For more information on SRBroker, see Siebel System Administration Guide.


Components

Personalization Engine
The Personalization engine handles run-time events (application events, applet events, and business
component events). It is through integration with the Personalization engine that Siebel Workflow
processes run-time events. A workflow process triggered or resumed by run-time events registers
itself with the Personalization engine at the time of the process’s activation. When a run-time event
occurs in a user session, the Personalization engine calls Workflow in the local object manager.

Inbox
Inbox is a single screen in Siebel Business Applications that shows all approval/notification items and
tasks assigned end users regardless of the screen where the item originated. Inbox shows enough
detailed information about the item so that the end users can act on the item from the Inbox and
not have to navigate to other screens for more information. See Siebel Applications Administration
Guide for more information on Inbox.

Tasks
Siebel Task UI allows you to create wizard-like user interfaces with multiple-step, interactive
operations that can include branching and decision logic to guide end users through task execution.
Task UI allows navigation both backward and forward within task execution, and allows task
execution to be paused and resumed as needed. You can integrate tasks in workflow processes by
including Task steps.

For more information about Siebel Task UI, see Siebel Business Process Framework: Task UI Guide.


Components


4 Planning Workflow Processes

This chapter describes the steps involved in planning workflow processes. To plan your workflow
processes, perform the following activities:

■ “Gathering Information for Workflow Process Planning” on page 55

■ “Understanding Workflow Process Requirements” on page 56

■ “Considering Business Objects and Business Services When Planning Workflow Processes” on
page 57

■ “Defining a Test and Migration Strategy for Workflow Processes” on page 58

■ “Verifying Workflow Policies Installation” on page 59

For information about upgrading Siebel Workflow, see “Upgrading Siebel Workflow” on page 60 and
Siebel Database Upgrade Guide.

Gathering Information for Workflow
Process Planning
Start gathering information by looking at how your organization currently handles workflow issues,
business processes, and overall workflow. These current processes are the basis of what you will
create using Siebel Workflow.

If you currently have an automated system, you need to gather information on the processes handled
by that system. It is also important to understand the limitations or problems that the current system
has that you want to address with Siebel Workflow Processes.

There are two primary areas you may want to research for information on your current workflow
processes: existing process information and areas for improvement or new process requirements.

Researching Existing Process Information
Existing process information can come from a variety of sources:

■ Current automated processes

■ Management guidelines

■ Written guidelines of process rules or approval paths

■ Internal procedures, written or unwritten

An example of gathering information about an existing process would be to document each step that
a new work item, such as a service request, takes from the moment it is initiated to the moment it
is complete. Include information about decision points in the process, such as when a service request
should be escalated or which approval path an order takes when it is high priority versus low priority.


Planning Workflow Processes ■ Understanding Workflow Process Requirements

Researching New Processes and Areas for Improvement
After you have gathered as much information as you can about existing processes, review the
information you have to see if there are areas for improvement in the process or whether a new
process might be useful. Think of the following possibilities:

■ New management guidelines or business requirements

■ Current problems that need to be solved

■ Areas that you would like to make more visible

■ Customer satisfaction issues

■ Workflow processes that you would like to automate

Understanding Workflow Process
Requirements
A workflow process operates on business objects and business components. Usually, each workflow
process is associated with a business object.

A workflow process consists of various actions. There are many predefined actions that can be used
when you define a process. Some examples of the predefined actions are:

■ Notifications. Sending an email, page, or fax.

■ Siebel Operations. Inserting or updating information in the Siebel database.

■ Integration Messages. Requesting to send or receive data from an external system.

■ Assignment. Requesting Assignment Manager to assign an object.

■ Navigation. Navigating a user to a specific view (by way of a User Interact Step or a Task UI
call).

■ Server Request. Requesting the Siebel Server Request Broker to run a server process.

Except for Siebel Operations, all of the above actions are invoked by calling a method on a business
service. Siebel has predefined these business services so they can be used in workflow processes.

You may determine a specialized action that you are interested in calling in your workflow, such as
“calculate credit risk.” Specialized actions can be added by defining a custom business service.
Workflow Processes can call both predefined and custom business services. For more information on
defining custom business services, see Integration Platform Technologies: Siebel Enterprise
Application Integration.


Planning Workflow Processes ■ Considering Business Objects and Business Services
When Planning Workflow Processes

Seeded Workflow Processes
Many applications include seeded workflow processes for product functionality. By default, these
seeded workflow processes are in a Completed state with a version number of 0. If you want to
customize these seeded workflow processes, you need to revise them in Siebel Tools. After revising
a seeded workflow, its version changes from 0 to 1. You then modify this version to suit your business
needs, publish it, and activate it. Activating a workflow process creates the appropriate run-time
events defined within the process.

For information on activating workflow processes, see “Administering Workflow Processes in the Run-
Time Client” on page 188.

Considering Business Objects and
Business Services When Planning
Workflow Processes
When planning a workflow process, please be aware of the following issues:

■ If your workflow process is associated with a business object, the business object should have a
primary component defined in Siebel Tools. For more information, see “Defining a Primary
Business Component for a Business Object.”

■ If your business requirements require specialized functions, you may want to create a custom
business service for the specific activity. Business services can be defined in Siebel Tools or in
the Siebel client administration screens. See Integration Platform Technologies: Siebel
Enterprise Application Integration for information about defining a business service with Siebel
Tools.

■ If your workflow process involves a Siebel-defined business service or a custom business service,
you must enable the business service in order to use it. See “Enabling a Business Service for
Workflow Processes” on page 58.

Defining a Primary Business Component for a Business
Object
For a business object to be used with a workflow process, it must have a defined primary business
component.

To designate a primary component for a business object
1 In Siebel Tools, navigate in the Object Explorer to the appropriate business object.

2 Select the business object.

3 In the Properties window, use the picklist in the Primary Business Component field to select the
appropriate component name.

Select a primary component by selecting the key component for the specific business object.


Planning Workflow Processes ■ Defining a Test and Migration Strategy for Workflow
Processes

4 Compile the SRF.

Once a primary business component has been defined, the business object appears in the Workflow
Processes list editor.

Enabling a Business Service for Workflow Processes
Siebel provides a number of predefined business services. (See “Predefined Business Services” on
page 328 for a list of these services.) You can also define your own custom business services using
Siebel Tools or the Administration - Business Service view in the Siebel client.

To be displayed in a Siebel Workflow picklist, the Hidden flag for the business service must be set to
FALSE. Additionally, you must set the Hidden flag for the associated business service methods and
method arguments.

NOTE: By default, business services defined in the Siebel client are not hidden. When creating
workflow definitions in Siebel Tools, the value of the Name property—for business services, business
service methods, and business service method arguments—is the value that appears in the picklists.

To enable business services for Workflow
1 In Siebel Tools, from the Object Explorer applet, select the business service object.

This action displays a list of defined business services.

2 Select the business service you want to modify.

3 In the Properties window, change the Hidden field to FALSE.

4 In the Object Explorer, select the business service method under the business service.

5 Select the method you want to modify and change the Hidden field to FALSE in the properties
applet.

6 Repeat Step 5 for each method, if applicable.
7 In the Object Explorer, select the method argument under the business service method.
8 Select the argument you want to modify and change the Hidden field to FALSE in the Properties
applet.

9 Repeat Step 8 for each method argument, if applicable.

Defining a Test and Migration Strategy
for Workflow Processes
Before implementing new workflow processes, you must verify them in a test environment. Testing
new processes verifies that the process you release into the production environment properly
executes and does not cause conflicts with your existing workflow processes.

The following are some suggestions for setting up your test and migration policy:


Planning Workflow Processes ■ Verifying Workflow Policies Installation

■ Make sure your test environment and production environment have identical versions of the
software and that you are using realistic data in your database by using a partial or complete
copy of the production database.

■ Create a small group of workflow processes to implement as a first phase of implementation.
After you have successfully implemented the first group, you can add more processes in a
systematic manner.
For more information on migrating your test environment to your production environment, see
“Migrating Policies to the Production Environment” on page 294.

Verifying Workflow Policies Installation
Workflow Policies is installed as part of the Siebel Server and client installation and is enabled by
using your license key information. This section describes only how to verify the correct installation
of Workflow Policies. For information about the installation process, see the installation guide for the
operating system you are using.

To run Workflow Policies, make sure the Siebel Server components (including Workflow
Management), as well as both Siebel Tools and the Siebel client (Service, Call Center, or Sales), are
installed.

Verifying the Repository Setting for Workflow Policies
Installation
In the Siebel client, the .cfg file is used to configure Workflow Policies. Check that the
DockRepositoryName entry specifies the correct repository name.

Verifying the Workflow Setup for Workflow Policies
Installation
You need to verify that your license key includes Siebel Workflow. Because Siebel Workflow runs as
server components on the Siebel Server, you also need to verify the proper installation of the Siebel
Server.

To do this, follow the procedure that follows to verify that you can access the Workflow Policies client
screens and server screens.

To verify the Workflow setup
1 Log in to the Siebel client as the Siebel administrator.

2 Select View > Site Map > Administration - Business Process.

Under the list of views, you should be able to see Policies, Policy Groups, and so forth. This
indicates that your license key is correct.


Planning Workflow Processes ■ Upgrading Siebel Workflow

3 From a client that is configured to manage the server component groups, select View > Site Map
> Administration - Server Management > Servers > Component Groups.

Check that the Workflow Management component group is enabled.

Upgrading Siebel Workflow
This topics discusses upgrading Siebel Workflow to version 8.0 from prior versions.

Runtime and Repository Schema Upgrade
There have been repository and runtime schema changes for the workflow tables, and new columns
have been added to the repository and runtime schema. To add the new columns to the Siebel
database, follow the instructions provided in Siebel Database Upgrade Guide.

Existing workflow definitions in the runtime deployment table are not changed during the upgrade.
After the merge process is completed, use the Workflow Deployment view in the runtime client to
reactivate all completed workflows to load the new workflow definitions into the runtime. For
instructions on reactivating workflow processes, see Siebel Database Upgrade Guide.

Workflow Definition Merge
If you have upgraded to Siebel version 7.7, Siebel workflow definitions were moved from the runtime
tables into the repository tables. If you are upgrading to version 8.0 from version 7.7 or 7.8, any
modified seed workflows or custom workflows will be merged into the 8.0 repository during the
repository merge process. For information about detailed merge algorithms, see Siebel Database
Upgrade Guide.

However, if you are upgrading to Siebel 8.0 directly from a version prior to version 7.7, your custom
workflows and modified seed workflows will be copied over to the version 8.0 repository as is. You
must manually merge your customizations with the new version 8.0 seed workflows.

In either instance, make sure you review your workflow customizations after the repository merge
process.


5 For Developers: Basics of
Building Workflow Processes

This chapter describes the steps involved in building workflow processes. This chapter is divided as
follows:

■ “Overview of Developing a Workflow Process” on page 61

■ “Siebel Tools and Workflow Processes” on page 62

■ “Using Process Designer in Siebel Tools” on page 64

■ “Tutorial: Using Process Designer in Siebel Tools” on page 79

Overview of Developing a Workflow
Process
You use Siebel Tools to create workflows. In a typical development cycle for creating workflows, your
steps take the following sequence:

1 Review existing process definitions. See “Reviewing Existing Workflow Processes” on page 76.

2 Use the Siebel Tools client to develop new workflow processes. See “Using Process Designer in
Siebel Tools” on page 64.

3 Save the workflow processes to your local database.

4 Test the workflow processes using the Siebel Web Client. See Chapter 8, “For Developers: Testing
Workflow Processes.”

5 Debug the workflow processes using your local master or test database.

NOTE: Long-running workflow processes cannot be debugged using the Process Simulator. For
testing of long-running workflow processes, see “Testing Workflows That Involve Server
Components” on page 180.

Workflow definitions are checked out from the repository into the local database, where they are
modified and debugged locally before being checked in to the master repository.

NOTE: Debugging against a server or test database, instead of debugging locally, allows the
workflow engine to access server components such as the Server Request Broker.

6 Run the workflow processes from the Siebel Web Client, using your local master or test database.

7 Using the Siebel Tools client:

■ Check the workflow processes into and out of your master database.
■ Export the workflow processes into an XML file for backup.

■ Import the workflow processes from the XML file to restore them (if necessary). See “Importing
or Exporting a Process Definition” on page 187.


For Developers: Basics of Building Workflow Processes ■ Siebel Tools and Workflow
Processes

8 Deploy the workflow process definitions from your master database to your staging or production
database. See “Deploying Workflow Processes” on page 182.

This development-cycle sequence is illustrated in Figure 14 on page 62.

Figure 14. Typical sequence for developing workflows

Siebel Tools and Workflow Processes
Siebel Tools is an integrated environment for configuring Siebel applications. You use Siebel Tools to
modify standard Siebel objects and create new objects to meet your organization’s business
requirements. Just as you use Siebel Tools to extend the data model, modify business logic, and
define the user interface, you also use Siebel Tools to configure the workflows that the Siebel
application uses to automate your organization’s business processes.

Siebel Tools consists of an Object Explorer window and one or more Object List Editor windows, as
shown in Figure 15 on page 63. The Object List Editor window lists object definitions for each object
type and allows you to edit object type properties. The Object Explorer provides navigation between
each group of object definitions of a particular object type.

Object type is an entity that is displayed as a node on the Object Explorer. An object type is the
template from which object definitions are created and have a predefined set of properties. Workflow
Process is one object type.

An object definition implements one piece of the software such as Service Request or Contact. This
object definition consists of properties, which are characteristics of that piece of the software.


For Developers: Basics of Building Workflow Processes ■ Siebel Tools and Workflow
Processes

Properties correspond to the columns in Object List Editor windows. The information entered under
the columns is values. You can edit the properties of the currently selected object definition in an
Object List Editor window by changing the values in the columns. You may change the property
values in an object definition but not the set of properties to which values are assigned.

Object Explorer Object List Editor

Figure 15. Object Explorer and Object List Editor Windows

This guide assumes that you understand the basics of using Siebel Tools. The information you need
to know includes the following topics:

■ Siebel Tools application windows (the Object Explorer and the Object List Editor)

■ Configuring object properties, applets, and applet controls

■ Using the Siebel Tools menu bar

■ Checking out and checking in projects

■ Working with projects

For information on these and many other topics, see Using Siebel Tools. For further information, see
Configuring Siebel Business Applications.


For Developers: Basics of Building Workflow Processes ■ Using Process Designer in
Siebel Tools

Using Process Designer in Siebel Tools
You use the Process Designer in Siebel Tools to configure workflows to meet the specific needs of
your business. In this release, the Process Designer resides in Siebel Tools and the Workflow Process
object type is a new top-level object type in the Object Explorer within Siebel Tools.

Siebel Workflow is a configuration object. The Workflow Process object type belongs to a specific
project, but it does not get compiled and it is not part of the repository merge that happens during
the upgrade process.

Because the Process Designer is in Siebel Tools, data objects are available for use as you design your
workflow processes. Changes to repository data are immediately available for use in a workflow
process without the need for a compile of the SRF. You can use configuration data (business
component fields and other repository information) while you are building your workflows. For
example, if you have a List of Values (LOV) such as Account Status (with values of Gold, Silver, and
Bronze) you can use a newly added LOV in the definition of your workflow process conditions as you
are defining them. As another example, if you add a field to a business component, that new field is
readily available for use in Process Designer.

The type of data that is not available for use in designing workflow processes is the run-time data
such as an account name or a ZIP code and other transactional data. To use run-time data as you
are building workflow processes, make the data a process property variable. For more information,
see “About Process Properties” on page 93. You can also hardcode the run-time data in your workflow
process, if you need this flexibility, by using unbounded picklists.

All business services are available for use at design time, both those business services defined in
Siebel Tools and those defined in the run-time client.

More information on the Process Designer’s design functions, applet fields, and palette items is
included in the following sections:

■ “About the Design Functions of the Process Designer” on page 64

■ “About the Multi Value Property Window” on page 65

■ “Field Descriptions: Workflow Processes” on page 66

■ “Field Descriptions: Process Properties for Workflows” on page 71

■ “Process Designer Palette Items” on page 73

About the Design Functions of the Process Designer
You use the Process Designer in Siebel Tools to build your workflow processes. While drawing your
workflow processes in the Process Designer, you can:

■ Copy and paste. Copy and paste workflow palette items within a workflow as you are building
it. When you copy a step, its associated branches are copied along with it.

■ Edit shape properties and layout. Define shape colors and other attributes such as the look
of the line, the fill pattern, and the font for labels. Create consistency by controlling alignment
of shapes and by making shapes the same size as others in the workflow process.


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■ Zoom. Zoom in and out on the Process Designer Palette to view the workflow process you are
drawing at various magnifications.

■ Copy drawings. Copy workflow drawings into another application, such as a Microsoft Word
document. In the design palette, right-click and choose Copy Drawing.

■ Print. Print a drawing of the workflow process.

■ Show branch labels and exceptions. You can choose to show or hide the names that label
connectors within a workflow.

The copy-paste function works as Windows applications do with the CTRL+C and CTRL+V key
combinations. The rest of the design functions are employed by right-clicking the Process Designer
Palette.

For more information, see “Process Designer Palette Items” on page 73.

About the Multi Value Property Window
In this release, the Multi-value Properties Window (MVPW) replaces the list applet in most cases
within the Siebel Tools side of the Business Process Designer. Rather than viewing a step’s properties
by clicking the step and accessing a list applet below the canvas, you view the step’s properties in
the Properties window, and its child items in the MVPW. Rather than right-clicking a step to see its
input/output arguments, you view them in the MVPW. You can add and delete values from within the
MVPW as well, in the same manner as was done in previous releases in the list applets.

The MVPW is context-sensitive; it displays the appropriate set of properties based on the object
selected. In some cases, depending on the context, the MVPW displays tabs to show a variety of
object attributes.

There are two cases in which the MVPW displays attributes and values:

■ When you click a step or connector in the Process Designer design canvas, its child objects are
displayed in the MVPW.

■ When you click the canvas, with no step or connector selected, the child objects of the workflow
process are displayed: its process properties and its metrics.


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The Multi Value Property Window is shown in Figure 16.

Figure 16. Multi Value Property Window Displaying Process Properties for a Workflow Process

Field Descriptions: Workflow Processes
Table 6 describes the fields in which you enter data to define workflow processes, in the Process
Designer’s Properties window in Siebel Tools.


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The Properties window provides properties based on context. To display the properties of a particular
workflow process (that is, not the properties of its steps or connectors), right-click in the design
canvas (making sure that no step or connector is selected at the time) and select View Properties
Window.

Table 6. Workflow Processes Fields in the Properties Window

Field Description Possible Value

Auto Persist Sets workflow persistence. (Optional) YES or NO

Business The name of the associated business (Optional) This value is selected from a
Object object. picklist of business objects. Only business
objects with a defined primary component
appear in this picklist.

See Chapter 4, “Planning Workflow
Processes” for more information on defining
the primary component for a business
object.

Error Process The name of the workflow process to (Optional) Choose from the picklist of
Name call as the error process. predefined workflow processes.

Group This field applies to pre-7.7 (Optional)
workflows.
NOTE: Do not use this field for new
workflows you create. Use the Project field
instead.

Pass By Ref Applicable for hierarchal data (Optional) TRUE or FALSE
Hierarchy passed between subworkflow
processes and parent workflow
processes. If “pass by reference” is
checked, then changes made in the
child workflow process propagate
back to the parent workflow
process. When enabled, this feature
reduces memory footprint required
for workflow processes as data is
passed by reference instead of by
value.

Process The name of the process. (Required) A descriptive name that is:
Name
■ Consistent with your overall naming
strategy

■ Meaningful to the designer of the
process

■ Unique


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Project The name of the project to which the (Required)
workflow process belongs.

Replication How workflows synchronize to None, All, or Regional
Level Mobile Web Clients. The All value
synchronizes to the server’s regional
nodes as well as mobile users,
whereas the Regional value
synchronizes just to the server’s
regional nodes.

State The workflow process state (Required)
Management management type. Describes the
■ Stateless. Business service method(s)
Type type of business service requests
invoked by this workflow process have
made while the workflow process is
no dependency on a service-specific
being executed. If all services
state. Choose this setting if the
invoked by this workflow process
stateful/cached services invoked by this
are stateless business services, then
workflow can be released when the
the state management type should
workflow pauses or completes.
be set to Stateless. Otherwise, it
should be set to Stateful. ■ Stateful. Business service method(s)
invoked by this workflow process
The default setting is Stateful.
depend on a service-specific state.
For more information, see “State Choose this setting if the stateful/
Management Type and Workflow cached services invoked by this
Processes” on page 69. workflow should not be released during
and after the execution of the workflow.

Status The current status of the process. (Required)

■ Not In Use

■ In Progress

■ Completed

Version The version number of the process Read-only. The default version is 0. The
definition. version number increments by one when
you use the Revise button to modify an
existing process definition.


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Web Service This field indicates that a business (Optional) TRUE or FALSE
Enabled service or workflow is exposable as
a web service and can be called
independently.

NOTE: Setting this field to TRUE
does not automatically enable the
workflow web service, nor does
enabling the workflow process for
web service cause the flag to be
checked.

Workflow The workflow process type. (Required)
Mode
The workflow process types are the
following:

■ 7.0 Flow. A 7.0 workflow process
provides backward compatibility for
existing Siebel 7 (pre-7.7) workflows.

■ Long Running Flow. A long-running
workflow process is a persistent
workflow that can last for hours, days,
or months.

■ Interactive Flow. An interactive
workflow process navigates the user
across Siebel views.

■ Service Flow. A service workflow
process executes a set of operations.

State Management Type and Workflow Processes
The OM-session state management framework requires all business services to have a defined state
management type. A business service must be defined either as Stateless or Stateful, or as a Server-
managed business service. The Workflow engine is a business service—the Workflow Process
Manager business service—and it is defined as Stateless.

The State Management Type field (in the Workflow Process Properties window) of a workflow process
defines whether a workflow process is designed to be stateless or stateful. The Workflow engine can
execute both stateful or stateless workflow processes, as follows:

■ When a workflow process is defined as Stateless, the OM-session state management framework
can release all stateful or cached business services invoked by this workflow process when the
workflow instance is paused or completed.


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■ When a workflow process is defined as Stateful, the OM-session state management framework
does not release any stateful or cached business services invoked by this workflow instance even
after the instance is completed. Instead, the framework waits for the caller of the Workflow
engine to decide when the cached services should be released. The caller of the Workflow engine
can release all stateful or cached business services by calling methods from Web Channel
Dedicated Block Service.

Defining the Workflow Process State Management Type
By default, the workflow process State Management Type is set to Stateful to preserve the pre-8.0
behavior. However, if a workflow process is designed to be executed through Web Channel, it may
be necessary to change its State Management Type to Stateless in order to take advantage of the
session-pooling feature in the OM-session state management framework.

A workflow’s processing mode (Workflow Mode) determines its State Management Type as follows:

■ 7.0 Flow. All existing Siebel 7.0 workflows are defined as Stateful to preserve the existing
behavior. Do not change this setting unless you are sure that none of the business services the
workflow invokes directly or indirectly is a stateful business service.

■ Long Running Flow. In general, long-running workflows are defined as Stateless. This is
because the Workflow engine is already designed to allow long-running workflows to migrate
between sessions when long-running workflows are being paused. Developers should therefore
not configure a long-running workflow to invoke any stateful business services, since the service
state will be lost when a long-running workflow instance migrates from one user session to
another.

■ Service Flow. In general, service workflows are defined as Stateless. This is because a service
workflow can have neither User Interact steps nor Wait steps. This means a service workflow is
always executed in its entirety before the OM-session state management framework is given a
chance to release the session back to the pool.

■ Interactive Flow. In general, interactive workflows are defined as Stateless. Like a long-
running workflow, an interactive workflow instance may migrate between sessions through the
Universal Inbox. However, since the State Management Type setting is only relevant when the
workflow process is executed through Web Channel, and since interactive workflows always
execute in a user-interactive session, the State Management Type setting does not have any
effect on the behavior of an interactive workflow.

For more information on the Web Channel OM-session state management framework, see Siebel Web
UI Dynamic Developer Kit Guide.


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Field Descriptions: Process Properties for Workflows
Table 7 describes the fields in which you enter data to define process properties for workflows. To
view and change these properties, use the Multi Value Property Window. View the MVPW by clicking
in the design canvas of a workflow process, with no steps or connectors selected. You can also view
the MVPW by selecting View > Windows > Multi Value Property Window.

NOTE: For descriptions of the fields that apply to workflow steps, see “Field Descriptions: Workflow
Steps” on page 99.

Table 7. Process Property Fields for Workflow Processes


Name The name of the process property. A descriptive name that is:

strategy

■ Meaningful to the designer of the
process

■ Unique

Display Name A user-friendly version of the The Display Name can be the same as or
property name. different from the Name.

In/Out Describes whether or not the ■ In. The process property is passed into
process property is passed in or out the process. (Binary types cannot be
of the process, passed into the assigned this value.)
process and returned, or used only
■ Out. The process property is passed out
within the process.
of the process. (Binary types cannot be
assigned this value.)

■ In/Out. The process property is passed
into the process and returned. (Binary
types cannot be assigned this value.)

■ None. The process property is used
only within the process.

Business The name of the associated business Read only. See Chapter 4, “Planning
Object object. Workflow Processes” for more information
on defining the primary component for a
business object.

Business The name of the business This value is selected from a picklist of
Component component containing the virtual business components belonging to the
field. workflow process business object.

Virtual Field The name of the business This value is selected from a picklist of
component field mapped to the fields belonging to the business component.
workflow process property. Only calculated fields with no calculated
values appear in this picklist.


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Default Initial value if the process property Free-form text. If you enter <Value>, the
String is a string type. process property is initialized with the value
in the Value field of the workflow input
property set.

Default Date Initial value if the process property Calendar widget.
is a date type.

Data Type The type of data that can be stored ■ Alias. Size limit for default value (not
in the process property. run-time value): 250 characters.

■ Binary. For variant or binary
information, usually for XML data.
Binary types must be assigned the None
value in the In/Out field.

■ Date. For dates.

■ Hierarchy. Data type used by Siebel
Enterprise Application Integration to
store data from a property set. For
more information, see Overview: Siebel
Enterprise Application Integration.

■ Integration Object. For storing
integration objects. Integration objects
have the Hierarchy data type.

■ Number. For numeric data. Size limit
for default value (not run-time value):
22 digits.

■ String. For alphanumeric data (usually
for UTF-16 data). Size limit for default
value (not run-time value): 250
characters.

■ Strongly Typed Integration Obj. A
special data type for exposing a
workflow process as a Siebel inbound
web service. Siebel business services
use this property when creating WSDLs.

NOTE: For both the workflow process
and business service engines, values in
the Strongly Typed Integration Obj and
the Integration Object properties are
treated as the same data type.

Default Initial value if the process property Numeric widget.
Number is a numeric type.


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Integration Data type used by Siebel EAI to Example: “Account - Get Oracle Customer
Object store data from an integration (Oracle)”
object.

Correlator Makes the process property ready Check mark.
Flag for use as a correlator (a piece of
business data that identifies the
recipient of the incoming message).
See “About the Workflow User Event
Business Service” on page 157.

Access Mode Controls whether a process property Read-only or Read-write.
is read-only or read-write.

Process Designer Palette Items
Figure 17 shows the Process Designer Palette.

Figure 17. Drag and drop steps and connectors from the palette to the work space in the Process
Designer.


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Table 8 describes the items available on the Process Designer Palette. Each item represents a type
of step or connector.

Table 8. Process Designer Palette Items

Item Description Possible Value

Start Represents the input conditions that Every process must begin with a Start
must be met to execute an instance of a step. There can be only one Start step
business process. For more information, in a process.
see “About Start Steps” on page 107.

Business Represents an activity within a business A process can have one or more
Service process. Business service steps call Business Service steps.
business services that allow you to
execute predefined or custom actions in
a workflow process. For more
information, see “About Business Service

Decision Point Represents a step in the process A process can have one or more
definition where the work item branches Decision Point steps.
off to different steps depending on a set
of conditions. A Decision Point evaluates
the defined conditions to determine the
next step of the process instance. For
more information, see “About Decision
Points” on page 112.

Subprocess Represents a workflow process A process can have one or more
embedded into another workflow Subprocess steps.
process. A subprocess has its own
process definition. For more
information, see “About Subprocess

Siebel Represents a type of action. Siebel Business object logic applies to all
Operation Operation steps perform Siebel Siebel operations. A process can have
operations, such as Insert, Update, or one or more Siebel Operation steps.
Query, on business components. For
more information, see “About Siebel
Operation Steps” on page 124.

Task Represents a task called from within a A process can have one or more Task
business process. Task steps invoke steps.
tasks for end users to complete in the
UI. For more information, see “About
Task Steps” on page 134.


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Table 8. Process Designer Palette Items

Item Description Possible Value

User Interact Represents end-user view navigation. A process can have one or more User
User Interact steps control the flow of Interact steps.
Siebel views within an application. A
workflow process containing User
Interact steps guides end users through
a specified flow of Siebel views based on
the users’ actions, or executes a
specified set of actions. For more
information, see “About User Interact

Wait Represents a pause in workflow process A process can have one or more Wait
execution. Wait steps suspend execution steps.
for a specific period of time or until a
specific event occurs. For more
information, see “About Wait Steps” on
page 130.

Stop Represents an end to a workflow process A process can have one or more Stop
and the presentation of an error to the steps.
user. Stop steps terminate the workflow
process instance. For more information,
see “About Stop Steps” on page 137.

End Indicates when process execution is A process can have one or more end
complete. An End step allows you to steps.
save output arguments as process
properties. For more information, see
“About End Steps” on page 139.

Connector Represents the direction of flow between A process can have one or more
steps in a business process. connectors.

Error Represents a deviation from normal A process can have one or more
Exception processing. An exception can be a Exception branches.
system error or a user-defined error.

About Defining Workflow Process Parameters and Steps
The first part of designing a workflow process is working with workflow process definitions to set the
general process parameters and lay out the flow of the process steps. This involves:

■ “Reviewing Existing Workflow Processes” on page 76

■ “Defining a New Workflow Process” on page 76

■ “Naming Conventions for Workflow Processes, Steps, Branches, and Process Properties” on page 77

■ “Modifying Existing Process Definitions” on page 78


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As a best practice in developing workflows, give your workflow definitions parameters that are
externalized and not hard-coded. Having parameters hard-coded in Workflow means that you need
to change the definitions when the workflows are migrated between environments and executed. For
example, if a workflow is sending emails to a list of customers and the parameter is hard-coded with
the customer list, the workflow will not work correctly in the production environment. You need to
make sure that such input arguments are read dynamically.

For an example of how to externalize parameters used by workflows, see “Example: Externalize
Parameters to be Used by Siebel Workflow” on page 324.

Reviewing Existing Workflow Processes
Review your existing workflow processes to see if the process you need is already available or if a
similar process exists that you can copy and modify to meet your requirements.

The Workflow Processes Object List Editor (OBLE) provides a list of all the current process definitions.
You can access the Workflow Processes OBLE in Siebel Tools.

To review existing workflow process definitions
1 In Siebel Tools, in the Object Explorer Types tab, choose the Workflow Process object type.

The right pane shows the Workflow Processes OBLE, which lists all the workflow processes.

2 If you find a process you want to copy as the basis for a new process definition, select the record,
then right-click and choose Copy Record.

See “Copying a Workflow Process” on page 92 for more details on copying an existing process
definition.

Defining a New Workflow Process
Once you have reviewed your existing workflow process definitions, you are ready to create new
workflow processes for the processes you have identified as missing.

To design a workflow process
1 From within Siebel Tools, check out (for local use) or lock (for server use) the project which
contains the Workflow objects.

NOTE: You must check out the Workflow objects only if you are using a local data source. You
check out the Workflow objects just like any other repository objects. If you are logged on
directly to the server data source, check-out is not needed.

2 In the Object Explorer Types tab, choose the Workflow Process type.

The right pane shows an Object List Editor (OBLE) window with a list applet containing all the
workflow processes.


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3 In the Workflow Processes OBLE, right-click and select New Record to create a new workflow
process record.

4 In the Process Name field, give the workflow a name that is short but meaningful.

5 Your new workflow process must belong to a project. Scroll to the Project field and from the
picklist, choose the project to which you want the workflow to belong.

6 In the Description field, enter a description.

Use this field to describe the purpose of the process and any special requirements or notes.

7 In the Business Object field, choose the business object that the workflow process involves.

8 In the Workflow Mode field, choose the type of workflow process: long-running, interactive, or
service.

9 Enter other relevant details.

10 Right-click the record and choose Edit Workflow Process.
11 Drag and drop shapes (palette items) from the palette to the design canvas to build the workflow
diagram. For information on workflow steps, see Chapter 6, “For Developers: Workflow Process
Steps.” For more information on diagramming a workflow using the Palette Designer, see
“Diagramming a Workflow Process” on page 90.

Naming Conventions for Workflow Processes, Steps,
Branches, and Process Properties
When naming workflow processes, the combination of workflow process name and version must be
unique. That is, you can have two workflow processes of the same name as long as their version
numbers are different.

Names given to workflow process steps and process properties must be unique as well, within a
workflow process. When you create a new process step, its name field is automatically populated
with a name/number combination that you can change. If you change the name, the new name
(including the number) must be unique from the names of the other steps in the process.

The name given automatically to a step or a connector is based on its type, for example “Business
Service” for a business service step, or “Siebel Operation” for a Siebel operation step. The number
given automatically in the name for a step or a connector is an integer (that is, 0, 1, 2, 3, and so
on). This number differentiates instances of the same type of step or connector (for example,
Business Service 0, Business Service 1). This number, called sequence, is stored as part of the name.

When a new step of the same type is added to the workflow, if there is no gap between the sequence
numbers for the type (gaps can be created when steps are deleted), the next number in the sequence
is used. Otherwise, the first sequence number in the first gap interval for the step type will be the
sequence assigned to the new step. For example, if there are five business service steps in a
workflow process (Business Service 0, Business Service 1, Business Service 2, Business Service 3,
Business Service 4) and Business Service 1 and Business Service 2 are then deleted, the next
business service step assumes the sequence number 1. It is automatically named "Business
Service 1." This sequencing approach is the same for branches (connectors).


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Modifying Existing Process Definitions
You can modify active workflow process definitions without restarting the Workflow Process Manager.

A workflow process definition is refreshed in the process memory as soon as it is activated. When a
new definition is deployed, the cache is refreshed, so any new instance picks up the new deployed
definition.

NOTE: For mobile clients and development clients, the server parameter called Workflow Version
Checking Interval (VerCheckTime) controls how often the server component checks for new active
versions of each process definition. When a new process definition is activated, all incoming process
instances after the Workflow Version Checking Interval will use the new definition. Process instances
initiated before this activation will continue using the previous process definition.

Regarding the refresh of the process definition cache, it is important to note the following:

When a process definition is activated (or reactivated) in a thread,

■ the caches of all threads in the same process are refreshed and all such threads get the updated
definition immediately;

■ the caches of threads in other processes are not refreshed until a time period elapses, which is
defined by the server parameter VerCheckTime.

For example, consider the following scenarios:

■ Activation in thin clients. When workflows are activated from a thin client, such as the Call
Center application, all user sessions in the same Call Center application server process get the
updated workflow definition immediately. User sessions in other server processes, however, must
wait for the VerCheckTime interval defined in the server process configuration before they
receive the updated definition.

■ Activation in mobile or development clients. Each mobile or development client is a process
of its own. The particular mobile/development client receives the updated workflow definition
immediately. All other mobile/development clients must wait for the VerCheckTime interval
defined in their configuration files before they can receive the updated definition.

■ Publish/Activate in Siebel Tools. The Siebel Tools application is a process of its own. All thin
clients and mobile/development clients must wait for the VerCheckTime interval before they can
receive the updated definition.

NOTE: Refreshing the process definition cache is necessary but not sufficient for running the
updated workflow definition correctly. If the workflow definition contains run-time events, the run-
time event cache must also be refreshed. For thin clients, this requires you to reload run-time events
from the Administration - Runtime Events views (right-click from the context menu, and select
Reload Runtime Events). For mobile clients, this requires you to log out and log back in to the mobile
client (which guarantees a refresh of the process definition cache as well).

To modify an existing workflow process definition
1 In Siebel Tools, in the Workflow Processes OBLE, select the record for the workflow process you
want to modify.


For Developers: Basics of Building Workflow Processes ■ Tutorial: Using Process
Designer in Siebel Tools

2 In the WF/Task Editor toolbar, click the Revise button, as shown in Figure 18.

Figure 18. Revise Button in WF/Task Editor Toolbar

A new version of the workflow process is created for editing.

3 With this new process record selected, right-click and choose Edit Workflow Process.

4 Make changes to this new version, as necessary.

5 When you have finished modifying the workflow process, validate it by right-clicking in the
Palette Designer. For more information, see “Using the Validate Tool to Correct Errors in Workflow

6 Deploy the workflow process to make it active. For more information, see “Deploying Workflow

Revising a Workflow Versus Copying a Workflow
There is an important difference between revising a workflow, and copying a workflow. Revising a
workflow—that is, modifying an existing workflow process definition—occurs through use of the
Revise button in the WF/Task Editor toolbar. When you revise a workflow, the new workflow record
created is the same as the original, with the same name, except that its version is different
(incremented by one), and it is editable (its Status is “In Progress”).

If your intent is to create a different workflow, with a different name and a different purpose, then
you can copy an existing workflow to do so. In contrast to revising a workflow, when you copy a
workflow (right-click > Copy Record from the context menu), you create a new workflow process that
is identical to the original one, except that a unique name (such as “04-K88GQ”) has been generated
for it; after doing this, you should update the name of the process with a different and meaningful
one.

The version of a new, copied workflow process is 0. When you revise a workflow process, however,
the version is the next integer that follows the version number of the original workflow being revised.

Tutorial: Using Process Designer in
Siebel Tools
This tutorial takes you through the steps involved in designing, simulating, and deploying a workflow
process using Siebel Business Process Designer.

This tutorial is organized as follows:

■ “Designing Your Workflow Process” on page 80

■ “Testing Your Workflow Process” on page 85

■ “Deploying Your Workflow Process” on page 87



Designing Your Workflow Process
In this tutorial, you complete the following sequence of activities to design your workflow process:

1 Create a new workflow process record. See “To create a new workflow process” on page 80.

2 Draw the workflow process in the Palette Designer. See “To design the workflow process” on
page 81.

3 Define properties for the steps of the workflow process. See “To set properties for the workflow
process” on page 82.

4 Create a trigger for the workflow process. See “To define the run-time event that triggers the
workflow process” on page 83.

5 Define condition criteria for a Decision branch of the workflow process. See “To define condition
criteria for the workflow’s Decision Point” on page 83.

6 Validate the workflow process. See “To validate the workflow process” on page 84.

NOTE: The login information (SADMIN/SADMIN) as well as the other settings listed in this tutorial
are provided as examples. You should modify these example settings as appropriate for your own
setup.

You create a workflow process and set its properties using the Process Designer in Siebel Tools.

To create a new workflow process
1 Log in to Siebel Tools as SADMIN/SADMIN connecting to the Sample database.

2 In the Object Explorer Types tab, choose the Project object type.

3 In the Projects OBLE, right-click and select New Record to create a new project.

a Name the project “80 Workflow.”

b Lock the project.

4 In the Object Explorer Types tab, choose the Workflow Process object type.
NOTE: If the Workflow Process object type does not appear in the Object Explorer by default,
you can add it. Choose View > Options, and on the Object Explorer tab, select the Workflow
Process type.

5 In the Workflow Processes OBLE, right-click and select New Record to create a new workflow
process record.



6 Fill in the record’s fields to give the workflow process the following properties:

Property Value

Process Name 80 Workflow Large Opportunity
Creates Activity

Workflow Mode Service Flow

Project 80 Workflow

Business Object Opportunity

This workflow is to be invoked by a run-time event. Once a user creates a new Opportunity record,
the revenue of the opportunity will be evaluated. If the value of the opportunity is over $10,000, an
Activity record will be created to have the sales representative follow up on the deal.

To design the workflow process
1 Right-click on the new workflow process record you created in Step 5 on page 80 and select Edit
Workflow Process.

2 From the palette, drag and drop step icons to the design canvas to match the following graphic.
Add one Start step, one Decision Point, one Siebel Operation step, and one End step.



3 Drag and drop Connector branches to connect all the steps, as depicted in the following graphic.

Make sure that all of the connectors are correctly attached. A connector is correctly attached
when red dots and squares appear at each of its ends (when the connector is selected). If you
see a white square at one end, that end is not correctly attached.

To set properties for the workflow process
1 Select the Start step.

The corresponding Start step’s attributes are displayed in the Properties window and in the Multi
Value Property Window.

NOTE: If the Properties window is not visible, from the application menu select View > Windows
> Properties Window.

When you select a step icon or connector in the design canvas, its corresponding attributes and
child items are shown in the Properties window and in the MVPW so that you can define its
properties.

2 For the Start step, in the Properties window, set the Name property to “Start.”

3 Select the Decision Point.

4 For the Decision Point, set the Name property to “Is opportunity over 10K?”

5 Select the Siebel Operation step.

6 For the Siebel Operation step, set the following properties:

Property Value

Name Insert Activity to Follow Up

Business Component Action

Operation Insert



7 With the Siebel Operation step selected in the design canvas, view the context-sensitive child
items for the step, including tabs for input arguments and output arguments.

8 In the Field Input Arguments tab, right-click and choose New Record to add two new records with
the following properties:

Field Name Type Value

Description Literal Please call the customer ASAP since this is a large
opportunity.

Type Literal To Do.

9 Select the End step, and set its Name property to “End.”

To define the run-time event that triggers the workflow process
1 In the design canvas, select the Connector branch that connects the Start step to the Decision
Point.

The Properties window and the MVPW toggle to attributes for the branch.

2 Set the branch properties as follows:

Property Value

Name Evaluate Oppty

Type Condition

Event Object Type BusComp

Event Object Opportunity

Event WriteRecord

The business scenario for this tutorial dictates that when an opportunity’s revenue is greater than
$10,000, an activity is inserted for the sales representative to follow up with the customer. To
determine whether this activity is inserted or not, you set condition criteria on the workflow’s
Decision Point.

To define condition criteria for the workflow’s Decision Point
1 In the design canvas, double-click the Connector branch that connects the Decision Point to the
Siebel Operation step.

The Compose Condition Criteria dialog box appears.

2 In the Compare To dropdown picklist, select Business Component.

3 In the Operation dropdown picklist, select Greater Than.

4 In the Object dropdown picklist, select Opportunity.



5 In the Field dropdown picklist, select Revenue.

6 In the Values box, click the New button to add a new value.

7 In the Add Value dialog box, type “10000” and click OK.

8 In the Compose Condition Criteria dialog box, click the Add button.

The conditions you have set in the Compose Condition Criteria dialog box appear as shown in
Figure 19.

Figure 19. Condition Criteria for “Insert Activity to Follow Up” Siebel Operation Step

9 Click OK.

To validate the workflow process
1 In the Process Designer, right-click and select Validate.

The Validate dialog box appears.

2 Click Start.

“Starting validation...” appears in the bottom-left corner of the Validate dialog box.



3 If the validation is successful, there are no errors to report and in the bottom-left corner of the
dialog box, a message reads, “Total tests failed: 0.”

NOTE: See “Using the Validate Tool to Correct Errors in Workflow Processes” on page 175 for a list
of possible errors.

4 Click Cancel to exit the Validate dialog box.

Testing Your Workflow Process
In this section of the tutorial, you simulate the workflow process you created in “Designing Your
Workflow Process” on page 80.

In this tutorial, you complete the following sequence of activities to test your workflow process:

1 Before you can test your workflow process, you must create an opportunity that matches your
test criteria. You create this opportunity, and make note of its row ID. This row ID is then used
in the workflow process properties to run the test. See “To prepare for testing the workflow
process” on page 85.

2 You start the simulation process with the Simulate command, and then you set the Debug
properties for the run-time client. See “To begin your test of the workflow process” on page 86.

3 You run the Process Simulator in Siebel Tools by using the buttons of the Simulate toolbar. See
“To run the Process Simulator” on page 86.

To prepare for testing the workflow process
1 Launch Siebel Call Center logging in as SADMIN/SADMIN to the Sample database.

2 From the application-level menu, choose Navigate > Site Map > Opportunities.

3 Add an opportunity with the following properties:

Name 80 Workflow Large Test Opportunity
Revenue $400,000

4 From the applet-level menu, choose About Record to find the row ID for the opportunity in the
Row # field. Make a note of this row ID.

5 In Siebel Tools, in the Palette Designer, right-click and choose View Properties Window if the
Properties window is not already showing.

6 In the Properties window, select the Object Id field.

7 In the Default String field, insert the row ID value you noted in Step 4.



To begin your test of the workflow process
1 In the Process Designer, right-click and select Simulate.

A read-only version of the workflow process diagram now shows where the canvas appeared
previously.

Because the simulator in Siebel Tools begins by launching an instance of the run-time client, you
must first set the appropriate Debug properties.

2 Set the Debug properties for your run-time client, as follows:

a In Siebel Tools, navigate to View > Options > Debug.

b Set the following properties for your run-time client:

Executable C:sea80clientbinw32udsiebel.exe
CFG file C:sea80clientbinenuuagent.cfg
Browser C:Program FilesInternet Exploreriexplore.exe
Working directory C:sea80clientbin
Arguments /h
User name SADMIN
Password SADMIN
Data source Sample

c Click OK.

To run the Process Simulator
1 In the Process Designer, make sure the Simulator toolbar is visible. If not, from the application
menu select View > Toolbars > Simulate.

2 From the OBLE, select a workflow, then right-click and choose Simulate Workflow Process to
enable the Simulate button, then click Simulate. Alternatively, if you are working in the graphical
workflow editor, you can right-click and choose Simulate.

3 With the read-only version of the workflow process diagram visible, click the Start Simulation
button on the Simulate toolbar.

The simulation process begins, and a debug instance of your run-time client is launched. This
can take several seconds.

4 In Siebel Tools, view the read-only version of the workflow process diagram.

The Start step icon is selected.

5 (Optional) In order to see additional information as you simulate your workflow process, in the
Palette Designer, right-click and select Watch window.

NOTE: You can use the Watch window to see object and variable values during simulation. If the
variable is editable, you can update it in the Watch Window to feed a value to the simulation.

You can hide the Watch window at any time by right-clicking and selecting Hide Watch Window.



6 Click the Simulate Next button to continue simulating the workflow process.

In the read-only version of the workflow process, the Siebel Operation step icon is selected.

7 Click the Simulate Next button again to continue simulating the workflow process.

8 Click the Complete Simulation button to end the simulation.

9 From the application-level menu in the run-time client, choose Navigate > Site Map >
Opportunities > Activities to see your test opportunity.

If an Activity record has been generated, the simulation of your workflow process was completed
successfully.

Deploying Your Workflow Process
When you have finished a successful simulation of your workflow process, you are ready to deploy it.

To deploy the workflow process
1 In Siebel Tools, in the WF Process Props list applet, scroll to the Object Id process property for
your workflow process.

2 In the Default String field for the Object Id process property, delete the row ID.

3 In the open windows in the Tools MDI (multiple-document interface), click Workflow Process list.

4 Select your workflow process record and in the WF/Task Editor toolbar, click the Publish button.

The Status of the workflow process changes to Completed.

Administration - Business Process > Workflow Deployment.

6 In the parent applet, select your workflow process and click the Activate button.

In the child applet, your workflow process record shows a status of Active. You may need to
refresh the list of records to see this newly updated status. To refresh the list, perform a null
query in the child applet.


6 For Developers: Workflow
Process Steps

This chapter describes the various steps you use to build workflow processes and how to work with
them. When you add a step to build a workflow process, you also define the branches, conditions,
and values associated with the step. This chapter is organized as follows:

■ “About the Workflow Processes OBLE in Siebel Tools” on page 89

■ “About Process Properties” on page 93

■ “Field Descriptions for Defining Workflow Process Steps” on page 99

■ “About Start Steps” on page 107

■ “About Decision Points” on page 112

■ “About Business Service Steps” on page 114

■ “About Subprocess Steps” on page 120

■ “About Siebel Operation Steps” on page 124

■ “About Wait Steps” on page 130

■ “About User Interact Steps” on page 131

■ “About Task Steps” on page 134

■ “About Stop Steps” on page 137

■ “About End Steps” on page 139

About the Workflow Processes OBLE in
Siebel Tools
You use the Workflow Processes list editor in Siebel Tools to do the following:

■ Create and edit a workflow process. See “Diagramming a Workflow Process” on page 90.

■ Define step details for a workflow process. See “Defining Step Details for a Workflow Process” on
page 91.

■ Copy a workflow process. See “Copying a Workflow Process” on page 92.

■ Delete a workflow step. See “Deleting a Workflow Step” on page 92.

■ Delete a workflow process. See “Deleting a Workflow Process” on page 92.

■ Revise an existing workflow process. See “Modifying Existing Process Definitions” on page 78.

■ Import and export a workflow process. See “Importing or Exporting a Process Definition” on
page 187.


For Developers: Workflow Process Steps ■ About the Workflow Processes OBLE in Siebel
Tools

Diagramming a Workflow Process
Diagramming the process steps is an important part of creating a functional process. The flowchart
interface of the Process Designer allows you to build a visual representation of the entire process
flow, including decision points and decision branches. From this design, you then access and fill in
step details by clicking a step icon.

You can choose to define the details for each step as you create them in the Designer applet, or you
can finish the entire flowchart of the process and then enter the details for each step.

You define workflow step details by clicking on a step icon or connector arrows in the flowchart
workspace.

Based on your planning results, use the following procedure to diagram the steps of the process.

To diagram the steps of a workflow process
1 From Step 11 on page 77, add a Start step to the design canvas.

All processes must have one and only one Start step. Details on defining a Start step are in
“Defining a Start Step” on page 107.

2 Add one or more middle steps to the design canvas. Processes can have one or more of any of
the action step types, such as Business Service, Decision, Subprocess, Task, Stop, Wait,
Exceptions, and Siebel Operation. There can be multiples of each type of step. For details on each
type of step, see:

■ “Defining a Decision Point” on page 113

■ “Defining a Business Service Step” on page 118

■ “Defining a Subprocess Step” on page 122

■ “Defining a Siebel Operation Step” on page 125

■ “Defining a Wait Step” on page 130
■ “Defining a User Interact Step” on page 132

■ “Defining a Task Step” on page 134

■ “Defining a Stop Step” on page 138

3 Add an End step to the diagram area.

All processes must have at least one End step. Details on defining an End step are in “Defining
an End Step” on page 139.


Tools

4 Illustrate the flow and paths of the process by dragging and dropping connector arrows between
the steps. Position one end of the arrow on one of the steps and drag the handles to connect the
other end to the next step in the flow.

NOTE: An end point on a connector is white if it is not successfully connected to a step. Be sure
that both ends of all connectors are red, indicating that each connector is successfully connecting
two steps.

Connecting an arrow to a Decision Point creates a decision branch for that specific Decision. For
information about defining decision branches, see “Defining Decision Branches” on page 113.

To add or remove a point in a connector, use the following steps:

a Select the connector or exception.

b Right-click and select one of the following:

❏ Edit > Add Point

❏ Edit > Remove Point

Defining Step Details for a Workflow Process
A workflow step’s details include input and output arguments, branch parameters, and conditions.
You define each step’s details using the WF Steps applet in the Object List Editor (OBLE), one at a
time by selecting each step in the workflow.

To define step details
1 Single-click on each step palette item to select the step, and enter the step’s details in the
Properties window. (If the Properties window is not showing, right-click and select View
Properties Window.)

2 Enter input arguments, output arguments, branch parameters, and condition criteria using the
Multi Value Property Window.

■ To enter input and output arguments (for Business Service steps, Subprocess steps, and Wait
steps), use the tabs in the MVPW.

■ To enter branch parameters (for Start steps, Decision Points, and User Interact steps), click
the branch and use the Properties window and the MVPW.

■ To enter conditions (for branches), double-click the branch (or right-click the branch and
choose Edit Conditions).

The Compose Condition Criteria dialog box appears.

NOTE: The values you find listed in the Compose Condition Criteria dialog box are
constrained by the business object for your workflow process, which is specified at the
process level. For more information, see “Using Process Designer in Siebel Tools” on page 64
and “Field Descriptions: Workflow Processes” on page 66.

❏ Enter your condition criteria and click Add to add the condition.


Tools

❏ To update a condition, select the record in the Conditions control, make modifications as
necessary in the other controls, and click Update.

❏ To delete a condition, select the record from the Conditions control and then click Delete.

❏ Click OK.

Deleting a Workflow Step
You can delete a process step in the Palette Designer. When you delete a step, its associated branches
are deleted along with it.

To delete a step
1 From the flowchart diagram, choose the icon for the step you would like to delete.

2 Right-click the icon, then select Edit > Delete.

Deleting a Workflow Process
You can delete a workflow process in the Object List Editor in Siebel Tools.

To delete a workflow process
1 In the Object Explorer Types tab within Siebel Tools, choose Workflow Process.

2 In the OBLE, select the process you want to delete.

3 Right-click and select Delete Record.

Copying a Workflow Process
If, in your existing workflow process definitions, you find a process you want to copy as the basis for
a new process definition, you can copy it. The new workflow process you create in this way is identical
to the original, with an automatically generated unique name (such as “04-K88GQ”), and a version
number of 0.

You copy a workflow process in the Object List Editor in Siebel Tools.

To copy a process
1 In the Object Explorer Types tab within Siebel Tools, choose Workflow Process.

2 In the OBLE, select the process you want to copy.

3 Right-click and select Copy Record.

4 In the Process Name field, enter a new name for the process.


For Developers: Workflow Process Steps ■ About Process Properties

5 Modify the other definition fields as necessary for the new process.

NOTE: If you want to revise an existing process definition rather than create a new, copied process,
see “Modifying Existing Process Definitions” on page 78.

About Process Properties
Process properties are fields for storing values that you can use in steps, either as input and output
arguments, or for performing evaluations. Process properties store values that the workflow process
retrieves from the database or derives before or during processing. You can base decision branches
on the values in a process property and pass process properties as step arguments. When a workflow
process completes, the final results of the process properties are available as output arguments. You
can also use process property values in expressions.

Some default process properties are automatically defined for each process. They are:

■ Object Id. The Siebel row ID of the record against which the process is invoked. For more
information, see “Object Id and Non-7.0 Workflow Processes” on page 94.

■ Error Code. An error symbol of the process instance if a step returns an error. This process
property is automatically populated when an error occurs.

■ Error Message. An error message text of the process instance if a step returns an error. This
process property is automatically populated when an error occurs.

■ Siebel Operation Object Id. The Siebel row ID of the record that is updated, created, or
queried on during a Siebel Operation step. This process property is automatically populated when
a Siebel Operation step is executed.

■ Process Instance Id. A unique number assigned to the currently running instance of the
process. This process property is automatically populated when a process is executed and
persistence is enabled.

As an example for using process properties, you can define three new process properties for a
workflow. These properties are of type String as shown in Figure 20. The process properties have
values of "Welcome", "to", and "Siebel".

Figure 20. Example of Process Properties You Can Create



In the above example, you can create a fourth process property called "ProcessProperty4" that
concatenates these first three values and displays the combination in an applet field.
ProcessProperty4 is of type String and gets a value as an output argument on a step. The output
argument is of type Expression as shown in Figure 21.

Figure 21. Process Property Used as an Output Argument

The following sections provide further information on process properties:

■ “Object Id and Non-7.0 Workflow Processes” on page 94

■ “Process Properties Versus Property Sets” on page 95

■ “Passing Property Sets by Reference” on page 96

■ “Defining Process Properties” on page 96

■ “Concatenating Process Properties” on page 97

■ “Passing Process Properties In and Out of Steps” on page 98

Object Id and Non-7.0 Workflow Processes
The Object Id process property is the Siebel Row Id of the primary business component record
against which a process is invoked.

Runtime Event Behavior
When a workflow is invoked by a runtime event, the active business component instance that
triggered the runtime event is automatically passed to workflow. Run-time events are received on
the row specified by the Object Id parameter. Workflow receives and processes this event only when
the business object that the active business component instance belongs to is the same as the
business object in the workflow definition. If workflow can receive this event, the Object Id process
property is automatically set to the active row of the primary business record in the business object.
If the business component that actually triggered the runtime event is not the primary business
component, the active row of the business component is not reflected in the Object Id process
property, and needs to be retrieved through some extra processing.



Non-7.0 Flow Behavior
In non-7.0 Flows, that is, in long-running, interactive, and service workflow processes:

■ The Object Id must match the Row ID of the primary business component’s active row. The
Workflow engine will not allow the active row of the primary business component (BC) to be
different from the Object Id process property. If the Object Id process property is different from
the active row, the primary BC is re-executed to make the active row the same as the Object Id.

NOTE: If you want to change the active row in a step of a workflow, you may do so (using an
appropriate Business Service step or Siebel Operation step), but you must promptly update the
Object Id process property to the new active Row ID, in the output arguments of the step that
changes the active row.

Once a step completes and output arguments have been evaluated, Workflow checks to make
sure the Object Id matches the active row. So changes to the active row must be reflected in the
Object Id property within the affected step.

■ It is possible to change the active row by assigning a new Row Id to the Object Id parameter.
When Workflow detects that an assignment is made to the Object Id process property, Workflow
re-executes the BC and makes the new Row ID the active row.

■ You can set the Object Id to an empty string and Workflow will no longer enforce the must-match
rule. However, the parts of Workflow that require an Object Id (such as run-time events and
Siebel Operation steps) cannot be used until the Object Id is set to a new Row ID.

Process Properties Versus Property Sets
Siebel business services use a structure known as the property set to represent input and output
data for a method call. Property sets are hierarchical structures containing name/value pairs, known
as properties, at each level in the hierarchy. For a detailed description of property sets, see
Integration Platform Technologies: Siebel Enterprise Application Integration.

Siebel Business Process Designer provides capabilities to store property sets as process properties.
You can use process properties to pass property sets to and from business service steps. Such
process properties have a data type of hierarchy, integration object, or strongly typed integration
object and can be used as input and output arguments for any business service method arguments
that have a data type of hierarchy, integration object, or strongly typed integration object.

When you want to call a workflow as a business service, you can map the data contained in the input
and output property sets to and from process properties. This is useful when you want to run a
workflow within a script.

When a workflow process is started, any process properties of type string, number, or date with an
In/Out type of In or In/Out will be initialized to the input property with the same name, if one exists.
Any hierarchy process properties with an In/Out type of In or In/Out will be initialized with any child
input property sets that have a matching name (type). Any process properties with their Default
String set to "<Value>" will be initialized with the value in the Value field of the input property set.



When a workflow process completes, all process properties of type string, number, or date with an
In/Out type of In or In/Out will be stored as properties in the output property set. Any hierarchy
process properties with an In/Out type of In or In/Out will be stored as child property sets. If a
process property with the name <Value> is defined, its value will be stored in the Value field of the
output property set.

For more information, see “Passing Parameters to and from Workflow with the Workflow Process
Manager Business Service” on page 339.

Passing Property Sets by Reference
Subprocess methods tasked with modifying large amounts of data must copy large quantities of data
as input and output arguments. This can negatively impact the performance and scalability of these
method invocations. If you can avoid any unnecessary copying of data, you can achieve
improvements in performance and scalability.

Pass By Reference is a feature that allows you to avoid passing large property sets, by passing just
a pointer to the property sets. You can enable support of Pass By Reference for workflow processes
in subprocess steps; see “Enabling a Subprocess to Support Pass By Reference” on page 123.

Defining Process Properties
Process properties are the variable data you enter as you define workflow processes in the Process
Designer within Siebel Tools. You use the WF Process Props applet in the Object List Editor (OBLE).
You can define process properties step-by-step as you diagram a workflow process, or you can draw
the workflow process diagram and then later define properties for the steps that make up the
workflow process.

To define process properties
1 Depending on your situation, do one of the following:

■ If in the process of creating a new workflow process, begin from Step 10 on page 77.

■ If defining process properties for an existing workflow process, navigate to the Palette
Designer for the workflow process. From within an existing workflow process, having the
process selected in the OBLE’s Workflow Processes list applet, right-click and choose Edit
Workflow Process.

2 From the application menu, choose View > Windows > Multi Value Property Window.

3 In the Process Properties tab of the MVPW, right-click and choose New Record.

4 Enter a name for the process property.

NOTE: See “Naming Conventions for Workflow Processes, Steps, Branches, and Process Properties”
on page 77 for reserved symbols, such as the period (“.”) character, that cannot be used in a
process property name.



5 Select a data type code from the picklist. The default data type is String.

NOTE: The String data type code is appropriate for strings, text data, and non-XML data (even
though XML data can be stored here). String data in Siebel workflow processes is assumed to be
UTF-16 String encoded. Literal or Expression data types are always UTF-16 String.

The choices are:

■ String. If the property holds a character value.

■ Number. If the property holds a numeric value.

■ Date. If the property holds a date value.

■ Hierarchy. If the property holds hierarchical data (a property set).

■ Binary. If the property holds a binary value. Binary data is encoded in the original character
set it was entered in. This data type code is appropriate for self-describing data, such as XML.

■ Integration Object. If the property holds an integration object. The Siebel .srf should have
the integration object definition for this object.

■ Strongly Typed Integration Obj. If the property holds a strongly typed integration object.

Alias. If the property holds an XPath notation for pointing to a child in a hierarchical process
property.

NOTE: Once a data type has been selected, it cannot be modified.

6 Enter a default string value, date value, or number value, if applicable.

This is the value of the process property at the start of process execution.

7 Repeat Step 3 through Step 6 to define additional properties as necessary.

Concatenating Process Properties
You can use process property values in your expressions by concatenating workflow process
properties with other process properties or with text. For example, you want to concatenate these
process properties so that they appear as “Welcome to SupportWeb.”

■ ProcessProperty1= "Welcome"

■ ProcessProperty2= "to"

■ ProcessProperty3= "SupportWeb"

You must create a ProcessProperty4 = “Welcome to SupportWeb.”

To concatenate process properties
■ Define a Wait step with these values:

■ Output Argument = ProcessProperty4

■ Type = Expression



■ Value = [&ProcessProperty1]+' '+[&ProcessProperty2]+' '+[&ProcessProperty3]

The ampersand (“&”) indicates that this is a process property. The process property you
indicate can also be the name of a business component field. ProcessProperty1-3 can be of
many different types, such as string and date. Value, on the other hand, should be set to
String type.

Passing Process Properties In and Out of Steps
In non-7.0 Flows—that is, in long-running, interactive, and service workflow processes—when a
hierarchical process property is passed to a step in a workflow process, the Type field of the top-level
process property is overwritten by Workflow for the duration of the call to match the name of the
argument as specified by the input argument’s configuration.

For example:

MyTree is a process property with data type Hierarchy. MyBusSvc is a business service that has a
hierarchical input SomeTree. If the input argument is configured as shown in Figure 22, then the call
into MyBusSvc will receive a child in its input process property with Process Property Type field set
to “SomeTree” (instead of “MyTree”). The rest of the data in the child process property will be the
same as the contents of the process property MyTree.

Figure 22. Mutt Value Property Window of the input arguments tab for a business service

Similarly, Workflow will expect an output argument of a step in a workflow that passes out a
hierarchy to send it out as a child of the output property set. Workflow will locate the child by
examining the Type field of the child. The string in the Type field should match the Output Argument
name as specified in the output argument applet of the step. Once Workflow finds such a child, the
data is copied into the indicated destination process property. However, the Type field on the
incoming hierarchy will be discarded and instead the name of the process property will overwrite the
Type field.

To summarize, when passing hierarchies into and out of steps, the Type field of the top level of the
data is used as the name of the argument. So the Type field of the top level of a hierarchical
argument should not contain data.


For Developers: Workflow Process Steps ■ Field Descriptions for Defining Workflow
Process Steps

Field Descriptions for Defining Workflow
Process Steps
Information on field descriptions is organized as follows:

■ “Field Descriptions: Workflow Steps” on page 99

■ “Field Descriptions: Workflow Branches” on page 102

■ “Field Descriptions: Compose Condition Criteria Dialog Box” on page 105

■ “Field Descriptions: Input Arguments for Business Service Steps, Subprocess Steps, and Wait Steps”
on page 115

■ “Field Descriptions: Output Arguments for Business Service Steps, Subprocess Steps, and Siebel
Operation Steps” on page 116

■ “Field Descriptions: Step Recipients” on page 120

■ “Field Descriptions: Subprocess Steps” on page 121

■ “Field Descriptions: Search Specifications” on page 128

Field Descriptions: Workflow Steps
Table 9 describes the fields in which you enter data to define workflow process steps.

Table 9. Workflow Step Fields

Type of
Field Step Description Possible Value

Name All The name of the step. A descriptive name that is:

■ Consistent with your overall
naming strategy

■ Meaningful to the designer of
the process

■ Unique

NOTE: When you create a new step,
the step is automatically assigned a
name (based on its step type) and a
sequence number. You can change
this name or leave it as is.

Type All The type of step. This value is automatically entered
when you create the step in the
Process Designer view. This is a
read-only field.


Process Steps


Type of

Business Siebel Required. The business Choose from a list of business
Component operation component that will perform components that have been defined
step the action you specify. for the selected business object.

Business Business The name of the service to The picklist displays business
Service Name service step invoke. services existing in Siebel Tools with
the Hidden flag set to FALSE.

See “Enabling a Business Service for
Workflow Processes” on page 58 for
more information.

Business Business The name of the method to The picklist displays methods
Service service step invoke on the service. defined for the selected business
Method service.

Subprocess Subprocess The name of the subprocess A descriptive name that is:
Name step step.
naming strategy

■ Meaningful to the designer of
the process

Error Code Stop step A number associated with a Numeric value.
string in the database that
comprises the error
message.

Error Stop step A string in the database that Text string.
Message comprises the error
message.

User Interact User interact The name of the view for the Choose from a picklist containing
View step user interact step. predefined view names.

Operation Siebel The type of operation. Insert, Query, Update, NextRecord,
operation PrevRecord, QueryBiDirectional, or
step Delete.


Process Steps


Type of

Maximum Wait step The maximum number of When the maximum number of
Iterations times you can execute this iterations is reached, an Object
step within a process Manager error will be generated and
instance. the workflow process will return an
In Error status. If you want the
process to run to completion, you
need to use a Workflow exception
mechanism (such as an error
process or exception branch) to
catch and handle the error. For more
information, see “Using Exceptions to
Handle Errors” on page 163.

Service Hours Wait step The name of the schedule This value is selected from a picklist
used in calculating the wait of service calendars.
end time.

Description All A text narrative describing Free-form text.
the purpose of the step.

Update All This parameter is used for Check mark.
Snapshot recovery. Update Snapshot
indicates that when the
process reaches this step,
Workflow takes a snapshot
of the process state, so that
if there is a crash, you can
get the state back.

Processing Wait step The mode in which the (Optional)
Mode process will be run when
Local Synchronous. Executes the
triggered by run-time
process in the application object
events.
manager. This is the default.

Remote Synchronous. Submits a
synchronous request to the
Workflow Process Manager server
component to execute the process.

Remote Asynchronous. Submits
an asynchronous request to the
Workflow Process Manager server
component to execute the process.

Siebel Business Process Framework: Workflow Guide Version 8.0 10 1

Process Steps

Field Descriptions: Workflow Branches
NOTE: A branch can wait for multiple run-time events or a single user event. A branch cannot wait
for a mixture of run-time events and user events. Specify only one event for a branch. Only long-
running workflows can wait for user events. Never use run-time events in long-running workflows.

Table 10 describes the fields that can be defined for step branches (connectors).

Table 10. Workflow Branch Fields


Name The name of the branch. The name of the branch must be unique to the
workflow process or you will not be able to
commit the record.

Type The type of branch. The value can be one of the following choices:

Default. This value indicates that if nothing
else is satisfied, this branch will be followed.
Additionally, if this value is used, any conditions
defined for the branch are ignored.

Condition. This value indicates that a condition
is defined for the branch.

Connector. Use this value when there is no
condition branching involved.

Error Exception. Use this value to define
exception handling. This connector type
captures system errors, such as an error noting
that the Assignment Manager server
component is not available. For more
information, see “Using Exceptions to Handle
Errors” on page 163.

User Defined Exception. Use this value to
define exception handling. This connector type
captures user-defined errors, such as an error
noting that an order being submitted is
incomplete. For more information, see “Using
Exceptions to Handle Errors” on page 163.


Process Steps



Event Object This field is used when defining (Optional)
Type a run-time event. The type of
Application.
object to which the event
occurs: an application, an Applet.
applet, or a business
component. BusComp.

NOTE: Event Object must be
selected if Event Object Type
exists.

Event Object The name of the object (the Required if Event Object Type is specified. This
application, applet, or business is the name as defined in Tools. The set of
component) to which the event objects is different for different object types.
occurs.

Event The specific event that happens Required if Event Object Type is specified. The
to the object. set of available events is different for different
object types.

Sub Event An options parameter for the (Optional)
event, used when the object
For InvokeMethod, the name of the method
type is BusComp or Applet and
being invoked. For SetFieldValue, the name of
the event is InvokeMethod or
the field being set.
SetFieldValue. The subevent is
the name of the method or
business component field to be
monitored.

Event Cancel Aborts the run-time event after (Optional)
Flag executing the process.
This flag only applies to events that are
NOTE: If this flag is not cancelable. This flag functions like
checked, the error “The CancelOperation in scripting.
specialized method <Method
Name> is not supported on this
business component” will result
when running the workflow
process.

Expression User-friendly text for the Read-only
condition defined for the branch


Process Steps



Event Controls whether the workflow If the workflow process is persistent, the
Visibility process waits for run-time visibility can be set to Enterprise or Local.
events generated locally (that
If the workflow process is not persistent,
is, within the current session) or
visibility should be set to Local.
by any session.
NOTE: In most places where a workflow needs
to wait for an event, the workflow must be
persistent, you set the value to Enterprise.
However, setting Event Visibility to Enterprise
may have a negative performance impact,
because any run-time event will search for any
matching instance. Therefore, it is
recommended that if your workflows do not
need to be persistent, you should set the Event
Visibility to Local.

User Event An arbitrary string that denotes This can be any string and must be unique
Name the name of a user event. within the Siebel enterprise.

NOTE: Make sure to give the User Event Name
field a name that is unique and that is long
enough to remain unique across the Siebel
enterprise. Example: “Order Placed - Begin
Processing Event for Service Request
Automation - Version 2”

User Event The process property that This value can be any process property except
Storage serves as the destination for the the process property marked as the correlator.
payload on the incoming user
event.

User Event The amount of time, in days, Numeric value
Timeout before the event times out.
NOTE: If the user event is on a wait step, use
(Days)
this parameter. Do not specify a wait duration
on the wait step.

Comments Additional statements relative to Free-form text.
the branch.


Process Steps

Field Descriptions: Compose Condition Criteria Dialog
Box
You set condition criteria for branches, Decision Points, and User Interact steps using the Compose
Condition Criteria dialog box. Figure 23 shows an example of the Compose Condition Criteria dialog
box. This example shows the criteria for a decision branch in a workflow to be followed if the Severity
field from a Service Request matches the value "1-Critical".

Figure 23. Compose Condition Criteria Dialog Box


Process Steps

Table 11 describes the fields that you use to define criteria for condition connectors, in the Compose
Condition Criteria dialog box.

NOTE: The values you find listed in the Compose Condition Criteria dialog box are constrained by
the business object for your workflow process, which is specified at the process level. For more
information, see “Using Process Designer in Siebel Tools” on page 64 and “Field Descriptions: Workflow

Table 11. Compose Condition Criteria Fields


Compare To Indicates where the This is a required field, with the following choices:
comparison value is
■ Business Component
coming from.
■ Process Property

■ Expression

■ Applet

Operation Identifies the This Must Match. The current value must match exactly,
comparison including case.
operation.
One Must Match. One or more values must match exactly,
including case.

All Must Match. All of the values must match exactly,
including case.

None Can Match. None of the values can match exactly,
including case.

This Must Match (ignore case). The current value must
match without regard to case.

One Must Match (ignore case). One or more values must

All Must Match (ignore case). All of the values must

None Can Match (ignore case). None of the values can

Greater Than. Value must be greater than the comparison
value.

Less Than. Value must be less than the comparison value.

Between. Value must be between a range of values.

Not Between. Value cannot be between a range of values.

Is Null. Value must be null.

Is Not Null. Value cannot be null.


For Developers: Workflow Process Steps ■ About Start Steps

Table 11. Compose Condition Criteria Fields


Object The name of the This value is selected from a picklist of business objects.
associated business
object.

Field This is a required The name of the field within the named applet.
field when Applet is
the Compare To
value.

Values The Values field is dynamic based on the Compare To field.
The Values field is for storing data to be used in the
condition evaluation.

About Start Steps
Start steps identify the input conditions that must be met for a process to execute. For example, to
handle open service requests, you could define a start condition of “Status = Open.”

The main parts of defining Start steps for a workflow process are:

■ “Defining a Start Step” on page 107

■ See “Field Descriptions: Workflow Steps” on page 99 for descriptions of all step field values.

■ Define the start step branches, conditions, and values.

■ See “Field Descriptions: Workflow Branches” on page 102.

■ See “Field Descriptions: Compose Condition Criteria Dialog Box” on page 105.

■ See “About Conditions and Values” on page 108.

For more information on workflow process field descriptions, see “Field Descriptions: Workflow
Processes” on page 66 and “Field Descriptions: Process Properties for Workflows” on page 71.

Defining a Start Step
You define a Start step in the Process Designer in Siebel Tools.

To define a Start step
1 In the Workflow Processes OBLE in Siebel Tools, select the workflow process for which you would
like to define a Start step, or create a new workflow process.

2 Right-click and choose Edit Workflow Process.

3 Drag and drop a Start icon from the palette to the workspace.


For Developers: Workflow Process Steps ■ About Conditions and Values

4 In the Properties window, enter or modify the step name, and then enter a description of the
purpose of the Start step.

NOTE: If the Properties window is not showing, select the step icon, then right-click and select
View Properties Window.

5 See “Defining Next Step Branches for Start Steps” on page 108 for instructions on setting up
branches for the Start step.

Defining Next Step Branches for Start Steps
Start steps can have multiple Next Step branches. Use the following procedure to define each branch.

NOTE: In this release, Workflow processes do not support parallel processing. Make sure that you
define your conditions so that only one branch is valid. If an object matches the conditions in multiple
branches, the exact run-time behavior of the Workflow engine is not guaranteed.

To define a Next Step branch
1 In the Process Designer, drag and drop the appropriate step icon for the next step in the process.

NOTE: If you have already designed the entire workflow process, including connector arrows,
click the connector arrow attached to the Start step, then proceed to Step 4.

2 Drag and drop a connector arrow to the canvas, connecting the Start step with the new next step.

3 Click the connector arrow to access the attributes for the branch in the Properties window.

NOTE: If the Properties window is not showing, select the connector icon, then right-click and
select View Properties Window.

4 Enter or modify the branch name.

NOTE: The name of the branch must be unique to the workflow process or you will not be able
to commit the record.

5 Choose a branch type. Type values are described in Table 10 on page 102.

CAUTION: Always define a Default branch step in case some work items do not meet any of the
conditions you define.

6 Enter any comments.

About Conditions and Values
Conditions and values affect the flow of your process execution. For example, you can define a
condition based on the value of a priority field. If the priority is “high,” the process follows a branch
that sends an email to a vice president. If the priority is “medium,” the email is sent to an engineer.

Information on conditions and values is organized as follows:

■ “Building Expressions with Expression Builder” on page 109



■ “About Conditions and Values for Decision Points” on page 114

■ “About Conditions and Values for User Interact Next Step Branches” on page 133

Building Expressions with Expression Builder
This section describes “Compare To” options, operations, and patterns for building expressions.

Compare To Options
Compare To options, as well as their required and optional fields, are the following:

■ Applet. Compare the run-time value of an applet column to a literal(s). Required fields:

■ Operation. Comparison operation. All operations allowed.

■ Object. The name of the applet.

■ Field. The column in the applet.

■ Values. One or more literals for comparison.

■ Business Component. Compare the run-time value of a buscomp field to a literal(s). Required
fields:


■ Object. The name of the business component.

■ Field. The field in the business component.


■ Expression. Evaluate expressions and determine whether they return true.

Required fields:

■ Operation. Specifies how effects of multiple expressions stack. Only applicable when multiple
values are specified in the Values field. Operations allowed: All Must Match, None Can Match,
One Must Match, This Must Match, as well as the four Ignore Case variations of these
operations. See “Operations” on page 110 for further detail.

■ Values. One or more expressions.

Optional field:

■ Object. The name of a business component, if business component fields are referenced in
the expressions. Fields of at most one business component can be referenced in the
expressions.

■ Process Property. Compare the run-time value of a process property to a literal(s). Required
fields:


■ Object. The name of the process property.




Operations
This section describes the comparison operations available. All available operations can be grouped
into two categories, as follows:

■ simple comparison operations

■ iterative comparison operations

Simple Comparison Operations
Simple comparison operations involve comparisons that can be expressed in simple expressions
without the need for iterative operations. These operations include the following:

■ Between. The comparison succeeds if the run-time value of interest is between two pre-defined
literal values. This comparison requires exactly two values in the Values field, which is enforced
by the Process Designer.

■ Not Between. The comparison succeeds if the run-time value of interest is not between two pre-
defined literal values. This comparison requires exactly two values in the Values field, which is
enforced by the Process Designer.

■ Greater Than. The comparison succeeds if the run-time value of interest is greater than a pre-
defined literal value. Logically, only one value is needed in the Values field.

■ Less Than. The comparison succeeds if the run-time value of interest is less than a pre-defined
literal value. Logically, only one value is needed in the Values field.

■ Is Null. The comparison succeeds if the run-time value of interest is null/empty. No value is
required in the Values field.

■ Is Not Null. The comparison succeeds if the run-time value of interest is not null/empty. No
value is required in the Values field.

Iterative Comparison Operations
Iterative comparison operations involve comparisons that involve multiple iterations on the literal
values or expressions in the Values field, or iterations on child business component records, to derive
a Boolean result. These operations include All Must Match, This Must Match, None Can Match, One
Must Match, and their Ignore Case variations.

The iterative operation can be defined in two ways, resulting in different iterative behavior:

■ when multiple values are specified in Values field

■ when multiple child business component records exist in the current workset. A child
business component is a business component that is not the primary business component in
the current business object that the workflow is working on. A child business component is
involved in the comparison if the Compare To option is “Business Component” or
“Expression,” and the Object field is specified as the name of a child business component.
Multiple records may exist in the current workset for the child business component if multiple
records were returned when the child business component was last executed.



■ All Must Match

Multiple-value behavior. If the values involved are literal values (that is, if the Compare To
option is anything but “Expression”), this comparison succeeds if at least one value matches. If
the values involved are expressions (that is, if the Compare To option is “Expression”), this
comparison succeeds if all expressions are evaluated to true.

Multiple-child-buscomp-record behavior. All child business component records are used for
comparison and the overall comparison succeeds only if the comparison succeeds for every one
of the records.

The following example illustrates how this works, for the Workflow business object Account,
with the decision-branch configuration specified in the table below:

Compare To Operation Object Field Values

Business Component All Must Match Contact First Name John, Sam

In this configuration, all the Contact business component records in the current workset—
which is usually all the child Contact records for the particular Account record that the
workflow is working on—must have a first name of either John or Sam in order for the
comparison to succeed and for the decision branch to pass.

■ This Must Match

Multiple-value behavior. If the values involved are literal values, the comparison succeeds
when at least one value matches. If the values involved are expressions, the comparison
succeeds if at least one expression is evaluated to true.

Multiple-child-buscomp-record behavior. Only the current child business component record
is used for comparison and the overall comparison succeeds if the comparison succeeds for the
current record.

■ None Can Match

when none of the values matches. If the values involved are expressions, the comparison
succeeds when none of the expressions is evaluated to true.

the comparison and the overall comparison succeeds only if the comparison fails for every one
of the records.

■ One Must Match

when at least one value matches. If the values involved are expressions, the comparison
succeeds when at least one expression is evaluated to true. This is the same as This Must Match.

comparison and the overall comparison succeeds if the comparison succeeds for at least one of
the records.


For Developers: Workflow Process Steps ■ About Decision Points

■ All Must Match (Ignore Case)

Same as its corresponding counterparts except that string comparisons are case-insensitive.

■ This Must Match (Ignore Case)


■ None Can Match (Ignore Case)


■ One Must Match (Ignore Case)


Building Expressions
This section describes two common patterns in building expressions:

■ making references to process properties

■ making references to business component fields.

Referencing Process Properties
The syntax is [&PropName], where PropName is the name of the process property.

Example:

[&Object Id] like '99-28B1T'

Referencing Business Component Fields
The syntax is [FieldName], where FieldName is the name of the field. As mentioned above, the
business component itself is specified in the Object field of the Expression Builder.

Example, for the business component Contact:

[First Name] like 'John'

Example: Using Expressions for Comparison of Values
The example that follows shows how expressions can be used to compare the value of a process
property—Object Id—to that of a business component field: Contact.Account Id.

Compare To Operation Object Values

Expression This Must Match Contact [Account Id] like [&Object Id]

About Decision Points
Decision Points are a type of step that evaluate one or more defined conditions to determine the next
step of a process instance.


For Developers: Workflow Process Steps ■ About Decision Points

The main parts of creating Decision Points for a workflow process are:

■ “Defining a Decision Point” on page 113.

■ “Defining Decision Branches” on page 113.

■ Defining the conditions and values. See “About Conditions and Values for Decision Points” on
page 114.

Defining a Decision Point
You define a Decision Point in the Process Designer in Siebel Tools.

To define a Decision Point
like to define a Decision Point.


3 Drag and drop a Decision Point icon from the palette to the canvas.

purpose of the Decision point.

NOTE: If the Properties window is not showing, select the Decision Point icon, then right-click
and select View Properties Window.

Continue to “Defining Decision Branches” on page 113 to create the branches for the Decision Point.

Defining Decision Branches
If you connected the Decision Points to the next steps in the process with connector arrows, as
described in “Diagramming a Workflow Process” on page 90, branches are automatically created. If
this is the case, modify the branch fields as necessary and then go to “About Conditions and Values
for Decision Points” on page 114 for the procedure on defining conditions and values for each branch.

To define a Decision branch
1 Drag and drop a connector arrow to the canvas, connecting the Decision Point with the new next
step.

2 Click the connector arrow to access its branch properties in the Properties window.

NOTE: If the Properties window is not showing, select the connector icon, then right-click and

3 Enter or modify the branch name.



For Developers: Workflow Process Steps ■ About Business Service Steps

4 Choose a branch type. Type values are described in Table 10 on page 102.


5 Enter any comments.

6 Verify in the Process Designer that the Decision Point branch is connected with a connector arrow
to the appropriate next step.

The handles of the connector arrow will be red if they are correctly attached to the steps.

NOTE: Decision Points can have multiple Decision Point branches. Repeat Step 1 on page 113
through Step 6 for additional branches.

For more information, see “About Conditions and Values for Decision Points” on page 114.

About Conditions and Values for Decision Points
Conditions and values affect the flow of your process execution. Different actions may occur
depending on which path is followed. For example, you can define a condition based on the value of
a priority field, so that if the priority is equal to “high,” the process execution follows a branch leading
to an action that sends an email to a vice president. However, if the priority is equal to “medium,”
the email is sent to an engineer.

NOTE: A Decision Point evaluates a record’s business component value at the time the workflow
process is executed. If the workflow process is triggered by a workflow policy and multiple violations
of a policy condition occur within the Workflow Monitor Agent’s action interval, then at the time the
workflow process is executed, the Decision Point determines which branch to take based on the
current value of the business component field. If the Decision branch criterion is moved from the
workflow process level to the workflow policy level, then the policy generates unique events within
the defined action interval. In this way, the workflow process is triggered for all violations.

For more information, see “Building Expressions with Expression Builder” on page 109.

About Business Service Steps
Business services allow you to execute predefined or custom actions in a workflow process. Some
examples of predefined business services include:

■ Notifications. Notifications can be sent to employees or contacts using the Outbound
Communication Server business service.

■ Assignment. Assignment Manager can assign an object in a workflow process by calling the
Synchronous Assignment Manager Request business service.

■ Server tasks. You can run a server component task using the Asynchronous or Synchronous
Server Requests business service.

For a list of some of the most commonly-used predefined business services, see “Predefined Business
Services” on page 328.



You can use Siebel VB or Siebel eScript to define your own custom business services that you can
invoke from a workflow process.

CAUTION: Business services invoked from workflow processes cannot include browser scripts; they
only work with server scripts. A business service with browser scripts will fail if it is executed from
a workflow process on the Siebel Server.

You can define business services by navigating to Site Map > Administration - Business Service, or
by selecting the business service object in Siebel Tools. The methods and arguments you define in
your business service appear in the picklists in the Arguments list applets for the business service.

The main parts of creating Business Service steps for a workflow process are:

■ “Defining a Business Service Step” on page 118

■ “Defining Input Arguments for Business Service Steps” on page 119

■ “Defining Output Arguments for Business Service Steps” on page 119

You can also enable Business Service steps to support Pass By Reference. For information on the Pass
By Reference feature, see “Passing Property Sets by Reference” on page 96.

Field Descriptions: Input Arguments for Business
Service Steps, Subprocess Steps, and Wait Steps
Input arguments allow you to define values that you want to pass to a service method. Many methods
require input arguments. Table 12 describes the fields that can be defined for Business Service steps,
Subprocess steps, and Wait steps.

Table 12. Input Arguments Fields


Input For business service steps This field is required. The picklist displays input
Argument only: the name of the input arguments existing for the selected business
argument. service method.

A method argument appears in this picklist if it has
been defined as a business service method
argument, the Hidden flag is set to FALSE, and the
type is input or input/output.

Subprocess For subprocess steps only: This field is required.
Input the name of the input
argument.



Table 12. Input Arguments Fields


Type The type of argument. This is a required field. The picklist contains the
following choices:

■ Literal



■ Expression

Value A string value. For Literal and Expression type input arguments.
This could be a picklist, depending on the
argument selected. String values can only be a
maximum of 32,767 characters.

Property The name of the business For Process Property–type input arguments.
Name process property.

Business The name of a business For Business Component–type input arguments.
Component component within the
Name business object of the
business process.

Business The name of a field within For Business Component Field–type input
Component the business component. arguments.
Field

Changed Checkmark.

Field Descriptions: Output Arguments for Business
Service Steps, Subprocess Steps, and Siebel Operation
Steps
Output arguments are the result of a business service method. Output arguments should be stored
in process properties.



Table 13 describes the fields that can be defined for Business Service steps, Subprocess steps, and
Siebel Operation steps.

NOTE: Calculated fields are unavailable as values for input or output arguments. If you want to use
a calculated value, use an expression.

Table 13. Output Arguments Fields


Property The name of the Process This is a required field.
Name Property to store the results.
This is a picklist of properties that have been
defined for the process. For more information about
defining process properties, see “Defining Process
Properties” on page 96.

Type The type or argument. This is a required field. The picklist contains the
following choices:

■ Literal

■ Output Argument


■ Expression

Value A string value. For Literal or Expression arguments. Note that
string values can only be a maximum of 32,767
characters.

Output For business service steps For Output Arguments type.
Argument only: the name of the output
This is a picklist of output arguments for the
argument.
selected method. An argument appears in this
picklist if it has been defined as a business service
method argument, the Hidden flag is set to FALSE,
and the type is Output or Input/Output.

Subprocess For subprocess steps only: For Output Arguments type.
Output the name of the output
argument.



Table 13. Output Arguments Fields


Business The name of the business For Business Component type.
Component component within the
Name business object of the
business process.

Business The name of a field within For Business Component Field type.
Component the business component.
NOTE: Business component fields based on multi-
Field
value groups cannot be selected as values for input
or output arguments. If you want to use a field
based on a multi-value group, you need to define a
business component for the field and link it to the
appropriate business object. See Configuring Siebel
Business Applications for more information.

Defining a Business Service Step
You define a Business Service step in the Process Designer in Siebel Tools.

To define a Business Service step
like to define a Business Service step.


3 Drag and drop a Business Service step icon from the palette to the canvas.

purpose of the Business Service step.


5 In the Business Service Name field, select the name of the service to be invoked from the picklist.

The picklist contains the business services defined in Siebel Tools or the Siebel client.

See Integration Platform Technologies: Siebel Enterprise Application Integration for information
on creating customer-defined services.

6 In the Business Service Method field, select the method for invoking the service. The choices
available for this field depend on the service you select in Step 5.

7 If you need to define input arguments, continue to “Defining Input Arguments for Business Service
Steps.”

8 If you need to define output arguments, continue to “Defining Output Arguments for Business
Service Steps” on page 119.



Defining Input Arguments for Business Service Steps
You define input arguments in the Process Designer in Siebel Tools.

To define input arguments for a Business Service step
1 With the appropriate Business Service step selected in the Process Designer canvas, view the
step’s child items in the MVPW.

2 In the Input Arguments tab of the MVPW, right-click and choose New Record.

3 Complete the fields. For field descriptions, see “Field Descriptions: Input Arguments for Business
Service Steps, Subprocess Steps, and Wait Steps” on page 115.

Defining Output Arguments for Business Service Steps
Output arguments allow you to store a resulting value in a process property.

To define output arguments for a Business Service step
1 With the appropriate Business Service step selected in the Process Designer canvas, view the
step’s child items in the MVPW.

2 In the Output Arguments tab, right-click and choose New Record.

3 Complete the fields. For field descriptions, see “Field Descriptions: Output Arguments for Business
Service Steps, Subprocess Steps, and Siebel Operation Steps” on page 116.

NOTE: Business services, methods, and arguments all have Display Name and Hidden properties in
Siebel Tools. For a business service, method, or argument to be displayed on any picklist, the Hidden
flag for the object must be set to FALSE. For more information, see “Considering Business Objects and
Business Services When Planning Workflow Processes” on page 57.

Enabling the Pass By Reference Feature for Business
Services That Support It
The new _SupportsPassByRef_ user property is available for use on only a set list of Siebel business
services. You cannot add this user property to custom business services.

If, in a workflow process, you configure a Business Service step that is not marked for Pass By
Reference, the Workflow engine returns an error. In order for the Workflow engine to honor Pass By
Reference, the business service must have the Business Service User Prop setting to TRUE and the
Business Service step in the workflow must be marked for Pass By Reference.

CAUTION: Use of the Pass By Reference feature is not supported for any custom business services.

For more information on using the Pass By Reference feature, see “Enabling a Subprocess to Support
Pass By Reference” on page 123.


For Developers: Workflow Process Steps ■ About Subprocess Steps

About Subprocess Steps
A Subprocess step allows you to invoke a separate process within a process. A process definition can
have one or more Subprocess steps.

The main parts of creating a Subprocess step for a workflow process are:

■ “Defining a Subprocess Step” on page 122

■ “Defining Input Arguments for Subprocess Steps” on page 122

■ “Defining Output Arguments for Subprocess Steps” on page 123

■ “Defining Recipients for Subprocess Steps” on page 123

You can also enable Subprocess steps to support Pass By Reference. For information on the Pass By
Reference feature, see “Passing Property Sets by Reference” on page 96. To use Pass By Reference
with subprocesses, see “Enabling a Subprocess to Support Pass By Reference” on page 123.

Field Descriptions: Step Recipients
Table 14 describes the fields that can be defined for step recipients.

Table 14. Step Recipients Fields


Recipient The type of recipient. This value is fixed as “User” and cannot be
Type Code changed.

Value Type The source from which the recipient This field is a picklist with the following
Code value comes. values:

■ Name



■ Expression

Recipient The name of the recipient. This field Choose one name from the list of all users
Name is a pick applet which displays the available in the database.
first name, last name, and login
name of all users in the database.

NOTE: Complete this field if the
Value Type Code is set to Name.

Business The name of the business Choose one business component.
Component component.
Name
Value Type Code is set to Business
Component.



Table 14. Step Recipients Fields


Business The name of the business Choose one business component field.
Component component field.
Field
Value Type Code is set to Business
Component.

Process The name of the process property. Choose one process property.
Property
Name
Value Type Code is set to Process
Property.

Expression If the recipient value is derived from The expression from which the recipient
an expression, the expression is value is derived.
entered in this field.

Value Type Code is set to
Expression.

Field Descriptions: Subprocess Steps
Table 15 describes the fields in which you enter data to define Subprocess steps.

Table 15. Subprocess Step Fields


Step The name of the subprocess step. A descriptive name that is:

strategy

■ Meaningful to the process designer
Type The type of step. This value is automatically entered when
you create the step on the Process Designer
view. Read-only.

Description A text narrative describing the Free-form text.
purpose of the subprocess.

Subprocess The name of the process to run. This value is selected from a picklist of
defined workflow processes.

NOTE: In order for the subprocess to
appear in this picklist of defined workflow
processes, the subprocess must have a
status of Complete.



Table 15. Subprocess Step Fields


Created By The name of the person who creates This value is automatically entered based
the step. on the log in name of the user.

Created The date that the step is created. This value is automatically entered.

Defining a Subprocess Step
Before you define a Subprocess step, you must define the workflow process you will call with the
step.

To define a Subprocess step
1 In the Workflow Processes OBLE, verify that the workflow process that is to be called as a
subprocess is defined, or create it.

2 Select the workflow process to which you want to add a Subprocess step.

3 Right-click and select Edit Workflow Process.

4 Drag and drop a Subprocess icon from the palette to the canvas.

purpose of the Subprocess step.


6 In the Subprocess Name field, select the process that the Subprocess step will call.

7 If you need to define input arguments for this subprocess, continue to “Defining Input Arguments
for Subprocess Steps” on page 122. If you need to define output arguments for this subprocess,
continue to “Defining Output Arguments for Subprocess Steps” on page 123.
NOTE: Once a Subprocess step has been created within a workflow, to directly edit the
corresponding subprocess, you can double-click the Subprocess step icon to reach the design canvas
for that subprocess. You can also right-click the Subprocess step icon and select Edit Sub Process
from the context menu.

Defining Input Arguments for Subprocess Steps
Input arguments allow you to populate process properties in the subprocess. For example, if you
want to pass the Object Id from the main process to the subprocess, you would do this through input
arguments. If the subprocess is based on a different business object, you must pass the relevant row
ID of the target object as the subprocess Object Id Process Property.



For field descriptions, see “Field Descriptions: Input Arguments for Business Service Steps, Subprocess
Steps, and Wait Steps” on page 115.To define input arguments for a Subprocess step
1 With the appropriate Subprocess step selected in the Process Designer canvas, view the step’s
child items in the MVPW.

2 In the Input Arguments tab, right-click and choose New Record.

3 Complete the fields. For field descriptions, see “Field Descriptions: Input Arguments for Business
Service Steps, Subprocess Steps, and Wait Steps” on page 115.

NOTE: The Object Id passed to a subprocess should be null, not the parent’s Object Id, when
the subprocess will create a child object.

Defining Output Arguments for Subprocess Steps
Output arguments allow you to store a resulting value in a process property.

To define output arguments for a Subprocess step


3 Complete the fields. For field descriptions, see “Field Descriptions: Output Arguments for Business
Service Steps, Subprocess Steps, and Siebel Operation Steps” on page 116.

Defining Recipients for Subprocess Steps

2 In the Recipients tab, right-click and choose New Record.

3 Complete the fields. For field descriptions, see “Field Descriptions: Step Recipients” on page 120.

Enabling a Subprocess to Support Pass By Reference
You may find that in some instances, subprocess methods that you use must modify large amounts
of data. This requires them to copy large quantities of data, which negatively impacts performance
and scalability of these method invocations. In such cases, it makes sense to use the Pass By
Reference feature so that a pointer to the data is passed, but not the data itself.


For Developers: Workflow Process Steps ■ About Siebel Operation Steps

For example, you have added a Subprocess step to a workflow process. You want to pass a large
property set to this Sub Process step. This example workflow is shown in Figure 24. In this example,
you want to pass the property set that the workflow creates in the “Create Siebel Message” step to
the “11i Process Order” step.

Figure 24. Example Workflow for Which Pass By Reference with a Subprocess Would Be Useful

When you configure a subprocess to support Pass By Reference, you are free from the need to map
the output argument in the subprocess step for the hierarchical properties that you are passing in.
The subprocess overwrites the passed input hierarchical argument. Optionally, you can have the
subprocess modify the passed input hierarchical argument.

To enable a subprocess to support Pass By Reference
1 In the Workflow Processes list, select the workflow process that is your subprocess.

2 In the Properties window, set the Workflow Process attribute Pass By Ref Hierarchy Argument to
TRUE.

In the Worfklow Process List list, the Pass by Ref Hierarchy property is now checked for the child
workflow.

About Siebel Operation Steps
Siebel Operation steps include operations such as Insert, Update, or Query. These steps are
performed on business components.

After you define a Siebel Operation step, you can use the Multi Value Property Window to define any
field values for the step. For the Update step, you can use the Search Spec Input Arguments tab on
the MVPW to define which records you want to update.

Information about Siebel Operation steps is organized as follows:

■ “Defining a Siebel Operation Step” on page 125.

■ “Defining Fields for a Siebel Operation Step” on page 126

■ “Defining Siebel Operation Search Specifications” on page 126

■ “Defining Siebel Operation Step Output Arguments” on page 127

■ “Field Descriptions: Search Specifications” on page 128

■ “Updating a Field Based on a Multi-Value Group” on page 129



Defining a Siebel Operation Step
NOTE: After executing an Insert step, the Siebel Operation Object Id process property automatically
stores the row ID of the record that was created.

You can define Siebel Operation steps for any business component associated with the business
object selected for the process. If you want to update a business component not associated with the
business object, you can either invoke a subprocess or associate the business component to the
business object using Siebel Tools.

All fields are available for update and insert except fields based on multi-value groups and calculated
fields. If you want to update a field based on a multi-value group, you can define a business
component for the field and link the business component to the object using Siebel Tools. An example
is an update to an Account Team. Account Team is based on a multi-value group, so it cannot be
updated by selecting the Account business component. However, you can create a business
component called “Account Team” and then associate it with the Account business object using Siebel
Tools. You could then select Account Team as the business component to update with the Siebel
Operation step.

To define a Siebel Operation step
1 Select the appropriate workflow process in the Workflow Processes OBLE.


3 Drag and drop the Siebel Operation Step icon from the palette to the canvas.

4 In the Properties window, enter a name for the step, and a description of the purpose of the step.


5 In the Operation field, select the type of operation. The available choices are:

■ Insert

■ Update
■ Delete
■ Query

■ NextRecord

■ PrevRecord

■ QueryBiDirectional

NOTE: Verify that updates or inserts of fields that have dependencies are valid fields. For
example, if you have a service request process and your process is updating the area and sub-
area fields, you will need to make sure that the values selected for the subarea field are valid for
that associated area.

6 In the Business Component field, select the name of the business component.

7 If you need to define fields for this Siebel operation, continue to “Defining Fields for a Siebel
Operation Step” on page 126.



8 If you need to define search specifications for this Siebel operation, continue to “Defining Siebel
Operation Search Specifications” on page 126.

9 If you need to define output arguments for this Siebel operation, continue to “Defining Siebel
Operation Step Output Arguments” on page 127.

Defining Fields for a Siebel Operation Step
NOTE: If the Siebel Operation step will perform an Insert operation, make sure that all required
fields have been added to the Siebel Operation step. System fields and predefaulted fields are
automatically populated.

To define fields for a Siebel Operation step
1 With the appropriate Siebel Operation step selected in the Process Designer, view the step’s child
properties in the MVPW.

2 In the Field Input Arguments tab, right-click and choose New Record.

3 In the Field Name field, select the name of the field to be updated.

4 In the Type field, choose an input argument type. The choices available are:

■ Literal



■ Expression

5 If the field type selected is Literal, enter a value.

6 If the field type selected is Process Property, select a property name.

7 If the field type selected is Business Component, select the applicable business component name
and business component field.

8 If the field type selected is Expression, enter the expression in the value field.
9 In the Comments field, enter any appropriate comments.

Defining Siebel Operation Search Specifications
You can define search specifications to identify the specific data on which to perform the operation.
Search specifications are used when the business component has multiple records and you want to
perform the operation on only some of the records. For example, if you have a process for the
Account object and you want to update only those Opportunities with a lead quality of Poor, you
would define search specifications to access only those Opportunities.



To define Siebel operation search specifications

2 In the Search Spec Input Arguments tab, right-click and choose New Record.

3 In the Type field, select a search specification type. The choices available are:

■ Literal

■ Expression.

A literal search specification type is a static string where the runtime value is the same as the
one defined in the Process Designer whereas an expression search specification type is a Siebel
expression (often based on other runtime variables) where the runtime value can only be
determined at runtime by evaluating the expression.
4 In the Search Specification field, enter search specifications.

CAUTION: Define your Siebel operation search specification as efficiently as possible, so that
only the smallest necessary set of rows will match. Search specifications that select a large set
of rows could cause severe performance degradation.

5 If the search specification type is Expression, select the applicable business component name.

NOTE: A search specification of type Literal is executed as written. For example, [Status] LIKE
‘*Open*’. A search specification of type Expression allows you to construct a search specification
dynamically. For example, “[Contact ID] = ‘ ” + [&New ID] + “ ‘ ” will be evaluated to [Contact ID]
= ‘1 - ABC’ if the New ID process property is 1 - ABC at run time.

Both sides of an expression can reference business component fields. The Filter Business Component
defines the business component referenced on the left hand side, and the Expression Business
Component defines the business component referenced on the right hand side. For example, in the
following configuration:

Filter Business Component = Account
Expression Business Component = Contact
Expression = "[Id] = [Account Id]"

The expression evaluates as follows:

“[Account.Id] = [Contact.Account Id]”

Defining Siebel Operation Step Output Arguments
Output arguments allow you to store a resulting value in a process property. This value can then be
passed to other processes.

To define output arguments for a Siebel Operation step




3 In the Property Name field, select the property name from the picklist.

4 In the Type field, choose an output argument type. The choices available are:

■ Literal

■ Output Argument

■ Expression


5 If the output argument type you chose is

■ Literal, then enter a value.

■ Output Argument, then enter the argument.

■ Business Component, then select the applicable business component name and business
component field.


Field Descriptions: Search Specifications
Table 16 describes the fields that can be defined for Siebel operation search specifications.

Table 16. Search Specification Fields

Field Description

Expression Business If you entered Expression in the Type field, enter the name of the
Component business component that will evaluate the expression.

For example, in the Search Specification field, you can enter:

"[Due Date] < '" + [Order Date] + "'"

The Expression business component evaluates Order Date so that the
search specification becomes:

[Due Date] < '07/04/2001 18:51:26'

Filter Business Component Enter the name of the business component that will provide the group
of records on which you will perform your search.

Search Specification If you entered Literal in the Type field, enter a literal value in the form
of an expression. For example, “= 100”.

If you entered Expression in the Type field, enter an expression such
as [Status] LIKE ‘*Open*’. The expression will be evaluated by the
Expression business component you specify.

Type Required. Choose the type of value on which to base your search:
Literal or Expression.



Table 16. Search Specification Fields

Field Description

Comments Enter a text description of the purpose of the search.

Changed Checkmark indicates a changed search specification.

Updating a Field Based on a Multi-Value Group
Calculated fields cannot be updated using Siebel Operation steps because typically they require
values from other business component fields. Use expressions to perform calculations.

The Object Id for the process is automatically passed to Siebel Operation steps. Because this
automatic passing occurs, you do not need to enter a search specification value unless you are
updating child records. For example, if you have a process based on the service request object and
you want to update the service request, you do not need to enter a search specification. However, if
you want to update activities for the service request, you may want to enter a search specification
to query the specific activity that you want to update. Otherwise, the update step updates all
activities for the service request.

The Object Id cannot be null if you are executing a Siebel operation, unless you are inserting into
the primary Object Id. If the process has no Object Id, the Siebel Operation step returns an error.

When performing a query operation for child records, the Siebel Operation Object Id process property
field will return the row ID if one record matches, a “*” if multiple records match, and Null/no value
if no records match.

NOTE: The only ability provided is to return a row ID of a matching row.

The Insert/Update operation updates the Siebel Operation Object Id process property field of the
record’s row ID.

NOTE: The Workflow Policy programs and Siebel Operation steps use different object layers to
update data. For example, you may have a Workflow Policy that calls a Workflow Policy Program to
update a Service Request Record. This method goes through the Data Layer in which State Model
does not apply.

Conversely, if you have a Workflow Policy that calls a Workflow Process Action and in the Workflow
Process, you have defined a Siebel Operation step to update a Service Request Record, this method
goes through the Object Layer in which the State Model does apply.

Traversing a Record Set
This document describes the Next Record and Previous Record features of Siebel Operation step and
the design and run-time enhancements needed to implement this.

Using the Next Record and Previous Record features of the Siebel Operation step, you can navigate
through the records of a child business component of the business object associated with the
workflow.


For Developers: Workflow Process Steps ■ About Wait Steps

In this release, new operations—Next Record, Previous Record, and QueryBiDirectional—have been
added to the Siebel Operation step in the Process Designer in addition to the original actions (Update,
Query, and Insert). The Siebel Operation - Next Record operation changes the active row of the
target business component to the next record in the current workset. The Siebel Operation - Previous
Record operation changes the active row to the previous record. You must perform a query on a
target business component before using subsequent Next/Previous Record operations. If the
workflow is traversing active records or if your workflow uses the PreviousRecord operation, query
bidirectionally. Otherwise, use the standard Siebel query operation.

NOTE: These new actions cannot be used to navigate through the primary business component
records.

You can use the Next Record and Previous Record operations to loop through all the records of a child
business component. An output argument called “NoMoreRecords” has been added to the Siebel
Operation business service, and is set to TRUE when there are no more records to navigate—either
in the forward direction for Next Record or in the backward direction for Previous Record.

This output argument can be assigned to a process property, and in conjunction with a Decision Point,
can be used to exit the loop after navigating through all the records. To support this output
argument, the Process Designer now shows an Output Argument column in the output arguments
tab for the Siebel Operation step. In addition, an output argument called NumAffRows (Number of
Affected Rows) exists for Query and Update operations. In the case of Query, this output argument
gives the number of rows returned as a result of the query. In the case of Update, this output
argument indicates the number of rows updated.

About Wait Steps
Wait steps allow you to suspend process execution for a specific period of time or until a specific
event occurs. Workflow administrators can specify to pause a process instance in units of seconds,
minutes, hours, or days. In addition, administrators can specify a service calendar to account for
business hours and days when waiting a specified duration.

If a workflow process includes a Wait step, by default it is persisted.

For information on how to create a Wait step for a workflow process are, see “Defining a Wait Step”
on page 130.

Defining a Wait Step
You can define a Wait step to pause a process instance.

To define a Wait step

3 Drag and drop the Wait step icon from the palette to the canvas.


For Developers: Workflow Process Steps ■ About User Interact Steps



5 With the Wait step icon selected in the canvas, view the step’s child properties in the MVPW.

6 In the Input Arguments tab, enter input arguments. See “To define input arguments for a Wait
step” on page 131.

NOTE: For durations greater than 60 seconds, specify minutes or a greater unit of measure so
that business component data is refreshed. Workflow is resumed from Workflow Process Manager
when units of minutes or higher are specified. Wait steps with durations measured in anything
other than seconds are automatically persisted.

To define input arguments for a Wait step
1 In the Input Arguments tab of the MVPW, right-click and choose New Record.

2 In the Property Name field, select the property name from the picklist.

3 In the Type field, select an input argument type from the picklist. The choices available are:

■ Literal

■ Input Argument

■ Expression


4 If the input argument type you chose is


■ Input Argument, then enter the argument.

component field.


About User Interact Steps
The User Interact step allows application designers to design and configure the flow of Siebel views
within an application. Siebel Workflow guides end users through a specified flow of Siebel views
based on the end users’ actions, or executes a specified set of actions. This flow can be modified as
business rules change.

The User Interact step has the following behaviors:

■ The User Interact step brings up the required view. The User Interact step runs in the user
session. It sends a request to the Siebel Web Engine to build the view.

NOTE: Only one view can be built at a time. You cannot combine a User Interact step with
another action, such as bringing up a message box or building another view simultaneously. You
also cannot combine a UserInteract step with the invocation of a task.



■ The User Interact step waits for a run-time event to resume processing. It waits in the memory
of the user session. In cases where there is no run-time event defined, the workflow process will
continue to the end.

■ If, after a User Interact step, the end user manually navigates out of the view, the workflow
process remains in the memory of the user session. The process is deleted when the user session
is terminated or when another workflow process is instantiated in the same user session.
NOTE: Workflows running in the Workflow Process Manager server component should not contain
User Interact steps. That is, if the workflow is running in background mode or in batch mode, it
cannot include User Interact steps. If the Workflow Process Manager encounters a User Interact step,
an error will result.

The User Interact step has been enhanced to take process properties as input arguments. In this
way, you can dynamically set view names as you design your interactive workflow processes. The
view name property is set in the View field (an unbounded picklist) of the User Interact step.

For more information on User Interact steps, see the following sections:

■ “Defining a User Interact Step” on page 132

■ “Defining User Interact Next Step Branches” on page 133

Defining a User Interact Step
You define a User Interact step in the Process Designer in Siebel Tools.

To define a User Interact step


3 Drag and drop the User Interact step icon from the palette to the canvas.
4 With the User Interact step selected, view the step’s properties in the Properties window.



6 From the picklist in the User Interact View field, select the view name to which you would like to
navigate the user. Only views associated with the business object will be available in the picklist.

7 In the Description field, enter a description of the purpose of the User Interact step.

NOTE: The User Interact step is only supported if the process is invoked through a script or run-time
event and the process is run locally in the application object manager.



Defining User Interact Next Step Branches
User Interact steps can have multiple Next Step branches. Use the following procedure to define each
branch.

NOTE: In this release, Workflow processes do not support parallel processing. Make sure that you
define your conditions so that only one branch is valid. If an object matches the conditions in multiple
branches, it will try to take all branches one at a time in a random order until the first End step is
reached.

To define a Next Step branch
1 From the Process Designer palette, drag and drop the appropriate step icon for the next step in
the process to the canvas.

NOTE: If you have already designed the entire workflow process, including connector arrows,
click the connector arrow attached to the User Interact step, then proceed to step 4.

2 Drag and drop a connector arrow to the canvas, connecting the User Interact step with the new
next step.

3 With the connector selected in the canvas, view the Properties window for the branch.

NOTE: If the Properties window is not showing, select the branch icon, then right-click and select

4 In the Name field, enter or modify the branch name.


5 In the Type field, select a branch type. Type values are described in Table 10 on page 102.


6 In the Comments field, enter comments, if applicable.

About Conditions and Values for User Interact Next Step
Branches
Conditions and values affect the flow of your process execution. Different actions may occur
depending on which path is followed. For example, you can define a condition based on the value of
a priority field, so that if the priority is equal to High, the process execution follows a branch leading
to an action that sends an email to a vice president. However, if the priority is equal to Medium, the
email is sent to an engineer.

For more information, see “Building Expressions with Expression Builder” on page 109.


For Developers: Workflow Process Steps ■ About Task Steps

Creating Substitute View Names with Process
Properties
You can associate view names with process properties so that they can be set dynamically at run
time. You do this by assigning a view name to the run-time value of a process property.

To associate a view name with a process property to set view names dynamically at
run time
■ In the Interact Navigate View field of a User Interact step, type the following string:

■ [&ProcessPropertyName]

The Workflow engine recognizes this string and assigns the view name at run time.

About Task Steps
A Task step is similar to a Subprocess step in that it represents a container for a further set of steps
below the level of the steps of its own workflow. Task steps launch tasks from within a workflow
process.

NOTE: A workflow process that launches a task must be a long-running workflow; its Mode must be
set to Long Running Flow.

Once a workflow calls a task, the task is visible in the end user’s Inbox. Until the end user completes
the task, the workflow is in a waiting state. Once the task is complete, the workflow moves to its
next step, continuing its execution.

The main parts of creating a Task step for a workflow process are:

■ Defining the Task step’s input arguments, including associating the Task step with a task flow.

NOTE: In order to create the definition for a Task step in a workflow process, you must already
have created the relevant task flow in the Task Editor. For information on creating tasks, see
Siebel Business Process Framework: Task UI Guide.

■ Defining the Task step’s output arguments.

■ Assigning a recipient for the task.

Once you have created a Task step in the Process Designer and you have associated the Task step
with a task flow, you can open the Task Editor by double-clicking the task step on the Process
Designer canvas.

Defining a Task Step
You define a Task step in the Process Designer in Siebel Tools.

To define a Task step
1 In Siebel Tools, in the Object Explorer, click the Workflow Process object.



2 In the OBLE, select the workflow process to which the new Task step will be added.

NOTE: If the status of the workflow process is Completed or Not In Use, click the Revise button
in the WF/Task Editor toolbar.

3 Right-click on the workflow process, and from the context menu, choose Edit Workflow Process
to open it in the Process Designer.

The Palette and Property windows are launched along with the Process Designer, and the
workflow is opened in an editable mode.

NOTE: If the Palette does not show, you can launch it by selecting View > Windows > Palette in
the Tools menu. If the Properties window does not show, you can launch it by selecting View >
Windows > Properties Window from the Tools menu.

4 From the Palette, drag and drop the Task step icon to the canvas at the appropriate spot within
the workflow.

5 Using connectors, join the newly added Task step to other steps in the workflow process.

6 Select the Task step on the canvas.

7 In the Properties window, which shows the properties of the Task step selected, change the name
of the Task step to a name of your choice.

The default name assigned is “Task” + <integer>.

8 In the Task Name field, use the picklist to select a task flow to associate with the Task step added
to the workflow.

9 (Optional) Using the Properties window, enter comments and a description for the Task step.

10 In the Properties window, make sure the Inactive property is set to FALSE.

To define Task Step input arguments
1 In the Multi Value Property Window, select the Input Arguments tab.
2 Add input arguments to the Task step.

a In the Input Arguments tab, right-click and select New Record.

b From the dropdown picklist of the Task Input field, pick the name of a property to use as an input
argument.
c Complete the fields for the new property record.

Sequence

Type

Value
Property Name



Business
Component Name

Business
Component Field

3 Add additional input arguments as necessary, repeating Step 2.

For more information, see details on the Task Step IO Arguments child object in Siebel Business
Process Framework: Task UI Guide.

To define Task Step output arguments
1 In the Multi Value Property Window, select the Output Arguments tab.

2 Add output arguments to the Task step.

a In the Output Arguments tab, right-click and select New Record.

b From the dropdown picklist of the Property Name field, pick the name of a property to use as an
output argument.
c Complete the fields for the new property record.

Sequence

Type

Value

Task Output

Business
Component Name

Business
Component Field

3 Add additional output arguments as necessary, repeating Step 2.

For more information, see details on the Task Step IO Arguments child object in Siebel Business
Process Framework: Task UI Guide.

To assign a recipient to the Task step
1 In the Multi Value Property Window, select the Recipients tab.

2 Add recipients to the Task step.
a In the Recipients tab, right-click and select New Record.


For Developers: Workflow Process Steps ■ About Stop Steps

b Complete the fields for the new recipient record.

Name

Recipient Type Code

Value Type Code

Recipient Name

Business Component Name

Business Component Field

Process Property Name

Expression

Business Object

Module

3 Add additional recipients as necessary, repeating Step 2.

About Stop Steps
Stop steps are used to raise an error to the user and terminate the workflow process instance.

The main parts of creating a Stop step for a workflow process are:

■ Define a Stop step. See “Defining a Stop Step” on page 138.

■ Define input arguments for the Stop step. See “Defining Stop Step Input Arguments” on page 138.

Table 17 describes how the Stop step is handled, depending on how it is called and in which object
manager it is running.

Table 17. How Workflow Process Manager Handles Stop Steps

Stop Step Conditions Results

Workflow policy calls a Workflow Process Manager:
process that contains a
■ Exits
Stop step.
■ Writes an error message to the
log file.


For Developers: Workflow Process Steps ■ About Stop Steps

Table 17. How Workflow Process Manager Handles Stop Steps

Stop Step Conditions Results

A script or run-time event ■ Process is running in the Workflow Process Manager:
calls a process that Workflow Process Manager
■ Writes an error message to the
contains a Stop step. object manager.
log file.

■ Process is running in the Workflow Process Manager:
application object manager.
■ Flags an error message to the
user.

Defining a Stop Step
It is recommended that the Stop step be used only in workflow processes invoked from a script.

To define a Stop step


3 Drag and drop the Stop step icon from the palette to the workspace.

4 In Properties window, enter a name for the step, and a description of the purpose of the step.


5 In the Error Code field, select an error code.

NOTE: To define a custom error message, select an error code starting with WF_ERR_CUSTOM.
The error message displayed will be %1. To define the text of the custom error message, enter
an input parameter with the name %1, and then enter the text of the message in the value field
for input arguments.

6 In the Error Message field, enter an error message.

7 If you need to define input arguments for this step, continue to “Defining Stop Step Input
Arguments” on page 138.

Defining Stop Step Input Arguments
NOTE: No picklist is available for Input Argument Name. The input arguments for a Stop step are
the substitution variables in the error message. Substitution variables are identified by a “%”. To
define the substitution value, enter the substitution variable in the input argument name, such as
“%1”.


For Developers: Workflow Process Steps ■ About End Steps

To define input arguments for a Stop step
1 In the canvas, select the Stop step and view its child properties in the MVPW.

2 In the Input Arguments tab, right-click and choose New Record.

3 Enter a name for the input argument.

This should be the substitution variable appearing in the error message.

4 Choose an input argument type. The choices available are:

■ Literal


■ Expression


5 If the input argument type selected is Literal, enter a value.

6 If the input argument type is Process Property, select a property name and a property data type.

7 If the input argument type is Business Component, select the applicable business component
name and business component field.

8 If the input argument type is Expression, enter the expression in the value field.


About End Steps
An End step specifies when a process instance is finished. It also provides one last chance to store
output arguments to a process property. Each workflow process definition must have at least one
End step.

For more information, see “Defining an End Step” on page 139.

NOTE: An important difference between the Stop step and the End step is that the Stop step sets
the workflow state to In Error while the End step sets the workflow state to Completed. This is
important to keep in mind when calling a workflow process using Workflow Monitor Agent. If the
WorkMon parameter Ignore Errors is set to False, a workflow process that encounters a Stop step
will cause the WorkMon to exit with error. If the workflow process encounters an End step, WorkMon
will not exit with error.

Defining an End Step
You define an End step in the Process Designer in Siebel Tools.

To define an End step



For Developers: Workflow Process Steps ■ About End Steps

3 Drag and drop the End step icon from the palette to the canvas.

4 With the End step icon selected, view the step’s properties in the Properties window.



6 See “To define output arguments for an End step” on page 140 to enter output arguments.

Output arguments allow you to store a resulting value in a process property. This value can then
be passed to other processes.

To define output arguments for an End step
1 Select the End step and view its child properties in the MVPW.


3 Select the property name from the picklist.

4 Choose an output argument type. The choices available are:

■ Literal

■ Expression


■ Output Argument

5 If the output argument type selected:


■ Expression, then enter the expression in the Value field.

component field.

■ Output Argument, then enter the argument.



7 For Developers: Understanding
How Workflow Processes Are
Designed

This chapter describes the ways in which workflow processes operate. This chapter is divided as
follows:

■ “About Workflow Modes” on page 141

■ “Building Long-Running Workflow Processes” on page 145

■ “Building Interactive Workflow Processes” on page 146

■ “Using Workflow Persistence” on page 154

■ “Handling Events” on page 155

■ “Workflow and Global Implementations” on page 159

■ “Handling Errors” on page 161

■ “Recovering Workflow Processes” on page 164

■ “Invoking Workflow Processes” on page 165

About Workflow Modes
Siebel Business Process Designer has four processing-mode types that characterize run-time
behavior. A workflow process’s mode is set using the Workflow Mode field in Siebel Tools, in the
Workflow Processes list editor (and in its Properties window). The workflow modes are as follows:

■ 7.0 Flow. The 7.0 workflow process provides backward compatibility for existing Siebel 7 (pre-
7.7) workflows. If you have existing workflows and you upgrade to Siebel 7.7, these existing
workflows become 7.0 workflows by default. Upgrading pre-7.7 workflows to Siebel 8 follows the
same rule, because pre-7.7 workflows must first be upgraded to 7.7 workflows before the
upgrade to Siebel 8. For more information on the 7.0 Flow mode, see “About 7.0 Workflow

■ Long Running Flow. The long-running workflow process is a persistent workflow that can last
for hours, days, or months. For more information, see “About Long-Running Workflow Processes”
on page 143.

■ Interactive Flow. The interactive workflow process navigates the user across Siebel views and
runs in the user session. For more information, see “About Interactive Workflow Processes” on
page 144.


For Developers: Understanding How Workflow Processes Are Designed ■ About
Workflow Modes

■ Service Flow. The service workflow process executes a set of operations. A service workflow
completes a unit of work from start to finish. For more information, see “About Service Workflow

NOTE: Existing pre-7.7 workflow processes are set to a workflow mode of 7.0 Flow by default. All
new workflows (that is, all workflows not existing in a release prior to 7.7) should be categorized as
long-running, interactive, or service flows. Newly created workflows are automatically set to the
Service Flow type.

Workflow Mode for Workflows that Involve Both a Wait Step and a
User Interact Step
Any workflow process that includes User Interact steps is an interactive workflow and should have
its mode set to Interactive Flow. Such a flow can contain Wait steps, as long as they are there to
wait for an event, or do not wait at all (for example, dummy Wait steps used for assigning process
property values).

A workflow process with a Wait step is a long-running workflow (Long Running Flow) only when the
Wait step waits for a period of time, after which the workflow must be resumed from the Workflow
Process Manager. In other cases, for example, if the Wait step waits for a run-time event in the same
user session, the flow is not a long-running workflow. This type of workflow could contain User
Interact steps, which would make it an interactive workflow.

Workflow Mode for Workflows that Involve Subprocess Steps
A main process can call multiple subprocesses, but the modes of the main process and its
subprocesses must be consistent. Table 18 shows the allowed pairings of main process and
subprocess mode types.

While subprocesses of Service main processes must be service workflows, and subprocesses of 7.0
main processes must be 7.0 workflows, the subprocesses of interactive and long-running workflows
can have modes which differ from those of their parent processes.

Table 18. Modes Allowed for Pairings of Main Process with Subprocess

Main Process Workflow Mode Subprocess Workflow Mode

Service Flow Service Flow

7.0 Flow 7.0 Flow

Interactive Flow Service Flow

Interactive Flow

Long Running Flow Service Flow

Interactive Flow

Long Running Flow


Workflow Modes

About 7.0 Workflow Processes
The 7.0 Flow workflow process mode provides backward compatibility for existing Siebel 7 (pre-7.7)
workflows. If you have existing pre-7.7 workflows and you upgrade to Siebel 7.7, these existing
workflows become 7.0 workflows by default. You should categorize all new workflows as service,
interactive, or long-running.

NOTE: If no Workflow Mode is specified for a workflow process, the mode is assumed to be 7.0 Flow.
It is strongly recommended that you not use the 7.0 Flow mode for new workflow processes you
create. As you create new workflow processes, make sure to specify a Workflow Mode (other than
7.0 Flow) so that 7.0 Flow is not assumed as the default mode. In Siebel version 8.0, when you create
a new workflow process, the Workflow Mode defaults to Service Flow.

About Long-Running Workflow Processes
A long-running workflow process is a persistent workflow that can last for hours, days, or months.
One example of a long-running workflow is Send Order to SAP. In this example, the workflow sends
an order to an external system and waits for a response.

You can use the Long Running Flow mode to create a single workflow to handle an entire business
process transaction (for example, the Quote to Cash business process), and to coordinate between
multiple subprocesses.

You can build long-running workflow processes that are collaborative, by assigning subprocesses to
end users. You do this by employing the Workflow User Event business service, which generates user
events that can span from one user or session to another user or session. For more information, see
“About the Workflow User Event Business Service” on page 157.

NOTE: You cannot build User Interact steps into long-running workflows, but you can build
interactive workflows into long-running workflows as subprocesses. Additionally, you cannot simulate
long-running workflows using the Process Simulator in Siebel Tools.

For more information, see:

■ “Building Long-Running Workflow Processes” on page 145

■ “Assigning Subprocesses to End Users to Create Collaborative Long-Running Workflows” on
page 145


Workflow Modes

About Interactive Workflow Processes
An interactive workflow is used for controlling user navigation between screens and across views. An
interactive workflow is comprised primarily of a set of User Interact steps, and usually includes a
run-time event.

NOTE: An interactive workflow can run only in the context of a user session; it cannot run in the
Workflow Process Manager server component, or in other server components that do not have a UI
context, such as Business Integration Manager. To be run in the context of a user session means the
workflow must run within an Application Object Manager that has UI context—such as Siebel Call
Center, Siebel Service, Siebel eSales, or Siebel eService. These applications can support view
navigation, view display, and so on. This is necessary for interactive workflows because they perform
view display through the User Interact step and they require interaction with the user for clicking
buttons and hyperlinks.

Interactive workflow processes can be controlled through the use of a synthetic event attached to
explicit user interface buttons. A synthetic event is a specialized run-time event that is dedicated to
controlling workflow navigation.

Examples of synthetic events include Suspend, Resume, Next, and Back. Associated with buttons on
the user interface, these synthetic events are interpreted by the Workflow engine to control workflow
navigation by moving the user back or forward, and by suspending or resuming a workflow process.

For more information, see:

■ “Building Interactive Workflow Processes” on page 146

■ “Creating Synthetic Event Buttons to Control User Navigation” on page 147

■ “About Suspension and Resumption of Interactive Workflow Processes” on page 151

❏ “In-memory Cache of Suspended Interactive Workflows” on page 153

❏ “Events Handling of Suspended Interactive Workflows” on page 153

❏ “Detection and Handling of the User Logout Event for Suspended Interactive Workflows” on
page 153

■ “About Forward and Backward Navigation between Views” on page 153

About Service Workflow Processes
A service workflow process is a transient workflow. That is, it runs to completion in a short period of
time, all at once without stopping or pausing for any other event or activity. A service workflow is
the lowest common denominator of the workflow process mode types, in that it has no special
behavior associated with it and it can be part of any type of workflow process other than a v7.0 flow
as a subprocess. This mode of workflow process simply executes a set of operations upon invocation
of an event.

NOTE: A service workflow process cannot wait—not for run-time events, and not by pausing for
time. A service workflow process cannot have User Interact steps or Wait steps. The Process Designer
does not allow you to build User Interact steps or Wait steps into a service workflow process; you
cannot drag and drop these step types onto the design canvas if the workflow’s mode is Service Flow.


For Developers: Understanding How Workflow Processes Are Designed ■ Building
Long-Running Workflow Processes

One example of a service workflow is a workflow for sending an email.

Building Long-Running Workflow
Processes
A long-running workflow process is a persistent workflow that can last for hours, days, or months.
An example of a long-running workflow process is an approval process that sends an order to an
external system such as SAP, and then waits for a response. For more information, see “About Long-
Running Workflow Processes” on page 143.

NOTE: When building long-running workflow processes, use user events and not run-time events to
trigger processes and resume instances.

For more information on the use of long-running workflow processes, see:

■ “Assigning Subprocesses to End Users to Create Collaborative Long-Running Workflows” on page 145

■ “Configuring Long-Running Workflows to Invoke Tasks” on page 146

Assigning Subprocesses to End Users to Create
Collaborative Long-Running Workflows
Using the Subprocess step, you can configure workflows that assign interactive subprocess
workflows to end users to create collaborative workflow processes. An example of a collaborative
workflow is one that includes a requirement for approvals; the route the workflow takes as it moves
through its activities is a route across multiple users.

Use the Recipients fields on a Subprocess step to create collaborative workflows. Assignment occurs
based on the login name, not on the Position or User ID. This login name may be a literal value, it
may be held in a process property or a buscomp field, or it may be the result of an expression.

NOTE: The Process Designer cannot validate the data supplied to make sure that it represents a valid
login name at design time.

To assign subprocesses to end users
1 Create a Subprocess step.

2 With the step selected in the Process Designer canvas, view the step’s child items in the MVPW.

3 In the Recipients tab, set the Recipient Name field to the login name of the assignee (the end
user who will be assigned the subprocess).


Interactive Workflow Processes

Configuring Long-Running Workflows to Invoke Tasks
You can use a long-running workflow to assign a task to a user, then create an inbox item for the
task and push it to the user's Inbox. The user can then click on the inbox item to create a new
instance of the task and run it. For example, in an Expense Report Approval long-running workflow,
after the employee submits an expense report, a new task called Review Expense Report is to be
created and assigned to the employee's manager. Because this case is a one-to-one assignment, the
assignment can be made simply by looking up the manager's ID from the user's business component.
After the manager's ID has been retrieved, a new item is created in the manager's Inbox that refers
to the Review Expense Report task.

Example: Use a long-running workflow to assign a task to a user and execute it
1 In the long-running workflow, at the point where a task needs to be called, determine the ID of
the user to whom the new task instance is to be assigned.

This logic is dependent on your business requirements, and it can be implemented either as a
Siebel operation (in cases for which the ID is already present in a business component), or as a
business service call.

When the assignment logic implies application of assignment rules, a business service interface
to Siebel Assignment Manager can be used. The input to the service is variable, depending on
the context that is needed for the assignment. The output, however, is always simply the ID of
the user to whom the task is to be assigned.

2 Define a task step that creates a new item in the Inbox of the user that the task has been
assigned to (specified as the input argument Owner Id).

Adding Task Steps to Workflows
When you add a Task step to a workflow process, the workflow will create a new UI task and assign
it to a user.

To add a Task step within an existing workflow process, the workflow should be opened with the
Process Designer in edit mode. That is, the status of the workflow should be In Progress. If not, the
workflow process should be revised so that an editable In Progress copy is created.

For details on how to configure Task steps, see “Defining a Task Step” on page 134.

Building Interactive Workflow Processes
When you are building interactive workflow processes, do the following:

■ Set the mode of interactive workflows to Interactive Flow.

■ Set the Auto Persist flag for interactive flows that need to be persisted.

■ Configure business components and applets by adding buttons to applets to make use of the
synthetic events that control user navigation of workflow processes. See “Creating Synthetic
Event Buttons to Control User Navigation” on page 147.

This topic is organized as follows:



■ “Creating Synthetic Event Buttons to Control User Navigation” on page 147

■ “About Suspension and Resumption of Interactive Workflow Processes” on page 151

■ “In-memory Cache of Suspended Interactive Workflows” on page 153

■ “Events Handling of Suspended Interactive Workflows” on page 153

■ “Detection and Handling of the User Logout Event for Suspended Interactive Workflows” on
page 153

■ “About Forward and Backward Navigation between Views” on page 153

Creating Synthetic Event Buttons to Control User
Navigation
A synthetic event is a specialized run-time event that is dedicated to controlling workflow navigation.
To control the way a user navigates through the Siebel application, you can create buttons on applets
within views and then associate synthetic events with the buttons. For example, in the Account Note
view of the Siebel application you are configuring, there is an Account Entry Applet on which you
want to include buttons for Back, Next, and SaveWorkflow synthetic events so that the user can move
forward or backward from the Account Note view, or suspend an interactive workflow process, and
then return later to resume the workflow.

After you have created the buttons, you associate methods within the interactive workflow process—
for example, with Back and Next synthetic events, you associate methods to outgoing branches on
the User Interact step. You set the synthetic event method name in the MethodInvoked field of the
button controls.

The name of the synthetic event method depends on the synthetic event, taking one of the following
formats:

■ FrameEventMethodWFNext and EventMethodWFNext. This event moves the user forward
in the interactive workflow.

NOTE: You can also give the method name a prefix of “BF,” as in “FrameEventMethodWFBFxxxx.”
Use this optional “BF” prefix to define backward and forward behavior of the synthetic event. A
synthetic event with this prefix can be used to resume a workflow process from a step that is
different from the current step at which the workflow process is waiting.

■ FrameEventMethodWFBack and EventMethodWFBack. This event moves the user backward
in the interactive workflow.

■ SaveWorkflow. This event suspends (saves) the interactive workflow and makes it appear in
the user’s Inbox.

■ ResumeLastIntFlow. This event resumes the last executed interactive workflow.

NOTE: ResumeLastIntFlow is different from the other events in that it is not tied to any specific
workflow process and can be invoked from anywhere in the Siebel application. That is, the button
corresponding to this event can be put in any applet, including the task bar where the Site Map
icon is located (the recommended place for this button).




■ “To create synthetic event buttons for Next and Back events” on page 148

■ “To create synthetic event buttons for the SaveWorkflow event” on page 148

■ “To create synthetic event buttons for the ResumeLastIntFlow event” on page 150

To create synthetic event buttons for Next and Back events
1 In Siebel Tools, select a view to which a User Interact step navigates the user.

2 Configure a Next button or a Back button on an applet where the event is to be triggered. For
more information, see Using Siebel Tools.

3 Specify the MethodInvoked property of the button control as the name of the associated event,
for example, FrameEventMethodWFBack for backward navigation.

4 In the Process Designer, associate the applet type run-time event, for example,
FrameEventMethodWFBack, to the outgoing branches of the User Interact step in the workflow
process that will receive the event. Assign the event the following properties:

■ Event Type = Applet

■ Event Obj = AppletName

■ Event = InvokeMethod

■ Sub Event = [method name, for example, FrameEventMethodWFBack]

NOTE: You do not have to manually create buttons for each applet. You can copy any button you
have created to other applets by using the Applet Comparison capability in Siebel Tools. Also, if you
add the applet button controls to the HTML Model Controls applet, when you create new applets with
the New Applet Wizard or the conversion process, you can then select all the Workflow-related
method buttons.

To create synthetic event buttons for the SaveWorkflow event

2 Configure a Save button on an applet where the event is to be triggered. For more information,
see Using Siebel Tools.

SaveWorkflow.

4 Use the script that follows to invoke the Workflow event handler to handle the button-click event,
and passes the Workflow event handler the event’s contextual information, that is, the name of
the view where the event occurs.

NOTE: The event does not need to be defined in the workflow process definition.

function WebApplet_InvokeMethod (MethodName)

{

return (ContinueOperation);

}



function WebApplet_PreCanInvokeMethod (MethodName, &CanInvoke)

{

// Recognize SaveWorkflow event, which is

// used to save Interactive flow

if (MethodName == "SaveWorkflow")

{

CanInvoke = "TRUE";

return (CancelOperation);

}


}

function WebApplet_PreInvokeMethod (MethodName)

{

// Handle SaveWorkflow event.

// Call Workflow Process Manager to save the interactive

// flow(s) that is waiting in the current view.

if (MethodName == "SaveWorkflow")

{

var Inputs= TheApplication().NewPropertySet();

var Outputs = TheApplication().NewPropertySet();

// Event name ("SaveWorkflow"), view name, and the rowId

// of the active row of the underlying buscomp are

// three required parameters for handling the event

Inputs.SetProperty("Event Name", MethodName);

var viewName= TheApplication().ActiveViewName();

Inputs.SetProperty("Sub Event", viewName);



var bc = BusComp ();

var bcId = bc.GetFieldValue ("Id");

Inputs.SetProperty("RowId", bcId);

var workflowSvc= TheApplication().GetService("Workflow Process Manager");

workflowSvc.InvokeMethod("_HandleSpecialEvent", Inputs, Outputs);


}


}

To create synthetic event buttons for the ResumeLastIntFlow event

2 Configure a Resume button on an applet where the event is to be triggered. For more
information, see Using Siebel Tools.

ResumeLastIntFlow.

4 Use the script that follows to invoke the Workflow event handler to handle the button-click event,
and passes the Workflow event handler the event’s contextual information, that is, the name of
the view where the event occurs.

NOTE: The event does not need to be defined in the workflow process definition.

function WebApplet_InvokeMethod (MethodName)

{


}

function WebApplet_PreCanInvokeMethod (MethodName, &CanInvoke)

{



if (MethodName == "ResumeLastIntFlow")

{

CanInvoke = "TRUE";


}


}

function WebApplet_PreInvokeMethod (MethodName)

{

// Call Workflow Process Manager to resume the last-executed interactive flow

if (MethodName == "ResumeLastIntFlow")

{

var Inputs= TheApplication().NewPropertySet();

var Outputs = TheApplication().NewPropertySet();

var workflowSvc= TheApplication().GetService("Workflow Process Manager");

workflowSvc.InvokeMethod("_ResumeLastInteractFlow", Inputs, Outputs);


}


About Suspension and Resumption of Interactive
Workflow Processes
Interactive workflow processes that have been suspended can be resumed from within the user’s
Inbox. The user can navigate out of an interactive process, then navigate back to the process and
pick up where the user left off.



Suspension and resumption of interactive workflow processes can be used in a situation such as the
following: a transaction involving the user (an insurance agent) cannot be completed because of
missing information, such as a spouse’s social security number required for the entry of an insurance
policy quote. In this example, when the insurance agent has been able to obtain the social security
number after suspending the interactive workflow process, she can resume the process from within
her Inbox and enter the number to complete the entry of the quote. Once the process is complete,
the Workflow engine removes the interactive workflow process from her Inbox.

Suspended interactive workflows are placed in the workflow owner’s Inbox for tracking and explicit
resumption.

A suspended interactive workflow is placed in the Inbox under the following two conditions:

■ When the workflow is explicitly suspended through use of the Suspend button (this is called
explicit suspension).

■ When a suspended workflow must be removed from the in-memory cache (such as when the user
logs out), and if the suspended workflow has its Auto Persist flag checked. (The time period
during which a user leaves the view the workflow took the user to, and during which the workflow
instance is placed in the in-memory cache, is called implicit suspension.)

An interactive workflow is suspended under the following two conditions:

■ When the workflow is explicitly suspended through use of the Suspend button (known as explicit
suspension). The suspended workflow is persisted to the database and placed in the Inbox
immediately.

■ When a user leaves a view (known as implicit suspension). The suspended workflow is put in the
in-memory cache. The suspended workflow is persisted to the database and placed in the Inbox
when it must be removed from the in-memory cache (such as when the cache is full or when the
user logs out), and if it has its Auto Persist flag checked.

A suspended interactive workflow in the Inbox is removed from the Inbox:

■ When the workflow has run to its end and terminates.

Suspending a Workflow Versus Persisting a Workflow
There is a difference between suspending a workflow and persisting a workflow. When a workflow is
suspended, it can be persisted, but only when its Auto Persist flag is set to TRUE.

For example, with implicit suspension, if a user leaves a view the workflow took the user to, the
workflow instance is saved in the in-memory cache. In this case, no Inbox item is generated yet.
When the user logs out, Inbox items are generated for any workflows in the cache that have the Auto
Persist flag set to TRUE. So the Inbox items are visible only when the user logs out and then logs
back in.



In-memory Cache of Suspended Interactive Workflows
Users often navigate out of structured interactive workflows because the workflows have been set
up in this manner to address the specific needs of your business. When this happens, the interactive
workflows remain in memory so that they can be resumed later in the same user session. As it is
uncommon for users to have a large number of unfinished tasks at hand, there can be a maximum
of eight suspended interactive workflow instances in the memory cache.

This eight-instance limit applies to an individual user session. The limit is eight instances total of all
interactive workflows initiated from within the user session, not eight instances per interactive
workflow. This eight-instance limit is not configurable.

The user session is one connection on the Application Object Manager component, regardless of
whether this thread is logged as a single user. When the eight-instance limit is reached, new
interactive workflows are not prevented from running. Instead, if the user initiates another
interactive workflow after eight instances are already cached in memory, and this ninth instance
must be saved to the cache, then the oldest instance is either pushed into the database (if its Auto
Persist flag is set) or dropped, as the memory cache has reached its limit.

Events Handling of Suspended Interactive Workflows
Workflow handles events in the following sequence:

1 Checking of the in-memory cache to see if any workflow instances there can receive these
events, using the matching criteria specified by the events.

2 Checking of the database to see if any persisted workflows can receive these events.

3 Resumption of all instances found in Step 1 and Step 2.

Detection and Handling of the User Logout Event for Suspended
Interactive Workflows
Upon receiving the user logout event, the Workflow engine goes through suspended interactive
workflows in the in-memory cache. Workflows with the Auto Persist flag checked are saved as Inbox
items. Other workflows are deleted.

About Forward and Backward Navigation between
Views
You can use synthetic events to define an interactive workflow process so that when the user clicks
the Next and Back buttons, the user is taken to the next and previous views in the sequence without
losing the context of the process instance.

NOTE: Use synthetic events to allow the user to navigate backward through views. Run-time events
allow forward navigation, but not backward navigation.

Workflows can navigate back and forth if the following conditions are met:

■ The workflow being resumed is either an interactive workflow process or a 7.0 workflow process.


For Developers: Understanding How Workflow Processes Are Designed ■ Using
Workflow Persistence

■ The triggering event is a workflow navigation event, that is, an event with a name such as
InvokeMethod, and a sub-event with a name such as FrameEventMethodWFBFxxxx or
EventMethodWFBFxxxx, where “xxxx” is the name of the event, such as Next.

NOTE: Free-flow (backward-forward) navigation is possible with interactive workflow processes and
7.0 workflow processes. Free-flow navigation is not possible with service workflows and long-running
workflows. When considering whether to allow backward navigation in your workflow process, be
aware of the following:

1. The backward navigation feature does not undo the effect of the workflow process; it only modifies
the current step counter to point to a previous step.

2. The workflow configuration must make sure that the segment of the workflow that can be repeated
by the backward navigation feature is idempotent.

For more information, see “Creating Synthetic Event Buttons to Control User Navigation” on page 147.

Using Workflow Persistence
Workflow persistence is a feature used to store the state of a workflow process instance and its steps,
as well as its process properties. The workflow process state and process properties are saved in the
S_WFA_INSTANCE and S_WFA_INST_PROP tables.

By using workflow persistence to store the state of a workflow process, you can build end-to-end
workflows which include Wait steps, subprocesses, and other interruptions, and which maintain the
active state of a process over short or long periods of time, with activity occurring in various parts
of your enterprise. When persistence is set to TRUE, a user can continue with a workflow process
that has been suspended. The suspended workflow appears in the user’s Inbox.

For more information, see “About Workflow Persistence” on page 154.

About Workflow Persistence
Workflow persistence is an attribute of a workflow process that supports long-lived transactions
within a single workflow process. Workflow persistence allows process resumption after a pause or
a server crash. Workflow persistence saves and restores data when the process is resumed.

For example, with persistence set on an interactive workflow, an end user of the workflow can set
aside his work and take a break. If the workflow persistence parameter times out, the workflow will
be in the user’s Inbox ready for resumption when the user returns.

The workflow persistence setting applies to long-running workflow processes, interactive workflow
processes, and 7.0 workflow processes. You cannot use workflow persistence with service workflow
processes. The persistence property is a YES/NO setting. For long-running workflows, persistence is
automatically set by the server at execution time. For interactive workflows, you set the persistence
property using the Auto Persist flag in the Workflow Processes list editor of Siebel Tools.

Persistence behaves as follows:

■ Long-running workflows are automatically persisted


For Developers: Understanding How Workflow Processes Are Designed ■ Handling
Events

■ Interactive workflows are persisted on suspension, if the Auto Persist flag is set

■ You control workflow persistence by setting the Auto Persist flag. When a session times out
or a user logs out of a Web session, workflow processes with the Auto Persist flag set to YES
are persisted and can be resumed from the Universal Inbox.

■ 7.0 workflows with persistence set are marked as Auto-Persist and are persisted

NOTE: In the previous release, workflow persistence was used for monitoring workflow processes,
and it was controlled by adjusting two settings that could apply to individual steps of a workflow:
frequency and level. In this release, process monitoring is separate from workflow persistence, and
persistence does not need to be set for long-running processes, because for long-running processes
it is set by default. For 7.0 workflow processes that had persistence set, the Auto Persist flag is
automatically set to TRUE (YES) during upgrade and import.

For more information on workflow persistence, see “Enabling Workflow Persistence” on page 155.

Enabling Workflow Persistence
For long-running workflow processes, persistence occurs by default. For interactive workflow
processes, you set the Auto Persist flag in the Process Designer within Siebel Tools.

To set workflow persistence for interactive workflow processes
1 In Siebel Tools, from the Object Explorer applet, select the Workflow Process object.

2 In the Workflow Processes OBLE, select the process you want to work with.

3 In the Auto Persist field, choose YES using the drop-down picklist.

NOTE: Persisted workflow processes are automatically purged once they complete running.

Handling Events
Information on events handling is organized as follows:

■ “Using Run-Time Events” on page 155

■ “Using User Events” on page 156

Using Run-Time Events
Run-time events allow the Siebel application to respond in real time to user actions. Run-time events
can be specified in the branches for Start, Wait, or User Interact steps to start or resume a workflow
process. The fields of the WF Step Branch properties that are used to define a run-time event are
described in “Field Descriptions: Workflow Branches” on page 102 and are the following:

■ Event Object Type

■ Event Object


Events

■ Event

■ Sub Event

■ Event Cancel Flag

Run-time events can be used for workflows that run within a user session. For workflows that span
across multiple users—long-running workflows—use user events instead. For more information, see
“Using User Events” on page 156.

NOTE: Run-time events should not be used to trigger long-running workflows because a run-time
event is specifically attached to a single user and a single session. A run-time event is only for that
single user, as it stems from Personalization functionality. Instead use an interactive workflow or a
service workflow to handle the run-time event, then after processing it and validating it, generate a
user event to notify a long-running workflow.

For further information on run-time events, see Siebel Personalization Administration Guide.

Run-time Events and User Interact Steps
The following events are not supported with the User Interact step:

■ The DisplayRecord event.

■ The DisplayApplet event.

■ The SetFieldValue event for a field that has the Immediate Post Changes property set to TRUE.

■ The Login event. Use the WebSessionStart event instead.

Choosing Between Using Run-Time Events and Using Workflow
Policies
In cases when it is necessary to detect database events, use workflow policies, not run-time events,
for defining integrations that occur on data change or write. For example, when using the UI, use
run-time events to trigger a workflow process. When using the Siebel EAI Adapter, which performs
numerous WriteRecord events, use workflow policies.

Using User Events
While run-time events act on workflow processes from within the application object manager, user
events are events internal to Siebel Workflow. User events initiate and resume long-running workflow
processes in the Workflow Process Manager server component (WFProcMgr).

NOTE: User events can be used only in long-running workflow processes.

While run-time events can be used in workflows that run within a single user session, user events
are for use in long-running workflows that span multiple users. A user event can be used to trigger
a workflow process (when it is attached to a Start step), or to resume a waiting workflow instance
(when it is attached to any step that can receive input arguments). A user event can also bring data
into a workflow instance, in the form of the user event’s payload, which can contain user data.

User events require use of the Workflow User Event business service to communicate with the
Workflow Process Manager.


Events

More information on user events is provided in the following topics:

■ “About the Workflow User Event Business Service” on page 157

■ “Generating User Events with the User Event Business Service” on page 158

■ “Configuring Long-Running Workflow Processes to Wait for User Events” on page 159

About the Workflow User Event Business Service
User events can be generated anywhere in the Siebel enterprise (wherever a Siebel business service
is used) by calling the Workflow User Event business service. The Workflow User Event business
service is used for one-way communication from the run-time client to the Workflow Process Manager
server component. In order to trigger a long-running flow to be run in WFProcMgr, you need to send
a notification. The Workflow User Event business service sends this notification in the form of a user
event.

Arguments
The following arguments define a Workflow User Event business service:

■ User Event Name. The name of a user event is an agreement between the creator (an external
entity) and the recipient (the workflow definition). It has no special significance, except that the
incoming event name and the workflow instance definition must specify exactly the same user
event name in order to successfully communicate with each other. User event names must be
unique. It is best to logically name user events after the business purpose they serve (for
example, "Event Transferring Send Order Confirmation from Vitira To Siebel - V2").

■ Correlation. Used to match an incoming message with a workflow instance using business data
such as an order number. Correlation is the process of matching an incoming message with a
workflow instance using business data such as an order ID. In this release, correlation applies to
user events reaching long-running workflows. It is often the case that Siebel Workflow
communicates with an external entity and the external entity is unaware that it is in contact with
a Siebel workflow. In such cases, it is difficult for the external entity to use a Siebel identifier
(like the workflow process instance Id) to identify the recipient. It is more convenient to use a
piece of business data (such as an order number) to identify the recipient. The correlator serves
this purpose. A long-running workflow can specify a process property as a correlator.

NOTE: Only one process property can be used as a correlator.

■ Payload. When the user event is created, the user can specify any data as payload. This data is
delivered to the workflow instance that receives the event. When the workflow is defined to wait
for a user event, the definition can specify a process property to receive this payload data. The
payload is a single value—only one payload can be passed.

NOTE: If your situation calls for sending complex or structured data, you should convert the data
into an XML document (using the XML converter) and then pass the resulting XML string as the
payload of the event. The receiving workflow can then call the XML converter again to recover
the original data structure.


Events

Generating User Events with the User Event Business
Service
User events are Workflow-internal events used to resume long-running workflow processes from the
Workflow Process Manager. To create a user event, you invoke the Workflow User Event business
service, specifying the payload and the correlator.

NOTE: Long-running workflow processes should use only user events, not run-time events.

The Workflow User Event business service is a standard Siebel business service that can be used
everywhere a Siebel business service can be used. You invoke the Workflow User Event business
service by configuring a business service step that calls it.

A common case is when a foreground workflow (that is, a 7.0 workflow, an interactive workflow, or
a service workflow) can initiate a user event (by using a business service step configured to call the
Workflow User Events business service) to communicate to a background workflow (that is, a long-
running workflow). User events can be created by all supported Siebel mechanisms to invoke a
business service (such as scripting, COM interfaces, and Java interfaces). This is the recommended
way to externally communicate with a Siebel workflow.

NOTE: While any type of workflow process (or business service) can generate user events, only long-
running workflow processes should be configured to receive user events.

NOTE: The following procedure outlines one of several ways of invoking the User Event business
service to generate user events. The User Event business service is a standard Siebel business
service and can be invoked by all supported mechanisms, such as scripting, COM interfaces, and Java
interfaces.

To invoke the User Event business service for generating a user event
1 Add a Business Service step to a workflow process.

2 Set the step properties as follows:
■ Business Service Name = Workflow User Event Service

■ Business Service Method = GenerateEvent

3 Create a new input argument for the step.

4 In the Input Argument field, choose Payload from the picklist and fill in the fields as appropriate.

5 Repeat Step 3 to create an input argument by choosing Correlator Value from the picklist.

6 Repeat Step 3 to create an input argument by choosing User Event Name from the picklist.


For Developers: Understanding How Workflow Processes Are Designed ■ Workflow
and Global Implementations

Configuring Long-Running Workflow Processes to Wait
for User Events
When using user events in your workflow processes, keep in mind that only long-running workflows
can wait for user events. All other types of workflows cannot wait for user events, though they can
generate user events. Long-running workflows should be configured with user events only, not run-
time events.

To configure a long-running workflow definition to wait for a user event
1 Select the workflow process that you are setting to wait for the user event.

2 In the MVPW, set one of the workflow’s process properties as the correlator by setting its
Correlator Flag to TRUE.

3 On the branch of the step that handles the event (a Start step or a Wait step), enter parameters
to complete the following fields:

■ User Event = [the name of the workflow you selected for the Value field in Step 6 on
page 158]

■ User Event Timeout = [the timeout period for the user event]

User Event Timeout works in a similar way as the timeout setting for run-time events.
Workflows are resumed after the timeout period if no user event is received during the
timeout period.

■ User Event Storage = [the name of the process property that will hold the payload passed in
from the user event]

NOTE: User events are not queued. If no recipient is waiting to accept the user event with the
specified correlator, the event is discarded.

Workflow and Global Implementations
Information on global implementation of Workflow is provided as follows:

■ “Configuring Workflows in a Multilingual Environment” on page 159

■ “Defining Expressions for Workflows Running in a Multilingual Environment” on page 160

■ “Wait Steps and Global Time Calculations in Workflow” on page 160

Configuring Workflows in a Multilingual Environment
In order to create workflows in a language other than the base language, you need to make sure
that your database is enabled for multilingual lists of values (that is, you make sure it is MLOV-
enabled) for the non-base language type. For example, if you are modifying workflows using
language=FRA and the base language=ENU, then you need to make sure that List of Values entries
exist for the FRA language type.


For Developers: Understanding How Workflow Processes Are Designed ■ Workflow
and Global Implementations

To verify that List of Values entries exist for the appropriate language type
1 From the application-level menu of the run-time client, choose Navigate > Site Map >
Administration - Data > List of Values.

2 Run the following query: Type = "WF_*".

3 Enable the database for multilingual lists of values by running the MLOV upgrade utility. For
information on running the MLOV upgrade utility, see Configuring Siebel Business Applications.

4 In the List of Values applet, make sure the Active flag is set.

NOTE: Workflow definitions cannot reference literal values in dynamic picklists in global
implementations. Literal values are language dependent. Workflows referencing literal values
become language dependent as well and cannot be run in a global implementation.

For more information on global deployments, see Siebel Global Deployment Guide.

Defining Expressions for Workflows Running in a
Multilingual Environment
Workflows use the Display value to fetch records from tables. In a multilingual deployment, the data
in the tables is stored in language-independent code (LIC). To run workflows in a multilingual
environment, use the LookupValue function to fetch the LIC based on the Display value.

Example 1: You have a Decision Point that compares Account Status to "Active". The Account Status
field is bounded by the Account Status picklist. You can set the Compare To field to "Expression", and
set the Expression field to:

[Account Status] = LookupValue ("ACCOUNT_STATUS", "Active")

Example 2: You have a Business Service step that calls the Outbound Communications Manager to
send emails to "Expense Approver". The Recipient Group argument is bounded by the Comm
Recipient Group picklist. You can set the Type field to "Expression", and set the Value field to:

LookupValue ("COMM_RECIP_SRC", "Comm Employee")

For more information on globalization, see Siebel Global Deployment Guide. For more information on
configuring Siebel Workflow to use MLOV-enabled fields, see Configuring Siebel Business
Applications.

Wait Steps and Global Time Calculations in Workflow
An absolute wait is a wait period governed solely by the duration specified. For example, an absolute
wait set for 30 minutes waits 30 minutes from the time the wait is initiated by a Wait step. A service
calendar wait, on the other hand, is not absolute. For example, a service calendar wait could be set
to begin at 6 P.M., but if the service hours for the organization are 9 A.M. to 6 P.M., the wait will not
initiate until 9 the next morning. So it will run from 9 to 9:30 instead of 6 to 6:30.


Errors

When creating workflows with Wait steps, keep in mind that in this release, absolute waits are not
affected by any time-zone settings, including server and user time-zone preferences. The database
server should always use UTC. For more information, see Siebel Global Deployment Guide.

For a wait that is not absolute—that is, the workflow involves service calendar integration—the Wait
step requires a time zone for delay computations. In this case, the current user’s time zone is used.

NOTE: When a workflow process is executing as a server task, you must shut down and restart the
Workflow Process Manager after making any changes to the Time Zone user preference for the
SADMIN user. The changes will only take effect after restarting the Workflow Process Manager. This
is important if you are implementing UTC, as you may need to set the Time Zone user preference.

Handling Errors
Information on error processing is organized as follows:

■ “Using Error Processes to Handle Errors” on page 161

■ “Passing User-Defined Process Properties and Property Sets to Error Processes” on page 162

■ “Assigning Error Processes to Subprocesses” on page 162

■ “Using Exceptions to Handle Errors” on page 163

■ “Defining Exceptions” on page 163

Using Error Processes to Handle Errors
You can use an error process for handling errors. An error process is a standard workflow process.
It becomes an error process when you associate it to another (main) process using the Error Process
Name field in the Workflow Processes list to choose the error process from the picklist. When an error
occurs, the exception branch calls this error process.

Like the Subprocess step, the error process must have been predefined in order to be selected. When
the selection button associated with the Error Process Name field is clicked, a pick applet of all
available processes will be shown. Once an error process is selected, this process will be called when
the current process reaches an error state. Processing of the current process will stop and end, and
will instead start the error process.

If a workflow process that has an error process defined for it encounters an error, it stops processing
and passes all system-defined process properties to the error process.

When a workflow process reaches an error state, one of the following events happens depending on
whether or not an error process is defined for the workflow process:

■ If no error process is defined for the workflow process, the process remains in the state called
In Error. The original error code is returned to the caller of the process.

■ If an error process is defined for the workflow process, one of the following events happens:


Errors

■ The error process handles the error successfully.

The error handling is considered successful if the error process arrives at an End step. In this
case, the error process will be in the Completed state. No error code will be returned to the
caller of the workflow process. The workflow process terminates immediately with a
Completed state.

■ The error process tries to handle the error, but fails with a different error.

The error handling is considered failed if the error process arrives at a Stop step. In this case,
the error process will be in the In Error state. A new error code, which you have selected in
the Stop step, is returned to the caller of the workflow process. The workflow process remains
in the In Error state.

■ The error process cannot handle the error.

If no Start conditions are satisfied, the error process ends immediately. In this case, the error
process will be in the In Error state. The original error code will be returned to the caller of
the workflow process. The workflow process remains in the In Error state.

The following sections provide more information about error processes:

■ “Passing User-Defined Process Properties and Property Sets to Error Processes” on page 162

■ “Assigning Error Processes to Subprocesses” on page 162

Passing User-Defined Process Properties and Property
Sets to Error Processes
If you want more than just the system-defined process properties to be passed to the error process,
note the following:

■ If you want the original process instance to pass any user-defined process properties to the error
process, you have to explicitly recreate those user-defined process properties in your error
process, giving them the same name and data type.

■ If you want to pass a property set from the original process to the error process, you have to
create a common user-defined hierarchy process property in the original workflow process and
in the error process, and use this common hierarchy property to pass the property set.

■ If you want the error process to get the name of the original workflow process, you have to create
a common user-defined process property in the original workflow process and in the error
process, and then pass the original process name through this common user-defined process
property.

Assigning Error Processes to Subprocesses
If a subprocess encounters an error and there is an error process defined for the subprocess, the
error process completes with one of the following outcomes:


Errors

■ The error process handles the error successfully.

The error handling is considered successful if the error process arrives at an End step. In this
case, the error process is in the Completed state. The subprocess also terminates with a
Completed state, and the control returns to the main process instance. The main process
instance continues to execute from the next step.

■ The error process tries to handle the error, but fails with a different error.

The error handling is considered failed if the error process arrives at a Stop step. In this case,
the error process will be in the In Error state. The new error code, which you have selected in
the Stop step, is returned to the subprocess. Both the subprocess and the main process will
terminate with the In Error state.

Using Exceptions to Handle Errors
Exceptions are a type of branch designed for handling system and user-defined errors. An example
of a system generated error would be a failure when sending an email notification. A user-defined
error would be trying to submit an order that was incomplete.

As a branch, an exception is a type of connector between two steps. Exceptions are illustrated in the
Palette Designer as red connectors. When you click on an exception connector in the Palette
Designer, the Properties window shows its WF Step Branch properties.

NOTE: Be aware that exceptions on a step are evaluated after the step has completed. If you want
to evaluate an exception before executing a step, you must attach the exception to the previous step
in the process.

The main parts of creating exceptions for a workflow process are:

■ Define an exception

■ Define the exception conditions

■ Add the exception actions

For more information, see “Defining Exceptions” on page 163.

Defining Exceptions
Exceptions are defined in the Process Designer as part of branch properties.

To define an exception
1 In Siebel Tools, make the appropriate process active by selecting it in the Workflow Processes
OBLE.


3 In the Process Designer, drag and drop an Error Exception connector from the palette to the
canvas, connecting it to an existing step icon. Be sure that the end of the connector is attached
to the step.


For Developers: Understanding How Workflow Processes Are Designed ■ Recovering
Workflow Processes

4 With the exception arrow selected in the canvas, enter a name for the exception in the Properties
window.

NOTE: If the Properties window is not showing, select the exception icon, then right-click and

5 In the Type field, select Error Exception or User Defined Exception.

6 In the canvas, double-click the exception icon to access the Compose Condition Criteria dialog
box.

7 Define the conditions that apply to the exception.

Recovering Workflow Processes
You can recover interrupted workflow processes both automatically and manually.

Automatic Recovery of Workflow Process Instances
If the Workflow Process Manager server component fails because of an exogenous event (such as a
server crash), Siebel Workflow automatically resumes the interrupted workflow instances when the
server restarts.

For a workflow process instance that cannot be automatically recoverable, you can manually recover
the process. For example, if the server crashes in the middle of a Siebel operation to update a record,
then the workflow can’t know whether the Siebel Operation has completed. You may have to
manually verify that the update was completed before resuming the workflow execution. In another
case, if the Siebel operation is to query a set of records, then even after the server crashes, the
workflow can be resumed automatically by requerying.

NOTE: Automatic recovery of workflow processes applies to workflow processes that run in the
server component. Workflow processes running on a local database are not recovered.

Recovery is performed by the Recovery Manager based on the process instance’s state information
that is saved by the Workflow engine. The state information is saved at recovery checkpoints. For
performance optimization, the recovery checkpoints are determined by the Workflow engine based
on the nature of the step and Allow Retry flag step parameter.

The application developer can minimize run-time overhead by using the Allow Retry flag to reduce
the number of checkpoints. This parameter is set at the step level.

NOTE: Set the Auto Retry flag for Siebel Operation steps and business service steps. Based on this
information, the Workflow engine determines the recovery checkpoints.

If the Recovery Manager cannot determine from which step the workflow instance should recover,
then those instances are marked for manual recovery.


For Developers: Understanding How Workflow Processes Are Designed ■ Invoking
Workflow Processes

Manual Recovery of Workflow Process Instances
You can correct and resume a workflow process instance that has encountered errors. For example,
if the Communications Server is not available, a workflow process sending an email notification will
have a status of In Error. You can enable the Communication Server component, then resume the
workflow process.

Instances marked for manual recovery are recoverable from the Workflow Instance Admin view.
From the application-level menu in the run-time client, choose Navigate > Site Map > Administration
- Business Process > Workflow Instance Admin > Related Instances and select an option from the
applet menu. There are two options for manual recovery:

■ Resume Instance - Next Step. The process instance skips the current step, and evaluates all
the branching conditions coming from the current step to determine the next step to execute.

■ Resume Instance - Current Step. The process instance resumes from the current step. The
current step is retried. If the current step is a subprocess step, a new subprocess instance is
started.

NOTE: A workflow process instance is resumable only if, among its related process instances, its Call
Depth setting is the highest. That is, Resume Instance - Next Step and Resume Instance - Current
Step are disabled if the instance is part of a set of related instances and one or more other instances
are set at a higher level (so the instance is called from another instance). For example, if there are
multiple related instances with Call Depth settings of level 0,1,2,3, and 4 and you select the record
with level 3, then these Resume controls will be disabled because level 3 is not the highest Call Depth
level set among the related instances.

Invoking Workflow Processes
This section describes the different ways to invoke and run a workflow process. The information
provided in this section is organized as follows:

■ “About Invoking a Workflow Process” on page 165

■ “Invoking a Workflow Process from a Workflow Policy” on page 166

■ “Invoking a Workflow Process from a Script” on page 167

■ “Invoking a Workflow Process from a Run-Time Event” on page 169

■ “Invoking a Workflow Process through a Configured Business Service” on page 170

■ “Running a Workflow Process in the Workflow Process Manager” on page 171

■ “Running a Workflow Process in the Application Object Manager” on page 172

■ “Running a Workflow Process in Batch Mode” on page 172

About Invoking a Workflow Process
A workflow process can be invoked in the following ways:


Workflow Processes

■ From the Process Simulator view. See “Testing Workflow Processes with the Process Simulator”
on page 176.

■ From a workflow policy. See “Invoking a Workflow Process from a Workflow Policy” on page 166.

■ From a script. See “Invoking a Workflow Process from a Script” on page 167.

■ From a run-time event. See “Invoking a Workflow Process from a Run-Time Event” on page 169.

■ From a user event. See “Using User Events” on page 156.

■ From a synthetic event. See “Creating Synthetic Event Buttons to Control User Navigation” on
page 147.

■ As a configured business service. See “Invoking a Workflow Process through a Configured
Business Service” on page 170.

You can use these methods to test workflow processes in your test environment before migrating
them to the production environment. When testing, being able to invoke from a workflow policy is
important because it tests invoking a workflow process on the server. You can also use these methods
to invoke processes in your production environment.

In Chapter 8, “For Developers: Testing Workflow Processes,” invoking a process from the Process
Simulator view is described. Overview: Siebel Enterprise Application Integration and Siebel Email
Response Administration Guide discuss invoking a process from a server component. The other
invocation methods are explained in this chapter.

NOTE: Starting with Siebel 7.0, you should not be using Business Integration Manager and Business
Integration Batch Manager, so if you were using either one in your business processes you need to
replace them with Workflow Process Manager or Workflow Process Batch Manager, respectively.

Invoking a Workflow Process from a Workflow Policy
To invoke a workflow process from a workflow policy, you define a policy action that uses the
workflow policy program Run Workflow Process. Alternatively, you can create a custom workflow
policy program by copying the Run Workflow Process program and then adding program arguments
that correspond to workflow process properties. This way you can use the policy program to pass
data to the workflow process properties.

NOTE: For complete information about defining workflow policies, see “About Creating Workflow
Policies” on page 209.

To invoke a process from a workflow policy
1 From the application-level menu, choose Navigate > Site Map > Administration - Business
Process > Actions.

2 In the Actions applet, click New to define a new action.

■ In the Program field, use the picklist to select the Run Workflow Process program.

3 In the Arguments applet, in the Argument field, select ProcessName.


Workflow Processes

■ In the Value field, enter the name of the workflow process you want to invoke as the
argument value.

Process > Policy Groups.

5 In the Policy Groups applet, click New to define a new group and name it.

Process > Policies.

7 In the Policies List applet, click New to define a new policy.

a In the Conditions applet, click New to define a condition for the policy that must be met to invoke
the workflow process.

b In the Actions applet, click New to define a new action and enter the name of the action you
defined in Step 1.

8 Run Generate Triggers.

See “Creating Database Triggers” on page 263 for more information about running the trigger
generator.

9 If you are using the Run Workflow Process program, verify that the Workflow Process Manager
server component is online.

10 Run Workflow Monitor Agent.
See “Using Workflow Action Agent” on page 281 for more information about monitoring workflow
policies.

11 Violate the policy. The action should invoke the workflow process.

Invoking a Workflow Process from a Script
Workflow processes can be invoked programmatically from a script using Siebel VB or Siebel eScript.
By using scripts, workflow processes can be invoked from anywhere in the Siebel application or from
external programs.

NOTE: Invoking a workflow process from a script is done in synchronous mode.

When invoking a process from a script, you can specify that the process run either on the server or
in the object manager. To run a process on the server, call the service Workflow Process Manager
(Server Request). To run a process in the application object manager, call the service Workflow
Process Manager.

See the following sample scripts for examples of how to invoke a workflow process from a script:

■ “Example: Invoking a Workflow from a Script in Object Manager” on page 168

■ “Example: Invoking a Workflow from a Script to Pass Field Values to Process Properties” on page 168


Workflow Processes

Example: Invoking a Workflow from a Script in Object
Manager
The following is a sample script that invokes a workflow process called My Account Process. In this
example, the process is invoked in the object manager.

/ Example: Invoking a Workflow Process via scripting
function Invoke_Process()
{
var svc = TheApplication().GetService("Workflow Process Manager");
var Input = TheApplication().NewPropertySet();
var Output = TheApplication().NewPropertySet();
var bo = TheApplication().ActiveBusObject();
var bc = bo.GetBusComp("Account");
var rowId = bc.GetFieldValue("Id");

Input.SetProperty("ProcessName", "My Account Process");
Input.SetProperty("Object Id", rowId);

svc.InvokeMethod("RunProcess", Input, Output);
}

Example: Invoking a Workflow from a Script to Pass
Field Values to Process Properties
The following is a similar example script that invokes a workflow process called My Opportunity
Process. In this example, the process is invoked in the object manager and additional field values
are passed to process properties defined in the workflow process.

//Example: Passing Field Values to Process Properties
function Invoke_Process()
{
var svc = TheApplication().GetService("Workflow Process Manager");
var Input = TheApplication().NewPropertySet();
var Output = TheApplication().NewPropertySet();
var bo = TheApplication().ActiveBusObject();
var bc = bo.GetBusComp("Opportunity");

var rowId = bc.GetFieldValue("Id");
var accountId = bc.GetFieldValue("Account Id");

input.SetProperty("ProcessName", "My Opportunity Process");
input.SetProperty("Object Id", rowId);

// Pass the value of the Account Id field to the Account Id process property
Input.SetProperty("Account Id", accountId);

svc.InvokeMethod("RunProcess", Input, Output);


Workflow Processes

Invoking a Workflow Process from a Run-Time Event
Workflow Processes integrates with the Run-time Events engine to provide a simplified event
mechanism for automating business processes. This mechanism:

■ Allows real-time monitoring of events

■ Minimizes the need for scripting and workflow policy invocation

The following types of events are possible:

■ Application


■ Applet

NOTE: For more information about run-time events, see Siebel Personalization Administration
Guide.

In order to use a run-time event to invoke a workflow process, you use Siebel Tools to configure
buttons on applets.

To create a button that invokes a workflow process
1 From Siebel Tools, configure a button on an applet and specify the MethodInvoked property. For
more information, see Using Siebel Tools.

2 To enable the button, override the PreCanInvokeMethod property. Next, edit the server script and
compile your changes to the Siebel repository file. The following example is specific to Siebel VB:

Function WebApplet_PreCanInvokeMethod (MethodName As String, CanInvoke As String)
As Integer

If MethodName = "<Name>" Then

CanInvoke = "True"

WebApplet_PreCanInvokeMethod = CancelOperation

Else

WebApplet_PreCanInvokeMethod = ContinueOperation

End If

End Function

3 Define a workflow process. To invoke this workflow process from a button click, specify a run-
time event in one of the following ways:

■ To start this workflow process, specify the run-time event on the Start step on a Condition
branch.


Workflow Processes

■ To resume this workflow process (if it has been paused) from a button click, specify the run-
time event in a User Interact step or a Wait step on a Condition branch.

The fields values are described in Table 19.

Table 19. Run-time Event Field Values

Field Value


Event PreInvokeMethod

Event Object Name of the business component on which the applet that contains the
button is based.

Sub Event Name of the method set in step one. The Sub Event name must be unique.

Event Cancel Flag True. If this flag is not checked, the error “The specialized method <Method
Name> is not supported on this business component” will result when
running the workflow process.

NOTE: If users click the button when there are no workflow process instances waiting, either the
event will be discarded or the users will receive a “Cannot resume process....” error message. You
can prevent this from happening by requiring users to run a workflow process in order to access this
view. For example, you can set up a workflow that includes the User Interact step. You can handle
the error by defining an Error Exception branch or error process.

4 After you create the workflow process, activate the process and reload personalization. To reload
personalization:

a From the application-level menu, choose Navigate > Site Map > Administration - Runtime Events
> Events.
b From the applet menu, select Reload Runtime Events.

You must reload personalization after activating a workflow process that registers any run-time
events in order for the process to take effect.

Invoking a Workflow Process through a Configured
Business Service
You can invoke a workflow by defining a configured business service. With a configured business
service like Workflow Process Manager (Server Request), you do not need to specify Server Request
Broker (SRBroker) parameters.

NOTE: To use Workflow Process Manager (Server Request), SRProc and SRBroker must be running.
For more information, see Siebel System Administration Guide.

When you invoke the Server Requests directly, you must specify SRBroker parameters.


Workflow Processes

To define a configured business service
1 In Siebel Tools, navigate to Siebel Objects > Business Service. Add a new record with values:

■ Name: (this is the name that you can reference in scripting)

■ Class: CSSSrmService

■ Display Name: (this is the name that you see in Workflow views)

2 Click Business Service User Prop. Add the following records:

■ Name: Component

■ Value: (internal [or short] name of the server component, for example, 'WfProcMgr')

■ Name: Mode

■ Value: (mode of the server request, for example, 'Async')

3 (Optional) Enter additional user properties pertaining to SRBroker (see “Predefined Business
Services” on page 328).

4 Select Business Service Method. Add the following records:

■ Name: (this is the name that you can reference in scripting)

■ Display Name: (this is the name that you see in workflow views)

5 Click Business Service Method Arg. Add records specific to the component being invoked, for
example, ‘ProcessName’ for WfProcMgr. Note that the name is the internal (or short) name of the
server component parameter.

NOTE: SRBroker and SRProc are required to run any business service that invokes server
components.

For more information on invoking business services, see Siebel Object Interfaces Reference.

Running a Workflow Process in the Workflow Process
Manager
A workflow process can be run within the Workflow Process Manager server component. The methods
of invoking a workflow process that support running a process on the server include:

■ From a workflow policy that executes on the server

■ From a script specifying the Server Request parameter

■ From a run-time event with Processing Mode set to Remote Synchronous or Remote
Asynchronous

NOTE: Invoking a workflow process from a script is done in synchronous mode.

If a user invokes a process to be run on the server within the Workflow Process Manager server
component, the process executes only if the user is connected to the server. If the user is not
connected to the server, the request is queued and executes when the user synchronizes or the
server becomes available.


Workflow Processes

If you compiled a custom .srf file using Siebel Tools, this file needs to be added to the Objects
directory on the Siebel Application Server. In addition, you must update the siebel.cfg file referenced
in the Server parameters to reflect the custom .srf file (note that the siebel.cfg file is the default
configuration file for Workflow Process Manager server components).

NOTE: Business services calling UI functions, including navigation functionality such as the User
Interact step, are not supported when processes run on the server.

Running a Workflow Process in the Application Object
Manager
Running a workflow process in the application object manager can be useful for enforcing business
processes with mobile users or for defining business processes that involve end-user navigation.

The methods that support invoking a workflow process in the application object manager include:

■ From the Process Simulator

■ From a script specified to run locally in the application object manager

■ From a run-time event with Processing Mode specified as local synchronous

Running a Workflow Process in Batch Mode
Workflow processes can be run in batch mode by running the Workflow Process Batch Manager server
component (WfProcBatchMgr). Executing a process in batch allows you to execute the actions in a
workflow process for multiple records. When you are running a process in batch, you may want to
specify a search specification to limit the number of records that are evaluated.

NOTE: Only 7.0 workflow processes and service workflow processes should be run in batch mode.

Workflow Process Batch Manager takes the parameter Search Specification, then executes the search
specification on the primary business component of the process business object. For each fetched
record, the Workflow Process Batch Manager invokes the workflow process and sets the Object Id
process property as the current active row.

Table 20. Workflow Process Batch Manager Parameters

Display Name Description

Workflow Process Name Required. Name of the workflow process definition to execute.

Search Specification Search specification that identifies the work items to process.

NOTE: The Search Specification parameter is a generic parameter
that is shared by all Workflow Management server components. This
parameter is only used by one component, however:
WfProcBatchMgr. Any Search Specification parameter specified for a
component other than WfProcBatchMgr is not used.


Workflow Processes

Scheduling a Batch Workflow
You can set up a batch workflow to run a workflow process at specified intervals, for example, 7 A.M.
every Monday. You do this by setting up a component request.

To set up a component request to schedule a batch workflow
Administration - Server Configuration > Enterprises > Component Definitions.

2 In the Component Request form, click New.

3 In the Component/Job field, click the selection button. The Component/Jobs dialog box appears.

4 Select Workflow Process Batch Manager.

5 In the Component Request Parameters form applet, click New.

6 In the Name field, click the selection button, then select Workflow Process Name from the dialog
box.

7 In the Value field, type in the name of the workflow process to execute.

8 Click New to add another parameter.

9 In the Name field, click the selection button.

10 Select Search Specification.
In the Value field, provide a search specification.For more information on running a workflow process
in batch, see Siebel System Administration Guide.


Workflow Processes


8 For Developers: Testing
Workflow Processes

This chapter explains how to test your workflow processes before deployment. You use the Process
Simulator in Siebel Tools to test workflow processes, and you can also test them in real time using
the run-time environment. The way you test your workflow processes depends on the type of process
you are testing.

Before you can successfully simulate a process, you must validate it to make sure the configuration
is correct. So this chapter begins with an explanation of the Validate tool.


■ “Using the Validate Tool to Correct Errors in Workflow Processes” on page 175

■ “Testing Workflow Processes with the Process Simulator” on page 176

■ “About the Process Simulator and Supported Modes for Simulation” on page 177

■ “Running the Process Simulator” on page 178

■ “Testing Workflows That Involve Server Components” on page 180

For more information, such as planning high-level planning strategies for testing the Siebel
application, see Testing Siebel Business Applications.

Using the Validate Tool to Correct Errors
in Workflow Processes
The Validate tool in Siebel Workflow is an error-correction mechanism that you use before simulation
and deployment. You can validate a workflow process by using the context-sensitive right-click menu
in the palette or in the Workflow Processes OBLE in Siebel Tools.

Validation enforces the semantic consistency of a workflow process that otherwise cannot be easily
enforced by structural constraints. For example, using validation, you can make sure that an error
process does not itself contain an error process. When you validate a workflow process, you are given
warnings about errors the workflow may contain. You can then correct the errors before running the
Process Simulator.

The Validate tool can detect the following errors:

■ Connectors not attached correctly. Make sure all the workflow process diagram’s branches
are connected correctly.

■ Outgoing branches not specified for Decision points. Make sure to specify outgoing
branches for each Decision point in the workflow process.

■ Business services and business service methods not specified for Business Service
steps. Make sure that each Business Service step in the workflow process is not missing a
business service or a business service method.


For Developers: Testing Workflow Processes ■ Testing Workflow Processes with the
Process Simulator

■ Business components missing from Siebel Operation steps. Make sure to specify the
business component upon which each Siebel Operation step acts.

■ Subprocess names not specified for Subprocess steps. Make sure that each Subprocess
step specifies the appropriate subprocess that the workflow calls.

To validate a workflow process
1 In Siebel Tools, in the Workflow Processes OBLE, select the process you want to validate.

2 Right-click and select Validate.

The Validate dialog box appears.

3 Click Start.

“Starting validation...” appears in the bottom left corner of the Validate dialog box.

4 If the validation is successful, there are no errors to report and in the bottom left corner of the
dialog box, a message reads, “Total tests failed: 0.”

5 If the validation is not successful, you will get a list of the errors and the rules they violate. Take
one of the following actions:

a Click on the error to see the message in the Details dialog box.

b You can also save the errors to a log file by clicking the Save As button at the bottom of the
validation panel.

NOTE: Not all errors are fatal; some errors are only warnings.

Testing Workflow Processes with the
Process Simulator
Testing your workflow processes before migrating them to your production environment verifies that
resulting actions are accurate and useful and the results are exactly what you want.

You need to develop a test and migration procedure for introducing changes into the production
environment. Some of the considerations for this procedure are discussed in “Defining a Test and
Migration Strategy for Workflow Processes” on page 58.

CAUTION: Your test environment and production environment must have identical versions of the
software.

Of the various ways to invoke a workflow process, invocation from the Process Simulator is an easy
way to debug a workflow process. You can debug process steps as you define them in Siebel Tools,
where the Process Designer and the Process Simulator both reside.

NOTE: When the workflow process is run from the Process Simulator, it runs in the application object
manager. Actual invocation of the process may be run in the application object manager or in the
Workflow Process Manager server session, depending on specific parameters. Because some
workflow processes that can run in the Workflow Process Manager server session may not be able to
run in the application object manager, not all workflow processes can be simulated. For more
information, see “About the Process Simulator and Supported Modes for Simulation” on page 177.


Process Simulator

The other methods involve invoking a workflow process outside of Siebel Workflow. For information
on these methods of invoking a workflow process, see “About Invoking a Workflow Process” on
page 165. For information about invoking a workflow process from a server component, see
Overview: Siebel Enterprise Application Integration and Siebel Email Response Administration Guide.

About the Process Simulator and Supported Modes for
Simulation
The Process Simulator allows you to step through a workflow process while viewing the results of
each step. A workflow process does not have to be active to run it in the Process Simulator. The
simulator ignores activation date, expiration date, and status.

NOTE: Before you run the Process Simulator or deploy your workflow processes, you use the Validate
feature. The Validate feature has rules to make sure the workflow process works correctly. For more
information, see “Using the Validate Tool to Correct Errors in Workflow Processes” on page 175.

You can use the Process Simulator to test workflows that run in the Siebel client. This includes service
workflows, 7.0 workflows, and interactive workflows. You cannot use the Process Simulator to test
long-running workflows or workflows that involve a server component, such as Workflow Process
Manager, Server Request Broker, Assignment Manager, and Communications Server. To test
workflows that involve a server component, the workflow must be deployed to the run-time
environment and tested using the application server.

When you start the Process Simulator, the Siebel Web Client is launched with a connection to the
database specified in your debug options. (For information on setting debug options, see “Running
the Process Simulator” on page 178.) A Watch window shows the Workflow variables (process
properties) and application data (business objects and business components).


■ “Process Simulator Commands” on page 177

■ “Process Simulator Watch Window” on page 178

For more information on testing workflow processes, see:

■ “Running the Process Simulator” on page 178

■ “Testing Workflows That Involve Server Components” on page 180

Process Simulator Commands
You control the Process Simulator using the Simulate toolbar.


Process Simulator

To enable the Simulate toolbar
1 From the application menu in Siebel Tools, choose View > Toolbars > Simulate.

When active, the Simulate toolbar appears as shown below.

2 Once you can view the Simulate toolbar, you may continue to Step 1 on page 179 to run the
Process Simulator.

Table 21 describes the buttons in the Simulate toolbar.

Table 21. Process Simulator Commands

Button Description

Start Simulation Activates the Start step in the process. Resumes the process if it is paused.

Simulate Next Activates the step immediately after the step that just executed.

Complete Simulation Pauses the simulation.

Stop Simulation Stops the process.

Process Simulator Watch Window
You can use the Watch window in the Process Simulator to view process properties. To view the Watch
window, right-click in the Process Simulator and select Watch Window.

Running the Process Simulator
Before you run the Process Simulator for the first time, you must set your debug options. Then in
the Process Designer, you right-click and select Simulate Workflow Process to start the Process
Simulator.

CAUTION: When testing a workflow process using the Process Simulator, it is important to note that
the workflow runs just as if it were called normally. For instance, if the process includes a Siebel
operation such as update or add, the records in the database will be updated when you run the
Process Simulator.

NOTE: The Workflow Process Simulator will simulate a wait period if a Wait step is specified in
seconds. However, if the unit of time is specified in minutes or greater, the Simulator will simply move
on to the next step.


Process Simulator

To use the Process Simulator to test a workflow process
1 In Siebel Tools, navigate to View > Options > Debug and set your debug options. Complete the
fields in the Debug tab according to the guidelines listed below, where $ represents settings
specific to your setup. Enter the complete path for the Siebel executable (Siebel.exe) and the
configuration file (uagent.cfg).

Executable $SiebelClientBINsiebel.exe
CFG file $SiebelClientBINenuuagent.cfg
Working directory $SiebelClientBIN
User name $username
Password $password
Data source $datasource

2 In the Workflow Processes OBLE, right-click on the workflow you want to simulate and select
Simulate Workflow Process.

This brings you to the Process Simulator view. The workflow’s Start step is highlighted to mark
the starting point of the simulation.

3 In the Simulate toolbar, click the Start Simulation button to begin the simulation.

A new instance of the Web client launches according to the debug settings you entered in Step 1
on page 179. You use this Web client as the run-time environment for the simulation. There are
no actions you need to take in this Web client unless the workflow being simulated is an
interactive flow. Details on simulating interactive flows can be found in Step a of Step 4.

After the Web client is initialized, the Start step executes and the workflow is paused at the
second step. Then, control passes back to Siebel Tools. At this point, if the first step executes as
expected, the second step of the workflow is highlighted in the Process Simulator view.

Note the following, as you use the Process Simulator:

■ To use the Watch window, right-click on the canvas and select Watch Window.
■ You can use the Process Designer at any time to make changes to the step details, and then
return to the Process Simulator to test the process.

4 In the Simulate toolbar, click the Simulate Next button to execute the highlighted step.

After the step execution completes, if the step is not a User Interact step, the highlight is moved
to the next step in the workflow and the Simulator is ready for the next step’s execution.
(Continue to Step 5.)

If the step is a User Interact step in an interactive flow, the corresponding view defined in the
step is displayed in the Web client.

a Switch to the Web client and make fire the run-time event expected by the User Interact step in
order to resume the workflow execution.

Control is passed back to Siebel Tools, and the highlight moves to the next step in the
workflow.


For Developers: Testing Workflow Processes ■ Testing Workflows That Involve Server
Components

5 Continue stepping through the workflow process and verifying the results of each step in the
Watch window until the process completes.

NOTE: After the last step has executed, the simulation automatically ends. You can use the Stop
Simulation button, however, to stop the simulation before the last step executes, and then close the
workflow process window to exist the simulation.

Troubleshooting Workflow Process Simulation
This topic provides guidelines for resolving workflow process simulation problems.

To resolve the problem, look for it in the list of Symptoms/Error messages in Table 22.

Table 22. Resolving Workflow Process Simulation Problems

Symptom/Error Message Diagnostic Steps/Cause Solution

When trying to simulate a If a Start step has outgoing Either remove the event for
workflow, upon starting the branches that have run-time simulation, or add a default
workflow, it does not run. events, the simulator waits branch.
on the event and it will never
get to next step.

After completing the user The branches out of the user Make sure all the branches out of
interact step, the simulator interact step may be missing user interact step have the
fails to move further. associated run-time events. respective run-time events
associated with the actions
performed on the user interact
step.

Testing Workflows That Involve Server
Components
You cannot use the Process Simulator to test workflows that involve server components, such as
long-running workflow processes. If a workflow process involving a server component is run in the
Process Simulator, incorrect behavior will result. To test a workflow process that involves a server
component, you test the workflow in the run-time environment.

For example, if you want to test a workflow process that invokes Siebel Assignment Manager, you
deploy the workflow to the run-time environment. You export the workflow from Siebel Tools and
import it into the Web Client. Then you test the workflow in real time with the working server
components.


9 For Administrators:
Administering Workflow
Processes


■ “About Deploying Workflow Processes” on page 181

■ “Migrating Workflow Processes from Development to Production” on page 185

■ “Administering Workflow Processes in the Run-Time Client” on page 188

■ “Monitoring and Troubleshooting Workflow Processes in Production” on page 193

About Deploying Workflow Processes
Workflow design and workflow deployment occur separately. Workfow deployment is the process of
moving an environment and making it active. After you have designed a workflow process in the
Process Designer within Siebel Tools, you deploy the workflow process by publishing the workflow
process (also in Siebel Tools), and then activating the workflow process in the run-time client
application.

NOTE: If use the Publish/Activate button (rather than the Publish button) to publish the workflow
process while in local mode, there is no need to separately activate the workflow in the run-time
application.

The following bulleted items describe the above actions in more detail:

■ Publish. Moves the workflow process definition from the repository tables into the runtime client
tables.

■ Activate. Selects the active version of the workflow process in the runtime tables. Only one
version of a workflow process can be active at a time for a Siebel Enterprise.

NOTE: Activating occurs from within the Siebel client (where multi-select is supported) and
provides a form of version control for when you have multiple developers publishing multiple
versions of the same workflow process.

■ Publish/Active. Publishes and activates a workflow process with a single button click from
within Siebel Tools while in local mode. To use this feature, you must also set the [Workflow]
VerCheckTime parameter to -1 for the client on which you are testing. For more information
about the setting this parameter, see “Deploying Workflows in Production” on page 42.


For Administrators: Administering Workflow Processes ■ About Deploying Workflow
Processes

Figure 12 on page 46 shows the deployment architecture of Siebel Workflow. Siebel Tools is
connected to the server data source. The run-time client application is also connected to the server
data source. The steps you take are summarized as follows:

1 Publish the workflow process in the Process Designer in Siebel Tools.

This step makes the workflow process visible in the run-time client application. The following
diagram shows the Publish button in the WF/Task Editor toolbar.

2 Log in to the run-time client. From the application-level menu, choose Navigate > Site Map >
Administration - Business Process > Workflow Deployment. This takes you to the Workflow
Deployment view, where you can activate the workflow process.

You can find further information about deploying workflow processes as follows:

■ See “Deploying Workflow Processes” on page 182 for general information about deploying
workflow processes.

■ See “Deploying Workflow Processes to Mobile Clients” on page 184 for information specific to
deploying workflow processes to mobile clients.

Deploying Workflow Processes
There are two steps involved in deploying a workflow process because the workflow process
definitions are stored as repository objects, while deployed workflow processes are stored in run-
time tables along with their deployment parameters. You deploy workflow processes from the Siebel
Tools repository to the Siebel Workflow run-time client.

NOTE: If the workflow process you are deploying contains subprocess steps or references new
repository objects such as business components, business services, and views, you must first make
sure these subprocesses or repository objects are available to the workflow you are deploying. In
the case of subprocess steps, deploy the subprocesss before deploying the parent workflow, so the
subprocesses are accessible to the parent workflow process. In the case of new repository objects,
first compile the new repository objects so they are accessible to the workflow process you are
deploying.

The workflow process definition is read from the repository and Siebel Workflow writes the definition
to the run-time environment as XML. You deploy the workflow process with its deployment
parameters (Replication, Activation Date, Expiration Date, and Monitoring Level). See “Setting
Workflow Process Monitoring Levels” on page 195 for detailed information on deployment parameters.


Processes

To deploy a workflow process
1 In Siebel Tools, enable the Workflow/Task Editor toolbar by selecting View > Toolbars > WF/Task
Editor Toolbar.

2 Select the workflow process in the Object List Editor.

3 In the WF/Task Editor toolbar, click the Publish button.

The workflow’s status changes from In Progress to Completed and is available as follows:

■ If you are connected to the server data source, the completed workflow process is available
at run time to be activated.

■ If you are connected to the local data source, check in the workflow process. After you check
in the workflow, it is available at run time to be activated.

4 In the run-time client, from the application-level menu, choose Navigate > Site Map >
Administration - Business Process > Workflow Deployment and query for the workflow you just
deployed.

5 With the workflow process selected, click the Activate button.

This checks the syntax for validity, registers run-time events if used, and changes the status of
the process to Active. It also changes the status of the previous active version to Outdated.

a If your workflow process has run-time events, you will also need to reload the run-time events.
From the application-level menu, choose Navigate > Site Map > Administration - Runtime
Events, then click the applet menu and select Reload Runtime Events. This will reload the run-
time events in the current object manager session. For more information, see Siebel
Personalization Administration Guide.
6 Set the deployment parameters for the workflow process:

a Set the activation date in the Activation Date/Time field.

b Set the expiration date in the Expiration Date/Time field.

c Set the replication to None, unless you are deploying the workflow process to mobile clients. If
you are deploying the workflow to mobile clients, see “Deploying Workflow Processes to Mobile
Clients” on page 184.
d Set the monitoring level in the Monitoring Level field. For more information, see “Setting
Workflow Process Monitoring Levels” on page 195.

Now you can invoke the workflow process from any of the invocation modes: the Process Simulator,
a script, or Workflow Policies.

To activate workflow processes in batch
1 In the run-time client, from the application-level menu, choose Navigate > Site Map >
Administration - Business Process > Workflow Deployment and query for the workflows you want
to deploy.

2 Select the workflows you want to activate, and then click the Activate button.

NOTE: It is recommended that you do not select all workflows.


Processes

Deploying Workflow Processes to Mobile Clients
The Replication field in the Workflow Deployment view allows you to choose whether to route a
workflow process definition to your mobile clients. Routing only the workflow process definitions your
mobile clients need lets you reduce the amount of data in the local database.

To set the Replication parameter, navigate to Administration - Business Process > Workflow
Deployment > Active Workflow Processes. Table 23 lists the possible values for the Replication field.

Table 23. Parameter Settings for the Replication Field in the Workflow Deployment View

Field Description

Replication Choose from these possible values:

■ All. The workflow process definition is routed to all mobile clients and
regional nodes.

■ Regional. The workflow process definition is routed to the regional nodes
only.

■ None. (Default) The workflow process definition is not routed to the mobile
client or the regional nodes.

More information about using workflow processes with mobile clients is provided in the following
sections:

■ “Restricting Mobile Client Routing” on page 184

■ “Deploying Workflow Processes on Regional Nodes” on page 184

Restricting Mobile Client Routing
When modifying the Replication field in order to choose whether to route a workflow process
definition to your mobile clients, keep in mind that changing the Replication field value from None to
All adds the workflow process definition and all related records to the mobile client or regional node
when it synchronizes with the server.

Deploying Workflow Processes on Regional Nodes
You can execute workflow processes on regional nodes. The workflow process can be called from
script or run-time events.

When executing a workflow process on a regional node, the workflow process must reside on the
regional node. The settings and environment should be replicated entirely on the nodes. All the
objects the workflow is referencing must be available on the regional node.


For Administrators: Administering Workflow Processes ■ Migrating Workflow
Processes from Development to Production

Migrating Workflow Processes from
Development to Production
Once you have tested your workflow processes in your development environment, you can move
them to the production environment.

NOTE: Before migrating data, make sure that all data required for the workflow process is also
present in the target environment. For example, if your workflow process requires custom entries in
the list of values (LOV) table, make sure that these are present and active.

Siebel applications provide four utilities for migrating workflow processes from development to
production:

■ REPIMPEXP. The Repository Import/Export utility is found in the siebel/bin directory. Use
REPIMPEXP for bulk migration of repository objects, including workflow definitions. In the
command-line interface, type repimpexp/help to view your usage options.

NOTE: Using REPIMPEXP, you cannot pick and choose which workflows to migrate. To select a
single workflow or only certain workflows for migration, use the Import/Export migration option.

■ Import/Export functionality in Siebel Workflow. Use Import/Export for incremental migration
of workflow definitions. You use Siebel Tools to export workflows from one environment, and to
import workflows to another environment.

NOTE: The Workflow import/export feature is designed only to migrate individual workflow
processes or small sets of workflow processes. For example, Workflow import/export will not
migrate 150 workflow processes at one time. To migrate large numbers of processes, break them
into smaller sets of 10 workflow processes or less.

■ Application Deployment Manager (ADM). Application Deployment Manager (ADM) is a
feature that automates the process of migrating enterprise customization data (views,
responsibilities, assignment rules, workflow processes, workflow policies, and so on) from one
Siebel application environment to another, including from a development environment to a
testing environment. ADM is designed to provide a single deployment tool that covers various
areas within the Siebel application. The objective is to reduce the potential manual setup and
deployment work and provide as much automation as possible to decrease the error rate.

A workflow process deployment package in ADM includes the SRF, the workflow processes, their
subprocesses, and their run-time settings (such as activation/expiration times, monitoring
levels, and so on). For information on how to migrate workflow definitions using ADM, see Siebel
Application Deployment Manager Guide.

■ Workflow Admin Service Business Service. This is a new business service that allows you to
perform batch import/export, deployment, and activation of multiple workflow processes
initiated by way of a search specification. The methods for this business service are: Activate,
Delete Deploy, Deploy, Export, and Import.

■ Activate. Activates workflow processes initiated by a search specification.

Input Arguments:



❏ FlowSearchSpec. The search specification used to select the workflow processes to be
activated.

Output Arguments:

❏ NumFlowActivated. The number of workflow processes that have been activated by the
service.

■ DeleteDeploy. Deletes workflow deployment records initiated by a search specification.

Input Arguments:

❏ FlowSearchSpec. The search specification used to select the workflow deployment
records to be deleted.

Output Arguments:

❏ NumFlowDeleted. The number of workflow deployment records that have been deleted
by the service.

■ Deploy. Deploys workflow processes initiated by a search specification.

Input Arguments:

❏ FlowSearchSpec. The search specification used to select the workflow processes to be
deployed.

Output Arguments:

❏ NumFlowDeployed. The number of workflow processes that have been deployed by the
service.

■ Export. Exports workflow processes initiated by a search specification into a specified
directory. Each workflow process is exported to a separate .xml file with that file name being
the concatenation of the process name and version number.

Input Argument:

❏ ExportDir. The directory to which the export files are written, such as d:workflows.
Output Arguments:

❏ NumFlowExported. The number of workflow processes that have been exported by the
service.

■ Import. Imports workflow export files initiated by a search specification from a specified
directory.

Input Arguments:

❏ FileSearchSpec. The search specification used to select the workflow export files to be
imported, such as User*.xml.

❏ ImportDir. The directory where the workflow export files are located.
❏ ProjectName. The Siebel Tools project into which workflow processes will be imported.
The project needs to be locked for workflow import to succeed.

❏ Repository. The repository into which workflow processes will be imported.

Output Arguments:



❏ NumFlowImported. The number of workflow processes that have been imported by the
service.

When you migrate workflow processes using ADM, the workflows are activated automatically. If you
use REPIMPEXP or the Siebel Workflow import/export option, you must activate the workflows
manually.

NOTE: If you choose not to connect Siebel Tools to your production repository, you must use
REPIMPEXP for migration of all your workflow process definitions.

For more information, see “Importing or Exporting a Process Definition” on page 187.

Choosing Between Migration Options
Table 24 explains when to use each of the migration options.

Table 24. Options for Migrating Workflow Processes

Migration Option Recommended Use

Use ADM when: You are migrating customization data for your entire enterprise,
including workflow process data.

You need to migrate large numbers of processes (more than 10)
at one time.

Use the import/export You need to migrate workflow definitions in increments of
utility when: approximately 10 or less.

Use REPIMPEXP when: You are rolling out your release and all repository objects must
be migrated. REPIMPEXP is the manual process for repository
migration. You should use this repository-migration option if for
any reason you do not want to use ADM, or cannot use ADM.

Use Workflow Admin You can perform bulk or batch migration of workflow processes.
Service Business Service: Alternatively, you can also perform this migration from the client.

Importing or Exporting a Process Definition
It is a good idea to back up your process definitions regularly using the Export function. Use a
meaningful naming convention when selecting a filename for an exported process to make it easy to
understand the purpose of the process.

To export a process definition
1 In Siebel Tools, in the OBLE, select the workflow process or processes you want to export. To
select more than one process, press and hold the CTRL key while selecting the processes.

2 Right-click and choose Export Workflow Process.

The Save As dialog box appears.


For Administrators: Administering Workflow Processes ■ Administering Workflow
Processes in the Run-Time Client

3 Enter the file path, filename, and the .xml filename extension, and then click Save.

The process or processes are exported. If you selected more than one process to export, all the
processes are saved to one XML file.

NOTE: When exporting a process containing subprocesses, you must also export the subprocesses.
Subprocesses are not exported automatically.

To import a process definition
1 In Siebel Tools, in the OBLE, select the workflow process or processes you want to import. To
select more than one process, press and hold the CTRL key while selecting the processes.

2 Right-click and choose Import Workflow Process.

The Open dialog box appears.

3 Select a path and filename of the process to import, and then click Open.

The process is imported with a status of In Progress.

NOTE: If a process definition of the same name exists in the target environment, the newly
imported process definition’s version number will be incremented by one.

Administering Workflow Processes in
the Run-Time Client
You use the Administration - Business Process views in the run-time client to administer workflow
processes created in Siebel Tools. The Administration - Business Process views include the following:

■ Workflow Deployment view. For deploying and activating workflow processes. From the
application-level menu, choose Navigate > Site Map > Administration - Business Process >
Workflow Deployment. This view shows the parent/child relationship between a workflow process
and its run-time records. For detailed information on a selected workflow process, drill down on
the process name in the top applet to navigate to a form applet.

■ Active Workflow Processes view. This is a child view of the Workflow Deployment view
(Repository Workflow Processes list applet), appearing as a tab. This view lists all workflow
process definitions that have been deployed in the system.

■ Child Items. This is a child view of the Workflow Deployment view (Repository Workflow
Processes list applet), appearing as a tab. Select a workflow process record in the parent list
applet, and the child applet will filter to display only process definitions of the same process
name.

■ Workflow Instance Admin view. For viewing and controlling workflow processes that are in a
running state, a waiting state (persisted workflows), and an error state. For a selected instance,
you can change the value of the process properties before resuming the instance. From the
Workflow Instance Admin.



■ Workflow Instance Monitor view. For monitoring all workflow process instances in all states,
as well as step instances and aggregate data. An instance that is completed moves from the
Workflow Instance Admin view to appear in the Workflow Instance Monitor view (when the
Monitoring flag is set). From the application-level menu, choose Navigate > Site Map >
Administration - Business Process > Workflow Instance Monitor.
■ Workflow Processes view. For reviewing pre-7.7 workflow process definitions. From the
Workflow Processes.

NOTE: The Workflow Processes view and its child views listed below are read-only views used
only for reviewing pre-7.7 workflow processes. You view any new workflows that you create in
the Workflow Processes OBLE in Siebel Tools.

■ Process Definition view. For reviewing the definitions of pre-7.7 workflow processes. From
the application-level menu, choose Navigate > Site Map > Administration - Business Process
> Workflow Processes > Process Definition.

■ Process Designer view. For reviewing the process flow diagrams of pre-7.7 workflow
processes. From the application-level menu, choose Navigate > Site Map > Administration -
Business Process > Workflow Processes > Process Designer.

■ Process Properties view. For reviewing the properties of pre-7.7 workflow processes. From
the application-level menu, choose Navigate > Site Map > Administration - Business Process
> Workflow Processes > Process Properties.

Workflow process instances are stored in the following tables:

S_WFA_INSTANCE
S_WFA_INST_PROP
S_WFA_INST_WAIT

Workflow instance monitoring information is stored in the following tables:

S_WFA_INST_LOG
S_WFA_INSTP_LOG
S_WFA_STPRP_LOG

Information on administering workflow process instances is organized as follows:

■ “Viewing Run-time Instances of a Workflow Process” on page 190

■ “Stopping a Workflow Process Instance” on page 190

■ “Stopping All Workflow Process Instances of a Specific Process Definition” on page 190

■ “Deactivating a Workflow Process Instance” on page 191

■ “Expiring a Workflow Process Instance” on page 192

■ “Purging a Workflow Process Instance from the Log” on page 192



Viewing Run-time Instances of a Workflow Process
You can view a workflow’s run-time instances in the Workflow Instance Admin view.

To view run-time instances for a workflow process
1 Navigate to Site Map > Administration - Business Process > Workflow Instance Admin.

2 In the All Workflow Process Instances applet, select the workflow.

3 In the Related Instances child applet, you can view the workflow’s run-time instances and their
parameters.

Stopping a Workflow Process Instance
From within the Workflow Instance Admin view, Workflow administrators can stop a process instance
if persistence is defined. After a workflow process instance is stopped, it is removed from the system.
Process instances with a status of Running, Waiting, or Error can be stopped.

NOTE: If you stop a running workflow process instance, the execution of the process instance is
terminated. This is different from purging a workflow process instance from the monitoring log. See
“Purging a Workflow Process Instance from the Log” on page 192.

To stop a process instance
Process > Workflow Instance Admin.

2 In the All Workflow Process Instances applet, select the workflow.

3 In the Related Instances applet, select the process instance to stop.
4 In the applet menu, choose Stop Instance.

CAUTION: Stopped processes cannot be resumed.

Stopping All Workflow Process Instances of a Specific
Process Definition
You can stop all workflow process instances of a specific process definition in the Workflow
Deployment view.

If you know the specific instance you want to stop, stop the workflow process from the Workflow
Instance Admin view. See “Stopping a Workflow Process Instance” on page 190.



If you want to stop all process instances of a specific version of a workflow process definition, then
you can delete the process definition from within the Workflow Deployment view.

NOTE: Deleting a process definition from the Workflow Deployment view will not only remove a
process definition from the run time. It will also stop all process instances of the deleted process
definition.

To stop all process instances of a workflow process definition
NOTE: Using Multi-select, you can select multiple process definitions for deletion. Because the
Delete Process functionality deletes a process definition and stops all the process instances of
that definition, all process instances related to the selected definitions will also be stopped as a
result of the deletion. So, if you want to perform a batch delete of multiple workflow processes,
follow the steps below, using Multi-select to choose multiple workflow processes rather than just
one.

Process > Workflow Deployment > Active Workflow Processes.

2 Select the process instance.

3 From the applet menu, select Delete Process.

Deactivating a Workflow Process Instance
In the Active Workflow Processes tab of the Workflow Deployment view, you can deactivate a single
instance of a workflow process, or multiple process instances in one batch.

To deactivate a workflow process instance

2 Select the process instance you want to deactivate.

3 From the applet menu, choose Deactivate Process.

The status of the selected process instance for the workflow process is changed to Inactive.

To deactivate workflow process instances in batch

2 Select the process instances you want to deactivate. Hold down the CTRL key while selecting
process instances, or if you have performed a query to access the workflow processes you want
to deactivate, choose Select all from the applet menu.

3 From the applet menu, choose Deactivate Process.

The status of all selected process instances for the workflow process is changed to Inactive.



Expiring a Workflow Process Instance
This administrative procedure is performed in Siebel Tools, not in the run-time client.

To expire a workflow process instance
1 In Siebel Tools, enable the Workflow/Task Editor toolbar by choosing View > Toolbars > WF/Task
Editor Toolbar.

2 In the Object Explorer, select the Workflow Process object.

3 In the Object List Editor, select the workflow process that you want to expire.

4 Lock the project in which the selected workflow process was created.

a From the application menu, choose Tools > Lock Project

5 In the WF/Task Editor toolbar, click the Expire button. The Expire button is the button at the far
right of the WF/Task Editor toolbar, as shown below.

Purging a Workflow Process Instance from the Log
Using the purge function, an administrator can delete all process instances with a status of Stopped
or Completed before the user-specified date. If you want to delete a paused instance, stop the
instance first.

NOTE: If you delete a running workflow process instance from the log, the execution of the process
instance is unaffected and the workflow process will continue to run.

To purge all process instances from the log
Process > Workflow Instance Monitor > Process Instances.

2 In the Workflow Process list, select the workflow.

3 Click Purge.

4 In the Workflow Instance Monitor Purge dialog box, select a date.

5 Click Purge.


For Administrators: Administering Workflow Processes ■ Activating Fields Used by
Workflow Processes

Activating Fields Used by Workflow
Processes
Fields that are not activated by the Object Manager must be activated in order for Workflow to be
able to reference and use them. When fields are exposed on the user interface, they are activated
by the Object Manager, so workflow processes (running on the Object Manager) that reference these
fields are able to run properly. But when fields are not exposed on the user interface, they are not
activated by the Object Manager. In this case, a workflow process running on the Object Manager
cannot use these fields, and an error is generated.

To activate the fields necessary for a workflow process to run, do one of the following:

■ Expose the fields on the user interface.
■ At the business component level, explicitly activate the fields by setting the fields’ property Force
Active = TRUE.

Monitoring and Troubleshooting
Workflow Processes in Production
You monitor and control workflow process execution in the Administration - Business Process views
of the run-time client. You can use the tools described below to monitor and troubleshoot Workflow
in the production environment.

■ Progress and status information. Use the Workflow Instance Monitor view and the Workflow
Instance Admin view to monitor the progress and status of each process instance. For details,
see “About Workflow Process Monitoring” on page 193 and “Setting Workflow Process Monitoring
Levels” on page 195.

■ Operation details. Use the event logging facility to trace operations performed by each
processing step of a Workflow application. For details, see “Setting Tracing and Event Log Levels”
on page 196.

■ Performance-measurement data. Use Siebel ARM to capture timing data for measuring
performance of Workflow applications. For details, see “Capturing Data with Siebel Application
Response Management (Siebel ARM)” on page 197.

■ Failure-analysis records. In case of a system failure, Siebel FDR (Flight Data Recorder)
automatically captures the events that may have led to a system failure. For details, see
“Recording Behavior with Siebel Flight Data Recorder (FDR) Files” on page 198.

You can troubleshoot production workflows with one or a combination of the tools mentioned above.
For troubleshooting techniques, see “Troubleshooting Workflow Processes in a Production Environment”
on page 198.

About Workflow Process Monitoring
There are two views you can use to monitor workflow processes:


For Administrators: Administering Workflow Processes ■ Monitoring and
Troubleshooting Workflow Processes in Production

■ Workflow Instance Monitor view

■ Workflow Instance Admin view

Workflow Instance Monitor View
Use this view to see the history of all workflow process instances in all states, as well as step
instances and aggregate data. When the Monitoring flag is set for a deployed workflow process
definition, the workflow process instance remains in the Workflow Instance Monitor view after it has
completed and is no longer visible in the Workflow Instance Admin view. The Workflow Instance
Monitor view provides a log of workflow instances.

From the application-level menu, choose Navigate > Site Map > Administration - Business Process
> Workflow Instance Monitor.

The top applet in this view lists workflow definitions.

NOTE: The top applet shows the workflow definitions for all workflow processes that have monitoring
turned on, that is, the Monitoring Level is not NONE.

The other applets in this view are the following:

■ Process Instances. This applet shows the related log instances for the selected workflow
process.

■ Step Instances. This applet shows the steps and process properties for the selected process
instance.

■ Aggregate Data. This applet shows aggregate data as a chart view for the selected workflow
process.

NOTE: Depending on the monitoring level set for the selected workflow process, you may see no
records in the Step Instances and Aggregate Data applets.

Workflow Instance Admin View
Use this view for monitoring running workflow processes. This view shows all processes that are in
running, waiting, and error states and that have persistence set. Persistence is set if the workflow
process has a Wait step or the workflow’s Auto Persist flag is checked (for 7.0 workflows).

From the application-level menu, choose Navigate > Site Map > Administration - Business Process
> Workflow Instance Admin.

The top applet in this view lists all workflow process instances that are running, in an error state, or
in a waiting state.

The other applets in this view are the following:

■ Related Instances. This applet shows the associated processes for the selected parent
workflow process—subprocesses and error processes.

■ Process Properties. This applet shows the process properties for the process instance selected
in the Related Instances applet. You can change the value of these process properties before
resuming an instance that is waiting or in an error state.



Setting Workflow Process Monitoring Levels
You set deployment parameters to determine the way you monitor your workflow processes. These
deployment parameters are Monitoring Level and Log-writing Frequency.

Monitoring Level Parameters
Table 25 shows the monitoring level parameters (and their corresponding log-writing frequencies)
that you can set for a workflow process. When the workflow instance is created, the monitoring level
is read from the workflow process definition and stays throughout the lifetime of the instance unless
the instance is paused. In the case of an instance being paused, when the instance is resumed, the
monitor level is reread from the definition.

Table 25. Monitoring Level Parameters

Record Process Record Step Record Process
Monitoring Level Instance Instances Properties

0 None N None None

1 Status Y None None

2 Progress Y All Steps None

3 Detail Y All Steps All Steps

4 Debug Y All Steps All Steps

To set the Monitoring Level parameter
Process > Workflow Deployment.

2 In the Active Workflow Processes applet, complete the Monitoring Level field. Use Table 25 as a
reference on the various levels you can choose and what each level records.

Log-writing Frequency Parameters
Log-writing frequency determines the frequency at which monitoring data is written to the disk. The
frequency is optimized internally by the Workflow run-time environment, based on the workflow type
and the monitoring level you select.

At the Debug monitoring level, the log is written to the disk after every step.

NOTE: Enabling monitoring at any level incurs performance overhead to your workflow processes.
It is best to set the monitoring level to 0 (None) or 1 (Status) on workflow processes running in
production. Monitoring levels of 2(Progress) and higher should only be used for the debugging of
workflow processes.



Monitoring Levels and 7.0 Compatibility
7.0 workflows with persistence frequency and persistence level set are mapped to a monitoring level
based on the following logic:

■ If the persistence frequency is set to NONE, then the monitoring level is set to NONE.

■ If the persistence frequency is ON_PAUSE or EVERY_STEP, persistence is explicitly turned on and
the monitoring level is set as follows:

■ If the persistence level is ALL_STEPS, then the monitoring level is set to PROGRESS.

■ If the persistence level is CURRENT_STATE, then the monitoring level is set to STATUS.

NOTE: In this release, persistence and monitoring are separate features that serve different
functions. Persistence is a quality of service and is controlled at definition time. Monitoring is an
administrative tool and is controlled at deployment time. Monitoring has no impact on the way a
workflow process functions.

Setting Tracing and Event Log Levels
You can use tracing levels to troubleshoot workflow processes. Table 26 lists the events that Siebel
Workflow uses for logging.

Table 26. Workflow Process Logging Events

Event Level Description

Workflow Definition 3 Traces process and step definitions loaded into memory.
Loading

Workflow Engine 4 Trace methods invoked and arguments passed to the Workflow
Invoked engine.

Workflow Process 4 Trace workflow process execution.
Execution

Workflow Step 4 Trace workflow step execution.
Execution

Workflow Performance 4 Measure overall process execution time.

Workflow Performance 5 Measure process and step execution time.

Workflow Recovery 3 Trace instance recovery status and progress (applicable only to
the Workflow Recovery Manager server component).

Workflow Recovery 4 Trace instance recovery details (applicable only to the Workflow
Recovery Manager server component).

NOTE: Setting trace levels above the default parameters will affect performance. Trace levels should
be reset to default parameters after troubleshooting has been completed.



Increasing Tracing Levels for Workflow Management Server
Components
You can generate a more detailed trace file to assist in troubleshooting Workflow Process Manager,
Workflow Process Batch Manager, and Workflow Recovery Manager.

NOTE: Complete these steps prior to executing the server process.

To increase tracing levels
1 From the application-level menu, choose Navigate > Site Map > Administration - Server
Configuration > Servers > Components > Events.

2 In the Components applet, choose the component for which you want to generate tracing: the
Workflow Process Manager, the Workflow Process Batch Manager, or the Workflow Recovery
Manager.

3 Click the Events tab to view all the configurable event types for the selected component.

The log level is set to a default value of 1.

4 Change the log level value to 3, 4, or 5. Use Table 26 on page 196 to make your choice.

5 (Optional) For additional troubleshooting, you may want to repeat Step 4 to increase the tracing
level for the Object Manager SQL log event.

NOTE: More tracing information is generated as the Component Event Configuration Log Level value
increases. For more information on the different Log Level values available for Component Event
Configuration, see Siebel System Monitoring and Diagnostics Guide.

Capturing Data with Siebel Application Response
Management (Siebel ARM)
The Workflow Process Manager server component is enabled for Siebel Application Response
Measurement (Siebel ARM). Siebel ARM captures timing data useful for monitoring the performance
of the Siebel application, and records this information to binary files.

Siebel ARM settings affect the Workflow Process Manager as follows:

When the Siebel ARM level is set to 1, the Workflow Process Manager business service records:

■ The time it takes to execute a service method

Examples of service methods in Workflow Process Manager are RunProcess and ResumeInstance.

When the Siebel ARM level is set to 2, the Workflow Process Manager business service records:

■ The time it takes to execute a service method

■ The time it takes to execute a workflow step

■ The time it takes to write monitoring data to the disk

Siebel ARM level 2 can help you determine the logging overhead when you increase the
monitoring level of your workflow process.



Table 27 shows the Siebel ARM areas and subareas defined for Siebel Workflow, and their Siebel ARM
levels.

Table 27. Siebel ARM Areas and Levels

Area Sub-area Level Description

WORKFLOW CORDR_RESUME 1 Resume a suspended process.

WORKFLOW CORDR_EXECUTE 1 Execute a process.

WORKFLOW ENGNE_INVOKE 1 Invoke a Workflow Process Manager service
method.

WORKFLOW STEPS_EXSTEP 2 Execute a step.

WORKFLOW MONTR_WRTE 2 Write process monitoring data to disk.

For more information on enabling Siebel ARM and the Siebel ARM analyzer, see Siebel Performance
Tuning Guide.

Recording Behavior with Siebel Flight Data Recorder
(FDR) Files
Siebel flight data recorder log files (extension .fdr) are records of system and server component
behavior at run time. In the event of a system or server component failure, the settings and events
leading up to the failure are captured and logged. The Siebel flight data recorder log file can then be
forwarded to Siebel Technical Support and used to troubleshoot and analyze the specific settings and
events that occurred prior to the failure. The Siebel flight data recorder log files are stored in the
Binary subdirectory of the Siebel Server root directory.

FDR instrumentation points have been embedded in the Workflow Process Manager business service
and the Workflow Recovery Manager business service to provide capture-processing details in case
of a system failure or server component failure.

For more information on Siebel flight data recorder files, see Siebel System Monitoring and
Diagnostics Guide.

Troubleshooting Workflow Processes in a Production
Environment
You can troubleshoot Workflows in the production environment in the following ways:

■ Tracing

■ Instance monitoring

■ Using the Business Service Simulator



To troubleshoot a workflow process using tracing
1 Turn on tracing for the appropriate component running the workflow: Workflow Process Manager,
Workflow Process Batch Manager, or the application Object Manager.

2 View the event log files.

For details on how to turn on tracing, see “Setting Tracing and Event Log Levels” on page 196.

To troubleshoot a workflow process using instance monitoring
1 Navigate to Site Map > Administration - Business Process > Workflow Deployment.

2 In the Active Workflow Processes applet, select the workflow process.

3 Set the monitoring level to 3-Detail or 4-Debug.

At this level, each execution of a process (from whichever component it is run) will record state
and process properties values for each step.

4 View the monitoring information in the Workflow Instance Monitor views.

a Navigate to Site Map > Administration - Business Process > Workflow Instance Monitor > Process
Instances (or Step Instances).

NOTE: The monitoring levels of 3-Detail and 4-Debug affect performance of the Workflow engine.
For this reason, these settings should be used for troubleshooting purpose only.

To troubleshoot a workflow process using the Business Service Simulator
1 Run the workflow process from the Business Service Simulator using the Workflow Process
Manager business service.

This step executes the workflow process in the application object manager.

a Navigate to Site Map > Administration - Business Service > Simulator.
b In the Simulator applet, create a new record and set the following fields:

Service Name: Workflow Process Manager

Method Name: RunProcess

Iterations: 1

c In the Input Arguments applet, create a new record, and do the following:

❏ Set the Test Case # field to 1.

❏ Select and open the Property Name field.

The Property Name field opens a multi-value applet.

d In the multi-value applet, click New and set the following fields:
❏ Property Name: ProcessName

❏ Value: <Enter the name of the workflow process>

e Click Save.



f Repeat Step d and Step e for any parameter that should be passed to the process, especially
RowId if necessary.
g In the multi-value applet, click OK.

h In the Simulator applet of the Simulator view, click Run.

NOTE: You may want to set the monitoring level to 4-Debug (as described in “To troubleshoot a
workflow process using instance monitoring” on page 199, then launch the workflow this way, and
then view the process execution information in the Workflow Instance Monitor views.

Communicating Workflow Errors to Siebel Technical Services
You can communicate workflow errors to Siebel support professionals in the following ways:

■ Send the log files (as generated by turning on tracing, described in “To troubleshoot a workflow
process using tracing” on page 199.

■ Communicate the error code and error message.

With the exception of service flows, when a workflow process encounters an error, the process
state is persisted with a status of “In-Error.” If a workflow process encounters an error in one of
its subprocesses, the subprocess state is also persisted. Both the error code and the error
message are saved in the process properties. Administrators can examine the error codes and
error messages in the Process Properties applet of the Workflow Process Instance Admin view.
When a record is selected from the All Workflow Process Instances list, the related instance
applet lists its parent and child processes. You can communicate the error code and the error
message to Technical Services for further assistance.

Resolving Workflow Process Execution Problems
This topic provides guidelines for resolving workflow process execution problems.



To resolve the problem, look for it in the list of Symptoms/Error messages in Table 28.

Table 28. Resolving Workflow Process Execution Problems


After activating a workflow, it Verify that <Reload Runtime
is not executing when the Events> has performed. In order
corresponding run-time event to tell if a workflow process has
is triggered. been triggered, turn on workflow
logging (EngInv, StpExec,
PrcExec). See “Increasing Tracing
Levels for Workflow Management
Server Components” on page 197.

After revising a workflow and For workflows running in the
reactivating it, the revised Workflow Process Manager server
workflow information has not component, reset the parameter
been read. <Workflow Version Checking
Interval>. By default the interval
is 60 minutes.

When a workflow is triggered Since the DisplayApplet event To make the field still work in this
by the run-time event is a UI event, and the default scenario, you can explicitly set
DisplayApplet, the workflow Web UI framework design is EnableViewCache to FALSE in the
is triggered the first time but to use cache, the event only .cfg file.
not subsequently. fired when the first time non-
cached view is accessed. The
workflow was triggered only
when the event fired and
worked correctly.

After triggering a workflow The run-time event passes Retrieve the row ID of the active
from a run-time event, the the row ID of the object BC business component using search
row ID of the record on which (that is, the primary business specifications (for example:
the event occurred is not component) and not the row Active_row-id (process property)
retrieved. ID of the business component = [Id] defined as Type =
on which the run-time event Expression and BC = BC name).
is acting.



Table 28. Resolving Workflow Process Execution Problems


“<Cannot resume Process This error typically occurs in Deleting existing instances does
<x-xxxxx> for Object-id <x- the following scenario: not help. You should ignore the
xxxxx>. Please verify that error message and proceed.
the process exists and has a
1 A workflow instance is
Step 1 through Step 3 need to
started and paused,
waiting status.” occur, in that order, in the same
waiting for a run-time
user session for the error
event.
message to be reported. As a
2 The run-time event fires. result, the error message
The workflow instance is disappears when the application is
resumed and run to re-started.
completion.
The Purge feature only works on
3 The run-time event fires stopped and completed instances.
for a second time. The In order to delete persisted or
Workflow engine tries to incomplete instances, you first
resume the workflow need to manually stop the
instance and fails, since instances.
the workflow instance is
no longer in a Waiting
state.

Unable to access a different The Workflow architecture Use a subprocess step to access a
business object from a restricts the use of one different business object.
workflow process. business object to a
workflow.

The Workflow Process Verify the following:
Manager returns the error
■ the workflow process exists
“Unable to initiate the
process definition <process ■ the process status is set to
name>.” Active

■ the process has not expired.

OMS-00107: (: 0) error code Make sure at least one .SRF is
= 4300107, system error = copied to the Siebel
27869, msg1 = Could not find Serverobjects<lang> directory.
'Class' named 'Test Order Part
A'

OMS-00107: (: 0) error code
= 4300107, system error =
28078, msg1 = Unable to
create the Business Service
'Test Order Part A'


10 Workflow Policies
This chapter provides information about how to use workflow policies. The information is organized
as follows:

■ “About Planning Workflow Policies” on page 203

■ “About Creating Workflow Policies” on page 209

■ “About Customizing Workflow Policies with Siebel Tools” on page 235

■ “About Workflow Policies Server Administration” on page 263

■ “About Workflow Policies and Siebel Marketing” on page 287

■ “About Testing Workflow Policies” on page 292

■ “Migrating Policies to the Production Environment” on page 294

■ “Predefined Programs” on page 295

About Planning Workflow Policies
Information on planning activities for workflow policies is provided in the following topics:

■ “Planning Workflow Policy Groups” on page 203

■ “Planning Workflow Policies” on page 204

■ “Determining What to Monitor When Planning Policies” on page 205

■ “Planning Policies and Conditions” on page 205

■ “Planning Workflow Policy Actions” on page 206

■ “Scenario for Planning Workflow Policies: Notification for 30%+ Discounts” on page 206

■ “Scenario for Planning Workflow Policies: Notification for Large Number of Open Service Requests”
on page 208

■ “Defining a Test and Migration Strategy for Workflow Policies” on page 209

Planning Workflow Policy Groups
Before you create your Workflow policies, you need to create workflow policy groups. Each Workflow
Policy Agent is assigned one workflow policy group. If you are going to run only one Workflow Policy
Monitor Agent and one Workflow Policy Action Agent, assign all your policies to one policy group.

The reasons to use multiple Workflow Policy Agents are:


Workflow Policies ■ About Planning Workflow Policies

■ To shorten the time between when the policy event is triggered and when Workflow Policies
notices the event

■ To spread the workload across multiple application servers

■ To adjust the polling interval so that polling for noncritical policies does not prevent efficient
processing of critical policies

Policies with similar time intervals are generally grouped together. By creating groups of policies with
similar time intervals, you can assign the workflow policy group a Workflow Policy Agent with a
polling rate that matches the needs of the workflow policies—creating a more efficient use of your
resources.

Creating workflow policy groups and using multiple Workflow Policy Agents are part of tuning your
system to create the highest performance and can be done as you monitor your system’s
performance.

NOTE: The maximum number of policies in a single policy group is MaxInt. The maximum number
of policies in all policy groups is determined by the maximum number of records in table
S_ESCL_RULE.

Planning Workflow Policies
Once you have gathered policy information, you can begin to plan the workflow policies.

Many of the workflow policy objects and programs you need to create your workflow policies have
been predefined by Siebel. However, you can use Siebel Tools to augment programs, create
additional workflow policy objects, or make additional workflow policy columns available for
monitoring. See “About Customizing Workflow Policies with Siebel Tools” on page 235 for more
information on how to perform these tasks.

The planning phase is a good time to review your company’s business process activities. You want
to determine which work can be automated with Workflow Policies and then prioritize the
implementation sequence. It is always a good idea to create and implement a small group of policies
at a time. After you successfully implement the group, you can proceed to another small group of
policies in a systematic manner. See “About Creating Workflow Policies” on page 209 for more
information on creating workflow policies.

NOTE: After planning a new workflow policy, test the policy definition by creating a query based on
the policy. Then you can execute the query on your current production environment. The query
response can help you determine the frequency of the workflow conditions. You may find that a policy
creates excessive notification or insufficient visibility. See “About Testing Workflow Policies” on
page 292 for more information.



Determining What to Monitor When Planning Policies
The first step in planning is to identify the purpose of the policy and the specific database information
that needs to be monitored. For example, if the service department wants to send an email to the
service request contact whenever a service request is opened with a severity level of critical, the
information to record would be that which is listed in Table 29.

Table 29. Determining What to Monitor

What to Monitor Purpose of the Policy

Service request status Send an email to the service request contact when the service
request is opened and its severity level is critical.
Service request severity

Planning Policies and Conditions
The second step in planning is to define the policy properties and conditions, identify the workflow
policy object to be monitored in the Siebel database, and determine the monitoring interval period
and duration.

Table 30 illustrates the type of information you need to model the general policy definition in terms
of Workflow Policies. It shows the workflow policy name as Email Confirmation of SR, the workflow
policy object is Service Request, monitoring interval period (Workflow Group) is Medium Frequency,
and the duration is set to 0.

Table 30. Planning Policies

Name Workflow Object Workflow Group Duration

Email Confirmation of SR Service Request Medium Frequency 0

NOTE: Duration indicates the time element that must be met before an action is performed. Each
workflow policy has one duration, so if you need to cause an action to occur after one hour, two
hours, and six hours, you must create a different policy for each duration.

After you determine your policy’s workflow object and other properties, you need to define the
workflow conditions, as shown in Table 31. Conditions are in the form of an expression.

Table 31. Workflow Policy Conditions

Field (Column Monitored in the Database) Comparison Value

Service Request Severity = 1-Critical

Service Request Status = Open



Workflow policy condition values are read directly from any picklist specified at the table column
level. The values called for by the condition operation you specify, such as IN/NOT IN, must be
available in the column policy picklist, or else the policy cannot trigger the action.

Planning Workflow Policy Actions
The third step in planning is to define the policy actions. A policy action is executed when the
conditions of the policy have been met. Table 32 illustrates the type of information you need to define
a workflow policy action.

Table 32. Workflow Policy Actions

Action Name Program Workflow Object Arguments

Send SR Email to Contact Send SR Email Service Request Send to Contact

NOTE: Workflow Policies comes with a set of predefined actions and programs. You can use these or
define your own actions or programs to suit your business needs.

Scenario for Planning Workflow Policies: Notification for
30%+ Discounts
In this scenario, the sales department manager wants to be automatically notified whenever sales
representatives quote discounts over 30%. Table 33 lists a workflow policy that monitors quotes with
a discount exceeding 30%, for which the purpose is to notify the sales manager to review and
approve the quote.


What to Monitor Purpose of the Policy
Quotes with a discount exceeding 30% Notify Sales Manager to review and approve the
need Sales Manager approval quote.



Table 34 shows the workflow policy name as Notify Sales Manager on Sales Approval. The workflow
policy object is Quote, the workflow policy group is Low Frequency, the duration is set to 0, and the
quantity is set to 5. This means that the workflow policy action occurs as soon as five new quotes
meet the criteria of the workflow policy conditions.

Table 34. Planning Policies

Workflow Workflow
Name Object Group Duration Quantity Comments

Notify Sales Manager Quote Low 0 5 Notify the manager
on Sales Approval Frequency when a quote with a
discount over 30% is
created.

Table 35 illustrates the type of information you need for the policy conditions.

Table 35. Workflow Policy Conditions

Field (Column Monitored in the Database) Comparison Value

Quote Status = In Progress

Quote Item Discount Percent > 30

Next, define the workflow policy actions that occur when the conditions of the policy are met. You
can also define the action arguments, such as the email subject and the message template, using
dynamic values. Table 36 lists definitions for the Send Email to Sales Manager action.

Table 36. Actions and Action Arguments

Workflow
Action Name Program Object Arguments and Substitutions

Send Email to Sales Send Quote Quote Subject: Please approve quote discount
Manager Email for [Account]

Message Template: Please approve the
quote discount for quote [Quote
Number] and notify [Last User First
Name] [Last User Last Name]

Repeating Message: The following
quotes also need approval [Quote
Number]



Scenario for Planning Workflow Policies: Notification for
Large Number of Open Service Requests
In this scenario, the service department wants to automate its notification policy when the number
of open requests for an agent reach a critical mass of 20. The tables below show the information
needed to define this type of workflow policy.

Table 37 represents the general policy definition.


What to Monitor? Purpose of the Policy

Monitor open service requests when Send a Message Broadcast to the service representative
they reach a quantity of 20 to alert the representative about the situation.

Next, model the general policy definition in terms of Workflow Policies.

Table 38. Workflow Policies

Name Workflow Object Workflow Group Quantity

Over 20 Open Service Service Request High Frequency 20
Requests

Table 38 shows the policy name is Over 20 Open Service Requests, workflow policy object is Service
Request, workflow policy group is High Frequency, and the quantity is 20.

After you determine the policy’s workflow object and other properties, define the workflow conditions
for your workflow policy. Table 39 shows the workflow condition definitions.

Table 39. Workflow Conditions

Field (Column Monitored in
the Database) Comparison Value

Service Request Status = Open


Workflow Policies ■ About Creating Workflow Policies

Define the workflow policy actions that occur when the conditions of the policy are met. You can also
define the action arguments. Table 40 on page 209 shows the action argument definitions.

Table 40. Actions and Action Arguments

Workflow
Action Name Program Object Arguments and Substitutions

Alert Agent of Open SR Send SR Service Abstract: You have over 20 service
Message Request requests
Broadcast
Message Template: You have over 20
service requests. Please review your
service request queue.

Defining a Test and Migration Strategy for Workflow
Policies
Before implementing new workflow policies, you must verify them in a test environment consisting
of a sample Siebel database and workflow policies test data. Testing new policies, conditions, and
actions checks that the policy you release into the production environment properly executes and
does not cause conflicts with your existing workflow policies.

The following are some suggestions for setting up your test and migration policy:

■ Make sure your test environment and production environment have identical versions of the
software and that you are using realistic data in your database by using a partial or complete
copy of the production database.

■ Create a small group of workflow policies to implement as a first phase of implementation. After
you have successfully implemented the first group, you can add more policies in a systematic
manner.

■ To verify a new workflow policy, go to your production environment, manually create a query
based on the new policy, and check the response. This helps you determine if a policy creates
excessive notification or misses the rows you want to monitor.

For more information on migrating your test environment to your production environment, see
“Migrating Policies to the Production Environment” on page 294.

About Creating Workflow Policies
Information about creating Workflow policies is provided as follows:

■ “About the Workflow Policies Views” on page 210

■ “Defining Workflow Policy Actions” on page 210

■ “Using the Send Page Program Type” on page 212

■ “Using the Send Message Program Type” on page 213



■ “Using the Message Broadcast Program Type” on page 214

■ “Using the Run External Programs Type” on page 215

■ “Using the Database Operation Program Type” on page 215

■ “Creating a Workflow Policy Action” on page 218

■ “Creating Workflow Policy Groups” on page 224

■ “Creating Workflow Policies” on page 225

About the Workflow Policies Views
The views you use to create and define workflow policies are a part of the Siebel Workflow run-time
client. To display the Workflow Policies view, you navigate to Workflow Policies in the Administration
- Business Process screens of Site Map.

Several views are used when you create Workflow policies. These views include:

■ Workflow Policies Action view. Use to create the actions you want to use with your workflow
policies. See “Defining Workflow Policy Actions” on page 210.

■ Workflow Policies Groups view. Use to create the workflow policy groups to use with workflow
policies. See “Creating Workflow Policy Groups” on page 224.

■ Workflow Policies Policies view. Use to create workflow policies. See “Creating Workflow
Policies” on page 225.

■ Workflow Policies Explorer view. Use to review the currently defined workflow policy objects.

■ Workflow Policies Log view. Use to review the workflow policy monitor log, to check policy
trends, and to check policy frequency.

Defining Workflow Policy Actions
Workflow policy actions are events that you want to occur when the conditions of your workflow
policy are met. You must create the appropriate workflow policy actions before you create the policy
that will use the actions.

In the run-time client, you use the Workflow Policies Action view to define policy actions. This view
and its associated fields are described below. For the procedure on creating a workflow policies
action, go to “Creating a Workflow Policy Action” on page 218.

The Workflow Policies Action view consists of three applets. These applets are:

■ Actions applet. This is where you create a name for your action and choose the appropriate
program. See “About the Actions Applet in the Workflow Policies Action View” on page 211.

■ Arguments applet. This is where you define the arguments for the action. The format of the
Arguments applet changes depending on the program type of the action. See “About the
Arguments Applet in the Workflow Policies Action View” on page 211.



■ Recipients applet. This is the contact name, employee name, position, or relative of the
workflow policy object that can receive an email, page, or message broadcast. See “About the
Recipients Applet” on page 217.

NOTE: You cannot invoke DLLs or external functions using workflow policy actions. Use workflow
processes for this.

About the Actions Applet in the Workflow Policies Action
View
Table 41 describes the fields of the Workflow Policies Actions applet.

Table 41. Actions Applet Fields


Name The name of the workflow policy action. A descriptive name that is:

strategy

■ Meaningful to the policy maker

Program The workflow policies program This program is chosen from a picklist.
associated with the action. See “Predefined Programs” on page 295

Workflow Workflow policy object that this action is Chosen from a picklist of workflow
Object associated with. This action is now policy objects.
available only to policies that are based
on this workflow policy object.

Comments Comments describing the purpose or use Any text.
of this action.

About the Arguments Applet in the Workflow Policies
Action View
The format of the Workflow Policies Arguments applet varies, depending on the program type you
select for the workflow policy action.

NOTE: Program arguments are case sensitive. You must enter the correct case. Use the argument
picklists when possible instead of entering the arguments yourself.

This section describes each workflow policy program type, the available workflow policy program
arguments and valid values, and some usage scenarios.

The available workflow policy program types are:

■ Send Page. See “Using the Send Page Program Type” on page 212.

■ Send Message. See “Using the Send Message Program Type” on page 213.



■ Message Broadcast. See “Using the Message Broadcast Program Type” on page 214.

■ Run External. See “Using the Run External Programs Type” on page 215.

■ Database Operation. See “Using the Database Operation Program Type” on page 215.

NOTE: Before using the email or paging functions, you need to perform the setup procedures
described in “About Workflow Policies Server Administration” on page 263

Using the Send Page Program Type
The Send Page Arguments applet displays if you select the Send Page workflow policy program type
in the Workflow Policies Actions applet.

Send Page Arguments and Values
Table 42 shows the arguments and valid values for the Send Page workflow policy program type.

NOTE: Numeric paging is inherently unreliable because of a lack of a computer protocol for sending
numeric pages. If you must send a numeric page, you can use the Pager Pin field in the employee
table to control the delay between dialing the paging phone number and sending the numeric
message. Add commas to the Pager Pin field. Each comma is roughly equal to a half-second delay.
Avoid using the numeric paging feature in mission critical applications.

Table 42. Send Page Program Type

Argument Valid Values When Used by Action

Numeric Message Numeric message when pager is numeric.
Template

Alpha Message Text message when pager is alphanumeric.
Template
“Current” is a reserved word in Siebel Workflow. Do not use this word in
messages.
Available Dynamic fields that you can use in the Alpha Message Template.
Substitutions
When the action executes, the substitution value is populated with the
value from the record that meets all the workflow policy conditions.

Request Key A string indicating which Page Manager should execute the action. You use
this when multiple Page Managers are running. When you specify a
request key string, it should match the Request Key parameter of the Page
Manager that you want to execute the action. Leave this argument blank
when you are running one Page Manager or when the Page Manager that
executes the action is not important.

When setting the Send Page arguments, note the following:

■ Siebel Workflow Policies automatically determines the correctly formatted message depending
on what type of pager the person being paged has.



■ If neither of the message arguments has a value, Workflow Policies logs an error message and
the action is not completed.

■ You can send only pages to employees. The pager information for an employee is stored in the
Employee Administration view. The Siebel database currently does not store pager information
for contacts.

■ Messages support substitution of values that come from the Available Substitutions field.

Using the Send Message Program Type
When you select the Send Email workflow policy program in the Actions applet, the Send Message
Arguments applet displays along with the Recipients applet.

The Send Message Arguments applet allows you to create an email template used to build the
message sent to the recipient specified in the Recipients applet.

Send Email Arguments and Values
Table 43 shows the arguments and valid values for the Send Email workflow policy program type.

Table 43. Send Email Workflow Policy Program Type


Subject Subject line of email message.

Message Template Text of message.

Maximum length is 2000 characters, including variable substitutions.

“Current” is a reserved word in Siebel Workflow. Do not use this word
in a message.

Repeating Message Message that is repeated when the Consolidate flag is checked on the
Workflow Policies Policies view.

“Current” is a reserved word in Siebel Workflow. Do not use this word
in messages.

Available Substitutions Dynamic fields that you can use in Subject, Message Template, and
Repeating Message. When the action executes, the substitution value
is populated with the value from the record that meets all the policy
conditions.

Request Key A string indicating which Email Manager should execute the action.
You use this when multiple Email Managers are running. When you
specify a request key string, it should match the Request Key
parameter of the Email Manager that you want to execute the action.
Leave this argument blank when you are running one Email Manager
or when the Email Manager that executes the action is not important.



Using the Message Broadcast Program Type
The Message Broadcast Arguments applet appears if the Send Message Broadcast workflow policy
program is selected in the Actions applet.

Send Message Broadcast Arguments and Values
Table 44 shows the arguments and valid values for the Message Broadcast workflow policy
program type.

Table 44. Message Broadcast Workflow Policy Program Type

Activation Date and time for which the message broadcast is active. The variable CURRENT
can be used when specifying the activation date. See “Entering Date Calculations”
on page 233 for more information.

Expiration Date and time when the message broadcast expires. The variable CURRENT can
be used when specifying the activation date. See “Entering Date Calculations” on
page 233 for more information.

Abstract Short description of the message broadcast.

Message Text of message to broadcast.
Template
Maximum length is 2000 characters, including variable substitutions.

“Current” is a reserved word in Siebel Workflow. Do not use this word in a
message.

Severity Severity of message to broadcast.

Available Dynamic fields that you can use in the Abstract and Message Template. When
Substitutions the action executes, the substitution value is populated with the value from the
record that meets all of the policy conditions.

Activating the Check New Broadcasted Message Workflow Policy
If you use any workflow policy that contains a workflow policy program type = Send Message
Broadcast and you enable message broadcast caching on an object manager component, then you
must activate the Check New Broadcasted Message workflow policy, which belongs to the Siebel
Messaging policy group.

The Check New Broadcasted Message policy monitors the S_BRDCST_MSG table and invokes the
Notify Broadcasted Message workflow process to broadcast any new message added to the table.

For information on configuring message broadcast caching, see Siebel Applications Administration
Guide. For information on activating a workflow policy, see “Creating Database Triggers” on page 263.



Using the Run External Programs Type
The External Programs Arguments applet appears if a Run External workflow policy program type is
selected in the Actions applet. An example of a Run External Program is described in “Example of a
Workflow Policy Action: Creating a Run External Program Action” on page 222.

Run External Arguments and Values
Table 45 shows the arguments and valid values for the Run External workflow policy program.

Table 45. Run External Workflow Policy Program Type


Executable Name Path and name of executable to run. For example, the executable will launch
from the Siebel Server.

The executable can be a batch program.

Command Line The command line to use. The parameters that you want to pass to the
executable.

Execute Type ■ Wait. Workflow Policies waits for the external program to complete and
examines the return code of the external program. If the return code is
not 0, an error condition occurs.

■ No Wait. Workflow Policies executes the external program in the
background and then continues processing. The return code is not
checked.

Note that for Visual Basic programs which create files, set Execute Type to
Wait to avoid possible corruption of files. When set to No Wait, Visual Basic
attempts to write files twice, thus corrupting the data.

Available Dynamic fields that can be used as command line parameters. When the
Substitutions action executes, the substitution value is populated with the value from the
record in violation.

If no path is supplied for the Executable Name argument, the executable is assumed to be in the
current path of Workflow Policies running on the Siebel Server. For example, your Siebel Server may
be installed on C:siebsrvr. The default path for the executable name would be C:siebsrvrbin.

NOTE: The external program cannot be one that is interactive, requires a user interface, or accesses
the Windows desktop.

Using the Database Operation Program Type
Siebel Business Process Designer has a number of database operation programs already predefined.
All you need to define are the parameters.



The Arguments applet appears if you select a database operation program such as Create
Opportunity Activity in the Actions applet.

Database Operation Arguments and Values
Table 46 shows the arguments and valid values for the Database Operation workflow policy program.

Table 46. Database Operation Workflow Policy Program Type


Name Name of column to be updated.

Required Indicates the argument is required.

Value Updated value of the column.

You can use substitutions in the value if they were defined in the program. The
syntax for adding substitutions to the value is square brackets around the
variable, for example, [SR Num].



About the Recipients Applet
Table 47 describes the fields in the Recipients applet.

Table 47. Recipients Applet Fields


Recipient The possible values are dependent on ■ Send to Employee. Picklist of
Type the workflow policy program selected employees.
for the action. Recipients apply to
■ Send to Position. Picklist of
workflow policy programs that are of
positions.
the Send Email, Send Page, and Send
Message Broadcast type. ■ Send to Contact. Picklist of contacts.
■ Send to Relative. Send to an
individual or group of individuals
(such as a service request owner or
opportunity team member) related to
the Workflow object (such as an
Opportunity or Service Request).

■ Send to Address. Represents a
direct email address for programs that
send email.

Recipient Name of the recipient based on the Contact name, employee name, position,
Name recipient type. or relative of workflow policy object to
send an email, page, or message
broadcast.

NOTE: Messages are sent based on
position. When choosing an employee as
the recipient, note that if multiple
employees occupy the same position, the
message is sent to all of them, even
though you are only choosing one
employee as the recipient.

The Send to Relative recipient type sends an email or page to an individual or position associated
with the current record. For example, you can send an email to the primary sales representative of
an opportunity (when all the conditions of the policy are met).

Send to Relative is also used when you wish to configure a custom Send to <xxxx> recipient.
Because you must use one of the Recipient Type choices in the picklist (Send to Employee, Position,
Contact, or Relative), you use Send to Relative to define a custom recipient type.

NOTE: Email Manager does not send email to the same recipient twice for the same action. If it
detects that an email has already been sent to a specific email address, another one is not sent. If
the Send to Relative type returns more than one recipient, each recipient is sent an email as long as
each email address is unique.



The Send to Position recipient type allows you to send to the primary employee of this position
without having to know the name of the person (the employee must be ACTIVE). The Send to Contact
recipient type allows you to pick any available contact in the Siebel system.

NOTE: The only time the Action Recipients applet is available is when a Send Email, Send Page, or
Send Message Broadcast program is selected in the Actions applet.

Creating a Workflow Policy Action
The procedure for creating a workflow policy action is described below. Examples of creating
workflow policy actions for specific workflow policy programs follow the procedure.

To create a workflow policy action
Process > Actions.

2 In the Actions applet, click New Record from the applet-level menu and enter the name of the
workflow policy action. This name is the one that appears in the Actions Applet of the Workflow
Policies Policies view.

3 Pick a workflow policy program type from the picklist in the Program field.

4 Select a workflow policy object, if applicable, from the picklist in the Workflow Object field. If you
specify a workflow policy object, this action appears only on the Actions Applet of the Workflow
Policies Policies view for policies associated with this workflow policy object.

5 Enter a description of the purpose of the action in the Comments field.

6 In the Arguments applet, pick one or more of the arguments and enter the appropriate value.
The available arguments change according to the workflow policy program type you select in
Step 2.

NOTE: See “About the Arguments Applet in the Workflow Policies Action View” on page 211 for a
description of the Argument applet for the specific workflow policy program types.

7 If the workflow policy program is either Send Email, Send Page, or Send Message Broadcast,
enter the recipients of the action in the Recipient applet.

NOTE: You cannot execute a business service from a Workflow Policy Action.

Examples of Workflow Policy Actions
The following are several examples of workflow policy actions for specific situations. You can use
these examples as the basis for creating your own workflow policy actions.

■ “Example of a Workflow Policy Action: Creating a Send Page Action” on page 219

■ “Example of a Workflow Policy Action: Creating a Send Email Action with a Repeating Message” on
page 220

■ “Example of a Workflow Policy Action: Creating a Send Message Broadcast Action” on page 221

■ “Example of a Workflow Policy Action: Creating a Database Operation Action” on page 222



■ “Example of a Workflow Policy Action: Creating a Run External Program Action” on page 222

Example of a Workflow Policy Action: Creating a Send
Page Action
You may want a page sent to the support manager whenever a service request priority becomes very
high and the service request is not assigned to anyone. Use the following procedure to define a
workflow policy action for this situation.

To send a page whenever a service request is set to the highest value
1 In the Workflow Policies Actions view, fill in the Actions applet fields as follows:

a Create a new record in the Actions applet and enter the name of the action:

Page Support Manager when SR request changes

b Select a predefined workflow policy program from the Program field picklist:

Send SR Page

c Select a predefined workflow policy object from the Workflow Object field picklist.

Service Request

NOTE: The workflow object field fills in automatically only when a workflow policy object is
specified in the workflow policy program being selected. You pick a workflow policy object from
the picklist when it does not automatically fill in.

2 Fill in the Send Page Arguments applet.

a Select dynamic fields from Available Substitutions.
b Enter text and dynamic fields in the Alpha Message Template:

The [SR Status] of [SR Number] has changed.

You use the Numeric Message Template for numeric paging and the Alphanumeric Message
Template for alphanumeric paging. The type of paging to use is indicated by the pager type
in the employee table.

3 Fill in the Recipients applet.

a Select a predefined recipient type from the Recipient Type field picklist:

Send to Position

b Select Recipient Name from the Recipient Name picklist:

Support Manager

This action is now available to use in a workflow policy.



Email Action with a Repeating Message
In this example, the vice president of sales wants to be notified only after a specific number of deals
fail to close. Because this action will be used with a workflow policy that uses the Batch feature, you
will need to enter relevant information in the Repeating Message field of the Send Message
Arguments applet. This is because the recipient receives one email with a consolidated list of the
pertinent information on each of the deals. Without a Repeating Message, the email would be sent
but may not contain meaningful information.

Use the following procedure to define a workflow policy action for this situation.

To send an email with a repeating message
1 In the Workflow Policies Actions view, fill in the Actions applet fields as follows:

a Create a new record in the Actions applet view and enter the name of the action:

Excellent Quality Opportunity


Send Opportunity Email

c Select a predefined workflow policy object from the Workflow Object field picklist:

Opportunity

d Enter text in the Comments field:

Send an email to the VP of Sales when deals aren’t closing

2 Fill in the Send Message Arguments applet.

a Select dynamic fields from Available Substitutions where appropriate.

b Enter text and/or dynamic fields in Subject:
Opportunities not Closing

c Enter text and/or dynamic fields in Message Template:

Meet with [Last User First Name] [Last User Last Name] about
[Opportunity] for [Account]

d Enter text and/or dynamic fields in Repeating Message:

Meet with [Last User First Name] [Last User Last Name] about
[Opportunity] for [Account]


a Select a predefined Recipient Type from the Recipient Type field picklist:

Send To Position

b Select the Recipient Name from the Recipient Name picklist:



VP Sales

When you create the workflow policy for this action, check the Batch field in the Policies applet of
the Workflow Policies Policies view.

Message Broadcast Action
In this example, a service department wants to automate its notification policy for open service
requests when open requests for one agent reach at least 20.

To create a Message Broadcast Action for open service requests
1 In the Workflow Policies Actions view, fill in the Actions applet fields.


Alert Agent of Open SRs


Send SR Message Broadcast


Service Request

2 Complete the Send Message Broadcast Arguments form using message arguments and typing in
static text.

a Enter text in Abstract:

You have over 20 Service Requests.

b Enter text in Message Template:

You have over 20 service requests. Please review your
service request queue.


a Select a predefined Recipient Type from the Recipient Type field picklist:

Send to Relative

b Select the Recipient Name from the Recipient Name picklist:

SR Owner



Example of a Workflow Policy Action: Creating a
Database Operation Action
Two kinds of database operations are possible in Workflow Policies—insert and update. Insert allows
a record to be inserted into a table in the Siebel database. The update database operation allows one
or more columns in an existing record to be changed.

In the following example, a database update occurs when you use Workflow Policies to update the
value of the Priority field to Very High if the Severity is Critical.

To create a Database Operation to update Service Request Priority
1 In the Workflow Policies Actions view, fill in the Actions applet fields.


Update SR Priority to Very High

b Select a predefined workflow policies program from the Program field picklist:

Change SR Priority

2 Fill in the Arguments applet.

a Select from Name picklist:

New Priority

b Select from Value picklist:

1-Critical

Example of a Workflow Policy Action: Creating a Run
External Program Action
In Siebel Workflow you use the action type Run External Program for defining an action that runs an
external program. For example, your company could write a custom executable for calculating the
quality of a new lead coming into the system. You could then call this executable from Siebel
Workflow whenever the parameters for calculating the lead change.

In the first of the following examples, a program named “leadcalc.exe” is in the C:bin directory and
the action is being defined to call and execute this program. The second example provides the
procedure for running external programs on UNIX.

To run an external lead calculation program
1 In the Workflow Policies Actions view, fill in the Actions applet fields as follows.


Run Lead Calculation Program




Run External Program

c Select a predefined workflow policy object from the Workflow Object field picklist.

NOTE: The workflow object field fills in automatically only when a workflow policy object is
specified in the workflow policy program being selected. You pick a workflow policy object from
the picklist when it does not automatically fill in.

2 Fill in the Run External Program Arguments applet.

a Enter the name of the executable:

leadcalc.exe

b Enter any command line parameters.

These are the parameters you want to pass to the executable.

c Select an execute type.

d Select dynamic fields from Available Substitutions.


a Select a predefined recipient type from the Recipient Type field picklist:

Send to Position

b Select Recipient Name from the Recipient Name picklist:

Support Manager

This action is now available to use in a workflow policy.

To run an external program on a UNIX platform
The Run External Program workflow policy program is not supported on UNIX. However, you can use
the following procedure as a workaround.

1 Define a business service that executes an external program.

a From the application-level menu, choose View > Site Map > Business Service Administration >
Business Service Methods.
b Add a new Business Service, for example, Run Program.

c Add a new Method, for example, Run.

d Add a new Method Argument, for example, Program.

e Select Proc: Service_PreInvokeMethod.

f Call Clib.system in the function body, for example:

var program = Inputs.GetProperty (“Program”)
if (program)
{
Clib.system(program);
}



2 Create a workflow process calling the business service created in step 1.

a Add and connect a Start step, a Business Service step, and an End step.

b For the Business Service step, specify Run Program and Run.

c For the input argument for Program, specify the external program you want to run. For example,
/bin/mail hkim@pcs.com </home/users/hkim/letter.txt.

3 Run your workflow process.

Creating Workflow Policy Groups
Workflow policy groups provide a means of identifying policies having similar system requirements.
By grouping policies you can optimize your system, balance system loads, and provide scalability. All
workflow policies must be assigned to a workflow policy group.

You create groups for workflow policies in the Workflow Policies Groups view. The Workflow Policies
Groups view has two applets:

■ Workflow Groups applet. Allows you to create new policy groups and to view and select
previously existing policy groups. Specifying a workflow policy group determines the monitoring
cycle for a workflow policy. Each policy group should contain policies that need to be monitored
within similar time intervals. See “About the Workflow Groups Applet” on page 225.

■ Policies applet. Lists the workflow policies assigned to the selected group. See “About the
Workflow Policies Applet” on page 225.

To create a policy group
Process > Policy Groups.

2 From the applet drop-down menu in the Policy Groups applet, select New Record and enter the
name for the group.

3 (Optional) Enter comments in the Comments field.



About the Workflow Groups Applet
Table 48 describes the fields in the Workflow Groups applet.

Table 48. Workflow Groups Applet Fields

Field Description

Name The name of the workflow policy group. All workflow policies belong to one and
only one policy group.

This name can be no more than 30 characters long.

Comments Any comments describing the purpose or use of the policy group.

About the Workflow Policies Applet
Table 49 describes the fields in the Policies applet of the Workflow Policies Groups view.

Table 49. Policies Applet Fields

Field Description

Name The name of the policy included in the workflow policy group.

Workflow object The workflow policy object for which the policy was created, for
example, Service Request, Opportunity, or Quote.

Activation Date/Time The date and time that the policy was or will be activated. If this field
is null, the policy is activated immediately.

Expiration Date/Time The date and time that the policy expires. If this field is null, the
policy is active indefinitely.

Comments Any comments describing the purpose or use of the policy.

Creating Workflow Policies
After creating your workflow policy actions and workflow policy groups, you are ready to go to the
Workflow Policies view to complete your workflow policy creation.

You create a new workflow policy after you create the policy action and the policy group.

The Workflow Policies view is made up of four applets:

■ Policies List applet. Where you enter and view information about the workflow policy. The entry
applet toggles with a list applet so that you can quickly move between working on an individual
policy and viewing information about several policies or groups of policies. See “About the Policies
List Applet” on page 228.



■ Conditions applet. Where you define or change the conditions for the workflow policy. You can
define as many conditions as necessary. All the conditions for the policy must be met to trigger
the workflow policy action. If you want the policy to be triggered when one or another condition
is true, you must create a separate workflow policy for each condition. See “About the Conditions
Applet” on page 229.
■ Actions applet. Where you enter the name of the previously defined workflow policy action you
want to take place when the conditions of the workflow policy are met. See “About the Actions
Applet” on page 233.

■ Arguments applet. Where you can review the workflow policy action arguments.

To create a Workflow policy
Process > Policies.

2 In the Policies List applet, select New Record from the applet-level menu, create a policy name
and fill in the other applet fields.

3 Fill in the fields in the Conditions applet.

4 Fill in the name of the action you created in the Workflow Policies Actions view and, if necessary,
check the Consolidate field.

NOTE: Workflow policies can not be based on the table S_DOCK_TXN_LOG. The unique index for this
table is TXN_ID, rather than ROW_ID for other standard Siebel tables. Because Workflow uses
ROW_ID to do the comparison and execute actions, it will error out if used against
S_DOCK_TXN_LOG.

NOTE: You cannot execute a Business Service from a Workflow Policy.

Examples of Workflow Policies
The following are examples of workflow policies for specific situations. You can use these examples
as the basis for creating your own workflow policy actions.

■ “Example of a Workflow Policy: Creating a Send Page Workflow Policy” on page 234

■ “Example of a Workflow Policy: Creating a Send Email Workflow Policy” on page 234

NOTE: Workflow policies update the database fields directly through the Data Layer, and do not go
through the Business Object Layer; therefore, any Workflow Processes that include Business
Component events related to the updated fields are not executed.

Using Batch Mode with Workflow Policies
You can create Workflow policies as batch policies by checking the Batch check box in the Policies
applet. When you start Workflow Monitor in batch mode, it checks for policies with the Batch check
box marked. Each policy causes an SQL statement to be issued to identify the specific records that
meet the policy conditions. The records identified are then processed in turn and the appropriate
actions are carried out.



You can use the batch function to consolidate email messages for a designated recipient by checking
the Batch field in the Actions applet in the Workflow Policies Policies view.

If you consolidate email messages, the recipient would receive one email with the information of
multiple actions rather than multiple emails. For example, you can create a workflow policy that
sends an email to the director of sales each time a quote is submitted with a discount over 30%. If
20 sales representatives submit quotes with the 30% discount and the Batch field is checked, the
director of sales receives one email listing the 20 quotes. If the Batch field is not checked, the
director of sales will receive 20 email messages.

NOTE: When creating a batch type workflow policy, the comparison operators IS ADDED, IS
UPDATED, or IS DELETED must be used in conjunction with regular conditions. These comparison
operators are considered special conditions intended for Dynamic mode when triggering rows to look
up regular conditions.



About the Policies List Applet
Table 50 defines the Policies List applet fields.

Table 50. Policies Applet Fields

Field Description

Policy Name The name of the workflow policy.

Workflow The workflow policy object for which the policy was created, for example, Service
Object Request, Activity, or Accounts. This field is required.

Group The workflow policy group to which the policy belongs. Each policy must be
assigned to a workflow policy group.

See the note following this table for information about changing workflow policy
groups.

Comments Any comments about the purpose or use of the policy.

Activation The date and time that the policy was or will be activated. If this field is null, the
Date/Time policy is activated immediately.

Expiration The date and time that the policy expires. If this field is null, the policy is active
Date/Time indefinitely.

Duration The duration fields specify how long in days, hours, or minutes all conditions
must be true for the workflow policy to be executed.

This field is ignored if the policy is run in batch mode.

Created By The login name of the person who created the workflow policy. The information
in this field is automatically filled. Read-Only.

Created On The date and time the workflow policy was created. The information in this field
is supplied for you. Read-Only.

Quantity The number of records that meet the policy conditions before the policy action
executes. If you do not specify a quantity, Siebel Workflow assumes a quantity
of 1. Quantity allows policy administrators to create conditions that are based on
a number of records that meet the policy conditions. For example, an
administrator may create a workflow policy that sends a message broadcast
when 20 or more critical service requests are open.

Batch When Batch is checked, this indicates that this policy should evaluate all records
that potentially meet the conditions of the policy. The Workflow Monitor Agent
scans all records using the conditions of the policy to find the matches.

When this field is checked, run Workflow Monitor Agent with the Batch Mode flag
set to TRUE.

The default is unchecked.

NOTE: Before you can move a Workflow Policy from one group to another group, all requests



associated with that Workflow Policy must complete. If a Workflow Policy’s group is changed while
associated requests are pending, the Workflow Monitor Agent will fail with the error Rule Not Found.
If this occurs, restore the Workflow Policy to its original group, wait for the requests to complete,
and then proceed with the change.

About the Conditions Applet
Table 51 defines the Conditions applet fields in the Workflow Policies Policies view.

Table 51. Workflow Policy Conditions Applet Fields

Field Description

Field The workflow policy component column in the workflow policy object on which
the workflow policy condition is based, for example, service request priority or
service request open date. Select the workflow policy column instance from the
picklist for the field. This field is required.

Comparison The comparison to make between a workflow policy agent’s column value and
the value you specify, for example, equals (=) or greater than (>). Select the
comparison from the picklist for the field. This field is required. For more
information, refer to “Using Comparison Values in the Conditions Applet.”

Value The value to compare to the workflow policy column value instance, for example,
not started or very high. This field is required except when the Comparison field
has a value of Is Null, Is Not Null, Is Updated, Is Deleted, or Is Added. For more
information, refer to “Using Comparison Values in the Conditions Applet” and
“Entering Date Calculations” on page 233.

Using Comparison Values in the Conditions Applet
You use comparison values in the Operation field. The field exposes the Workflow policy component
column for monitoring.

Standard Comparisons
The Comparison field supports <, >, <>, >=, <=, =, LIKE, IN, NOT IN, BETWEEN, IS NULL, and IS
NOT NULL operators. An ‘AND’ is implied between multiple conditions defined using these comparison
values. ‘AND’ means that all conditions must be met before the action occurs.



When you specify values for the comparison operands LIKE, IN, NOT IN, and BETWEEN in the Value
field of the Conditions applet of the Workflow Policies Policies view, it must be in a form that the
underlying database expects. IN, NOT IN, and BETWEEN require you to enter the database specific
format for the field being examined, for example, IN (‘a’, ‘b’, ‘c’) or IN (1, 2, 3, 4) and BETWEEN ‘A’
and ‘M’ or BETWEEN 1 and 10.

NOTE: It is up to the policy creator to make sure the syntax is correct. Siebel Business Process
Designer only passes the BETWEEN clause to the database. It does not verify syntax, except for date
and time. For date and time fields, Siebel Business Process Designer converts the date and time
columns to the format of month/day/year, hour:minute:second.

LIKE and NOT LIKE allow you to use wildcards, for example, LIKE Smith% or NOT LIKE Sm%th%.

Table 52 shows comparison values for a typical database (your specific database syntax requirements
may vary). Note that when using LIKE, IN, NOT IN, or BETWEEN with character fields, you use single
quotes around the value. In addition, when using IN or NOT IN, you must place the value within
parentheses.

Table 52. Comparisons for a Typical Database

Comparison Value

< 5

> 5

<> 5

>= 5

<= 5

= A

LIKE Abc%

IN (1, 2, 3)
NOT IN (‘A’, ‘B’, ‘C’)

BETWEEN 1 and 2
BETWEEN ‘A’ and ‘B’

NOTE: On an MS SQL Server database, when you create a workflow policy condition on a LONG
column, the available comparisons are IS NULL, IS NOT NULL, LIKE, and NOT LIKE.

Specialized Comparisons
The Comparison field also supports the specialized operators IS ADDED, IS UPDATED, and IS
DELETED.

The following comparisons work at the workflow policy component level. They do not operate at the
field level.



■ IS ADDED. If a new row is added for this workflow policy component, then trigger this workflow
policy to be examined.

NOTE: If used in conjunction with standard comparisons, IS ADDED can be triggered when a
record is updated.

■ IS DELETED. If a row is deleted from this workflow policy component, then trigger this workflow
policy to be examined.

The following comparison operates at the field level. To monitor if a field within the workflow policy
component was modified, use the field that is named after the workflow policy component.

■ IS UPDATED. If the field’s value has changed, either by adding a new record with the specific
field or by modifying the field in an existing record, then trigger this policy to be examined. To
monitor if any field for a particular table was updated, use the workflow policy component column
that represents the LAST_UPD column for that table.

The IS operators serve as a starting point for the examination of the workflow policy.

NOTE: When creating a batch type workflow policy, the comparison operators IS ADDED, IS
UPDATED, or IS DELETED must be used in conjunction with regular conditions. These comparison
operators are considered special conditions intended for Dynamic mode when triggering rows to look
up regular conditions.



Table 53 describes the specialized comparisons for all database platforms that can be used in creating
workflow conditions.

Table 53. Specialized Comparisons

Comparison Value

IS ADDED Use IS ADDED with a workflow policy component column specified in the
Condition field and nothing specified in the Condition value. The condition is met
when an instance of the workflow policy component is added.

For example, if the Service Request policy component column is selected in the
Condition field and IS ADDED is selected in the comparison, the condition will be
met when you create a new service request.

IS UPDATED Use IS UPDATED with any field specified in the Condition field and nothing
specified in the Condition value. The condition is met when the field changes.

For example, if service request status is specified in the Condition field and IS
UPDATED is selected in the comparison, the condition is met when the Service
Request status changes.

IS DELETED Use IS DELETED when you specify a child workflow policy component in the
Condition field, and nothing is specified in the Condition value. A child workflow
policy component is a workflow policy component that is associated with a major
entity in Siebel (a parent workflow policy component). For example, a parent
workflow policy component might be Service Request. A child workflow policy
component might be Service Request Activity. If IS DELETED is used in
conjunction with other conditions, the other conditions must be based on the
parent workflow policy component.

For example, you may want to notify a service request owner if an activity is
deleted from a service request that has a sub-status of In Process. The policy
would be based on the Service Request Workflow policy object. The first condition
would be field = Activity Component, comparison = IS DELETED, value = blank.
The second condition would be field = Service Request sub-status, Comparison
= ‘=’, value = In Process. The action is to send an email to the SR owner.

NOTE: ‘OR’ is implied between conditions defined using these specialized comparison values, where
‘OR’ means that one or more of the conditions must be met before the action occurs. An ‘AND’ is
implied between conditions using standard comparisons and conditions using specialized
comparisons.

For example, you may want a service representative to receive an email when an open service
request has an activity added to it. You would then create a policy that has conditions Service
Request Status = ‘Open’, Service Request Activity Component IS ADDED.



Entering Date Calculations
Workflow Monitor considers both date and time when evaluating Workflow Policy conditions that
perform a date comparison. CURRENT can be used when entering a value for a date comparison. The
format for using CURRENT is CURRENT +/- d:h:m where “d” is day, “h” is hours, and “m” is minutes.
You can use CURRENT in the comparison value for date fields. You can also use CURRENT when you
specify the activation and expiration dates for a message broadcast action.

About the Actions Applet
Table 54 defines the Actions applet fields on the Workflow Policies Policies view.

Table 54. Actions Applet Fields

Field Description

Action The name of the action.

Sequence The sequence of the action relative to other actions. This field is required.

Contact Last The last name of a contact when the recipient of the action is a contact in the
Name database.

Contact First The first name of a contact when the recipient of the action is a contact in the
Name database.

Employee The login name of an employee when the recipient of the action is an employee.
Login

Position The position of an employee when the recipient of the action is a position.

Relative The relative type when the recipient of the action is determined by the workflow
object, for example, service request owner.

Consolidate Consolidates the action to one instance if more than one record meets all the
Flag conditions of the workflow policy during the same action interval.

Default is FALSE.

The consolidate flag is unavailable with actions that send pages.

Many of the choices in the fields in the Workflow Policies Policies view are predefined in other Siebel
Business Process Designer views, either in Siebel Client or in Siebel Tools. You can modify the
predefined choices or create new choices for these fields. These choices show up as a picklist in the
Workflow Policies Policies view applets.



Example of a Workflow Policy: Creating a Send Page
Workflow Policy
In this situation, the support manager wants a page sent whenever a service request priority
becomes Very High and no one has been assigned to the service request. The Send Page action has
already been created; now you must create the workflow policy to implement the workflow policy
action.

To create a Send Page Workflow policy
Process > Policies.

2 In the Policies List applet, select New Record from the applet-level menu.

3 Fill in the Policies applet as follows:

a Name: Page support manager

b Workflow Object: Service Request

c Policy Group: High Frequency

d Duration: 2 hours

4 Fill in the Conditions applet:

a Service Request Priority = Very High

b Service Request Owner IS NULL

5 Fill in the Actions applet with the name of the appropriate Send Page action.

Example of a Workflow Policy: Creating a Send Email
Workflow Policy
In this situation, the vice president of sales wants to be notified when the number of deals that are
not closed reaches a designated level. In this case, you have already created an workflow policy
action that batches information on the deals and sends an email message containing information on
the number of deals you designated.

To create a Send Email Workflow policy
Process > Policies.

2 In the Policies List applet, select New Record from the applet-level menu.

3 Fill in the Policies applet as follows:

a Name: Very High Value Opportunity

b Workflow Object: Opportunity


Workflow Policies ■ About Customizing Workflow Policies with Siebel Tools

c Policy Group: Medium Frequency

d Quantity: 5

e Comments: Reminder to talk to the sales rep on opportunities nearing closure >
$400,000, but low probability

f Batch: checked

NOTE: You do not need to fill in the Quantity field to have a repeating message.

4 Fill in the Conditions applet with the following:

Field Comparison Value

Forecast Probability <= 50

Forecast Revenue > 400000

5 Fill in the Actions applet.

a Enter the Action name with the appropriate workflow policy action:

Excellent Quality Opportunity

b Check the Consolidate field.

The Send Message Arguments fills in automatically with the information from the defined workflow
policy action.

NOTE: To make sure that the email action works properly, you can restart the Workflow Policy
Monitor and Workflow Policy Action agents and set the Workflow Policy Action parameter Sleep to at
least 5 minutes. This makes sure that your email lists all the opportunities meeting the conditions of
the workflow policy. If the Workflow Policy Action agent runs too fast, then there will be an individual
email each time the conditions of the workflow policy are met. Starting the server processes is
discussed in “About Workflow Policies Server Administration” on page 263

About Customizing Workflow Policies
with Siebel Tools
This section describes how to customize workflow policies with Siebel Tools.

“Siebel Tools and Workflow Policies” on page 236

“Siebel Tools Definitions in the Workflow Policies Views” on page 237



Siebel Tools and Workflow Policies
Using Siebel Tools, you can define new workflow policy objects and modify existing workflow policy
objects to meet your business needs. A brief discussion of basic Siebel Tools concepts is provided
here as they relate to Workflow Policies. For a complete discussion of Siebel Tools, see Using Siebel
Tools and Configuring Siebel Business Applications.

NOTE: When you use Siebel Tools to modify or create workflow policy objects on your local system,
the changes are not available on the server until they are applied to the server.

Siebel Tools consists of an Object Explorer window and one or more Object List Editor windows.
Figure 15 on page 63 shows the Object Explorer and Object List Editor window. The Object List Editor
window lists object definitions for each object type and allows you to edit object type properties. The
Object Explorer provides navigation between each group of object definitions of a particular
object type.

Object type is an entity that is displayed as a node on the Object Explorer. An object type is the
template from which object definitions are created and have a predefined set of properties. Workflow
policy programs, workflow policy columns, and workflow policy objects are all object types.

An object definition implements one piece of the software such as Service Request or Contact. This
object definition consists of properties. Properties are characteristics of the software that the object
definition implements. For example, the properties of workflow policy column (object type) Service
Request Severity (object definition) include Name (Service Request Severity), Table Name, Picklist,
and so on.

NOTE: Workflow policy objects are not included in the Object Explorer by default. Click View >
Options > Object Explorer to add the workflow policy objects to the Object Explorer view.

Properties correspond to the columns in Object List Editor windows. The information entered under
the columns is values. You can also use the Properties window to edit the properties of the currently
selected object definition in an Object List Editor window by changing the values in the columns. You
may change the property values in an object definition but not the set of properties to which values
are assigned.



Object type definitions have a specific set of properties, as discussed above. They also have
hierarchical relationships with other definitions called parent-child. The arrangement of folder icons
in the Object Explorer is hierarchical (in the Types view). An object type (folder) beneath and slightly
to the right of another is the child object type of the one it is below. The one above the child object
type is the child’s parent object type. Figure 25 shows parent-child relationships in the Object
Explorer. A parent object type can have multiple child object types.

Parent-child relationship between
Program and Program Argument

Parent-child relationship between
Workflow Object, Workflow Component,
and Workflow Component Column

Figure 25. Parent-Child Object Type Relationships in the Object Explorer

Siebel Workflow Policies accesses the following object types to create workflow policies, workflow
actions, and workflow conditions:

■ Workflow policy program

■ Workflow policy program arguments

■ Workflow policy column

■ Workflow policy object

■ Workflow policy component

■ Workflow component column

Workflow policy programs and program arguments must be created and defined in Siebel Tools for
use by workflow policies in the Workflow Policies Action view. Workflow policy objects, workflow
policy components, workflow policy component columns, and workflow policy columns must be
created and defined in Siebel Tools for use by workflow polices in the Workflow Policies Policies view.

Siebel Tools Definitions in the Workflow Policies Views
The Workflow objects that were defined in Siebel Tools are displayed in Workflow Policies in the
Workflow Object picklist in the Workflow Policies view.

The workflow policy component columns defined in Siebel Tools are available to Workflow Policies
views. The workflow policy component columns in Siebel Tools are exposed in Workflow Policies in
the Condition Field picklist in the Workflow Policies view.



The policy programs defined in Siebel Tools are available in Workflow Policies views. The policy
programs in Siebel Tools are exposed in Workflow Policies in the Program Field picklist in the
Workflow Policy Actions view.

You use Siebel Tools to configure or create custom workflow policy objects and custom policy
programs. The use of Siebel Tools is described in Using Siebel Tools. Only information specific to
Workflow Policies is described in this document.

About Workflow Policy Objects
Although Siebel Tools includes many of the workflow policy components you need for workflow policy
creation, you can reconfigure entities in Siebel Tools to meet the full range of your business needs.

Workflow policy objects provide the context in which Workflow Policies operate. The workflow policy
object, through its workflow policy components, defines the set of tables and columns that can be
monitored by a policy and how each table in the workflow policy object relates to the other tables.
This collection of columns and the relationships between the tables of the workflow policy object
represent the entity within Siebel Tools that you would like to monitor.

Workflow policy objects comprise:

■ Workflow policy components. Defines the Siebel database tables that you can monitor.
Workflow policy components define the relationships between the primary workflow policy
component and all other policy components of a workflow policy object.

■ Workflow policy component columns. Defines the columns in the Siebel database table that
you can monitor. You expose these columns for monitoring when you define workflow policy
conditions for a workflow policy.

Siebel Tools includes many of the workflow policy objects for common business needs such as
Opportunity, Service Request, and Contact. You may find that you need to reconfigure existing
workflow policy objects or create custom workflow policy objects to meet your specific business
needs.

CAUTION: Do not try to monitor Enterprise Integration Manager (EIM) table columns. To recognize
EIM tables, look for table names that begin with EIM_ or end with _IF.

Creating a Workflow Policy Object
Creating a workflow policy object consists of four main steps:

■ Defining the workflow policy columns. See “Defining a Workflow Policy Column” on page 245.

■ Defining the workflow policy components. See “Defining a Workflow Policy Component” on
page 246.

■ Defining the workflow policy object. See “Defining a Workflow Policy Object” on page 246.

■ Associating the workflow policy column with the workflow policy component. See “Associating a
Column with a Workflow Policy Component” on page 248.



About the Relationship Between Workflow Policy Components
Figure 26 shows the entity relationship diagram for four Service Request Workflow Policy
components. The diagram shows each of the components, their relationship to one another, and
which columns are of interest. Service Request is the primary workflow policy component, and the
other three components are joined directly or indirectly to it.

Figure 26. Relationships of Workflow Policy Objects and Workflow Policy Component

Relationship Between Workflow Policy Object and Workflow Policy
Component
If the Service Request has the primary field checked, then it is the primary component. All the other
components in the list are the nonprimary components of the Service Request workflow policy object.

Workflow Policies and the Siebel Tools Views
This section discusses the following Siebel Tools views:

■ Workflow Policy Column List view. Displays a list of the available workflow policy columns.
You must activate extension columns in Siebel Tools in order to make them available for use in
workflow database operations. See “About the Workflow Policy Column List View” on page 240.

■ Workflow Policy Object List view. Displays a list of the available workflow policy objects. See
“About the Workflow Policy Object List View” on page 242.



■ Workflow Policy Component List view. Displays a list of all workflow policy components for
the selected workflow policy object. This view shows both the primary policy component and any
nonprimary policy components and how each of the policy components is related. See “About the
Workflow Policy Component List View” on page 242.

■ Workflow Policy Component Columns List view. Displays a list of all the policy columns that
can be monitored from the selected workflow policy component. See “About the Workflow Policy
Component Columns View” on page 244.

About the Workflow Policy Column List View
Table 55 describes the fields in the Workflow Policy Columns List view.

Table 55. Workflow Policy Columns Applet Fields

Field Description Comments

Name The name of the workflow policy A descriptive name that is
column. This is the default name that
appears in the Conditions applet on
strategy.
■ Meaningful to the policy maker.

■ Descriptive of how the column is used.

Changed The identifier for whether the record A check mark or a blank value.
was added or edited.

Project The project the workflow policy A project from the picklist of projects you
column belongs to. The project must currently have checked out.
be locked by you before you can
modify the column.

Table The name of the Siebel database A table name from the picklist of all Siebel
Name table that contains the column. database tables.

Column The name of the column in the Siebel A database column on the database table
Name table. specified in Table Name.

Picklist This is the picklist that is used when A picklist defined in the repository. The
selecting a comparison value for the column selected would have a
column in the Workflow Policies corresponding Business Component field. If
Policies view. the corresponding Business Component
field has a picklist defined, the picklist
should be entered here. For more
information on picklists, see Configuring
Siebel Business Applications.

Source The field in the business component A Business Component field name from the
Field of the picklist that is the source of the picklist specified in the Picklist field.
comparison value.



Table 55. Workflow Policy Columns Applet Fields


Applet Pick applet used to display the picklist An applet chosen from the picklist. Only Pick
in the Workflow Policies view. applets should be selected.

Inactive Determines if this column is active or A check mark indicates this is inactive and
inactive. If column is inactive, the is not compiled or accessible.
column is not compiled when you
compile your .srf and is not accessible
by any object.

Comments Comments describing the purpose or Any text.
use of column.

Configuring a Workflow Condition Based on a Foreign
Key
You can configure a workflow condition that is based on a foreign key that exists in the primary table
of the workflow object. For example, SOPTY.CURR_STG_ID, where S_OPTY is the primary table of
the Opportunity workflow object, and CURR_STG_ID is a foreign key from S_STG.NAME.

To configure a workflow condition based on a foreign key existing on the primary
table
1 Create a new Workflow policy column, S_STG.NAME.

2 Make sure CURR_STG_ID is added under the Opportunity workflow component.

3 Create a new workflow component in the Opportunity workflow object based on S_STG table:

■ Name = your choice
■ Source Table Name = S_STG

■ Source Column Name = ROW_ID

■ Target Component Name = Opportunity

■ Target Column Name = CURR_STG_ID

4 Add the new workflow column S_STG.NAME (from Step 1) to the new workflow component.

You can now create a workflow condition that is based on the new workflow column.



About the Workflow Policy Object List View
Table 56 describes the properties for a workflow policy object.

Table 56. Workflow Policy Object Properties Fields


Name The name of the workflow policy A descriptive name that is:
object.
strategy.


Changed The identifier for whether the A check mark indicates the record has been
record has been added or edited. added or edited.

Inactive Indicates if the object is active or A check mark indicates this field is inactive
inactive. and will not be compiled or accessible.

If object is inactive, the object is not compiled
when you compile your .srf and is not
accessible by any other object or policy.

Comments Comments relating to the Descriptive text.
workflow policy object.

Project The project name. Defined in the project picklist.

About the Workflow Policy Component List View
A workflow policy component is a logical mapping of a database table. Figure 27 on page 243 shows
the Workflow Policy Component list view. Except for the primary workflow policy component, each
workflow policy component defines a relationship to another workflow policy component. This
relationship is defined by specifying a source policy column and a target policy column. The source
and target columns on a workflow policy component identify foreign key relationships between the
tables.

A primary workflow policy component is a workflow policy component that all other workflow policy
components are directly or indirectly related to. From these workflow policy components, the
workflow policy columns that are available for monitoring in the workflow policy can be defined.



To define a workflow policy object and its components, you should be familiar with the Siebel Data
Model and Siebel Data Model Reference. Siebel Data Model Reference describes the tables and how
the tables are related.

Figure 27. Workflow Policy Component List View

Table 57 describes all of the properties of a workflow policy component.

Table 57. Workflow Policy Component Properties Fields


Name Name of the workflow policy A descriptive name that is:
component.
naming strategy.


Changed Indicates whether the record has A check mark indicates the record
been added or edited. has been added or edited.

Primary Indicates whether this workflow A check mark indicates this is the
policy component is primary for the primary workflow component.
workflow policy object selected in the
Note: Each workflow policy object
workflow Object applet.
must have only one primary
workflow policy component.



Table 57. Workflow Policy Component Properties Fields


Source Table Name The table that the workflow policy A table name from the picklist.
component is based on.

Source Column The column in the source table that A picklist of columns from the table
Name relates to another workflow policy specified in the Source Table Name
component. field. (Not required for the primary
workflow policy component.)

Target Component The target workflow policy component A table name from the picklist. (Not
Name that this workflow policy component required for the primary workflow
is related to. policy component.)

Target Column The column in the target workflow A picklist of columns from the
Name policy component that the source workflow policy component
column in this workflow policy specified in the Target Component
component is joined to. Name field. (Not required for the
primary workflow policy
component.)

Inactive Indicates if the component is active or A check mark indicates this field is
inactive. inactive and is not compiled or
accessible.

If the component is inactive, it is
not compiled when you compile
your .srf and is not accessible by
any policy.

Comments Any comments for the workflow policy Descriptive text.
component.

About the Workflow Policy Component Columns View
This view displays a list of columns that can be monitored from the selected workflow policy
component. To navigate to workflow policy component columns, choose Workflow Policy Object >
Workflow Policy Component > Workflow Policy component column. The Workflow Policy Component
Column view lists all the columns available for monitoring.



Table 58 describes the workflow policy component columns values.

Table 58. Workflow Policy Component Columns Properties Fields

Field Description Comment

Workflow Column The name of the column defined A picklist of all columns that were defined
Name in the workflow Policy Component in the Workflow Policy Column view for the
Column view. table that the workflow policy component
is based on.

Alias The name of the column as it The default is the workflow policy column
appears in the Conditions Field name.
picklist in the Workflow Policies
■ A descriptive name that is:
Policies view.
strategy.


■ Descriptive of how the column is used.

Changed Indicates whether the record was A check mark indicates that the record
added or edited. has changed.

Defining a Workflow Policy Column
Before you can add a workflow policy column to a workflow policy component, you must define the
workflow policy column in the Workflow Policy Column List view.

The procedure has two basic parts. First, you need to identify the business object, business
component, and applet that will use the new workflow policy column. Second, you create the new
workflow policy column.

To add a new policy column
1 Start Siebel with /x.

2 In Siebel Client, navigate to the view that will use the new policy column, for example, the
Account > Activities view.

3 Pull down Help > About View.

A dialog box appears identifying the business object, business components, and applets the view
uses. Make note of this information.

4 In Siebel Tools, select the Business Component identified in step 3 from the Object Explorer and
scroll to the Table field.

This Table field identifies the Siebel database table that this business component represents.
Make note of this information.

5 In Siebel Tools, select Workflow Policy Column from the Object Explorer.



6 Navigate to Edit >New Record.

7 Fill in the rest of the fields in the Workflow Policy Columns view with the values you found in
previous steps.

NOTE: The table name/column name combination must be unique. You are not allowed to add a
record if your table name/column name combination has already been defined in another record.

Defining a Workflow Policy Component

To define a workflow policy component
1 In Siebel Tools, select Workflow Policy Object, then select Account. Then, expand the Object
Explorer field Workflow Policy Object to Workflow Policy Component.

2 Create a new record and enter a name for the new policy component.

3 Enter the source table name for the policy component.

4 Set the source policy column name.

This determines the relationship between this policy component and the primary policy
component.

5 Determine the relationship between this policy component and the primary policy component.

Next, you need to identify the set of columns from this workflow policy component that you would
like to monitor. To do this in Siebel Tools, navigate to Workflow Policy Object > Workflow Policy
Component > Workflow Policy Component Column and Workflow Policy Column view. Here you need
to identify the column in the predefined workflow policy columns that has an activity assigned to it
but is not currently exposed in the Workflow Policy Component Column view.

Defining a Workflow Policy Object
A workflow policy object is defined by its parent-child relationship to workflow policy components
and workflow policy component columns. A workflow policy object is a collection of workflow policy
components. Each workflow policy object has one and only one primary workflow policy component.
All the other workflow policy components of a workflow policy object are related to the primary
workflow policy component, either directly or indirectly. A workflow policy component defines a
database table that includes those columns you would like to monitor. Workflow policy component
relationships are based on their corresponding table relationships. A workflow policy component
column is the specific column that is available for monitoring.

Each of these workflow policy components can expose any number of workflow policy component
columns. In the Siebel Tools Object Explorer, a workflow policy component column is a child object
of a workflow policy component, which is a child object of a workflow policy object.

Follow these steps when you need to create a new workflow policy object.



To define a new workflow policy object
1 Open Siebel Tools and go to the Workflow Policy Object view.

2 Select the Workflow Policy Object applet.

3 Navigate to Edit >New Record and a row for a new record appears. Add the information for the
new record in the appropriate fields.

4 Select the Workflow Policy Components applet. Add your primary workflow policy component and
designate it as primary in the Primary field.

CAUTION: You can have one, and only one, primary workflow policy component.

5 Add more workflow policy components and correctly define relationships to your primary
workflow policy component.

6 Select the Workflow Component Columns applet. Add your workflow policy component columns
for each of your workflow policy components.

Modifying Policy Column Names
Each business uses specialized terminology that clearly defines conditions within that organization.
You can easily change the names of columns using the Alias column in the Workflow Component
Column applet.

NOTE: The fields that appear in the Conditions applet in the Workflow Policies view are called
workflow policy component columns in Siebel Tools. The Column Instances available in the picklist in
the Workflow Policies view are names from the Alias field in the Workflow Component Column applet.

To change a policy column name
1 Open Siebel Tools and go to the Workflow Policy Component Column view.

2 Select the Alias field in the Workflow Component Column applet for the condition you want to
change.

3 Type in the new name.

Adding Policy Columns to a Workflow Policy Object
If you are creating a new workflow policy object or if you want to add new columns to an existing
workflow policy object, you must first verify that the column is available in the Workflow Policy
Columns applet in the Workflow Policy Column view. If the column is not listed, you need to add the
column in the Workflow Policy Column view before you perform the following steps.

To add a column to a workflow policy object
1 Open Siebel Tools and select the Types tab in Object Explorer.



2 From Object Explorer, select the workflow policy object for the new column and then the workflow
policy component under that object.

3 In the Workflow Policy Component Column applet, navigate to Edit > Add Record and add the
information for the new record in the appropriate fields.

You should see a list of workflow policy columns that were defined for the database table that
the workflow policy component is based on.

Associating a Column with a Workflow Policy
Component
This topic describes how to associate a column with a workflow policy component.

To associate a column with a workflow policy component
1 In Siebel Tools, from Object Explorer navigate to Workflow Policy Object and select Account. Then
navigate to Workflow Policy Component > Workflow Policy Component Column, with Activities
selected in Workflow Policy Component.

2 Create a new record in the Workflow Policy Component Column applet.

3 In the Workflow Policy Column Name field, click on the picklist to see the current set of columns
available from this workflow policy component’s database table.

4 Select each workflow policy column you would like to monitor.

5 Change Display Name to match your business needs as appropriate.

Note that if the workflow policy component column that you would like to monitor is not in the
list, you must first define it under the Workflow Policy Column Explorer view.

About the Validate Tool in Siebel Tools
Siebel Tools provides a Validate Tool that allows you to check for high-level errors in new workflow
policy objects or columns. To bring up the menu with Validate, right-click your mouse.

Selecting Validate brings up the Validate screen. Clicking the Start button runs the validation process
and returns information either as a caution or as error messages that appear in the Details box.

Modifying an Existing Workflow Policy Object
When defining the types of workflow policies you need to operate your business, you may find that
the predefined workflow policy objects do not contain the policy components you need. Use the
procedural steps in this section as a general guideline for modifying a workflow policy object.

Before modifying a workflow policy object:



■ Find out the name of its database table and column names. If you are going to add or modify a
component, you need to know the relationship between the component and the primary workflow
policy component.

■ Make sure you do not have other records referencing this object that may be affected by your
change. For example, before inactivating a component column, verify that no policy conditions
are referencing the component column.

To determine a database table
1 Start Siebel by entering the following from the command line:

C:Siebelbinsiebel.exe /x

2 In Siebel Client, navigate to the appropriate workflow policy object view. This is the view that
contains the business data you want to monitor.

For example, if you need to modify the workflow for an account activity, you would navigate to
the Account > Activities view.

3 Choose Help > About View.

About View identifies the Business object, Business components, and applets this view uses.

In the case of the Account Activities view, the dialog box identifies Action as the business
component used by the Activities applet.

4 In Siebel Tools, select Business Component in the Object Explorer and find the appropriate
component name.

5 Select the component (for example, Action) and find the table name. In the illustration above,
the table name is S_EVT_ACT.

You use this table name when you create a workflow policy component.



To determine the relationship between a component and the primary workflow
policy component
1 In Siebel Client, navigate to the appropriate workflow policy object view.

2 Choose Help > About View.

3 Find the business component for the appropriate applet and the business object this view uses.

4 In Siebel Tools, select Business Object in the Object Explorer and search for the business
component object name you noted in Step 3 on page 250.

5 In Object Explorer, expand Business Object to Business Object Component and select the
appropriate Business Object Component.

The attribute in the Link field identifies the link defining the relationship between the account
and action business components.

6 In Object Explorer, select Link and find the applet/object link. The illustration below shows the
Account/Action Link selected.

This Link defines the relationship between the parent Business Component and the child Business
Component through the Source field and Destination field.

A blank Source field indicates that the join is using the ROW_ID column of the parent business
component.

The Destination field is the field within the child business component that is a foreign key to the
Business Component.

7 In Object Explorer, select Business Component, then select the appropriate component name.



8 Expand the Business Component to Field. Select the appropriate field and find the Column
attribute.

In the illustration below, Account ID is the field and TARGET_OU_ID is the Column attribute.

The column indicates which column within the table this field represents. You use this information
when you define the workflow policy component.

About Workflow Policy Programs
Workflow policies use workflow policy actions based on the workflow policy programs that are
predefined in Siebel Tools. (See “Predefined Programs” on page 295 for a complete list.) To meet your
business needs, you can also reconfigure workflow policy programs to create new types of workflow
policy actions.

A workflow policy program is a generic event that actions are based on. A workflow policy program
defines the particular action that takes place when the conditions of a workflow policy are met.

There are five types of programs in the Siebel application:

■ Send Message. For more information, see “Send Message Program Arguments” on page 255.

■ Send Page. For more information, see “Send Page Program Arguments” on page 255.

■ External Program. For more information, see “Run External Program Arguments” on page 256.

■ Send Message Broadcast.

■ Database Operation.



About the Program List View
Table 59 describes the Program properties fields.

Table 59. Program Properties

Property Required Description

Name Yes The name of the action to perform. This name is exposed in the
Actions view in the Siebel client.

Changed No Indicates recent modifications.

Project No Name of the project as defined in the project picklist.

Type Yes Select one of the following types from the picklist:

■ DB Operation. Insert or update a database table based on
arguments.

■ External Program. Execute an external program in Windows.

■ Send Message. Compose and send an automatic email
message.

■ Send Page. Send a page to a pager.

■ Send Message Broadcast. Send a message broadcast to a
group of users.

Workflow No Limits use of this program to policies associated with this workflow
object policy object.

Inactive No Checked if program is not active.

Comments No Text to describe the program.

About the Workflow Policy Program Argument List View
Workflow policy program arguments define recipients, database actions, and available substitutions.
Each workflow policy program typically has several program arguments. The argument fields that
display in this view depend on the type of workflow policy program you select. A workflow policy
program argument is a child process of a workflow policy program.



Table 60 shows the Workflow Policy Program Argument properties values.

Table 60. Workflow Policy Program Argument Common Properties

Property Required Description

Applet Optional Picklist applet.

Default Value Optional Text value of a type that depends on the Name of the program
argument—an SQL statement, the text of a message, the email
address of a recipient, and so on.

Maximum length is 2000 characters.

Name Required Identifies the parameter from a predefined list.

Picklist Optional Picklist object.

Required Boolean Value is TRUE or FALSE. Indicates whether or not data entry is
required.

Source Field Optional Picklist Source field.

Visible Boolean Value is TRUE or FALSE. Indicates whether the data supplied by
this argument is displayed.

Inactive Checked if program is not active.

When setting a Default Value for time/date fields, use the following formats:

■ Date Column format: 2001-03-16

■ Time Column format: 19:26:26

■ Date Time Column format: 2001-04-05 21:25:00



Common Workflow Policy Program Argument Values
You can add functionality to workflow policy programs by creating a new workflow policy program
argument record. Workflow policy program arguments determine how the workflow policy program
behaves, including what substitutions are available for a workflow policy program and how the
recipients are defined. Valid values for workflow policy program arguments common to all workflow
policy programs are shown in Table 61.

Table 61. Valid Database Operations Workflow Policy Program Argument Values

Name Description Allowable Default Value

Primary ID The row ID of the violating row that the Should be empty.
Workflow policy program is acting on.

Primary Table The base table to which the action is Any of the tables defined within
applied. The base table can be unrelated to the Siebel business object
the record of the primary ID. Examples repository (as compared to the
include: The violating row is in a child table workflow business object).
and you now want to insert or update a Workflow business objects are
record in the parent table. Tables can also used for monitoring conditions but
be updated that are not related to the are not used in the coding of action
primary ID table. For example, create a programs.
Message Broadcast record when a certain
monitored condition in the Opportunity
record is true.

Update Row ID The row ID of a table other than the primary The row ID you want to update.
table of the workflow policy object. You can
associate a workflow policy action with a
workflow policy that updates any table.

This value is used only when the Operation
Type is set to update.

Operation Type What operation to perform—update or Two possible values for DB
insert. Operation: Update or Insert.

Field Name Name of the column in the base table to Allowable values: Text, Variable,
which the operation is performed. Function.

This is one of two field column pairs.

New Row ID For insert operations, this argument is Should be empty.
automatically populated with the row ID of
the row about to be inserted.

Field Name Name must be identical to the Field Name of Actual field name in the base table.
(Column) the first column pair and (Column)
The value can not contain any
appended to the name.
leading spaces.

This is the second of two Column Pairs.



Table 61. Valid Database Operations Workflow Policy Program Argument Values

Name Description Allowable Default Value

Sql Statement Selects additional data from the database to Valid SQL query statement for the
be used as substitutions when the action is RDBMS used (that is, Oracle, MS
performed. SQL, Informix, or Sybase).

Sql Statement Name of the column in the base table on
Inputs which the operation will be performed.

Sql Statement A placeholder for the values selected in the Variable Name.
Outputs SQL Statement argument.

When you run a database operation with Insert as the Operation Type, you can select a Default
Value—New Row ID—as described previously, which provides the value for the ROW_Id field for the
row being inserted.

Send Message Program Arguments
Table 62 describes program arguments specific to the Send Message program.

Table 62. Send Message Program Argument Properties

Name Description Value

Email Message Body of the email message. Any text with available
substitutions.

Email Message Text that is repeated when the Consolidate Any text with available
Repeated feature is used. substitutions.

Email Subject Text in subject line of the email message. Any text.

Send to Contact All contacts available in Siebel.
Send to Position List of the positions available in Siebel.
Send to Employee List of all employees available in Siebel.

Send Page Program Arguments
Table 63 describes the Program Arguments particular to the Send Page program.

Table 63. Send Page Program Argument Properties


Send to Contact All contacts available in Siebel. Picklist of contacts.

Send to Employee List of all employees available in Siebel. Picklist of employees.

Send to Position List of the positions available in Siebel. Picklist of positions.



Table 63. Send Page Program Argument Properties


Send to Relative Send to an individual or group of
individuals related to the Workflow
object.

Alpha Numeric Page Body of the text message. Any text with available
Message substitutions.

Numeric Page Message Body of the numeric message. Any text with available
substitutions.

Run External Program Arguments
Table 64 describes the Program Arguments particular to the Run External Program program.

Table 64. Run External Program Argument Properties


Command Line What parameters to pass to the executable.

Executable Name Full path to the executable to execute.

Executable Type The mode in which the Workflow Action Agent will execute Wait.
the external program.
No wait.

Creating a Workflow Policy Program
A workflow policy program is a generic event that actions are based on. You define a program by
defining the workflow policy event.

CAUTION: Do not rename or change the name of an existing workflow policy program. If you do so,
you will lose all the actions created for the program.

When creating a workflow policy program that inserts new records, you must determine and provide
the minimum field values that constitute a valid record as defined in the repository for the table:

■ Provide values for all required columns. If a default value is defined for a column, that default
value is used on the insert if the program specifies none. For example, S_EVT_ACT has two
required columns: NAME and ROW_STATUS. ROW_STATUS defaults to Y so you do not have to
set a value in the program (although you can).

■ You do not need to provide a value for system-generated columns such as CREATED, CREATED
BY, LAST_UPD, LAST_UPD_BY, ROW_Id, MODIFICTION_NUM, CONFLICT_Id.

For more information, see Siebel Data Model Reference.



Siebel Systems recommends that when you want to define a new workflow policy program that you
copy an existing program that is similar to what you need and then modify the copy to suit your
specific business needs. The advantage to using this method is that if something goes wrong with
your customized program, you can always start over with the original existing program. Additionally,
modifying a copy of an existing program is less error–prone that creating an entirely new program.

CAUTION: Thoroughly test any SQL queries that you plan to use with customized policy programs.
Be aware that if the SQL statement fails to find rows, the workflow policies action is unable to process
any tokens.

To create a workflow policy program
1 In Siebel Tools, choose Program.

2 Select an existing program that is similar to what you need for the new workflow policy program.

3 Right-click and choose Copy Record. This copies the entire program including the program
arguments.

4 Modify the appropriate fields, such as Workflow Object, to meet the needs of the new program.

5 Define the program arguments.

Enter the arguments carefully to make sure capitalization, punctuation, spelling, and so on are
correct:

■ Type the entries in the Name column exactly as indicated in Table 61 on page 254. Primary
ID, Primary Table, Operation Type, SQL Statement, and SQL Statement Outputs must have
one space between each word and each word must be properly capitalized. For example,
Primary ID must have one space between the two words, capital P, and lowercase d.

NOTE: In program arguments, the carriage return character that exists in SQL Statement
and SQL Statement Outputs can cause unexpected behavior for a workflow policy program.
In most cases, the substitution value is not substituted with the intended value but is instead
substituted with the [Label] literally. Avoid using the carriage return character.

■ When using SQL statements in program arguments, make sure that the statements are
specific to the particular RDBMS you are using.

■ Type the names of the column pairs exactly: One space between each word, identically
capitalized, one space in front of the left parenthesis and no spaces in the (Column).

The order of the rows is not important.

NOTE: Before using a program and its related program arguments in a workflow policy, you must
delete any inactive or incomplete program argument definitions. These could cause Workflow
Monitor Agent errors.



Example of Creating a Workflow Policy Program
Argument: Send Opportunity Email
The following is an example of adding a new a workflow policy program argument, in this case, Send
Opportunity Email. The current recipients of type relative are limited to the Primary Sales
representative. You want to add a relative for Primary Contact. This allows policy makers to create
an action that sends an email to the Primary Contact for an opportunity.

To add an alternative Send to Relative to the Send Opportunity Email program
1 In Siebel Tools, choose Workflow Policy Program > Send Opportunity Email > Workflow Policy
Program applet.

NOTE: To create a new workflow policy program argument for Send Opportunity Email, check
the existing program arguments and make sure that the Send to Relative program argument
exists.

2 Create a new record, Primary Contact.

NOTE: When creating new program arguments, they cannot have the same name as a SQL
Statement Output or the Workflow Monitor Agent server task will hang with the message
“Examining request for policy...” when inserting a record.

3 Bring down the box under Default Value and create your SQL statement. For example:

select O.PR_CON_ID, 'Send to Contact'
from &Table_Owner.S_OPTY O
where O.ROW_ID=?

Workflow passes the ROW_ID of the violating row, so make sure to write all your SQL queries to
use the same ROW_ID. In this example, the WHERE clause is written to use the ROW_ID of the
opportunity row that violates the policy.

NOTE: SQL statements are database vendor–specific. Use an external SQL tool to build and test
your statements. When the test works, copy the statement into the field.

4 Select Workflow Relative Type Picklist in the PickList field.

This picklist describes this argument as a relative.

The Visible field is checked. The changed field becomes checked when you create a new program
argument.

Creating SQL Statements for Workflow Policies Program
Arguments
Before you begin to create the Recipient Type, Send to Relative, you must create a SQL statement
in the Workflow Policy Program applet in Siebel Tools.

SQL statements written for Workflow Policies Program Arguments must have the following
characteristics:



■ The table name and column name you reference must be uppercase.

■ The case-sensitive table name should be prefixed with:

&Table_Owner.

■ The SQL statement must be valid for the specific database vendor being used.

NOTE: Workflow program SQL statements should return only one record. To ensure this, initiate
statements that use outer joins rather than inner joins.

About Predefined Workflow Policy Programs
You can use the following examples as explanation for how to interpret the program arguments.
Review these examples to understand the format of a program.

The examples use the predefined workflow policy programs included with Workflow Policies (see
“Predefined Programs” on page 295). These programs can be viewed in the Siebel Tools Object
Explorer by clicking Program and then Program Argument.

■ “Example of Using a Predefined Workflow Policy Program: Change SR Close Date to Today” on
page 259
■ “Example of Using a Predefined Workflow Policy Program: Change SR Owner” on page 260

■ “Example of Using a Predefined Workflow Policy Program: Change SR Owner to Manager” on
page 261

■ “Example of Using a Predefined Workflow Policy Program: Send Quote Page” on page 262

Example of Using a Predefined Workflow Policy
Program: Change SR Close Date to Today
Using this program, you can define a policy such that if a Service Request has an activity of type
Resolution, and the SR is open for more than five days, the SR close date is changed to today’s date.

When the policy triggers the workflow policy program, the program enters the current system date
into the Close Date field of the Service Request record. Table 65 shows the arguments for the Change
SR Close Date to Today program.

Table 65. Change SR Close Date to Today Program Arguments

Argument Name Comment

Primary ID Contains the row ID of the Service Request record meeting the policy
condition.

Primary Table Specifies the table (S_SRV_REQ) and what action is to take place
(Update).
Operation Type



Table 65. Change SR Close Date to Today Program Arguments


Sql Statement select sys_extract_utc(current_timestamp) from
&Table_Owner.S_DUAL

This statement calls the Siebel function now() to obtain the current
date and uses the table &Table_Owner.S_DUAL to hold the value
temporarily. The S_DUAL table is used to hold temporary values.

Math functions can also be performed. For example, SQL Statement
= select {fn now()}+7 from &Table_Owner.S_DUAL returns the
current date plus seven days.

Different RDBMS have different formats for the same function (for
example, in MS SQL, the function GetDate() is used to return the
current date).

NOTE: The column name length must be less than 30 characters. For
example, the following statement violates this rule because it is more
than 30 characters:
TO_CHAR(CREATED,'dd month yyyy','NLS_DATE_LANGUAGE=FRENCH').

Sql Statement Outputs The “Today” variable obtains its value from the SQL statement.

New Close Date (Column) Specifies the column in the record to be updated (ACT_CLOSE_DT).

New Close Date Specifies the field to be updated to the value of Today.

Update Row ID The row ID of the record you want to update. (The same as the value
of the Primary ID.)

Program: Change SR Owner
If an open service request is not assigned for a certain length of time, this workflow policy program
could be used to assign (change owner) a service request to the expert in the area of the specific
service request. This would allow the right people to see the incoming service request and assign it
appropriately.



This workflow policy program allows you to select a new owner from a picklist and put it into the field
of the Service Request record matching the policy condition. Table 66 shows the arguments for the
Change SR Owner program.

Table 66. Change SR Owner Program Arguments


condition.

Primary Table Specifies the table (S_SRV_REQ) and what action is to take place
(Update).
Operation Type
New Owner (Column) Specifies the field in the record to be updated (Owner_EMP_ID).

New Owner Indicates that a picklist is to be displayed for assigning a new owner.

The picklist is defined by columns picklist = Picklist SR Owner, Source
= ID, and Applet = SR Owner Pick Applet.

Visible When checked, indicates the picklist is visible to the user.

Program: Change SR Owner to Manager
If the service request is not closed within a specific duration of time, assign the service request to
the owner’s manager. This would allow a proper response time to service calls.

This workflow policy program does the following:

■ Uses the Primary ID as input into a SQL statement

■ Uses a query SQL statement to retrieve the current value of the field Manager
■ Sets the New Owner field to default to the current value of Manager

■ Allows the end user to update the New Owner field optionally through a picklist

Table 67 shows the arguments for the Change SR Owner to Manager program.

Table 67. Change SR Owner to Manager Program Arguments


condition.

Primary Table Specifies the table (S_SRV_REQ) and what action is to take place (Update).

Operation Type



Table 67. Change SR Owner to Manager Program Arguments


New Owner Specifies the field in the record to be updated (Owner_EM_ID).
(Column)

New Owner Indicates that a picklist is to be displayed for assigning a new owner.

Sql Statement SELECT MGRPOS.PR_EMP_ID FROM
&TABLE_OWNER.S_POSTN POS, &TABLE_OWNER.S_EMPLOYEE EMP, &TABLE_OWNER.S_POSTN
MGRPOS, &TABLE_OWNER.S_SRV_REQ SR
WHERE
SR.ROW_ID = ?
AND
SR.OWNER_EMP_ID = EMP.ROW_ID
AND
EMP.PR_POSTN_ID = POS.ROW_ID
AND
POS.PAR_POSTN_ID = MGRPOS.ROW_ID

SR.ROW_ID = ? uses a question mark as a placeholder for inputting the value
of the Primary ID. The system knows to substitute the Primary ID for the
question mark.

This SQL statement joins four tables, giving access to data from all of them.
In this example, only one field is retrieved.

Policy Monitor requires the definitions contained in the workflow policy
object, workflow policy components, and workflow policy columns. In
working and coding workflow policy action programs using the Siebel tables,
explicit joining of the base table through SQL code is required.

Sql Statement Set to the value of Primary ID.
Inputs

Sql Statement Set to the value of Manager.
Outputs

Program: Send Quote Page
If a created quote has a value less than some percentage of the opportunity’s revenue (very highly
discounted), send a page to a designated employee.

This workflow policy program sends out a pager message. The SQL statement is configured for the
different RDBMS syntax.

There are four SQL statements, one default and three specific to an RDBMS (Informix, Oracle, and
SQL Anywhere).


Workflow Policies ■ About Workflow Policies Server Administration

The default SQL Statement query retrieves five values from four tables using an outer join specified
by *=:

select
q.QUOTE_NUM, q.REV_NUM, o.NAME, a.NAME, a.LOC
from
&Table_Owner.S_DOC_QUOTE q, &Table_Owner.S_ORG_EXT a, &Table_Owner.S_OPTY o
where
q.ROW_ID = ? and q.OPTY_ID *= o.ROW_ID and q.TARGET_OU_ID *= a.ROW_ID

The SQL statement (Oracle) query retrieves five values from four tables using an outer join specified
by the (+):

select
q.QUOTE_NUM, q.REV_NUM, o.NAME, a.NAME, a.LOC
from
&Table_Owner.S_DOC_QUOTE q, &Table_Owner.S_ORG_EXT a, &Table_Owner.S_OPTY o
where
q.ROW_ID = ? and q.OPTY_ID = o.ROW_ID (+) and q.TARGET_OU_ID = a.ROW_ID (+)

The SQL Statement is required. However, if an SQL Statement (<SQL style>) is present, this takes
precedent over SQL Statement.

The SQL statement outputs define five variables (Quote Number, Revision, Opportunity, Account,
Site) to hold the result of the query statement.

In an outer join, there may not be an associated table, in which case the variable will be set to null.

Making Object Types Available in the Siebel Client
The workflow policy objects, columns, and programs that are created in Siebel Tools are available to
the policy maker to create policies and actions in the Siebel client.

For these Siebel Tools objects to be accessible in the Siebel client, the Siebel Repository must be
updated in the Siebel database. Workflow policy objects, columns, and programs are read from the
Repository, not from the compiled Siebel repository file (.srf). The client must also have the correct
repository name specified in the configuration file (.cfg) in the parameter “DockRepositoryName.”

About Workflow Policies Server
Administration
This section describes the server administration tasks relevant to Workflow Policies.

Creating Database Triggers
The Generate Trigger (GenTrig) component on the Siebel Server allows you to create database
triggers. Workflow Policies uses database triggers to identify which records match policy conditions.
Run Generate Triggers when you:



■ Create or delete new policies (including Assignment Policies), with the exception of Workflow
Policies that have Batch Flag set to TRUE.

■ Amend policy conditions or policy criteria.

■ Change activation or expiration dates of policies, including Assignment Policies.

To run Generate Triggers, you must have installed Siebel Server, and the client you are using must
be enabled to access the Siebel Server Administration screens. See the installation guide for the
operating system you are using for more information on installing Server Manager.

CAUTION: If you have incorrectly defined a policy condition, running Generate Triggers may result
in invalid triggers. An invalid trigger can prevent execution of normal user transactions. For this
reason, thoroughly test your policies in your test environment before you deploy them in your
production system.

Generating triggers is a one- or two-step process, depending on how the EXEC parameter is set; the
default setting is FALSE.

■ If the EXEC parameter is set to TRUE, the Generate Trigger component automatically creates the
SQL script and applies it to the server database.

■ If the EXEC parameter is set to FALSE, generating triggers is a two-step process:

■ Use the Generate Triggers component from a Siebel Server to create the SQL script file, which
is placed in the root directory of the Siebel Server installation.

■ Use your database vendor’s SQL tool to execute the SQL script file against the server
database.

You can run the Generate Triggers component from either the Server Manager graphical user
interface (GUI) or command line mode. Both the GUI and the command line use the same
parameters.

So the triggers are only there to create indicators for the Workflow engine to check the policies’
conditions.

Example of GenTrig Behavior for a Workflow Policy with Multiple
Conditions
When two or more conditions are used in a workflow policy, Generate Triggers shows the OR logic
instead of the AND logic, as in the following example.

Create a workflow policy based on the Account object, with the following conditions:

Condition 1

Condition Field Account Modification Num
Operation >
Value 0



Condition 2

Condition Field Account Last Update By
Operation <>
Value 0-1

Multiple triggers created for multiple conditions of one policy is expected behavior. This is the case
in order to separate the functionality of GenTrig and WorkMon. GenTrig simply monitors database
record changes and inserts records in Workflow Policy-specific tables. WorkMon evaluates records
(violations), checks to see if all the conditions associated with the rule of the violation are met, and
executes the actions associated with a policy.

You cannot use AND between triggers generated for multiple conditions of a policy, because GenTrig
can monitor only database changes, and database changes that violate different conditions are not
always concurrent. So using an AND condition would cause GenTrig to miss many violations.

For example, a policy has two conditions:

SR area=Network

Activity Priority=1-ASAP

Two triggers will be generated. One trigger monitors an SR being created or updated, and checks if
the area equals Network. The other trigger monitors an activity being created or updated, and checks
whether the Priority equals 1-ASAP.

But if you used AND triggers, and a user creates an SR without an activity, the trigger is not violated
since the activity does not exist. If later, a user adds an activity to the SR, there still is no trigger
violation because the SR record does not change. This would be a missed violation due to use of AND
logic. If, however, you use OR for the triggers and have WorkMon evaluate the condition, even though
there will be multiple violations in S_ESCL_REQ, WorkMon will only process one request because the
other requests are not evaluated to TRUE.

About Database Triggers and Database Administration
It is important to keep your database administrators informed of any active Workflow database
triggers, as any database Update or Insert event will cause the database trigger to react, regardless
of how the event is executed.

For example, if you have Workflow triggers on Inserts to the S_SRV_REQ table, and the database
administrator does a Table export and import of these records, the triggers will treat every record in
the database as if it were a newly inserted record, which may result in inappropriate actions being
taken on old records that were simply re-imported.

NOTE: In this release, the Generate Triggers task now requires the Privileged User Name and
Password instead of Table Owner ID and Password.



Running Generate Triggers
When running Generate Triggers, remember the following tips, especially if you are deleting a policy:

■ Deleting a policy and then running Generate Triggers does not remove the database trigger.
When you delete a policy, you must run Generate Triggers with the remove parameter set to
TRUE. This removes all triggers. You must then rerun Generate Triggers to reset the triggers for
existing policies.

■ You must stop and restart the Workflow Monitor Agents when running Generate Triggers.

■ Generate Triggers must be rerun whenever you change policy conditions or policy groups.
Generate Triggers does not need to be rerun when changing policy actions.

■ For SQL Server, have your default database set correctly. To determine your default database,
launch the SQL Server Enterprise Manager and navigate to the SQL Server Machine name. Then,
click Security and then click LOGIN. The default database will be listed to the right.

■ You must start a new WorkMon task anytime you drop or regenerate triggers. This refreshes the
WorkMon cache to account for the new changes in the policy being monitored.

To generate triggers using the GUI
1 In the Siebel client, from the application-level menu, choose Navigate > Site Map >
Administration - Server Management > Jobs.

2 In the Jobs list, click New.

3 From the Component/Job drop-down list, select Generate Triggers. This creates a new line entry
but does not start the task.

4 In the Job Parameters list, click New to modify parameter settings. The component-specific
parameters for Generate Triggers are in Table 68. See Siebel System Administration Guide for a
description of the generic and enterprise parameters.

5 Enter your Privileged User name and password.

6 In the Job Detail form applet, from the applet-level menu, select Start Job.

7 To view changes to the state, refresh the screen by clicking Run Query from the applet menu.

8 Upon completion, the Status field contains either Success or Error. It is recommended that you
view the log details.

Table 68. Component-Specific Parameters for Generate Triggers

Name Value Description

Remove TRUE or FALSE Set to TRUE to generate “DROP TRIGGER” statements to
(default) clean up the triggers. Remove does not generate “CREATE
TRIGGER” statements.

Trigger File Valid filename on the Name and output location for the SQL script file. The default
Name Siebel Server is TRIGGER.SQL. The file is created in the root directory of
the Siebel Server during installation.



Table 68. Component-Specific Parameters for Generate Triggers

Name Value Description

EXEC TRUE or FALSE Determines if the SQL script file runs automatically or
(default) manually.

If TRUE, the SQL script file runs automatically.

Also, if you are creating a large number of triggers because
there are too many workflow policies, the triggers should be
applied by the user and not by the Generate Triggers server
process. The Exec parameter should be set to FALSE in this
case.

Mode ALL or WORK or Set to ALL to create both Workflow Policy triggers and
ASGN Assignment Manager triggers.

Set to WORK to create only Workflow Policy triggers.

Set to ASGN to create only Assignment Manager triggers.

Privileged Assigned Privileged All users must enter a Privileged User name and password.
User Name/ User name and The Table Owner is considered a Privileged User, so you may
Privileged password enter the Table Owner name and password in the Privileged
User User name and password fields.
Password

Running the SQL Script File
Once Generate Triggers has completed, run the SQL script file if the EXEC parameter is FALSE.

To run the SQL script file
1 Connect to the database server as the Siebel tableowner using your RDBMS vendor’s SQL tool
(for example, ISQL for Microsoft or SQL*Plus for Oracle).

2 Run the SQL script file specified by the Trigger File Name parameter. The default filename is
TRIGGER.SQL. The default location of this file is the root of the directory that the Siebel Server
was installed in. For example, this might be:

C:siebsrvrtrigger.sql

3 Verify that no errors are reported.

For example, the policy administrator, Bill Stevens, has finished creating policies in the test Siebel
Client and wants the database triggers set in the Siebel database for the new policies. Using the
Generate Triggers component, he sets the file output name.

This creates a file, TRIGGER.SQL, for the database administrator containing all the triggers that need
to be modified or created in the test database for these policies.

The database administrator then runs the following command in SQL*Plus to create the triggers in
the Oracle database:



SQL>@<path>mytrig.sql

The successful creation of each database trigger in the Oracle database is indicated on the screen.
For information on the syntax required for other databases, refer to your database documentation.

NOTE: On an MS SQL server database, execute the script trigger.sql as the database owner (dbo)
login for the Siebel database.

About Database Triggers and Remote Users
When a remote user synchronizes, the changes get incorporated into the database (for example,
account information in the S_ORG_EXT table is updated on synchronization). If you run a workflow
which creates database triggers that compare changes in the database against specific conditions,
then the triggers will fire and rows get written to S_ESCL_REQ if the changes are of interest to the
workflow conditions during synchronization.

Setting Up the Siebel Server for Email Manager
Some workflow policy actions allow you to send email messages to specific individuals. It is important
to note the following:

■ To send email using Workflow Policies and using a SMTP/POP3-compliant mail system, both must
be working properly on your network.

■ The Email Manager component of the Siebel Server must be running. This is part of the
Communications Management component group, which must be enabled.

■ Email Manager uses profiles set up in Communications Manager. The Communications Outbound
Manager does verification of the profile. You then must verify that this profile is configured
correctly to log into the SMTP/POP3-compliant mail system.

■ You must also set the Mail Profile parameter to the name of the communication profile you want
to use for sending the email.

More information on using Email Manager is provided in the following sections:

■ “Setting Up the Communications Profile to Send Email through Workflow” on page 268

■ “Starting Email Manager” on page 269

Setting Up the Communications Profile to Send Email
through Workflow
Sending email through Workflow involves creating an SMTP/POP3 communications profile.

NOTE: In order to create a new communications profile, CompGrp “CommMgmt” must be enabled.
Verify that it is enabled before beginning the following procedure. For more information, see Siebel
Communications Server Administration Guide.



To create a communications profile
1 From the application-level menu, choose Navigate > Site Map > Administration -
Communications > Communications Drivers and Profiles.

2 In the Communications Drivers list applet, select the “Internet SMTP/POP3 Server”
communications driver.

3 Click the Profiles tab.

4 Create a new profile called <Profile Name>.

5 Click the Driver Parameters tab, and complete the fields for the parameters described in Table 69
in the Profile Parameters Overrides applet:

Table 69. Driver Parameters for Creating a Communications Profile

Parameter Entry

From Address <the sender’s email address for outbound communications>

POP3 Account Name <the account name for the POP3 mailbox from which to retrieve
inbound communications>

POP3 Account Password <the password for the POP3 mailbox account>

POP3 Server <the host name or IP address of the machine on which the Internet
POP3 server is running, as appropriate for your network
configuration>

SMTP Server <the host name or IP address of the machine on which the Internet
SMTP server is running, as appropriate for your network
configuration>

NOTE: For details on the parameters listed in Table 69, see Siebel Communications Server

After creating your communications profile, you need to create the component definition of Email
Manager. The Email Manager component executes email actions once the conditions of a Workflow
policy are met.

Starting Email Manager
You can start Email Manager from the command line, or from the Email Manager Component view.

To start Email Manager from the command line
■ To start the Email Manager task with the <Profile Name> profile, in the server manager command
line, use the following command to start a task for Email Manager:

start task for comp MailMgr with MailProfile=<Profile Name>



To start Email Manager from the Server Administration view
Configuration > Servers > Components.

2 In the Components list, find the Email Manager component.

3 In the Component Parameters list, set Mail Profile = Test.

4 If you want to automatically start up a task for Email Manager whenever the component is
restarted or the Siebel server services are restarted, set the component parameter Default Tasks
= 1.

When the workflow policy is violated, Workflow Monitor Agent will insert a record into the
S_APSRVR_REQ table for workflow actions that invoke any of the Send Email workflow policy
programs. Email Manager will then pick up records from the S_APSRVR_REQ table, setting their
status from QUEUED to ACTIVE and then to SUCCEEDED during the course of the execution.
Subsequently, Outbound Communications Manager will be invoked to log onto the <Profile
Name> profile and send the emails out to the recipients using the Outbound Communications
Manager business service, Send Message method.

Mail Profile Parameter
The Mail Profile parameter specifies the mail profile to use and is defined in Control Panel. The
parameter establishes the connection between the application and the email system. If you do not
specify a profile here, the default profile is used. The names must match exactly.

Setting Up the Siebel Server for Page Manager
Some Workflow policy actions allow you to send page messages to specific individuals. The Page
Manager component of the Siebel Server must be running for you to send a page. Some actions can
page specific individuals with alphanumeric or numeric pagers. To send a page using Workflow
Policies, make sure these prerequisites are met:

■ The server running the Page Manager component has access to a local or network modem.

■ The Page Manager component of the Siebel Server is running. Several parameters, similar to
dial-up networking set up in Windows, must be set prior to running the Page Manager
component.

■ Enter the appropriate telephone numbers for paging in the Employee view. These are the
numbers used by Workflow.

■ Change the regional configuration to avoid inputting the country code prior to the telephone
number. This could cause errors.

■ Change the list of values (PAGE_TYPE) parameters to make the page manager accept an
alphanumeric send. This means the language and the value shown.

NOTE: Alphanumeric paging is more reliable than numeric paging because the pager messages are
transmitted by the computer at the pager companies. This is not true for numeric paging, where
pager messages are sent by emulating key presses on a phone. Failures in sending numeric pager
messages are very hard to detect.



The Page Manager component uses the industry standard protocol Telocator Alphanumeric Protocol
(TAP) for alphanumeric paging. Check with your pager company for the phone number to send your
alphanumeric paging.

Several parameters affect how the Page Manager component interacts with the modem. You can
change these parameters in the Server Administration screen. The available parameters are listed.
The modem parameters are the defaults for Hayes-compatible modems. Verify that the settings are
compatible with your modem.

To run the Page Manager component
Management > Jobs.


3 From the Component/Job drop-down list, select the Page Manager component.

4 In the Job Parameters list, click New.

5 Click on Parameters in the Server Tasks applet and enter your parameters.

See Table 70 for a list of parameters.

The most important parameters are Modem Port, Dial Prefix, Long Distance Prefix, and Local Area
Code. Change the values for these parameters to match your system. If you do not specify a
parameter, the default values described in Table 70 are used.

Table 70. Parameters for the Page Manager Component

Parameter Value

Modem Port The component object model (COM) port where the modem is attached. Valid
values are COM1, COM2, and so on.
Default = COM1

Dial Prefix A number or sequence of numbers that needs to be dialed to get an outside line.

If no dial-out prefix is use, insert a “,” (comma).
Default = 9

Note that when dialing 9 for an outside line is not required and you are using
srvrmgr.exe from the command line, specifying a comma for this parameter
returns an error. But, if you set it to a hyphen (or any other non-dialable
character) it will work correctly.

Example command:

SRVRMGR.EXE /g NT01022 /e SBLPRD_ENT502 /s SBLPRD_APP502 /u ***** /p
***** /c "START TASK FOR COMPONENT PageMgr WITH DialPrefix = '-'"

Long Distance The long-distance prefix. This value is added in front of all long-distance phone
Prefix numbers. Set this parameter to equal an empty string if your location does not
require a long-distance prefix to be dialed.
Default = 1



Table 70. Parameters for the Page Manager Component

Parameter Value

Local Area Code The area code of your location. If the beginning digits of a phone number are
equal to this code, they are removed before the phone number is dialed, and
the long-distance prefix will not be added.
Default = <empty>

Delay1 The number of seconds to wait between dialing a phone number and simulating
key presses for the first set of numbers. This applies only to numeric paging. It
is ignored for alphanumeric paging.
Default = 12

Delay2 The number of seconds to wait between simulating key presses for the first and
second set of numbers. This applies only to numeric paging. It is ignored for
alphanumeric paging. This is also ignored if the numeric pager does not have a
personal identification number (PIN).
Default = 4

Modem Reset A modem command used to reset the modem.
String Default = ATZ

Refer to your modem documentation for the correct command.

Modem Init A modem command used to initialize the modem.
String Default = AT&FQ0V1

Refer to your modem documentation for the correct command. For example,
some modems require a numeric value after &F.

Modem Dial A modem command used to dial the modem. You should rarely need to change
String this parameter.
Default = ATDT

Modem Hangup A modem command used to hang up the modem. You should rarely need to
String change this parameter.
Default = ATH

Modem Restore A modem command used to restore the power-up settings of the modem. You
String should rarely need to change this parameter.
Default = AT&F

Request Key When you have more than one Page Manager, the request key serves as the ID
for each Page Manager. You can then specify this key for the Workflow action in
the Workflow Action Argument view. The request key can be any string.

Troubleshooting the Email and Page Managers
Email Manager stops processing when it is unable to log on to the mail server (SMTP/POP3-compliant
server) and logs an error message in the trace files.



Page Manager stops processing if the modem is not available. The requests continue to accumulate
in the Requests table. After you fix your processing problems, you must restart the servers. The
servers will continue processing from where they left off.

If Email Manager is able to log on but has a problem sending a particular email, it logs an error
message and continues on to the next request. If Page Manager is able to interface with the modem
but has a problem with a given page send, it will log an error and move on to the next request.

When Workflow Policies executes email and paging actions, it actually inserts email requests and
paging requests into the database. These requests are inserted as records in the S_APSRVR_REQ
table, which are then processed by Email Manager and Page Manager.

New requests have a status of “QUEUED.” After a request is picked up by Email Manager or Page
Manager, but before it is processed, it has a status of “ACTIVE.” After a request is processed, its
status becomes SUCCEEDED if the processing is successful, or FAILED if an error occurs.

To generate the sending emails, Siebel Server uses the UNIX “Mail” command. To verify that your
server platform can run the command to a valid recipient and verify the email was successfully sent,
do the following:

1 From the UNIX command prompt type:

>mail recipient email address

where recipient email address is a valid address.

2 Then, type a message ending with a period on the last line to indicate the end of the message.
Then, press enter.

If email written to S_APSRVR_REQ is not sent, though the Email Manager trace file shows status
SUCCEEDED, check that the following Outlook settings on the server are set:

■ Send messages immediately

■ Check for new messages every <x> minutes

Both of these options must be enabled in Outlook for email messages to be sent successfully.

Executing Workflow Policies with Workflow Monitor
Agent
To execute your Workflow policies, you need to start Workflow Monitor Agent. Workflow Monitor
Agent checks when the conditions of policies are met, and executes actions once those conditions
are met.

You start and stop the Workflow Monitor Agent task in the Administration - Server views.



Table 71 describes Workflow policies database tables.

Table 71. Workflow Policies Database Tables

Table Description

S_ESCL_REQ This table holds the potential matching requests caused by applications.

S_ESCL_STATE This table holds the time-based policy matches.

S_ESCL_ACTN_REQ (Optional) This table holds the requests to execute actions. This is only
used if you use Action Agent=TRUE.

S_ESCL_LOG This table holds a history of base table rows that have matched policies.

What Workflow Monitor Agent Does
Workflow Monitor Agent performs several server processes that monitor the Siebel database.
Workflow Monitor Agent:

■ Checks the Escalation Requests table to see when the conditions of a policy are met

■ Monitors all policies within a single group

NOTE: You can only run one Workflow Monitor Agent process against a specific group at one
time. You can run multiple Workflow Monitor Agent processes at the same time, but they must
be against different groups; if you run two Workflow Monitor Agent processes against the same
group, deadlocks will occur.

■ If you use Action Agent = True, this generates requests for Workflow Action Agent in the Action
Request table (S_ESCL_ACTN_REQ)

■ Purges requests from the S_ESCL_REQ table after processing. When a database trigger is
activated because a workflow policy condition is met, a record is inserted into the Escalation
Request table, S_ESCL_REQ. Workflow Monitor Agent (Workmon) evaluates the request against
the rules set up by the policies in the workflow policy group

If you use Action Agent = True, and if Workmon determines that the request in the S_ESCL_REQ
table has no duration defined in the policy, Workmon either takes direct action and logs an entry into
the S_ESCL_LOG table or sends it to the S_ESCL_ACTN_REQ table.



If Workmon determines that the request has a time element that must be met, the request is sent
to the S_ESCL_STATE table along with the expiration time. The request stays in the S_ESCL_STATE
table until the expiration time is met, or the request is removed because the conditions of the policy
are no longer met. Workmon evaluates each of the requests that remains in the S_ESCL_STATE table
for a time duration match or to determine if the condition still matches in the S_ESCL_STATE table.
If you use Action Agent = True, then as each match occurs WorkMon either takes direct action and
logs an entry into the S_ESCL_LOG table or sends it to the S_ESCL_ACTN_REQ table.

NOTE: If a workflow policy has a specified duration, the duration time is calculated from the time
WorkMon detects that the row is in violation of the policy, not from the time the row was inserted
into S_ESCL_REQ. For example, if you create a policy and set the duration as one week, but then
WorkMon is not started until several days after Generate Triggers is run, the policy action will fire
one week from when WorkMon is started, not one week from when the policy is created or Generate
Triggers is run.

When the request for an action is made to the S_ESCL_ACTN_REQ table, Workflow Action Agent
executes the action and logs an entry into the S_ESCL_LOG table.

More information about Workflow Monitor Agent is provided in the following sections:

■ “Using Workflow Monitor Agent” on page 275

■ “Using Workflow Action Agent” on page 281

■ “Starting Workflow Agent Processes Automatically with Siebel Server” on page 283

Using Workflow Monitor Agent
Before you start Workflow Monitor Agent, you must create a separate server component definition
for each Workflow Monitor Agent task. You can start Workflow Monitor Agent from the Server
Manager command-line interface.

Replication and Workflow Monitor Agent
Within the entire enterprise architecture of a Siebel deployment, there can be only one Workflow
Monitor Agent monitoring a particular workflow group.

For example, a regional node can be running a Workflow Monitor Agent that monitors a group called
Group 1. Meanwhile, in the headquarters, there is another WorkMon running, which monitors a group
called Group 2. In this way, the organization is able to run Workflow Policies where needed, while
working with the restriction of one WorkMon for one group.

NOTE: You cannot run more than one instance of Workflow Monitor Agent and Workflow Action Agent
for a particular workflow group. However, you are allowed to have multiple Workflow Monitor Agent
and Workflow Action Agent processes for different groups running at the same time.

Starting Workflow Monitor Agent
The following activities are involved in starting Workflow Monitor Agent:

■ “To create a Workflow Monitor Agent component definition” on page 276



■ “To set parameters and activate a Workflow Monitor Agent component definition” on page 276

■ “To start Workflow Monitor Agent using the Server Manager command-line interface” on page 276

Table 73 on page 278 shows Workflow Monitor Agent parameters.

To create a Workflow Monitor Agent component definition

2 In the Component Definitions list, click New.

3 Complete the fields described in Table 72:

Table 72. Component Definitions Fields

Field Description

Name Name of the component

Component Type WorkMon

Component Group Select an existing component group

Description Description of the component

Alias Alias for the component. The alias can not contain blank spaces.

4 From the applet-level menu, choose Save Record.

The component definition is saved. To view the definition, you must perform a query.

To set parameters and activate a Workflow Monitor Agent component definition
1 In the Component Definitions list, perform a query for the component definition.
2 (Optional) You may make additional changes to the component parameters. For a description of
Workflow Monitor Agent parameters, see Table 73 on page 278.

3 From the Component Definitions list applet-level menu, choose Enable Component Definition.

The definition state changes from “Creating” to “Active.”

4 Restart the Siebel server.

Your changes take effect.

To start Workflow Monitor Agent using the Server Manager command-line interface
1 Start the server manager by entering:

srvrmgr /g <Siebel Gateway Name Server address> /s <Siebel server name> /e
<enterprise server name> /u <server administrator username> /p <server administrator
password>



2 Start a new Workflow Monitor Agent task in background mode by entering:

start task for component WorkMon with SleepTime=<time>,GroupName=<group name>

NOTE: You will need to create a separate server component definition for each Workflow Monitor
Agent task.

To run the Workflow Monitor Agent task
Management > Jobs.


3 From the Component/Job drop-down list, select the name of the server component defined for
this Workflow Monitor Agent task.

4 In the Job Parameters list, click New.

Specify the parameters for the Workflow Monitor Agent. See Table 73 on page 278 for a list of
parameters.

5 In the Job Detail form applet, from the applet-level menu, select Start Job to begin Workflow
Action Agent task.

NOTE: Run only one instance of Workflow Monitor and Workflow Action Agent for a given
workflow group. For example, you can start only one instance for the “Sales” group at a specific
time. However, you are allowed to have multiple Workflow Monitor and Workflow Action Agent
processes for different groups running at the same time.



Table 73 shows Workflow Monitor Agent parameters.

Table 73. WorkMon Command-Line Interface Parameters

Parameter Default
Name Display Name Description Value

ActionAgent Use Action Agent Determines if Action Agent is automatically FALSE
run with Monitor Agent.

If set to FALSE (the default setting), the
Workflow Action Agent server component
starts within Workflow Monitor Agent, and
actions are then executed by Workflow
Monitor Agent.

You must start Workflow Action Agent
separately when using email consolidation
and when the parameter Use Action Agent is
set to TRUE.

ActionInterval Action Interval Action execution interval in seconds. This 3600
argument determines when actions for a
given policy are executed again on a given
base table row. The purpose of this argument
is to limit the number of times actions are
executed if a row keeps going in and out of a
matching condition.

In other words, if the same record repeatedly
violates the same policy before the action
interval expires, the record will be removed
from the S_ESCL_REQ table and the action
will not be performed again.

Note: The default is 3600 seconds. If this
parameter is used, the value must be greater
than 0 (zero) or unexpected behavior may
result.

BatchMode Processes the Determines if Monitor Agent is running in FALSE
batch policies batch mode. When the value is set to TRUE,
only the policies that have the Batch flag set
to TRUE will be evaluated. When FALSE, only
the policies that have the Batch flag set to
FALSE will be evaluated.

Note that when starting with Batch Mode set
to TRUE, Workflow Monitor Agent will run
once; that is, it will go through all records in
the table and then exit out.




Parameter Default

CheckLogCach Cache size of Number of policy violations to store in cache. 100
eSz Policy violations

DeleteSize Request delete This indicates the number of records to 500
size commit at a time. The minimum is 1. If
Workflow Monitor encounters deadlocks, you
may reduce the default to 125 with minimal
performance degradation. Note: to avoid call
stack errors, do not set the Request Delete
Size value to zero.

GenReqRetry Number of Number of seconds to retry sending a 120
seconds to retry Generic Request message.

GroupName Group Name Required. Workflow policy group that Monitor
Agent works on.

IgnoreError Ignore errors Ignore errors while processing requests. By FALSE
default, the Workflow Monitor and Action
agents will not ignore errors that occur while
processing the requests. If Ignore Errors is
set to TRUE and an error is encountered, the
agent processes will log the error condition,
delete the request, and continue working. By
setting this argument to FALSE, the agent
processes will exit on an error and send an
email message to the mail ID specified by
the Mailing Address argument.

When running Workflow with Ignore
Errors=TRUE, note that valid errors will be
ignored. Whereas, if Ignore Errors is set to
FALSE, the agent stops and exits with the
error. It is recommended that you set Ignore
Errors to FALSE so that valid errors are not
ignored.

KeepLogDays Number of days Number of days worth of violation 30
to keep violation information that should be retained.
information
Sets the number of days log information is
stored. Log information older than the
number of days set is automatically removed
from the system. This value can be set to 0
to prevent the purging of this log
information.




Parameter Default

LastUsrCacheS Cache size of Number of last user information items to 100
z last user cache. When executing actions, the
information information about the last user to modify the
base table row is available as a token
substitution in the program arguments. By
caching this information in the server, the
throughput performance of executing actions
can potentially increase.

MailServer Mail Server Name of email server to send notification of
abnormal termination.

MailTo Mailing Address Mail address to review notification of
abnormal termination.

Mail to <mail ID> if a Workflow Agent
process exits with an error condition. An
error can be caused by the failure of an
action to execute, invalid object definitions,
and so on.

NumRetries Number of Number of retries for recovery. This 10000
Retries parameter works with the Retry Interval and
Retry Up Time parameters to reconnect MTS
or Siebel Server mode components to the
database if database connectivity has been
lost.

ReloadPolicy Reload Policy Policy reload interval in seconds. This 600
argument defines the frequency that policies
are reloaded into the engine. This allows
changes to be made on the screens and with
the Generate Triggers component; the
engine acts on the changes within some time
frame.

The default is 600 seconds.




Parameter Default

Requests Requests per Maximum number of requests read per 5000
iteration iteration.

This controls the maximum number of
requests WorkMon reads from the requests
queue within one iteration. Between
iterations WorkMon deletes processed
requests from the requests queue and
commits, optionally reloads policies from the
database, checks for shutdown request, and
optionally sleeps. In other words, you can
think of the Requests Per Iteration
parameter as a way to control the maximum
amount of work WorkMon performs before
taking these between-iteration steps.

Sleep Time Sleep Time The time in seconds that the Workflow Agent 60
process “sleeps” after it has polled for events
and fulfilled all obligations to notify. Once it
has completed its obligations, the Workflow
Agent process stops polling for the time
period set by the sleep interval. This
parameter affects both the performance of
the Workflow Agent process and the
responsiveness of the application server.

NOTE: You can separate the processes for load balancing or run one process for ease of testing.

Using Workflow Action Agent
The Workflow Action Agent process submits a request to Email Manager and Page Manager when
actions are to be taken.

NOTE: You will need to create a component definition for each Workflow Action Agent task.

Workflow Action Agent:

■ Processes requests logged in the action request table (S_ESCL_ACTN_REQ) for a single group.

■ Invokes all actions linked with the Workflow policy being processed.

■ Logs email and page actions in the S_APPSRVR_REQ table for execution by Email Manager and
Page Manager.

■ Purges requests from S_ESCL_ACTN_REQ after processing.



If the Use Action Agent parameter is set to TRUE in the Monitor Agent process, you need to perform
the following steps to start the Action Agent process.

To run the Workflow Action Agent process
■ You start the Workflow Action Agent in the same way that you start the Workflow Monitor Agent.
See “Starting Workflow Monitor Agent” on page 275.

NOTE: You should start one Workflow Action Agent for only one Workflow Monitor Agent.

■ When using email consolidation, and when the parameter Use Action Agent is set to TRUE on the
Workflow Monitor Agent, you must start Workflow Action Agent separately.

For more information on arguments for starting a Workflow Agent process, refer to Siebel System

To shut down the Workflow Agent process
■ You shut down the Workflow Action Agent in the same way that you shut down the Workflow
Monitor Agent.

When restarting a workflow policy process, a Workflow Agent process immediately begins tracking
all relevant activities that have occurred since it was shut down.

Using Workflow Action Agent for Batch Workflows
Workflow Action Agent is not only related to dynamic policies; you can start Workflow Action Agent
separately for batch policies.

To run Workflow Action Agent for batch workflows
1 Start Workflow Monitor Agent with the following parameters:

■ Group Name
■ Processes the batch policies = TRUE
■ Use Action Agent = TRUE

2 Start Workflow Action Agent with the following parameter:

■ Group Name

The Workflow Monitor Agent continues processing and puts the qualified rows in the
S_ESCL_ACTN_REQ table. The Workflow Action Agent executes actions for rows in
S_ESCL_ACTN_REQ and deletes the rows from S_ESCL_ACTN_REQ afterward.

The Workflow Action Agent may be of use, if the action being executed is long-running or intensive.
In general, however, Workflow Action Agent will not help with batch workflows.



Starting Workflow Agent Processes Automatically with
Siebel Server
You can specify that the Workflow Agent Process for a Workflow Group automatically starts when the
Siebel Server is started.

To start a Workflow Monitor Agent Process automatically
1 Expose the Default Tasks component parameter by navigating to Show Advanced Objects and
setting the value to TRUE.


3 In the Component Definitions list, select the Workflow Monitor Agent in Server Components and
set the parameters in Component Parameters to the following values:

■ Group Name. Enter the name of Workflow Group you want to start under Current Value. It
will be copied to Value on Restart.

■ Default Tasks. Enter 1 under Value on Restart for starting one Workflow Agent.

■ Use Action Agent. Default is False, which means Workflow Action Agent is run automatically
in Workflow Monitor Agent.

See Table 73 on page 278 for a detailed description of these parameters.

NOTE: If you want to Workflow Action Agent to run as a separate process for the above Workflow
Monitor Agent, follow the above steps plus the following revised Step 3: Enter True under Current
Value for Use Action Agent.

To start multiple Workflow Monitor Agent Processes for multiple Workflow Groups
1 See Siebel System Administration Guide for instructions on creating a defined component. Create
a defined component as a Server mode component with WorkMon Component Type, and then
assign the component to Siebel Server.

2 Create a defined component for each additional Workflow Group.

3 Follow the steps listed above to configure each component to start automatically.

Deleting Expired Workflow Policies
Triggers are still in effect at the time you expire or delete policies and shut down Workflow Monitor,
and triggers related to expired or deleted policies continue to function since they are attached to
database tables until they are deleted from the database. So, between the time you expire policies
and the time you finish dropping and recreating triggers, there can be rows triggered for the expired
policies in S_ESCL_REQ.



You may get the error ESC-00054 while starting Workflow Monitor because WorkMon looks for the
policies referenced in S_ESCL_REQ and finds policies that are inactive or not present. The policies
are stored in the S_ESCL_RULE table. Those rows should remain in S_ESCL_REQ and should not be
processed at all.

Given ‘Use Action Agent’ = FALSE for Workflow Monitor, WorkMon also acts for Action Agent,
bypasses the S_ESCL_ACTN_REQ table, and uses only the S_ESCL_REQ table. If you have rows in
the S_ESCL_REQ table for policies that are expired or deleted, then you must delete them before
starting Workflow Monitor for the two reasons mentioned above, that is:

■ to avoid the error ESC-00054 when starting Workflow Monitor.

■ normally, Workflow Monitor doesn’t process the rows at all; they just sit in the S_ESCL_REQ table
taking up the space.

You can delete the rows by RULE_ID, which is the unique identifier for a Workflow Policy. Back up
the database prior to doing the delete.

Example Queries
The following are queries that can help you determine whether you have rows in S_ESCL_REQ that
are related to deleted or expired policies.

Deleted Policies
select RULE_ID, count(RULE_ID)

from S_ESCL_REQ a

where not exists

(select row_id

from S_ESCL_RULE b

where a.RULE_ID = b.ROW_ID)

group by RULE_ID

Expired Policies
Where sysdate is the Oracle current date-time function:

select a.RULE_ID, b.NAME, count (a.RULE_ID), b.EXPIRE_DT, b.SUB_TYPE_CD

from S_ESCL_REQ a, S_ESCL_RULE b

where a.RULE_ID = b.ROW_ID

and b.EXPIRE_DT < sysdate

group by a.RULE_ID, b.NAME, b.EXPIRE_DT, b.SUB_TYPE_CD



If you determine that the policies have expired unintentionally—for example, because someone
forgot to extend the dates—and you want to process the rows (and it is understood that nobody has
changed the triggers since the policies expired), then you can do the following, which also applies to
policies with a duration:

■ If the Workflow Monitor is running and you do not want to shut it down, unexpire the policies by
putting a date-time greater than the current date-time in the Expiration Date field for policies.

■ After a period of 10 minutes, the policy will take effect. This is because the Reload Policy
parameter of Workflow Monitor is set to 600 seconds as the default.

■ If you want the policy to take effect immediately, then you can shut down Workflow Monitor (if
running), unexpire the policies, and start Workflow Monitor.

About Workflow Policies and Siebel Server Task Trace
Files
Whenever you start a Workflow Policies server process, a Siebel Server task trace file is created so
that you can check for error messages and other information about the process. Trace files are
created for the following Siebel Server processes:

■ Generate Triggers

■ Page Manager

■ Email Manager

■ Workflow Monitor Agent

■ Workflow Action Agent

You can view trace file information in one of two places:

■ The Siebel Server Tasks > Tasks Info Log in Administration - Server Management. See “Viewing
Trace Files in Siebel Server Administration” on page 285.

■ The log directory of your Siebel Server. See “Viewing Trace Files in the Siebel Server Log Directory”
on page 286.

Viewing Trace Files in Siebel Server Administration
You can view trace files from the Administration - Server Management view.

To view trace files
■ In the Siebel client, from the application-level menu, choose Navigate > Site Map >
Administration - Server Management > Tasks > Log.

The Tasks applet lists the status of all the Siebel Server tasks either running or started.



Viewing Trace Files in the Siebel Server Log Directory
You can also use Windows Explorer to navigate to your Siebel Server log directory. Under log, select
the server’s name to see a file that lists all the trace files for each server process.

You can double-click the Trace File icon to access the trace file. You can view the trace file for any
application server task. See Siebel System Administration Guide for more information on using trace
files.

About Tracing and Event Log Levels
Workflow Policies uses the events described in Table 74 for logging.

Table 74. Workflow Policies Logging Events

Event Level Description

SqlParseAndExecute 4 Traces all SQL statements and execution times.

Object Assignment 3 Traces Workflow Monitor Agent while it is doing Dynamic
Assignment. Use in conjunction with Rules Evaluation.

Rules Evaluation 4 Traces Workflow Monitor Agent while it is doing Dynamic
Assignment. Use in conjunction with Object Assignment.

Task Configuration 4 Parameter configuration of the server task.

NOTE: Setting trace levels above default parameters will affect performance. Reset trace levels to
default parameters after troubleshooting has been completed.

About Workflow Policies Analysis Charts and Reports
Siebel Workflow Policies provides several charts for analyzing how frequently a workflow policy
condition is met and the total number of policy instances occurring in a specified period of time.
Workflow Policies also provides reports that summarize Workflow Policy and Workflow Log
information.

More information about analysis charts and reports is provided in the following sections:

■ “Using the Policy Frequency or Trend Analysis Chart” on page 286

■ “Using Workflow Policies Reports” on page 287

Using the Policy Frequency or Trend Analysis Chart
Policy Frequency Analysis provides you with information about the number of times a Workflow policy
executes. Policy Trend Analysis provides you with information about policy execution trends.


Workflow Policies ■ About Workflow Policies and Siebel Marketing

To view the Policy Frequency or Trend Analysis chart
■ From the application-level menu, choose Navigate > Site Map > Administration - Business
Process > Policy Frequency Analysis. This view has two applets:

■ Monitor Log. This lists the workflow policies.

■ Workflow Policy Frequency/Trend Analysis. The Workflow Policy Frequency Analysis
applet displays a chart illustrating the execution frequency of a selected policy. The Workflow
Policy Trend Analysis applet shows the total number of workflow policy conditions met over
a specified period of time. To toggle between the two analysis applets, use the toggle list on
the chart applet.

Using Workflow Policies Reports
In the Workflow Policies Policies and Log views, you can bring up a Reports page that you can print
out. To bring up the report, select Reports from View.

The Reports page that appears provides summary information of the Workflow Policy.

If you need to review all the business rules for your organization, you can print out the Reports page
for each of your workflow policies.

About Workflow Policies and Siebel
Marketing
This section describes workflow policy programs for campaign execution.

Using Workflow Policy Programs for Campaign
Execution
The Workflow Policy programs in Siebel Marketing were designed to allow a marketer to create
complex campaign policies to automate the different stages of the campaign. Actions are based on
the type of workflow policy program used and are used by Workflow Policies to create campaign
policies.

Three workflow policy programs are designed for creating actions to execute campaigns:

■ Send Campaign Email. Sends email to all contacts and prospects associated with a campaign.
See “Using the Send Campaign Email Workflow Policy Program” on page 288.

■ Create Email Activity. Creates an activity record on all the contacts or prospects that were sent
an email. See “Using the Create Email Activity Workflow Policy Program” on page 288.

■ Assign to Campaign. Takes a contact or a prospect and assigns it to a chosen campaign. See
“Using the Assign to Campaign Workflow Policy Program” on page 289.



Using the Send Campaign Email Workflow Policy
Program
The Send Campaign Email program provides marketers with the ability to send emails to campaign
contacts and prospects.

Send Campaign Email has new Available Substitutions in the Send Message Arguments applet, such
as [Prospect First Name], to allow for personalization of campaign emails.

To add a new substitution, you need to edit the SQL Statement corresponding to your Database
Platform in Siebel Tools, Program | Programs Argument. Modify the Default Value for SQL Statement
Outputs. These variables are for holding the result of the query statement. These variables also
correspond to the Available Substitution in the Send Message Argument applet.

The Recipients applet is where you select the Recipient Type. The campaign contacts and prospects
to whom the email will be sent are seen in the Contacts/Prospects applet in the Campaign
Administration view.

Using the Create Email Activity Workflow Policy
Program
This workflow policy program in a campaign creates an activity record on all the contacts or prospects
that were sent an email. In the Arguments applet, you specify the data that fills in the columns on
the record you are creating on the Contact Activity table. Table 75 describes valid values for the
Arguments applet.

Table 75. Create Email Activity Program Arguments

Argument Value
Name Description: Text of activity.

Status: Choose activity status such as planned or active from the picklist.

Type: Choose Activity type from the picklist.

Required This value indicates whether the argument is required.

Value Text or picklist.



Using the Assign to Campaign Workflow Policy Program
This workflow policy program adds the selected contact or prospect to the list of campaign contacts
or prospects for the designated campaign. Table 76 describes the value for the New Campaign
argument.

Table 76. Assign to Campaign Program Argument

Argument Value

New Campaign Picklist that allows you to choose a campaign to which you will assign the
contact or prospect.

Scenario for Creating a Marketing Campaign with
Workflow Policies
In this scenario, a marketer wants to run a two-tier campaign with different actions taken depending
on how the campaign recipient responds. The marketer is calling the campaign the “CD-ROM
Promotion.” This is how the marketer wants the campaign to work:

■ An email is sent telling recipients they can receive a discount by ordering a new product over the
phone. The marketer wants to keep track of the recipients and to give them two weeks to
respond.
■ At the end of the two-week period, any recipients who did not respond to the offer are assigned
to a new campaign.

To set up this campaign, the marketer must perform the following activities:

■ Define the actions to be used by the policies. See “Defining the Workflow Policy Actions” on
page 289.

■ Create a workflow policy group for the campaign. See “Creating the Workflow Policy Group” on
page 291.

■ Create the policies for the two tiers of the campaign. See “Creating the Policies” on page 291.

Defining the Workflow Policy Actions
Three Workflow policy actions are required for this scenario:

■ Send Campaign Email. To send the offer email to the campaign recipients.

■ Create Email Activity. To record the email activity in a table.

■ Assign to Campaign. To assign nonrespondents to a new campaign.

The steps for creating the three actions are described below.

To create a Send Campaign Email action
1 Create a new record in the Workflow Policies Actions view.



a Enter the name of the action:

Send First Campaign Contact

b Select a predefined program from the Program field:

Send Campaign Email

c Select the following predefined Workflow Policy Object from the Workflow Object field picklist:

Campaign Contact

d Enter any appropriate text in the Comments field if needed.

2 Fill in the Send Message Arguments applet.

Select dynamic fields from Available Substitutions where appropriate.

a Enter text and dynamic fields in Subject.

b Enter text and dynamic fields in Message Template for sending email to Contacts.


a Select a predefined Recipient Type from the Recipient Type field picklist.

b Select the Recipient Name from the Recipient Name picklist.

To create a Create Email Activity action
1 Create a new record in the Workflow Policies Actions view Actions applet.


First CD-ROM Campaign

b Select a predefined Workflow policy program from the Program field:

Create Email Activity


Campaign Contact

d Enter text in the Comments field if needed.

2 Fill in the Arguments applet with the activity table field name and the appropriate text.

To create an Assign to Campaign Email action
1 Create a new record in the Workflow Policies Actions view Actions applet.


Assign to Campaign

b Select a predefined workflow policy program from the Program field:

Assign to Campaign




Campaign Contact

d Enter text in the Comments field if needed.

2 Fill in the Arguments applet to indicate the name of the new campaign.

Creating the Workflow Policy Group
All policies must be assigned to a workflow policy group, so in this scenario a group is created just
for campaigns.

To define a Workflow Policy Group
1 Create a new record in the Workflow Policies Groups view.

2 Enter the name of the workflow policy group for this policy:

Campaign Group

This is the name entered into the Group field in the Workflow Policies Policies view.

Creating the Policies
Once the workflow policy actions and the workflow policy group are ready, the policies can be
created. Two policies are required in this scenario:

■ Email for CD-ROM campaign—to trigger the sending of the offer email and the email activity
record.

■ Assign Non-Respondents—to trigger the reassignment of nonrespondents to a new campaign.

In the procedures below for creating the policies, it is important to note how the fields in the
Conditions applet are set.

To create the Email for CD-ROM Campaign policy
1 Fill out the Policies Applet in the Workflow Policies Policies view.

a Enter the policy name:

Email for CD-ROM campaign

b Choose a workflow policy object from the picklist:

Campaign Contact

c Choose a workflow policy group from the picklist:

Campaign Group

d Enter a zero in the Duration field.

2 Fill out the Conditions Applet in the Workflow Policies Policies view.


Workflow Policies ■ About Testing Workflow Policies

a Enter a campaign name:

1st CD-ROM Promotion

b Enter a start date.

c Enter a campaign status of Active. This is the trigger that sets off the campaign.

To create the Assign Non-Respondents policy
1 Fill out the Policies Applet in the Workflow Policies Policies view.

a Enter the policy name:

Non-Respondents of CD-ROM campaign

b Choose a workflow policy object from the picklist:

Campaign Contact

c Choose a workflow policy group from the picklist:

Campaign Group

d Enter 14 days in the Duration field.

2 Fill out the Conditions Applet in the Workflow Policies Policies view.

a Enter a campaign name:

1st CD-ROM Promotion

b Enter a campaign status of Active. This is the trigger that sets off the campaign.

c Enter N in the Done field.

If the Policy duration is set to 14 days and Done is equal to N in the Conditions applet (meaning that
no flag exists in the activity record for this recipient), then the policy executes in 14 days. That is,
everyone who did not respond to the first campaign is assigned to a new campaign after 14 days.

About Testing Workflow Policies
This section describes testing and troubleshooting procedures.

Testing your workflow policies before implementing them into your production environment allows
action recipients to receive accurate and useful information and the results are exactly what you
want.

You need to develop a testing and migration procedure for introducing changes into the production
environment. Some of the considerations for creating a test and migration environment are
discussed in “Defining a Test and Migration Strategy for Workflow Policies” on page 209.

Before you can test your new workflow policies, you must install the Siebel Server workflow policy
components on the Siebel Server. See Siebel System Administration Guide for more information.

CAUTION: Your test environment and production environment must have identical versions of the
software.


Workflow Policies ■ About Testing Workflow Policies

Testing New Policies and Monitoring the Results
You need to test your new workflow policies by entering data that meets all the workflow policy
conditions you defined in the policy. Test each of the newly defined workflow policies, workflow policy
conditions, and workflow policy actions to verify that:

■ The policies, conditions, and actions are correctly defined

■ The policies, conditions, and actions accurately define the transactions (the correct columns) you
want to monitor

■ The actions are what you want and occur when you want them

■ The action interval and sleep times are correctly defined

Correctly testing your workflow policies and eliminating any problems are critical before
implementing the policies in your production environment.

Make sure your database triggers are created, the email and pager server processes are running,
and your Workflow Agent processes are running before you test and monitor the new policies.

You verify your action by checking to see if the proper action occurs. That is, you can check that the
email arrives or the pager goes off. You can monitor Workflow Agent progress using the Workflow
Policies Log view.

The Workflow Policy Log view displays a log of all the records that meet a policy condition tracked
by the Workflow Monitor Agent process. You access the Workflow Policy Log view from the Siebel
client.

The view contains the following fields:

■ Policy. The name of the policy.

■ Workflow Object. The name of the workflow policy object.

■ Object Identifier. The ID of the workflow policy object for which the policy condition was met.

■ Object Values. Identifying information for the row that met the policy condition.

■ Event Date/Time. The date and time the policy condition was met.
Once you have verified that the workflow policies work as expected, you can migrate the workflow
policies to your production environment.

Troubleshooting Workflow Policies
Because workflow policies are based on database triggers, a workflow policy can take effect on a
database record only after the record is committed. If you have a policy that is based on multiple
database tables, the policy takes effect only if the records on all tables are committed. For example,
Opportunity Revenue is stored in the S_OPTY_POSTN table, and lead quality is stored in the S_OPTY
table. A policy with conditions Opportunity Revenue > 10M and Lead Quality = high takes effect only
when the records are committed on both tables.


Workflow Policies ■ Migrating Policies to the Production Environment

Also keep in mind that multiple business components can be created for the same database table
using search specifications. If you are creating a workflow policy component to monitor a business
component, be sure to include all the fields that are being used in search specifications as workflow
policy columns. The workflow policy column can then be used in the policy conditions to allow
appropriate behavior to be enforced.

If your workflow policy action does not occur, check the following:

■ Verify that your test record meets ALL your workflow policy conditions.

■ Verify that the client configuration file is pointing to the correct enterprise server (one error that
can occur if the server is incorrect is ESC-00053, “Error loading rule definitions”).

■ Check the workflow policy activation date/time.

■ Check the monitor task:

■ Is the monitor awake and running against the correct group?

■ Search the Task Information log for the Row_Id of your test record.

❏ If Row_Id does not exist, run GENERATE TRIGGERS.

❏ Update your test record.

■ Check the Action Agent task:

■ Is Action Agent awake and running against the correct workflow policy group?

■ Search the Task Information log for the Row_Id of the test record.

■ Make sure your triggers are generated.

Workflow Policies and Tracing
Workflow Policies uses the General Events event for logging. To view informational messages, set the
log level to 3. To view debugging information, set the log level to 4.

Migrating Policies to the Production
Environment
To migrate fully tested policies to your production environment, you need to follow a process similar
to the one used for implementing the policies in your test environment.

To migrate to your production environment
1 Back up your production environment database.

2 Migrate your test repository environment into your production repository environment. The
process is described in the upgrade guide for the operating system you are using.


Workflow Policies ■ Predefined Programs

3 Re-enter your workflow policy action types, workflow policies, and workflow policy groups exactly
as they are in the test environment into the production environment.

NOTE: Information that you have entered using Siebel Tools does not need to be re-entered.

Administration - Server Management > Jobs.


6 From the Component/Job drop-down list, select Generate Triggers. This creates a new line entry
but does not start the task.

7 In the Job Parameters list, click New to modify parameter settings.

For a description of the component-specific parameters for Generate Triggers, see “About
Workflow Policies Server Administration” on page 263. See Siebel System Administration Guide for
a description of the generic and enterprise parameters.

8 Select Submit Query.

See “About Workflow Policies Server Administration” on page 263 for more information on trace
files. For more information on using trace flags, see Siebel System Administration Guide.

NOTE: To help prevent invalid triggers from being applied to your production environment, apply
your database triggers to your test environment before you apply them to your production
environment.

Predefined Programs
The following is a list of all predefined programs. These programs have been created from the five
program types:

■ Send Page

■ Send Email

■ Run External Program

■ Send Message Broadcast

■ Database Operation

Table 77 contains common actions that you can use by inserting your own message text.

Table 77. Predefined Programs

Program Description

Send Page

Send Page Send a generic page message.

Send Opportunity Page Send a page regarding an opportunity.

Send Quote Page Send a page regarding a quote.


Workflow Policies ■ Predefined Programs

Table 77. Predefined Programs

Program Description

Send SR Page Send a page regarding a service request.

Send Email

Send Email Send a generic email message.

Send Opportunity Email Send an email regarding an opportunity.

Send Quote Email Send an email regarding an opportunity quote.

Send SR Email Send an email regarding a service request.

Message Broadcast

Send Message Broadcast Send a generic message broadcast.

Send SR Message Broadcast Send a message broadcast regarding a service request.

Send Opportunity Message Send a message broadcast regarding an opportunity.
Broadcast

Run External Program

Run External Program Run an external program.

Database Operation

Change SR Close Date to Today Update the service request’s close date to today’s date.

Change SR Owner Change the service request’s owner.

Change SR Group Change the service request’s group.

Change SR Owner to Manager Change the service request’s owner to the current owner’s
manager.

Change SR Priority Change the service request’s priority to a new value.
Change SR Severity Change the service request’s severity to a new value.

Change SR Status Change the service request’s status to a new value.

Change SR Sub-status Change the service request’s sub-status to a new value.

Create SR Activity Create a service request activity.

Create Opportunity Activity Create an opportunity activity.


11 Reference Materials for Siebel
Workflow

This chapter provides reference information organized as follows:

■ “Siebel Workflow Terminology” on page 298

■ “Examples of Creating Workflow Processes” on page 301

■ “Predefined Business Services” on page 328

■ “Passing Parameters to and from Workflow and Data Manipulation within Workflows” on page 336

■ “Using Expressions with Workflow Processes” on page 342


Reference Materials for Siebel Workflow ■ Siebel Workflow Terminology

Siebel Workflow Terminology
Table 78 and Table 79 describe the common terms for Workflow Processes and Workflow Policies.

Table 78. Workflow Processes Terms

Term Definition

Arguments Data passed to or received from a process or step.

Branch A possible outcome of a workflow process step. A branch can have one or more
conditions. A branch is followed by a step in the workflow process definition. If
all of the conditions for the branch are met, the work item proceeds to the step
following the branch.

Business object A group of one or more business components. A business object represents an
entity in the Siebel application that you would like to monitor. A workflow
process is based on one and only one business object. Business objects are
defined in Siebel Tools.

Business process A process that is associated with operational objectives and business
relationships. A business process is a set of one or more linked procedures,
which collectively realize a business objective. An example of a business
process is managing a new service request.

Business service A type of step in a process in which an automated call is made to a service,
such as the Outbound Communications service that handles inbound and
outbound messaging. A workflow process definition can have one or more
business service steps.

Connector A definition of the relationship between two workflow process steps.

Decision Point A type of step in a workflow process definition in which the work item branches
off to different steps depending on a set of conditions. A Decision Point consists
of all possible branches for that point in the business process. Each branch
consists of one or more conditions that must be met for a work item to follow
that branch. A workflow process definition can have one or more Decision
Points.

End A type of workflow process step that specifies when a process instance is
finished.

Exception A type of workflow process step that specifies when a process instance should
follow an alternative branch instead of the normal branch path.

Process property A storage field that contains values for use in steps as input and output
arguments or for performing evaluations.

Process A graphical flowchart interface used for debugging workflow processes.
Simulator

Siebel Operation A type of workflow process step that handles database operations such as
insert, query, or update of a business component record or field.



Table 78. Workflow Processes Terms

Term Definition

Start A type of step that defines the conditions for initiating an instance of a workflow
process. When the conditions have been met, the process instance is initiated.
A workflow process definition has one and only one start step.

Step An activity within a workflow process. Steps are logically linked together to
create a process definition.

Step instance The instance of a process definition step that has been initiated. A start step is
initiated when all conditions defined for the start step have been met. A
Decision Point is initiated when all conditions for a decision branch have been
met. All other steps are initiated when the previous step has completed.

Stop A type of workflow process step that specifies the conditions that cause a
process instance to terminate prior to completion.

Subprocess A workflow process embedded into another workflow process as part of the
workflow process definition. A subprocess has its own workflow process
definition. A subprocess is a type of step. There can be one or more subprocess
steps in a workflow process.

Wait A type of workflow process step that specifies when a process instance should
pause in execution and the duration of the pause.

Workflow process The representation of a business process. A workflow process comprises one or
more steps that indicate when a business process starts and ends and includes
information about individual activities within the business process.

Workflow process An instance of a workflow process that has been initiated. A process instance
instance is initiated when the input conditions for a process definition have been met. A
process instance consists of one or more step instances and contains one or
more work items.

Work item The representation of the work being processed in the context of a step within
a process instance. A work item is an instance of a business object.

Table 79. Workflow Policies Terms

Term Definition

Business object A group of one or more business components. A business object represents an
entity in Siebel that you would like to monitor. A workflow policy object is based
on one and only one business object. Business objects are defined in Siebel
Tools.

Business rule The definition of how an organization wants to carry out a process in its
operations.

Object type An entity in Siebel Tools displayed as a node on the Object Explorer. For
example, workflow policy objects, workflow policy components, workflow policy
columns, and policy programs are all object types.




Term Definition

Policy action An event that Siebel executes when all policy conditions are true and all the
workflow policy properties are satisfied. Policy actions are based on programs.
Policy actions are defined in the Workflow Policies Actions view. Once you define
a policy action, it can be used in a workflow policy.

Policy condition A policy condition is an expression that is compared against the data in the
Siebel database. The result of the comparison is either true or false. Workflow
policy conditions are defined in the Workflow Policies Policies view. A policy
condition is defined by selecting a workflow policy column, selecting a
comparison operator, and entering or selecting a value, if appropriate.

Program The definition of an event. Types of events are Send Email, Send Page, Database
Operation, Send Message Broadcast, and Run External Program. Different
properties are associated with a program based on the event type. Some of the
properties that can be defined for a program include the fields that can be
substituted into a message, the possible recipients of a message, and the
database columns that you would like to update. Programs are defined in Siebel
Tools.

Workflow policy A systematic expression of a business rule. A workflow policy contains one or
more policy conditions and one or more policy actions. If all the policy conditions
for a workflow policy are true, then the policy action occurs. (That is, when all
policy conditions are met.) A workflow policy is contained by one workflow policy
group and is related to one workflow policy object. A workflow policy contains
additional properties that govern its behavior. Workflow policies are defined in

Workflow policy A column that defines the column on the Siebel database table that you would
column like to monitor. You use workflow policy columns when defining workflow policy
conditions for a workflow policy. A workflow policy column must be associated
with a workflow policy component for it to be used in a workflow policy. A
workflow policy column that is associated with a workflow policy component is
called a workflow policy component column. Workflow policy columns are
defined in Siebel Tools.

Workflow policy Components that define the Siebel database tables you would like to monitor.
component Workflow policy components also define the relationships between tables.
Workflow policy components contain workflow policy columns. Workflow policy
components are defined in Siebel Tools.

Workflow policy A workflow policy column that is associated with a workflow policy component.
component Workflow policy component columns define the database columns that can be
column used in workflow policy conditions for a workflow policy. Workflow policy
component columns are defined in Oracle’s Siebel Tools.


Reference Materials for Siebel Workflow ■ Examples of Creating Workflow Processes


Term Definition

Workflow policy A group of one or more workflow policies. Workflow policy groups allow you to
group group workflow policies sharing common desired behavior. Siebel Server
processes monitor workflow policy groups. For example, workflow policies that
need to be monitored hourly would be in a different workflow policy group than
those that need to be monitored weekly. Workflow policy groups are defined in
the Workflow Policies Groups view.

Workflow policy A group of one or more workflow policy components. A workflow policy object
object represents an entity in the Siebel application that you would like to monitor. A
workflow policy is based on one and only one workflow policy object. Workflow
policy objects are defined in Siebel Tools.

Examples of Creating Workflow
Processes
This section provides the following examples on which you can model your development of workflow
processes:

■ “Example: Attach an Activity Plan to an Opportunity and Test with the Process Simulator and the
Run-time Client” on page 301

■ “Example: Creating a Workflow Process Triggered by a Run-time Event” on page 313

■ “Example: Creating a Service Flow Workflow” on page 316

■ “Example: Run-time Event Workflow with User Interact Step to Navigate the End User to a View” on
page 321

■ “Example: Externalize Parameters to be Used by Siebel Workflow” on page 324

Example: Attach an Activity Plan to an Opportunity and
Test with the Process Simulator and the Run-time Client
This example takes the following steps:

1 Create a new workflow process.

a Configure the steps within the workflow process.

❏ Configure a Siebel Operation step to perform an Insert operation.

❏ Configure a User Interact step to display a view.

b Validate the workflow process.

2 Test the workflow process using the Process Simulator.

3 Call the workflow process from the UI using a run-time event.



4 Publish and activate the workflow process.

5 Test the workflow process using the run-time client.

Part 1: Create a New Workflow Process
Your new workflow is going to create an activity plan on an opportunity record and then navigate the
end user to a view to display the new plan.

To create a new workflow for this example
1 In the Object Explorer in Siebel Tools, select the Project object.

2 In the Projects OBLE, find and lock the project called “Oppty (SSE)”.


4 In the Workflow Processes OBLE, right-click and create a new record with the following
properties:

■ Name = Create Plan

■ Business Object = Opportunity

■ Workflow Mode = Interactive Flow

■ Project = Oppty (SSE)

Figure 28. Create a New Workflow Process




6 In the Process Designer, drag and drop step and connector icons from the palette to the canvas,
as follows and as shown in Figure 29:

a Add a Start step.

b Add a Siebel Operation step.

c Add a User Interact step.

d Add an End step.

e Place connectors between the steps as shown in Figure 29.

Figure 29. Add Four Steps and Connectors

7 Give each step a meaningful name. You can change step names in the Properties window. The
Properties window changes depending on context (for the appropriate step icon selected).

NOTE: If the Properties window is not showing, select a step icon, then right-click and select

Select each step and change its name as follows:

Step Name

Start Start

Siebel Operation Add Activity Plan to Oppty

User Interact Display Activity Plan

End End



To configure the steps for this example workflow
1 In the Process Designer canvas, select the Siebel Operation step (Add Activity Plan to Oppty).

2 Tell the workflow which operation you want it to perform (such as Query, Insert, or Update) and
which business component to use for the operation.

a Using the Properties Windows, set the following attributes for the step:

Property Value

Business Component Activity Plan

Operation Insert

When you perform an Insert operation on a business component, you must supply a value
for any required field in the business component. In particular, to insert a new activity plan,
you must provide the name of the activity plan template.

3 With the Siebel Operation step still selected, in the Multi Value Property Window, click the Field
Input Arguments tab.

4 Right-click and select New Record to add a new input argument, and supply the following
required values.

Field Type Value
Name

Template Literal Any valid activity template name, such as Introductory Sales Call.

5 In the Process Designer canvas, select the User Interact step (Display Activity Plan).

6 Using the Properties Window, set the following attributes:

Property Value

User Interact View Opportunity Activity Plan

7 Tell the workflow which event will denote the end of the User Interact step.

For example, you might want to wait for the user to enter additional data before continuing in
the workflow. For this example, you want to wait for the user to make and save a change to the
Activity Plan record.

a The User Interact step requires a conditional branch. Select the connector between the User
Interact step and the End step. Use the Properties window to set the following branch attributes:

Property Value

Type Condition




Property Value

Event Object Activity Plan

Event WriteRecordUpdated

Now that you have finished configuring the workflow, you are going to validate it to make sure each
step performs as intended.

To validate this example workflow
1 In the Process Designer, right-click and select Validate.

2 In the Validation dialog box, click Start.

3 If any error is reported, follow the instructions to fix it and then repeat Step 2 until no errors are
reported.

Once you have validated the workflow, you are ready to test it using the Process Simulator.

Part 2: Test the Workflow Process Using the Process Simulator
First you must verify that your Debug options are correctly set for process simulation.

To prepare to test the workflow using the Process Simulator
1 Verify the Debug options for launching the simulation client.

You need to do this because the Process Designer launches an instance of the mobile client
executable to perform the simulation.

a In Siebel Tools, select View > Options.

b In the Debug tab, review the settings and modify them as needed for your environment.



c Click OK.

The Debug tab is shown below.

2 Confirm that the Debug options are correct by launching a test client. To do this, type the F5 key
on your keyboard.

Because this example workflow is based on the Opportunity business object and the workflow
attempts to add an activity plan to an existing opportunity, you must specify an opportunity row Id
for the simulation.

To specify an opportunity row Id for the simulation
1 In the Siebel client, navigate to Site Map > All Opportunities.

2 In the Opportunities list view, obtain the row_Id of one record.

3 Return to Siebel Tools and select the Create Plan workflow process in the Workflow Proceses list.
View the workflow’s properties in the Multi Value Property window.

NOTE: If the Multi Value Property window is not showing, with the workflow process selected,
choose View > Windows > Multi Value Property Window.

4 In the Properties window, set the Default String value of the Object Id process property to the
Opportunity row Id found in Step 2.



5 Close any running Mobile client sessions now. You will not be able to use the Process Simulator
if there are running sessions.

a Confirm there are no Siebel client icons in the Task Bar before continuing.

You are now ready to simulate the workflow process.

To launch the Process Simulator
1 In Siebel Tools, in the Process Designer, right-click in the design canvas and select Simulate
Workflow Process.

NOTE: If the Simulation toolbar is not visible, choose View > Toolbars > Simulate.

2 Click the Start Simulation button in the simulation toolbar.

The Mobile client executable is launched.

3 Wait for the Simulation In Progress dialog box to appear, as shown in Figure 30.

Figure 30. Wait for the Simulation in Progress dialog box to appear before returning to Siebel Tools

4 To return to the Siebel Tools session, type Alt-Tab on your keyboard.

NOTE: At this point, you may want to hide the Object Explorer and the Properties window to
better view your work in Siebel Tools. You can also resize the Siebel Tools window so that it covers
only a part of your display area.



5 Step through the workflow using the Watch Window to monitor status (click the Simulate Next
button to move between the steps).

NOTE: If the Watch Window is blank, right-click in the Simulation applet and select Watch
Window. This refreshes the display.

6 Once the Opportunity Activity Plan view is displayed in the Mobile client, note that you cannot
reach the End step by clicking the Next button.

Since you specified a condition on the branch, you must satisfy the condition before reaching the
End step.

a Using the Mobile client session, make and save a change to the Activity Plan business
component. For example, change the Planned Start Date or the Description.

b Type Alt-Tab to return to Siebel Tools and click Next to complete the End step.

When the last step is reached, the Mobile client displays a message reporting "Simulation
terminated! Please check the watch window for details."

c Acknowledge the message and Alt-Tab to return to Siebel Tools.

7 In the Watch Window, view the Simulator Status field.

If “Simulation ended successfully” is displayed, the workflow process ran without error.

Part 3: Call the Workflow from the UI using a Run-time Event
Now that you have built and simulated a workflow process, you must decide where and how it will
be invoked from the user interface. For this example, you will add a button to the Opportunity List
applet to invoke the workflow.

To add a new button to the Opportunity list applet and configure it to invoke a new
event
1 Return to your Siebel Tools session. If you have hidden the Object Explorer, type CTRL+E to
re-expose it. You may also want to hide the Watch Window.

2 In the Object Explorer, select the Applet object.

3 In the Applets OBLE, select the Opportunity List Applet applet.



4 Right-click and select Edit Web Layout.

5 Drag a button control to the layout and set its properties as follows:

Property Value

Caption Create Plans

HTML Type MiniButton

MethodInvoked EventMethodCreateActivityPlan

Name Plan Button

NOTE: Methods that use the naming format EventMethodxxx do not require any applet or
business component script to enable the event. If you did not use this special naming convention
(for example, MethodInvoked = CreateActivityPlan) you must write a
WebApplet_PreCanInvokeMethod script to enable the event.

6 In the Controls/Columns window, set the Mode.

NOTE: If the Controls/Columns window is not visible, select View > Windows > Controls Window.

By default the Mode is “1: Base.”

a Set the Mode to “3: Edit List.”



7 Preview the applet. The new Create Plan button should appear as shown in Figure 31.

Figure 31. New Button (Create Plan) Added to the UI to Invoke a Synthetic Event

8 Save the applet changes.
9 Compile a new SRF in your client directory.
Now you are ready to modify the workflow process so that it launches whenever the method
EventMethodCreateActivityPlan is invoked.

To configure the workflow process to run when the event is detected

2 In the Workflow Processes OBLE, query for the Create Plan process created in “Part 1: Create a
New Workflow Process” on page 302.

3 Right-click the process and select Edit Workflow Process.

4 Supply a start condition for the workflow, so that the workflow will be called whenever the
method EventMethodCreateActivityPlan occurs on the Opportunity List Applet.

a Select the connector between the Start step and the step called "Add Activity Plan to Oppty".



b Use the Properties window to set the properties on the branch as follows:

Property Value

Type Condition

Event Object Type Applet

Event Object Opportunity List Applet

Event PreInvokeMethod

Subevent EventMethodCreateActivityPlan

EventCancelFlag TRUE

5 Validate the workflow process.

If there are no errors, you are ready to deploy the workflow.

Part 4: Deploy and Activate the Workflow Process
Before the new workflow process can be called in the run-time client, you must publish and activate
it.

To publish the workflow process from Siebel Tools
1 Return to your Siebel Tools session.


3 In the Workflow Processes OBLE, if "Create Plan" is the not the active row, query for it, and select
it.

4 Click the Publish button at the top of the screen.

The status of the Create Plan workflow automatically changes from “In Progress” to “Completed.”
as shown in Figure 32.

Figure 32. Workflow Deployed in Siebel Tools

5 Type F5 to launch the run-time administration client.

6 Connect using SADMIN or an equivalent administrative account.




The Workflow Deployment view is displayed.

8 In the Repository Workflow Processes applet, query for the Create Plan workflow process.

One record is returned.

9 Click the Activate button.

10 In the Active Workflow Processes applet, query for the Create Plan workflow process.
One record is returned for every version that was activated for the process.

11 In the Active Workflow Processes applet, set the Monitoring Level to 4-Debug.
12 Verify that a run-time event was created for this workflow process.
a Navigate to Site Map > Administration - Runtime Events > Events.


c Query for the method you are using to invoke the workflow (Subevent =
EventMethodCreateActivityPlan).

One record is returned.

Now you are ready to call the workflow process using the button you created on the Opportunity List
Applet.

Part 5: Test the Workflow Process Using the Run-time Client
You begin testing the workflow process in the Opportunities view of the run-time client, using the
Create Plan button you created in “Part 3: Call the Workflow from the UI using a Run-time Event” on
page 308. You make an activity plan and save a change to it. Then you review the workflow process
log.

To test the workflow process in the run-time client
1 Open the Opportunity List View to access the Create Plan button.

a In the run-time client, navigate to Site Map > Opportunities > All Opportunities.

2 In the All Opportunities list (which is the Opportunities List View that you modified in “To add a
new button to the Opportunity list applet and configure it to invoke a new event” on page 308), click
the Create Plan button.

This invokes the workflow process for an opportunity.

The workflow process invoked navigates you to the Opportunity Activity Plan view.

3 Verify that a new plan was created.

4 Edit the plan Description field and save the change.

5 Navigate to Site Map > Administration - Business Process > Workflow Instance Monitor.



6 Query for the workflow process called “Create Plan.”

The related instance data is displayed in the bottom applet.

7 Select the Step Instances tab to review the details.

If your workflow process runs without error, you can turn off monitoring.

To turn off monitoring for the workflow process
1 Navigate to Administration - Business Process > Workflow Deployment.

2 Query for the workflow process called “Create Plan.”

3 In the Active Workflow Processes applet, set the Monitoring Level field to 0-None.

Example: Creating a Workflow Process Triggered by a
Run-time Event
In this example you create a simple workflow process that is initiated by a run-time event. You
become familiar with elements involved in setting up this workflow process, and you see that the
workflow process and run-time event works.

The business scenario for this workflow is that a workflow detects a service request being taken
ownership of, then automatically creates an activity of type Research. The workflow then provides
the SR owner with initial items that can be used in research.

To set up this example workflow process
1 Launch Siebel Tools connected to a sample database.

2 Create a test project.

3 Create a new workflow process with the following properties:

Name SR Assigned - Auto Create Activities
Business Object Service Request
Group <leave this field blank>
Auto Persist No
Project <your test project>
Description <provide a description>

4 In the Workflow Processes OBLE, right-click on the new process record and select Edit Workflow
Process.

5 In the Process Designer, drag and drop the following icons from the palette to the canvas:

■ Start step

■ Siebel Operation step



■ End step

6 Drag and drop connector icons from the palette to the canvas, and use them connect one step
to another.

NOTE: Make sure that when the connector is highlighted, the end points of the connectors show
in red, which means the connector is fully connected to the steps.

7 Select each step and change its name as follows:

Step Name

Start Start

Siebel Operation Create Research Activity

End End

To create a condition branch
1 Create a condition on the branch coming from the Start step, with attributes as follows:

Branch Name SR Owner Field Updated
Type Condition
Event SetFieldValue
Event Object Service Request
Subevent Owner

2 In the Compose Condition Criteria dialog box, create a condition to check that the SR [Owner]
field is set to a value (the SR has to be assigned and cannot be left blank). Create a new record
and specify the following:

Compare To Business Component
Operation Is Not Null
Business Component Service Request
Business Component Field Owner

a Leave the Values applet blank because we are checking that the [Owner] field is not null. So
there is no need to check against any particular value.

b Click Add, and then click OK to close the Compose Condition Criteria dialog box.

To define the Siebel Operation step
1 In the Process Designer, select the Siebel Operation step icon and view its attributes in the
Properties window.

2 Specify the following attributes:

Name Create Research Activity



Operation Insert
Business Component Action

To specify the fields to populate when inserting a new record into the Action
business component
1 In the MVPW, select the Field Input Arguments tab.

2 For this test case, create Field Name records with arguments as follows:

Field Name Type Value

Type Literal Research

Description Literal Research the following: Siebel Bookshelf, SupportWeb

NOTE: When performing inserts into a business component, make sure that any required fields
for the business components are specified in this step or have pre-default settings from the
Business Component > Field configuration in Siebel Tools.

To deploy the workflow process in Siebel Tools
1 Use the open windows in the Tools MDI (multiple-document interface) to navigate back to the
Workflow Processes OBLE.

2 Query for the workflow process you created in Step 3 (SR Assigned - Auto Create Activities).

3 Deploy the workflow process.

To activate the workflow process
1 Launch the client.

3 Query for the workflow (SR Assigned - Auto Create Activities).

4 In the Repository Workflow Processes applet, click the Activate button.

To set monitoring for the workflow process
1 In the Active Workflow Processes applet, query for the workflow (SR Assigned - Auto Create
Activities).

One record is returned for every version that was activated.

2 Set the Monitoring Level to 4-Debug.

To test the workflow process being invoked by the run-time event
1 Navigate to Site Map > Service Requests > All Service Requests.



2 Create a new service request record and step off the record.

3 Re-select the service request record and click on the Activities tab.

This displays an activity with the following attributes:

■ Type: Research

■ Description: Will research the following: Siebel Bookshelf, SupportWeb

Once this activity is created, you have confirmed that the workflow process was invoked, that it
was triggered by the run-time event, and that it executed correctly.

Example: Creating a Service Flow Workflow
The goal of this example is to introduce you to the processing mode field called Workflow Mode and
its effect on workflow process execution.

The end user creates a new service request, and then Siebel Workflow detects this and performs the
following:

■ assigns the new service request to the creator

■ changes the SR Sub-status to “Assigned” to reflect the ownership

■ sets the commit time on the SR, depending on the priority

■ creates an activity with a set of steps, which the SR owner can follow when researching the SR

To create this example Service Flow workflow
1 Launch Siebel Tools, connecting to a sample database.

2 Create a test project.
3 Create a new workflow process with the following properties:

Name New SR Created
Business Object Service Request
Group <leave this blank>
Auto Persist No
Project <the test project you created in Step 2>
Description <provide a description>

4 Right-click in the new workflow process record and select Edit Workflow Process to access the
Process Designer.

5 Drag and drop the following icons from the palette to the canvas, in the order listed:

■ Start step

■ Decision Point



■ Siebel Operation steps (5 total)

■ End step

Arrange the step icons on the canvas as shown in Figure 33.

Figure 33. Service Mode Workflow

6 Drag and drop Connector icons onto the palette and use them to connect the steps to one another
as shown in Figure 33.

NOTE: To give a connectors an elbows (a corner), right-click the connector and select Add Point.
Then click the newly added point and drag it to the desired location in the canvas.

Make sure that when each connector is selected, its end points are red. The red color indicates
that the connector is fully connected to the steps it joins.

7 Double-click each step icon and branch icon to rename each one as is shown in Figure 33.

To define the branches for this example workflow process
1 Select the Connector icon called “New SR Created by User” and view its properties in the
Properties window.

2 Specify the following branch properties, which cause the workflow process to run when a new SR
is created:

Name Check SR Priority
Type Condition
Event Object Name BusComp



Event WriteRecordNew
Event Object Service Request

3 Specify branch properties for each of the connectors coming out of the Decision Point called
“Check SR Priority.” (This Decision Point checks the value of the SR’s Priority field.)

a For each connector, set the type to Condition in the Properties window.

b For each connector, right-click and select Edit Conditions to access the Compose Condition
Criteria dialog box. Define conditions as follows:

❏ For four of the five connectors, set Field definitions that correspond to a Priority value.
The workflows base the Commit Time on the value in the Priority field. (For the third
connector, do not set a priority. The default value is that the priority is not set.)

❏ For the first of the five connectors, set Priority to 1-ASAP.

❏ For the second of the five connectors, set Priority to 2-High.

❏ For the third of the five connectors, do not set Priority.

❏ For the fourth of the five connectors, set Priority to 3-Medium.

❏ For the last of the five connectors, set Priority to 4-Low.

4 Once all conditions and values are set, return to the Process Designer canvas.

To define the Siebel Operation steps for this example workflow process
1 In the canvas, select the Siebel Operation step named “Set Commit Time In 1 Hour” that comes
from the “Prio 1” branch.

In this step, you will update the Service Request by setting the Commit Time according to the
priority level, set the owner to the Service Request creator and also set Sub-status = "Assigned".



a Set the fields and values as shown below. To set the Fields, right click on the Operation step and
pick "Show Fields".

2 Select the Siebel Operation step named “Set Commit Time In 2 Hours” that comes from the “Prio
2” branch.

priority level, set the owner to the Service Request creator and Sub-status = "Assigned".

a Set the fields and values as follows. To set the Fields, right click on the Operation step and pick
"Show Fields".

❏ Field Name = Sub-Status
❏ Type = Literal
❏ Value = Assigned

3 Select the Siebel Operation step named “Set Commit Time In 24 Hours” that comes from the
“Prio 3” branch.


"Show Fields".

❏ Type = Literal




4 Select the Siebel Operation step named “Set Commit Time In 48 Hours” that comes from the
“Prio 4” branch.


"Show Fields".

❏ Type = Literal


5 Select the Siebel Operation step named “Create Plan of Action Activity.” This step will create an
activity for the service request with a set of actions that the owner can follow.

6 Set the fields and values as shown below.

In the Comment field, enter the following text (or any text of your preference):

Plan of Action:

1. Verify whether any attachments have been provided for the issue logged.

2. Ensure understanding of behavior logged by customer. If anything is unclear,
check with customer and get clarification.

3. Check whether there is anything that can be tested for the behavior.

4. Request logs where appropriate and applicable.

5. If any references are found in the Bookshelf, provide them to customer for
review



To verify that the workflow process works in real time, invoked by the run-time
event
1 Publish the workflow process from within Siebel Tools.

2 Activate the workflow process by clicking the Activate button in the Siebel client.

3 Reload run-time events.

Since the workflow process has a run-time event that initiates it, the personalization data and
cache must be updated through reloading of run-time events.

a Navigate to Administration - Run-time Events.

b From the applet menu, select Reload Run-time Events.

4 Test the workflow process being invoked by the run-time event:

a Navigate to Site Map > Service Requests > All Service Requests and create a new service request
record.
b Set a value for the Priority field, or leave it blank.

c Save the record.

When you step off the record, you will notice the client application freezes or delays slightly
(with an hourglass).

d Re-select the service request record and check the Owner, Substatus and Date Committed fields.
Verify they have been populated correctly.
5 Check the Service Request > Activities view for the new activity.

a Select the Activities tab.

The new activity record is displayed.

b View the Comments field.

6 Test out a few scenarios by creating service request records with different Priority values and see
how the workflow process Decision Point behaves.

Example: Run-time Event Workflow with User Interact
Step to Navigate the End User to a View
The goal of this example is to create a simple workflow process that is initiated by a run-time event
and that takes the end user to a view. This is an Interactive Flow.

A new service request is created by an end user. Siebel Workflow detects this and performs the
following:

■ Assigns the new service request to the creator.

■ Changes the SR Sub-Status to “Assigned” to reflect the ownership.

■ Sets the Commit Time on the SR depending on the priority.

■ Creates an activity with a set of steps which the owner can follow when researching for the SR.



■ Navigates the end user to the Service Request > Activities view to display the newly created
activity.

For this example, you will re-use the workflow process from “Example: Creating a Service Flow
Workflow” on page 316 and modify it slightly.

To set up this example workflow process
1 Launch Siebel Tools, connecting to a sample or server database.


3 In the Workflow Processes OBLE, select the workflow process called “New SR Created.”

4 Revise this workflow process to create a new version of status In Progress.

5 Rename the newly created workflow process “New SR Created - Take User to SR Activity View.”

6 Change the Workflow Mode to Interactive Flow.

7 Deactivate all previous workflow processes based on Business Object = Service Request, so that
they do not run or interfere with invocation of the workflow process for this example.

8 Right-click the workflow process called “New SR Created - Take User to SR Activity View” and
select Edit Workflow Process to access the Process Designer.

9 In the Process Designer, do the following:

a Drag and drop the User Interact step icon from the palette to the canvas, between the steps
“Create Plan of Action Activity” and “End Workflow.”
b Add connectors from “Create Plan of Action Activity” to the User Interact step, and then from the
User Interact step to the “End Workflow” step, as shown in Figure 34.

Figure 34. Example Workflow Process: “New SR Created - Take User to SR Activity View”



10 Select the User Interact step and view its properties in the Properties window. Make the following
modifications to the step’s properties:

a Change the name of the step to “Display SR Activities View.”

b In the View field, select Service Request Detail View from the picklist.

NOTE: If you are not sure which is the correct view corresponding to the UI, you can check
it by navigating to Service Requests > All Service Requests > Activities tab. Then, from the
application menu, select Help > About View. This will show the view's configuration and the
repository view name.

11 Create an event coming from the User Interact step.
a Set the following branch attributes:

❏ Name = To End

❏ Type = Condition

❏ Event Object Type = BusComp

❏ Event Object = Service Request

❏ Event = WriteRecordUpdated

12 From within Siebel Tools, publish the workflow.

To test the workflow process in the run-time client
1 In the Siebel client, navigate to Site Map > Administration - Business Process > Workflow
Deployment.

2 Query for the “New SR - Take User to Activity” workflow process.

3 Click the activate button.

4 In the Active Workflow Processes applet, query for the same process.

One row is returned for every version that was activated.

5 Make sure only the latest version is active.
6 Set the Monitoring Level to 4-Debug.

7 Reload personalization:

a In the upper applet menu choose "Reload Runtime Events".

8 Test the “New SR Created - Take User to Activity” workflow process as follows:

a Navigate to the Service Request list view.

b Create a new service request, specify a Priority level, and step off the record.

The application delays, with an hourglass. Then the Owner, Sub-Status, and Date Committed
fields are populated, and a new activity is created.

Also, the application automatically navigates the user to the Service Request > Activities
view to display the new activity record.



c Verify in the Workflow Process Log view that a process instance exists for “New SR Created -
Take User to Activity.”

Example: Externalize Parameters to be Used by Siebel
Workflow
The goal of this example is to provide a framework to externalize Workflow parameters such that
workflow processes using business services that interact with external systems do not require
repository changes when migrating between Siebel instances in development, test, and production.

Concepts shown in this example can be extended for other business services provided by Siebel and
can help avoid changes to workflows when migrating the repository between development, test, and
production Siebel instances.

Overview
Workflow processes using business services that require interaction with external systems—for
example, “EAI HTTP Transport” which requires the URL of the external system for the input argument
“HTTPRequestURLTemplate”—need to be changed when the repository is migrated between
development, test, and production. The URL for the workflow using the “EAI HTTP Transport”
business service would point to an integrated test system's external URL in the testing instance and
point to a production external system URL in the production instance.

The basic idea for the design of the framework is to store in a file all the input arguments of a
business service that are in use in a given workflow process. In the Service_PreInvokeMethod event
of the Business Service step, add script to read values of these substitutable input arguments of a
business service in use in a workflow process from a file, and set the Input Argument of the business
service with values read from a file. This way, the file residing on the production Siebel instance
server will contain values for production external systems, and the file residing on the dev/test Siebel
instance server will contain values for dev/test external systems. In other words, input argument
values are not hard coded for such a service in the workflow design, but read at run time from a file
in the Service_PreInvokeMethod Event method script.

This framework relies on a file, with a particular name, on each Siebel server being available for
reading. Otherwise the business service will fail and <ProductName> will throw an error at that
Business Service step (this is the desired behavior).

For any business service where the script is added to the Service_PreInvokeMethod event, it is
expected that an input argument called “ExternalSystem” is defined, and the argument’s value
matches the XML tag name of the child of the root element in the file.

This script code will set all the child elements of the second-level parent (child of the root element)
of the file as input arguments.

The following are the key requirements of this framework for externalizing Workflow parameters for
certain business services:

■ The framework should make transparent the migration of repository workflows between
development, test, and production Siebel instances. That is, workflows should no longer require
any changes during migration between various Siebel instances.



■ The framework should support current business services as well as future requirements.

■ The framework should support all usage scenarios of a given business service used in various
workflows.

■ The framework should be easy to manage and have a net effect of reducing the total cost of
ownership of operational aspects of running the Siebel instance.

Design
The following two services, when used in the workflow as a step, have input arguments that may
require changes when migrating the repository between development, test, and production Siebel
instances.

■ EAI HTTP Transport

■ SendandReceive Method Input Argument(s)

❏ HTTPRequestURLTemplate

■ EAI SQL Adapter

■ Query Method Input Argument

❏ ExtDBODBCDataSource

❏ ExtDBPassword

❏ ExtDBTableOwner

❏ ExtDBUserName

Assume that a given Siebel instance has integration points with third-party HR, Finance, and UAN
systems. In order to use the two services above, the input arguments mentioned above for the
respective business services must be supplied in the workflow step definition where these services
are used. The following is an arbitrary XML Hierarchy file called “ebizint.xml,” containing input
arguments for the above two services and their values. The parameters under “Finance,” “HR,” and
“UAN” are for illustration purposes only.



You can have any number of needed parameters with appropriate values. For a given usage scenario
of a business service, any parameters that are not needed will do no harm. Also, this XML Hierarchy
is completely arbitrary. The one shown Figure 35 is for illustration purposes only.

Figure 35. Example XML Hierarchy



Given the above structure of the file, the eScript code example shown in Figure 36 on page 327 can
be added to the Service_PreInvokeMethod event of the two services mentioned.

Figure 36. Example eScript Code


Reference Materials for Siebel Workflow ■ Predefined Business Services

Note the location of the “ebizint.xml” file. In a Windows environment, this file should be present on
C: on all Siebel servers where the above services could be invoked. The file must be made read-
only for the user ID under which the Siebel Service runs. Write access should be denied to all users.

There is no other ongoing maintenance required for this file. Whenever the values in the file change—
for example, the external system URL—this file needs to be updated with the correct values on all
Siebel Servers.

Figure 37 shows an example usage of the EAI HTTP Transport business service, which has the above
eScript code in the Service_PreInvokeMethod event.

Figure 37. Example Usage of EAI HTTP Transport Business Service

Predefined Business Services
This section describes the predefined business services that are commonly used in workflow
processes.

■ FINS Data Transfer Utilities. See “FINS Data Transfer Utilities Business Service” on page 329.

■ FINS Validator. See “FINS Validator Business Service” on page 329.

■ FINS Dynamic UI Service. See “FINS Dynamic UI Business Service” on page 329.

■ Outbound Communications Manager. See “Outbound Communications Manager Business
Service” on page 329.

■ Report Business Service. See “Report Business Service” on page 329.

■ Synchronous Assignment Manager Requests. See “Synchronous Assignment Manager
Requests Business Service” on page 329.

■ Server Requests. See “Server Requests Business Service” on page 330.

■ Workflow Utilities. See “Workflow Utilities Business Service” on page 333.

■ Workflow Administration Service. See “Workflow Administration Service” on page 333.

For more predefined business services, see Business Processes and Rules: Siebel Enterprise
Application Integration.



FINS Data Transfer Utilities Business Service
The FINS Data Transfer Utilities business service allows you to transfer data from a source BC to a
destination BC without using script.

FINS Validator Business Service
The FINS Validator business service allows you to validate data based on predefined rules. It is
developed through Application Administration, not through script. The FINS Validator business
service supports custom messages.

This service has one method available: Validate.

FINS Dynamic UI Business Service
The FINS Dynamic UI business service allows the creating and rendering of read-only views with a
single read-only applet based on user input. This business service is administered through
administration views, not through script.

Outbound Communications Manager Business Service
The Outbound Communications Manager business service is for sending notifications (through fax
and email), such as notifications to contacts or employees. For information on methods and
arguments, see Siebel Communications Server Administration Guide.

Report Business Service
The Report business service automates sending, scheduling, printing, saving, and emailing reports.
It also automates administrative jobs such as synching new users.

Synchronous Assignment Manager Requests Business
Service
The Synchronous Assignment Manager Requests business service is for assigning an object using
Assignment Manager rules. For more information on Assignment Manager rules, see Siebel
Assignment Manager Administration Guide.

This service has one method available, Assign. This method sends a request to the assignment
manager server component.



Assign Arguments
Table 80 describes the Assign method arguments.

Table 80. Assign Method Arguments

Argument Description

Assignment Object Name Required. This is the object that you want to assign.

Object Row ID Required. This is the row ID for the object you want to assign. To
assign the work item for the workflow process, set this to the
Object Id process property.

Reply

TIP: The Synchronous Assignment Manager Requests business service attempts to assign all
records that meet the appropriate criteria, even if they are locked. To prevent errors in your process
due to locked records, set up a condition in your workflow process or workflow policy to skip records
that do not meet the condition ASGN_USR_EXCLD_FLG = N.

Server Requests Business Service
The Server Requests business service is for sending generic requests to the server request broker.
The Server Requests business service can send requests in three different modes: asynchronous,
synchronous or schedule mode. While in synchronous mode, it will send the request to the server
request broker and wait for a response. Otherwise, it will just send the request but does not wait for
a response.

When invoking the Server Requests business service to submit a component request, you need to
specify SRBroker parameters in the input property set and all component specific parameters in a
child property set. The following are points to note:

■ Component parameters must be specified with their Alias Names in the child property set.

■ There is no validation of these Alias Names.

■ These arguments do not appear in the picklist in the Administration - Business Process views.

NOTE: If you want to pass parameters to the server component that are not listed as available
arguments, you can create a custom business service that contains the necessary parameters.
Alternatively, you can create a component job that has the parameters defined as part of the job
definition. For more information on component jobs, see Siebel System Administration Guide.

This service has two methods available:

■ Submit Request. Use this method to submit a request to the server request broker.

■ Cancel Request. Use this method to cancel any server request that is currently awaiting to be
run.



Submit Request Arguments
Table 81 describes the Submit Request method arguments.

Table 81. Submit Request Method Arguments


Component Required (if Component Job is not entered). Enter the name of the
server component to run.

Component Job Required (if Component is not entered). Enter the name of the
component job to run.

Delete After Optional. Number of iterations before deleting the request. Works with
Delete After Units. The default value is 0 (zero).

Delete After Units Optional. The units to measure the iterations for the Delete After
argument. The default value is “NoReq” for synchronous (request is
not saved to the database) and “Eon” for asynchronous (request is
never deleted).

Other possible values are:

■ ASAP

■ SECONDS

■ MINUTES

■ HOURS

■ DAYS

■ WEEKS

■ MONTHS

■ YEARS

Description Optional. A description of the server request.

Enterprise Server

Hold Flag Optional. For asynchronous requests only. Flag to indicate whether or
not to hold the request.

Maximum Execution Time For future use.

Method Optional. Only applicable for service-based server components (for
example, Workflow Process Manager, Communications Manager).
Specify the business service method to invoke.



Table 81. Submit Request Method Arguments


Mode of Server Request Required. This tells the server request broker how to handle the server
request. While in auto mode, the server request broker will set the
mode to either synchronous or schedule, depending if the client is
connected or mobile.

■ Sync: Synchronous

■ Async: Asynchronous

■ Schedule: Schedule

■ Auto: Automatic configuration

Number of Retries

Request ID Needed Optional. This is only applicable to asynchronous and schedule mode.
If this is set to false, these two server requests will return even faster.

Request Key For future use.*

Repeat Amount

Repeat Interval Optional. The interval for repeating requests.

Repeat From Optional. Possible values are Scheduled Start, Actual Start, and End.

Repeat Interval Units Optional. Unit of intervals for repeating requests.

Repeat Number Optional. The number of repetitions for repeating requests.

Retry On Error

Repeat Unit

Request ID
Server Name Optional. Enter the specific server that this request is to be run from.

Start Date Optional. Start date and time.

Storage Amount Optional. Enter the amount of time that the server request will be
stored in the database in the event that the server is down.

Storage Units Optional. Enter the units to measure the iterations for the Storage
Amount argument. The units are the same as Delete After Units.



Cancel Request Method Arguments
Table 82 describes the Cancel Request method arguments.

Table 82. Cancel Request Method Arguments


Request ID Required. This is the ID of the server request to be cancelled.

Repeat Number Optional. This is the number of repetitions of the repeating server requests
that are to be cancelled.

Workflow Utilities Business Service
The Workflow Utilities business service contains generic utilities that can be used in process
definitions.

This business service has one available method, Return Property Values. This method returns a
mirror image of the input arguments. The Return Property Values method is also referred to as the
Echo method.

Return Property Values Arguments
Table 83 describes the Return Property Values method arguments.

Table 83. Return Property Values Method Arguments


Input Arguments This method accepts any input arguments.

Output Arguments An exact copy of the input arguments.

Workflow Administration Service
The Workflow Administration business service allows Workflow to perform administrative functions,
such as Deploy/Activate/Export/Import, on multiple workflow processes specified by a searchspec.

Export Method
Exports workflow processes specified by a search specification into a specified directory. Each
workflow process is exported to a separate .XML file with a file name being the concatenation of
process name and version number.

Input Arguments
ExportDir. The directory to which the export files will be written to, e.g., d:workflows.



FlowSearchSpec. The search specification used to select the workflow processes to be exported,
for example:

[Process Name] like 'User Reg*'

Repository. The repository from which workflow processes will be exported. The default value is
“Siebel Repository.”

Output Argument
NumFlowExported. The number of workflow processes that have been exported by the service.

Import Method
Imports workflow export files specified by a search specification in a specified directory.

Input Arguments
ImportDir. The directory where the workflow export files are located.

FileSearchSpec. The search specification used to select the workflow export files to be imported,
for example:

User*.xml

Repository. The repository into which workflow processes will be imported.

Project. The Tools project into which workflow processes will be imported. The project needs to be
locked for the workflow import to succeed.

Output Argument
NumFlowImported. The number of workflow processes that have been imported by the service.

Deploy Method
Deploys workflow processes specified by a search specification.

Input Argument
FlowSearchSpec. The search specification used to select the workflow processes to be deployed.

NOTE: A default search specification, [Status] = "In Progress", is automatically added to
FlowSearchSpec and does not need to be explicitly specified.

Output Argument
NumFlowDeployed. The number of workflow processes that have been deployed by the service.

Activate Method
Activates workflow processes specified by a search specification.



Input Argument
FlowSearchSpec. The search specification used to select the workflow processes to be activated.

NOTE: A default search specification, [Status] = "COMPLETED", is automatically added to
FlowSearchSpec and does not need to be explicitly specified.

Output Argument
NumFlowActivated. The number of workflow processes that have been activated by the service.

DeleteDeploy Method
Deletes workflow deployment records specified by a search specification.

Input Argument
FlowSearchSpec. The search specification used to select the workflow deployment records to be
deleted.

Output Argument
NumFlowDeleted. The number of workflow deployment records that have been deleted by the
service.


Reference Materials for Siebel Workflow ■ Passing Parameters to and from Workflow and
Data Manipulation within Workflows

Passing Parameters to and from
Workflow and Data Manipulation within
Workflows
This section explains how to manipulate data within workflow processes and how to pass parameters
to and from Workflow.

Manipulating Data Within Workflows
You can manipulate data within workflow processes. This section explains how to access run-time
event parameters from workflow processes.

To access run-time event parameters from workflow processes
1 Set up a run-time event for each applet that is required to trigger a workflow process.

Fill in the fields of the WF Step Branch properties. Example field values are shown in the following
table.

Field Value

Branch Name Enter a name for the branch.

Type Condition

Next Step Enter a name for the next step.

Event Object Type Applet

Event InvokeMethod
Event Object Choose the name of the event object that will trigger the workflow.

Sub Event NewRecord

Comments Optional

Event Cancel Flag The default is blank.

2 Set up your process properties in Process Designer as usual. For information on using process
properties, see “About Process Properties” on page 93.



3 Drill down into the first step in your workflow process and add a new output argument for each
process property you want to populate using run-time events. Add new output arguments by
filling in the fields of the Output Arguments applet. Example field values are shown in the
following table.

Field Value

Property Name Enter a name for the property.

Type Expression

Value GetProfileAttr(“RestrucOut”)

Note: As you are filling in the Profile Attribute field, make note
of the name you give to each of the Profile Attributes property
values, for use in Step 8 on page 338.

Output Argument Leave as default.

Business Component Name Leave as default.

Business Component Field Leave as default.

Comments Optional

4 Activate the workflow process. For more information, see “Deploying Workflow Processes” on
page 182.

5 Since the workflow process includes run-time events, you must load the run-time events.

a From the application-level menu, choose Navigate > Site Map > Administration - Runtime
Events > Events.


6 From the Events view tab, find the run-time event that is associated with the workflow run-time
event that you created. As an example, you can query for the InvokeMethod event on the
Opportunity List Applet object.



7 Drill down on the Action Set Name. The Actions view is shown in the following figure.

8 Add a new Action for each process property that will be populated using run-time events. For
example, you can create a new action to set the ACU Transaction ID and call it Set ACU Trans ID.

a For each new action:

❏ Set the Action type to Attribute Set.

❏ Set the Profile Attribute to match the value you used in the GetProfileAttr call in the
Process Designer in Step 3 on page 337, such as TransType.

❏ Set the Set Operator value to Set.

❏ Assign the Value field the appropriate value, such as the literal string FA-0001. You assign
the value using the standard Siebel expression builder.

❏ Set the Sequence for the action to be less than the default sequence (for the
Workflow_XXXXXXX Action).

b Make sure the Sequence setting of the Workflow_XXXXXXX Action is the highest number so that
this action happens after all the other actions.

NOTE: Whenever you modify the workflow process, you must repeat this step because
modifying a workflow process resets the workflow action’s sequence to 1.

c From the applet menu, select Reload Runtime Events.



Passing Parameters to and from Workflow with the
Workflow Process Manager Business Service
The Workflow engine can be invoked programmatically, that is, by calling a business service. The
Workflow Process Manager business service is a standard Siebel business service used for this
purpose. When you run a workflow process by invoking the Workflow Process Manager business
service, you can pass inputs to Workflow, and in some cases, obtain outputs from Workflow.

Passing Inputs to Workflow
The input property set is required to contain a property named ProcessName, which specifies the
name of the workflow process to be run. In addition to the ProcessName property, you can put other
values, such as strings, numbers, and property sets, into the property set. These values will be
passed to the workflow process by the Workflow Process Manager business service.

Simple data type process properties (such as String, Number, and DateTime) that are marked In or
In/Out will be initialized if the input property set has a property (in the top-level property set) with
a name matching the name of the workflow process property. The value of such a property in the
input property set will initialize the value of the matching workflow process property.

Hierarchical data type process properties that are marked In or In/Out will be initialized if the input
property set has a child whose property set Type field contains a string matching the name of the
hierarchical workflow process property. If such a match is found, the matching child (and everything
below the child) in the input property set is copied into the process property.

Passing Outputs from Workflow
Not all workflow processes that are started programmatically return outputs. For example, an
interactive workflow process may be programmatically started, but since it can pause, the output
from the call to start the workflow process may reflect the state at an intermediate point. For this
reason, only workflow processes that are guaranteed to run to completion in one call, that is, service
flows, should be expected to provide output in the output arguments of the call into the Workflow
Process Manager business service.

Output arguments follow the same convention as input arguments. Simple workflow process
properties (such as String, Number, and DateTime) that are marked Out or In/Out will appear as
properties on the top-level property set. Hierarchical process properties will appear as children of
the output property set. Hierarchical process properties can be located by examining the Type field
of the child, which will match the workflow process property name.

Example Scripts
You can use scripts for invoking Workflow programmatically and for passing parameters. Example
scripts are provided in the following sections:

■ “Example Script: Invoking Workflow Programmatically and Constructing an Input Property Set” on
page 340

■ “Example Script: Defining Property Sets for the Input Property Set” on page 340

■ “Example Script: Constructing Property Sets” on page 340



■ “Example Script: Assembling Properties and Child Property Sets into the Input Property Set” on
page 341

■ “Example Script: Invoking the Workflow Process Manager Business Service and Passing It the Input
Property Set” on page 341

Example Script: Invoking Workflow Programmatically
and Constructing an Input Property Set
The following is a sample script which programmatically invokes the Workflow Process Manager
business service and which constructs an input property set, psInputs, for the business service. This
script defines strings that will be put into the input property set as properties.

var msgName = "Siebel Agent Authorization Retrieval";

var reqSubType = "CICS Services Request";

var reqType = "AgentAuthorizationReq";

var CICSServiceName = "Consumer Auto Agent Authorization Retrieval";

var processName = "Consumer Auto VBC VBC Template";

var reqFileName = "C:sea752XMLMessagesAgentAuthorizationVBCReq-final.xml"

var resFileName = "C:sea752XMLMessagesAgentAuthorizationVBCResponse-final.xml"

Example Script: Defining Property Sets for the Input
Property Set
The following is a sample script that defines property sets, which will be put into the input property
set as child property sets.

//Request PS

var psRequest = app.NewPropertySet();

var psAgentNumTag = app.NewPropertySet();

var psType = app.NewPropertySet();

var sAgentID;

Example Script: Constructing Property Sets
The following is a sample script that constructs property sets.

//Build property set hierarchy

sAgentID = app.LoginName();



psRequest.SetType("XMLHierarchy");

psAgentNumTag.SetType("DataAgentNumber");

psAgentNumTag.SetValue(sAgentID);

psRequest.AddChild(psAgentNumTag);

Example Script: Assembling Properties and Child
Property Sets into the Input Property Set
The following is a sample script that assembles properties and child property sets into the input
property set.

psInputs.AddChild(psRequest);//Pass in Property Set

psInputs.SetProperty("RequestURLTemplate", requestURLTemplate);//Pass in string

psInputs.SetProperty("RequestSubType", reqSubType);

psInputs.SetProperty("ReqType", reqType);

psInputs.SetProperty("MessageName", msgName);

psInputs.SetProperty("CICSServiceName", CICSServiceName);

psInputs.SetProperty("ProcessName", processName);

psInputs.SetProperty("Request File Name", reqFileName);

psInputs.SetProperty("Response File Name", resFileName);

Example Script: Invoking the Workflow Process
Manager Business Service and Passing It the Input
Property Set
The following is a sample script that invokes the Workflow Process Manager business service and
passes it the input property set.

var svc = TheApplication(). GetService(“Workflow Process Manager”);

svc.InvokeMethod("RunProcess", psInputs, psOutputs);//Call the Workflow

var sErr = psOutputs.GetProperty("sErr");//Check the Workflow status


Reference Materials for Siebel Workflow ■ Using Expressions with Workflow Processes

Passing Parameters from Workflow to Global Variables
(Profile Attributes)
You can use a business service to access and pass parameters from Workflow to global variables.

To access workflow parameters for a running workflow process
1 Define a business service with relevant methods and parameters.

2 Access the business service from the workflow process.

3 In the business service step in the workflow process, pass the workflow process properties to the
business service method arguments. For more information, see “About Business Service Steps”
on page 114.

4 Use the following script to take the business service argument values and assign them to Profile
Attributes.

function Service_PreInvokeMethod (MethodName, Inputs, Outputs)

{

if( MethodName == "XXX" ) {

var isWorkflowRunning, viewValidCurrent, viewValidNext;

// read the input arguments into profile attributes

isWorkflowRunning = Inputs.GetProperty("Workflow Running");

viewValidCurrent = Inputs.GetProperty("Valid View Current");

viewValidNext = Inputs.GetProperty("Valid View Next");

TheApplication().SetProfileAttr("WFRunning", isWorkflowRunning);

TheApplication().SetProfileAttr("WFViewCurrent", viewValidCurrent);

TheApplication().SetProfileAttr("WFViewNext", viewValidNext);

}

5 Use the profile attributes for further processing. All the necessary information has been put into
the profile attributes of the application. Users can use the standard procedures for accessing the
profile attributes to extract this information. For more information, see Siebel Personalization

Using Expressions with Workflow
Processes
Expressions can be used in workflow processes. The timestamp argument is of particular note, as its
arithmetic varies from the time information used in workflow policy programs.



For more information, see “Using the Timestamp Argument” on page 343.

Using the Timestamp Argument
You can use the timestamp argument to get the current system time and to do time arithmetic based
on the current time.

The arithmetic involving time information for workflow processes is different from that for workflow
policy programs. The second operand to the 'Timestamp () ' function must be provided in a scale of
minutes, that is, as a fraction of the whole day.

For example, if the intended result of an arithmetic operation is 30 minutes, then the argument
should appear as follows:

Timestamp()+0.021

The operation is explained as follows:

■ 0.021 = 30/(24*60)

■ (24*60) represents a whole day in minutes

■ 30 represents the required minutes


Index

A definition 298
action parameters, defined 22 next step branches, defining 108
ActionAgent parameter 278 User Interact next step branches, defining 133
ActionInterval parameter 278 business analyst, role of 25
actions business objects
creating for workflow policies 218 defining primary business components for 57
working with for workflow policies 210 definition 298
Actions applet business policies
field descriptions, Actions view 211 creating policy actions 218
field descriptions, Policies view 233 creating policy groups 224
applet fields creating workflow policies 226
Supprocess applet 121 gathering information on 55
WF Process Props applet 71 business processes
WF Step Branches applet 102 automating 169
WF Step Recipients applet 120 business processes, definition 298
WF Steps applet 99 business rule, definition 299
architecture of workflow components 27 business service
arguments definition 298
action parameters for policies 22 using in workflow processes 114
common values for policy programs 254 Business Service steps
Create Email Activity program 288 about 114
creating argument values 256 defining 118
creating SQL statements for program 258 input arguments, defining 119
Database Operation program 216 output arguments, defining 119
definition 298 Business Service, Workflow Policy Action,
Policy Program List Argument view 252 executing from, note 218
programs, example of creating 258 business services, predefined
Run External program 215 asynchronous server requests 330
Send EMail program 213 Outbound Communications Manager 329
Send Message Broadcast program 214 synchronous server requests 330
Send Page program 212 Workflow Utilities, arguments 333
Assign Non-Respondents policy, creating
292 C
Assign to Campaign Email action 290 calculated fields, updating 125
Assign to Campaign program 289 campaigns
Assignment Request, Workflow Policy Create Email Activity program 288
program 24 marketing campaigns, scenario with Workflow
asynchronous server requests 330 policies 289
comparison operations
B condition criteria 106
Batch feature 220 comparison values
Batch field for workflow policies 227 entering date calculations 233
batch mode specialized 230
running workflow processes 172 standard 229
BatchMode parameter 278 using in the Conditions applet 229
branches Compose Condition Criteria dialog box
Decision step, defining 113 field descriptions 105


Index ■ D

conditions E
defining in Start steps 133 email
User Interact next step branches 133 consolidating for recipient 220
Conditions applet consolidating for recipient, about using batch
field descriptions, Policies view 229 mode 227
using comparison values 229 creating Workflow policy for 234
using specialized comparisons 230 testing 235
using standard comparisons 229 Email for CD-ROM Campaign policy, creating
Configurator workflow role, described 25 291
connector Email Manager
defining for Decision branches 113 setting up on Siebel Server 269
defining for Start branches 108 troubleshooting 272
defining for User Interact next step branches End steps
133 about 139
definition 298 defining 139
diagramming a workflow process 91 definition 298
point in connector, removing or adding 91 output arguments, defining 140
copying End User, workflow role, described 25
workflow processes 92 Error Code
workflow steps 92 default process property 93
Create Email Activity error handling
about and arguments 288 about 161
creating 290 assigning error processes to subprocesses
162
D defining exceptions 163
database passing properties and property sets to error
Siebel database, described 27 processes 162
specialized comparisons 232 using error processes 161
triggers, creating 263 using exceptions 163
Workflow Policies database tables 274 Error Message
Database Operation, Workflow Policy default process property 93
program about 23 errors
date calculations, comparison values 233 assigning error processes to subprocesses
Decision steps 162
about conditions for 114 defining exceptions 163
about working with 112 handling 161
branches, defining 113 passing properties and property sets to error
definition 298 processes 162
default SQL statements 262 using error processes 161
DeleteSize parameter 279 using exceptions to handle errors 163
deleting errors, correcting process and resuming 165
processes 92 events
workflow process instances 192 generating user events 158
workflow process steps 92 handling 155
deploying workflow processes user events, configuring long-running
tutorial 87 workflows to wait for user events 159
deployment of workflow processes 181 using run-time events 155
on regional nodes 184 using user events 156
to mobile clients 184 Workflow User Event business service 157
to mobile clients, restricting routing 184 events handling 155
designing workflow processes suspended interactive workflows 153
tutorial 80 user logout event 153
events, tracing and logging 196


Index ■ F

exceptions 152
defining 163 input arguments
definition 298 defining for Business Service steps 119
explicit resumption of interactive workflows defining for Subprocess steps 122
152 field descriptions for Business Service steps,
explicit suspension of interactive workflows Subprocess steps, and Wait steps 115
152 Stop steps, defining 138
External Program, Workflow Policy program Wait steps, defining 131
about 24 installation
verifying Workflow Policies 59
F interactive workflow processes
FDR building 146
See Siebel Flight Data Recorder files forward and backward navigation 153
field descriptions Object Id 94
Compose Condition Criteria dialog box 105 suspending and resuming, about 151
for defining workflow process steps 99 suspension, events handling 153
input arguments for Business Service steps, suspension, in-memory cache 153
Subprocess steps, and Wait steps 115 suspension, user logout event 153
output arguments for Business Service steps, synthetic events, creating 147
Subprocess steps, and Siebel synthetic events, creating Next and Back
Operation steps 116 synthetic events 148
Policies applet, Workflow Policies Groups view synthetic events, creating ResumeLastIntFlow
225 synthetic events 150
Policies applet, Workflow Policies view 228 synthetic events, creating SaveWorkflow
Search Specifications for Siebel Operation synthetic events 148
steps 128 invocation of workflow processes 165
Subprocess applet 121 about 165
WF Process Props applet 71 as a configured business service 170
WF Step Branches applet 102 from a run-time event 169
WF Step Recipients applet 120 from a script 167
WF Steps applet 99 from a script in the object manager, example
field name modifications 247 168
from a Workflow policy 166
G
Generate Trigger (GenTrig)
K
component-specific parameters for 266 KeepLogDays parameter 279
functions of 263
tips for running 266 L
Generic Request Server, Workflow Policy LastUsrCacheSz parameter 280
program 24 license key validation 59
GenReqRetry parameter 279 logging events, table of 196
global implementations of Workflow 159 long-running workflow processes
GroupName parameter 279 assigning subprocesses to end users 145
groups building 145
creating for workflow policies 224 Object Id 94
planning policy groups 203
working with for workflow policies 224 M
MailTo parameter 280
I marketing campaigns, scenario with
IgnoreError parameter 279 Workflow policies 289
implicit resumption of interactive workflows Message Broadcast
152 Arguments applet, about and arguments and
implicit suspension of interactive workflows values 214


Index ■ N

workflow policy program type 212 Operation steps 116
migrating
policies, suggested strategies for 209 P
production environment, workflow policies to Page Manager
294 parameters for 271
workflow processes 185 setting up 270
migration strategy, defining for workflow troubleshooting 272
processes 58 palette items in Process Designer 73
multilingual environment parallel processing, Workflow processes,
configuring workflow processes 159 supported by 108, 133
defining expressions for workflow processes persistence
160 about 154
multiple records, executing actions in a enabling, setting 155
workflow process for 172 using 154
multi-value group planning
updating a field based on a 129 workflow policies, about 204
MVG workflow policies, determining what to
updating a field based on a 129 monitor 205
workflow policies, planning policies and
N conditions 205
name, modifying policy column and policy workflow policy groups 203
field names 247 policies
naming conventions creating 226
for process properties 77 creating actions for 218
for workflow processes 77 creating groups for 224
monitoring 205
O planning for 204
Object Explorer view planning policies and conditions 205
workflow policy objects, adding to 236 Policies applet
workflow policy objects, defining 246 described, Workflow Policies Groups view 224
Object Id field descriptions, Groups view 225
default process property 93 field descriptions, Policies view 228
in long-running, interactive, and service Workflow Policies Groups view, field
workflow processes 94 descriptions 225
Object List Editor (OBLE) in Siebel Tools 89 policy action
Object Manager See programs
running workflow processes 172 creating 218
object type definition 300
definition in relation to Siebel Tools 62, 236 working with 210
program types, table of 252 policy condition
Workflow Policies terms, definition 299 definition 300
workflow policy objects, modifying 248 role in workflow policies 22
workflow policy program, viewing with Policy Frequency Analysis chart, viewing 286
Program List view 252 policy groups
Outbound Communications Manager creating 224
available methods, described 329 planning, about and reasons for using 203
output arguments predefined programs
defining for Business Service steps 119 assigning manager as owner 261
defining for Siebel Operation steps 127 close date, changing 259
defining for Subprocess steps 123 Message Broadcast program, screen example
End step, defining 140 and arguments 214
field descriptions for Business Service steps, owner, changing 260
Subprocess steps, and Siebel Run External Program 215, 222


Index ■ R

Send Email, using and arguments 213 Subprocess step, defining input arguments
Send Quote Page 262 122
table of 295 Subprocess step, defining output arguments
workflow action, using a predefined program 123
to create 23 Subprocess step, defining recipients 123
workflow policy programs 259 testing with Process Simulator, about 176
Process Designer User Interact step, about 131
design functions 64 User Interact step, defining 132
diagramming a process 90 Wait step, about 130
palette items 73 Wait step, defining 130
using 64 production environment, migrating to 294
Process Instance Id program
default process property 93 definition 300
Process Properties property fields descriptions, workflow policies
workflow processes, about passing to 95 252
process properties 93 workflow policy types 211
concatenating 97 Program Argument common properties,
defining 96 table of 253
definition 298 Program Argument List view, about 252
naming conventions 77 Program List view, using to list workflow
passing field values to example 168 policy programs 252
versus property sets 95 programs
Process Simulator 177 predefined, table of 295
definition 298 workflow policy action types 23
running 178 properties
testing workflow processes 176 described 62, 236
testing workflow processes, caution 178 Program Argument common, table of 253
workflow processes, using to invoke 176 Run External Program Argument 256
process steps Send Message Argument 255
Business Service step, about 114 workflow policy programs 252
Business Service step, defining 118 property sets
Business Service step, defining input versus process properties 95
arguments 119 property sets, passing to workflow
Business Service step, defining output processes 95
arguments 119
copying 92 R
Decision step, about working with 112 recipient types, table of 217
deleting 92 recipients
End step, about 139 defining for Subprocess steps 123
End step, defining 139 Recipients applet, field descriptions 217
Siebel Operation step, about 124 recovery
Siebel Operation step, defining 125 workflow processes, about 164
Siebel Operation step, defining fields 126 workflow processes, automatic 164
Siebel Operation step, defining output workflow processes, manual 165
arguments 127 ReloadPolicy parameter 280
Siebel Operation step, defining search repository setting, verifying 59
specifications 126 Requests parameter 281
Start step, about 107 Run External
Start step, defining 107 Program Argument properties, table of 256
Start step, defining Next Step branches 108 workflow policy program, creating action 222
Stop step, about 137 workflow policy program. about and example
Stop step, defining 138 and arguments 215
Subprocess step, about 120 Run Workflow Process, about using to define
Subprocess step, defining 122


Index ■ S

a policy 166 making object types available 263
run-time events 155 Siebel database, described 27
Siebel eScript, examples of invoking from
S workflow process 167
S_ESCL_ACTION table 274, 275 Siebel FDR files
S_ESCL_ACTN_REQ table 274 See Siebel Flight Data Recorder files
S_ESCL_LOG table 274, 275 Siebel Flight Data Recorder files 198
S_ESCL_REQ table 274, 275 Siebel Operation
S_ESCL_STATE table 274, 275 definition 298
SARM Siebel Operation Object Id
See Siebel Application Response Management default process property 93
scripts, invoking workflow processes, Siebel Operation steps
examples 167 about 124
Search Specifications for Siebel Operation defining 125
steps defining fields 126
field descriptions 128 defining output arguments 127
seeded workflow processes 57 defining search specifications 126
Send Campaign Email, using 288 updating fields based on multi-value groups
Send Email 129
creating for Workflow policy 234 Siebel Server
using and arguments 213 Email Manager, setting up 269
Send Message Argument, properties, table of setting up for Page Manager 270
255 Siebel Server Administration, viewing trace
Send Message Arguments applet 213 files 285
Send Message Broadcast, Workflow Policy Siebel Server log directory 286
program 23 Siebel Server task trace file
Send Message, Workflow Policy program 23 created for listed processes 285
Send Page viewed in Siebel Server Administration 285
about and arguments 212 viewed in Siebel Server log directory 286
Workflow Policy program about 23 Siebel Server, description 27
Send Quote Page, using and SQL statement Siebel Tools 27
examples 262 customizing Workflow Policies 236
Send to Relative recipient type, about Program List view, using 252
sending email or page 217 Validate Tool and Workflow Policies 248
server requests, submit request arguments Workflow Processes and 62
331 Siebel VB, examples of invoking from
Service Request Priority, updating 222 workflow process 167
service requests simulation
assigning manager as owner 261 workflow processes 177
close date, changing to today’s date 259 specialized comparisons, descriptions 232
owner, changing to today’s date 260 SQL script file 267
service workflow process SQL statements
Object Id 94 created for program arguments 258
Siebel administrators types of 262
correcting processes and resuming 165 Start step
deleting workflow process instances 192 defining a start step 133
stopping workflow processes 190 Start steps
Siebel Application Response Management about 107
197 defining 107
Siebel ARM defining Next Step branches 108
See Siebel Application Response Management definition 299
Siebel Client step instance, defined 299
description 27 steps
copying 92


Index ■ T

definition 299 notes on 293
deleting 92 tutorial
Stop steps deploying workflow processes 87
about 137 designing workflow processes 80
defining 138 testing workflow processes 85
definition 299
input arguments, defining 138 U
Subprocess applet user events
field descriptions 121 configuring long-running workflows to wait
Subprocess steps 159
about 120 using 156
defining 122 Workflow User Event business service 157
defining input arguments 122 User Interact next step branches
defining output arguments 123 conditions 133
defining recipients 123 User Interact steps
subprocesses about 131
assigning to end users for long-running branches, defining 133
workflow processes 145 creating substitute view names 134
definition 299 defining 132
synchronous server requests 330 user, workflow role described 25
synthetic events
creating 147
creating Next and Back events 148 V
creating ResumeLastIntFlow events 150 Validate Tool
creating SaveWorkflow events 148 using for Workflow Policies 248
using for Workflow Processes 175
values
T described 63, 236
testing Message Broadcast program type 214
workflow process, creating strategy for 58 Recipients applet fields 217
workflow processes, Process Simulator 176 Run External program type 215
workflow processes, tutorial 85 Send Email program type 213
testing workflow policies 293 Send Message Broadcast program type, table
trace file of 214
Siebel Server log directory, viewing in 286 valid database operations program argument
Siebel Server task trace file, created for listed 254
processes 285 VerCheckTime parameter, setting 42
viewing trace files 285 view names
tracing creating substitutes using process properties
workflow processes, increasing tracing levels 134
197
workflow processes, log levels 196
tracing and logging events 196 W
trigger Wait steps
database triggers, creating 263 about 130
Generate Trigger (Gen Trig), component- defining 130
specific parameters for 266 definition 299
Generate Trigger (Gen Trig), functions 263 global time calculations 160
Generate Trigger (Gen Trig), tips of running input arguments, defining 131
266 WF Process Props applet
invalid trigger, avoiding in production field descriptions 71
environment 295 WF Step Branches applet
troubleshooting field descriptions 102
Email and Page Manager 272 WF Step Recipients applet
field descriptions 120


Index ■ W

WF Steps applet Workflow Groups, starting multiple for 283
field descriptions 99 Workflow architecture
wildcards, using in standard comparisons overview 27
230 Workflow columns
work item, defined 299 adding 245
Workflow adding to Workflow objects 247
associated job roles 25 applet fields in 240
definition 18 associating Workflow component with 248
deployment architecture 46 described 300
design-time architecture 43 Workflow Columns applet fields, values of
enabling business services for 58 240
general principles 18 Workflow component columns
global implementations 159 described 300
global implementations, configuring workflow functions of 238
processes in a multilingual properties fields 245
environment 159 Workflow Component Columns List view
global implementations, defining expressions described 244
for workflow processes 160 function of 240, 242
global implementations, Wait steps and global Workflow components
time calculations 160 architecture 27
interaction with other Siebel components 52 associating with Workflow column 248
invocation mechanisms 49 defining 246
processing modes, 7.0 Flow 143 described 238, 300
processing modes, about 141 relationship between 239
processing modes, Interactive Flow 144 relationship between component and primary
processing modes, Long Running Flow 143 250
processing modes, Service Flow 144 relationship between Workflow object and 239
requirements 56 Workflow Components List view
run-time architecture 47 displayed 243
Siebel Tools and 62 function of 240
simulation architecture 45 Workflow condition, defined 300
upgrading 60 Workflow Conditions applet
Workflow Action Agent using specialized comparisons in 230
functions of 281 workflow groups
starting 273 creating 203
to run processes of 282 defining a workflow policy group 291
to shut down 282 description 24
Workflow Action Arguments Workflow Agent processes, starting multiple
applets, described 210 283
Workflow Actions workflow policy group, described 301
creating Assign to Campaign Email 290 Workflow Groups applet
creating Create Email Activity 290 about using 224
creating Database Operation Program type field descriptions 225
222 Workflow Groups view, function of 210
creating Message Broadcast Program type Workflow Instance Admin view 194
214 Workflow Instance Monitor view 194
creating Run External Program type 215 Workflow Manager
creating Send Campaign Email 289 See Workflow Policies
creating Send Message Program type 213 Workflow Monitor Agent
creating Send Page Program type 212 parameters 278
using Database Operation program type 216 starting 275
Workflow administrator, role of 25 testing workflow policies 293
Workflow Agent process Workflow object properties fields 242
starting automatically 283 Workflow objects


Index ■ W

adding columns to 247 Workflow Policies Explorer view 210
adding new 247 Workflow Policies Groups view
defined using Object Explorer views 246 Policies applet fields, table of 225
described 301 Policies applet, described 224
functions of 238 Workflow Groups applet 224
relationship between Workflow components Workflow Policies Log view 210
and 239 Workflow Policies module, described 17
Workflow Objects List view 239 Workflow Policies Policies view
workflow persistence Actions applet field, table of 233
about 154 working with 225
enabling, setting 155 Workflow Policies Report page, about 287
using 154 Workflow Policies view, function of 210
Workflow Policies Workflow Policy Action Agent 203
definition 22 workflow policy actions
license key validation 59 creating 218
overview 21 working with 210
policy condition, about 22 Workflow Policy applet fields 228
program types, list of 23 workflow policy column, definition 300
repository setting, viewing 59 workflow policy component column,
required components 59 definition 300
structure, about rule structure (diagram) 22 workflow policy components, definition 300
verifying installation of 59 workflow policy groups
views, administered by and example 25 creating 224
workflow groups, about 24 definition 301
workflow policy action, parts of (diagram) 22 planning 203
workflow policies Workflow Policy Log 293
Assign Non-Respondents policy, creating 292 Workflow Policy Monitor Agent 203
conditions, table of specialized comparisons workflow policy objects
232 definition 301
created for Send Email 234 modifying 248
creating 225, 226 Object Explorer, adding to 236
described 300 workflow policy program
Email for CD-ROM Campaign policy, creating property field descriptions 252
291 viewing with Program List view 252
invoking a process 166 workflow process
migration 209 copying workflow processes 92
moving from one group to another, note 228 defining new workflow processes 76
planning policies and conditions 205 defining parameters 75
planning, about 204 defining process properties 96
planning, determining what to monitor 205 defining step details 91
production environment, migrating to 294 defining steps 75
program types 211 deleting steps 92
Siebel Operation steps, using different object deleting workflow processes 92
layers, described 129 diagramming steps 90
testing 209, 293 field descriptions for definitions 99
using specialized comparisons 230 modifying existing definitions 78
using standard comparisons 229 naming conventions 77
views, list of 210 process properties 93
Workflow Policies Actions view process properties versus property sets 95
applet, field descriptions 211 reviewing existing definitions 76
applets, description of 210 types, 7.0 Flow 143
Message Broadcast Arguments applet 214 types, about 141
Recipients applet 217 types, Interactive Flow 144
Workflow Policies Arguments applet 211 types, Long Running Flow 143


Index ■

types, Service Flow 144 process properties and property sets 95
workflow process instance purging instances from the log 192
definition 299 recovery 164
Workflow Process Manager requirements 56
about running workflow processes in batch running in batch mode 172
mode 172 running in the application object manager 172
server component, running a workflow running in the Workflow Process Manager
process 171 server component 171
Workflow Process Manager business service running on Object Manager 172
passing inputs and outputs 339 Siebel Tools and 62
workflow process parameters simulation 177
about defining 75 stopping all instances of a specific process
workflow process steps definition 190
about defining 75 stopping instances 190
workflow process, designing testing 176
definitions, working with 76 testing caution 178
Workflow Processes testing, defining and migration strategy 58
overview 19 testing, Process Simulator 177
sample scenario 20 testing, running the Process Simulator 178
workflow processes testing, Validate Tool 175
administering 188 testing, workflows involving server
business services, enabling 58 components 180
considerations for planning 57 tracing events 294
copying 92 troubleshooting, about 193
definition 299 troubleshooting, increasing tracing levels 197
deleting 92 troubleshooting, Siebel Application Response
deploying 182 Management 197
deploying, about 181 troubleshooting, Siebel Flight Data Recorder
deploying, on regional nodes 184 files 198
deploying, restricting mobile client routing troubleshooting, tracing and event log levels
184 196
deploying, to mobile clients 184 Workflow Processes module, described 17
existing process definitions, reviewing 76 workflow processes, designing
exporting process definitions 187 process steps, about diagramming 90
gathering information for 55 process steps, diagramming procedure 90
importing process definitions 187 workflow processes, monitoring
invocation 165 correcting processes and resuming 165
invocation, as a configured business service deleting workflow process instances 192
170 stopping 190
invocation, from a run-time event 169 tracing and logging events, table of 196
invocation, from a script 167 Workflow programs
invocation, from a script in the object Assign to Campaign 289
manager, example 168 configuring predefined 259
invocation, from a Workflow policy 166 Create Email Activity 288
invocation,about 165 creating or modifying 256
invoking from a run-time event, about 169 described 251, 300
invoking from a script, examples 167 five types of 251
invoking from a workflow policy 166 Send Campaign Email, using 288
migration from development to production Workflow User Event business service
185 generating user events 158
monitoring, about 193 Workflow Utilities, arguments 333
monitoring, levels 195
overview of developing 61
planning tips 57


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