Procedure - restart workflow in Worklist Handler

Contents

1. Description
2. Rules
3. Tasks
 

1. Description

Follow this procedure to attempt to restart the workflow to push a stalled order (in CORE or ViVA) to completion. 

Who
This procedure is for Technical Support agents only. 

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2. Rules
There are no business rules for this procedure. 

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3. Tasks

1. Enter the workorder number in Worklist Handler
2. Complete the work item in Worklist Handler
 

1. Enter the workorder number in Worklist Handler

1. Open Worklist Handler in an internet browser.
2. Enter your username and password in the required fields and click Login.
   Note: Your username and password are the same as your CORE login details.
    
3. From the Menu Options, select Default Worklist.
4. In the Work List Search section, select the Search by Service Order ID radio button.
5. Enter the service order number from CORE in the Search by Service Order ID field.

Note: To find the service order number in CORE: 

1. Open the customer's account in CORE.
2. On the Account Summary screen, click the Open Orders link. 
3. Go to the Committed part of the order and click the Service Order Info link. 
4. In the Extended Data section, note the Service Order ID. 

 

6. Click Submit.
7. In the Work List table, check the Activity column. 

If...	Then...
the Activity column shows a result (e.g. Replace Inventory Placeholders or Waiting for WorkOrder)	Select the activity listed.  Go to task 2.
the Activity column shows no result	Ensure that the workorder number is correct (e.g. there are no spaces and the correct number is copied from CORE).  If the workorder number is correct, and the Activity column still shows no result, Worklist Handler cannot fix the issue. See your Team Leader for assistance.  End of procedure.

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2. Complete the work item in Worklist Handler

1. Click Open in the Work Item. 

2. Click the back symbol on your internet browser. 
3. Click Refresh in the Work Item window. 
4. Click Complete in the Work Item window. The Work Item Successfully Complete will display. 
5. Check CORE to see if the order has gone through to completion. 

Note: It may take several minutes for Worklist Handler to speak to CORE and force the order to completion. 

If...	Then...
the order has completed	end of procedure.
the order has not completed	escalated to your Team Leader to log a Service Hub ticket. The issue should be resolved by IT within 48 hours.  End of procedure.

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