Skip to main content

I have been asked to build a support workflow similar to an email chain through nintex workflow. Any other suggested ways to achieve similar results would be appreciated as well. 

The request is a bit confusing but here it is:

  1. Requestor submits a request
  2. Task is assigned to a Group to respond to
  3. Responses are continually gathered until step 4 (does not require responses from all members...just keep going until step 4 is complete)
  4. Requestor determines if the answer solves request

I am not sure how to gather multiple responses from the group until the requestor sets a status to complete. I either gather from all members, or from the first response in a flexi to progress. Rebuilding the variable storing multiple responses each time in a build string seems daunting atm.

Would this work as a parallel action with a Request Data from Group and another Request Data from Requestor in second branch? Even then, I cant see how the variable would append each of the "last comments" and still continue to collect/append responses simultaneously.

Would a state machine work for you here?

Use the state machine to pass the call to and fro between the support team and the customer and each time it goes to the customer they have a flexi task where they log their comments and then close the task saying In progress, cancelled or fixed. When they select fixed the workflow exits the state machine.

Or if the responses are not between the support team and customer, but just the support team you could have a Loop.

You will however have lots of tasks created with either approach.

Hmm, I like the idea; will take some time to build properly. Second question will be about the responses... How would I build a variable to store the last comments for each person that responds with their name? I have a table that is emailed that summarizes the request so that some group members know that the specific request doesn't apply to them.

I have not used "All Approver Comments". Would this variable be the solution?

198429_pastedImage_1.png

All Approver Comments would compile all approval comments for you correct.

If you wanted to structure them yourself, after each task you could Build String using the Approver Comments reference and store this in a variable and using HTML continue to append the comments into that variable as the workflow progresses.

Light Bulb!

I will still need a state machine, but it just dawned on me that the requestor in this instance is not external/doesn't need to be excluded from "support" so in the Flexi task I think I could just make 1 branch for the communication between support and requestor and looping until the outcome is "Complete" with your variable suggestion on comments.

Thoughts?

P.S. No idea how to fit the workflow on the screen for a good screen capture.

198430_pastedImage_1.png

I cleaned it up a little, but having issues with the task outcome variable. I have another post here regarding the issue.

Workflow

198465_pastedImage_1.png

Flexi Task

198466_pastedImage_2.png

Variable

198467_pastedImage_3.png

Loop

198468_pastedImage_4.png

Change State (it only allows one selection, so I used this method, unless an if condition should be used, but it will still pull from the txtOutcome variable, no?)

198469_pastedImage_5.png

If you want a branch inside the state machine to allow for the different outcomes in the flexi task then you could just use a Set Condition action to evaluate whether the Outcome variable is cancelled/Fixed.

Is that what you're getting at?

Reply


View our Community Site Map

Nintex Community Sitemap
Terms & ConditionsCookie settings