Creating ‘Inquiry-handling system’ for Free ; Advanced series 1

Let's be able to request "advice" (Escalation) and "investigation" to other departments!

Hi, there!


In the Basic series, I introduced you how to create a simple inquiry-handling system for free. In this Advanced series, we are going to brush it up more sophisticated by adding features to the system which we have created through the Basic series.


Creating ‘Inquiry-handling system’ for Free ; Basic Index

Challenges when asking for advice or investigation


In this very first article of the Advanced series, we add a mechanism to request advice and investigation to other departments for inquiries that cannot be handled by the inquiry reception desk alone.


At the inquiry correspondence desk, staffs will respond to “Frequently Asked Questions (FAQ)”. There might be cases that members at the desk cannot correspond such as for special usage and unexpected events. For such a case, they need to ask for advice or investigation to department in which have more detailed knowledge about the product or service, or where with skills that capable of investigation.



When making such a request from the desk, a problem arises which is, they do not know what is going on to the requested issue. As a result, a risk of responses to inquirers to be delayed or neglected arises.


In order to reduce such risks, let’s modify the inquiry-handling system which we created in the Basic series so that the status of the requested issue to be visualized.

The Inquiry-handling system which has been built through the basic series was simple as that the members of Support center answer to inquiries.



This time, we will let it be possible to make request for advice or investigation from the Support center to the Product department where with more advanced knowledge on the product.



Outlines of modifying


We are going to add features in the following order.


  1. Add an organization “Product department”
  2. Add a flow for making request for advice / investigation to Product department, onto Workflow diagram
  3. Add Data Items for containing input contents of advice / investigation
  4. Set Splitting of flow


Add an organization “Product department”


As detailed method of adding organization / user is described in the Basic series article in detail, so those who do not know how to operate, please refer to them.


Creating ‘Inquiry-handling system’ for Free ; Basic 9


After completing the following two, let’s move on to the next section.

  • Add an organization “Product department”
  • Add users if necessary, assign them to “Product department”



Add a flow for making request for advice / investigation


Launch the Process Modeler and make settings as follows.


Add a Swimlane for handing over the work to the organization “Product department” which we added earlier. Place a human Task named “Advice / investigate” onto this Swimlane.


Then draw the flows as shown in the following figure.



Add Data Items for containing input contents of advice / investigation


If you don’t know how to add data items, please refer to the Basic series article in which explained in detail.


Creating ‘Inquiry-handling system’ for Free ; Basic 1


Here, we add a String type Data Item (multiple lines) named “Advice / Investigation result”.



Set the added Data Item “Advice / Investigation result” as “editable” with edit permission setting so that it can be entered in the Step of “Advice / Investigation”.



Setting of Splitting


There are two arrows coming out from the Step of “Answer”. That is a setting for indicating buttons of “Finish” and “Request for Advice / Investigation” when operating the Step of “Answer”, so that the ball flow to either of the flow depending on which button is clicked.


In the Workflow diagram of the Process Modeler, open the property screen of Step of “Answer”. Click on the “Split” tab on this screen and make the settings as shown in the following image.



  • Confirm if “The token moves to the Destination that a user selects” is checked in “Split Type”.
  • In “Determination of the destination”, modify “Button Name” to “Finish” from “condition 1”, and select “End” at “Destination” in the same line.
  • Likewise, modify to “Request for Advice / investigation” from “condition 2”, and select “Advice / investigation” at “Destination” in the same line.


Operation check


When all settings in the previous section are completed, save and release.


Now, let’s check the operation.


Open the inquiry form and enter the inquiry content as appropriate. Then this inquiry is displayed on the list of Offered of the user who is registered in the organization of “Support center”, undertake the Task and open the Operating screen of “Answer” Step.


There supposed to be two buttons at the bottom of the screen “Finish” and “Request for Advice / Investigation”.



Click on the “Request for Advice / Investigation” button to finish this “Answer” Task.


Next, login as a user who belongs to “Product department” and confirm this inquiry has been arrived to Offered or My Tasks. If it has arrived (should have arrived), enter appropriate value in “Advice / Investigation result” in the “Request for Advice / Investigation” Step, and then finish this Task.


Finally, log in as the user who undertakes the “Answer” Step, and confirm that the “Answer” Step is allocated again. This time, you confirm that the value is entered in “Advice / Investigation result” on the screen which to operate this Task and click on the “Finish” button to finish.




In this setting, we added a mechanism for Escalation, that is to request to other departments for advice or investigation according to the contents of the inquiries received at the desk. Thus, Questetra BPM Suite makes it easy to standardize work and to visualize the progress of even an operation that cross organizations.


You can download the archive file of the App we created this time from here. If you would like to try it immediately, please import the archive file and use it.


That’s it, for today!



About YAHAGI Hajime

幸せを生み出すITを追求するクエステトラの一味です。 国産の BPM ソフト Questetra BPM Suite で日本・世界を幸せにしたい。
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