Configuration for Defer Cases

Configuration tables need to be updated to activate the actions and define the deferral reasons.
1) /BTI/MDE_C_DEFR
This table records the deferral reasons and the automatic deferral duration which will be automatically populated for the user once the deferral reason is selected.
This table will be delivered empty and must be maintained.

Fields explained:
Deferral Reason = Short code for the deferral reason
Deferral Reason Text = This is the text that will be displayed to the user
Deferred Duration = Determines the date the case will automatically be deferred to

2) /BTI/MDE_C_ACT
The actions available in the click actions must be activated in this table.
The following actions are available to be used in Defer Cases:

Action ID: BPEM0019 – Defer Case
This enables the user to defer a case to a future date for review. Once executed the case will be removed from the Personal Worklist and added to the Defer Case folder, however the user will remain as the processor of the case. The deferral reason, date and defer counter will be updated in the Work Request Header table.

The user’s manager can view deferred cases that are still on deferred in the Team’s deferred items folder .

The user’s manager can view deferred cases that are still on deferred in the Team’s deferred items folder .

Action ID: BPEM0020 – Defer Case back to queue
This action enables the user to defer the case and at the same time put the case back into the queue. This will remove the user as the processor of the case and add the case into the Deferred back to queue folder in the Dynamic Work Center. The deferral reason, date and defer counter will be updated in the Work Request Header table. Only the user’s Manager can view the Deferred back to queue folder.

Once the deferral date is reached the case will go back into the work list and be ready for prioritization when a user (belonging to that queue) clicks on ‘Get Work’. If multiple is selected, more than one case can be deferred and put into the queue at a time. All cases will be given the same deferral reason and date.

Action ID: BPEM0021 – Remove Case Deferral
This action will only be available if the case is in any of the deferral folders (meaning the case has a deferred reason and a deferral date in the future) and the deferral indicator is set.

If this action is used the case will be put back into the Personal Worklist and the deferral date will be retained. If multiple is selected more than one case can be removed from deferral at the same time.

Action ID: BPEM0023 – Defer Case and Reassign
This action enables the user to add a deferral reason/date and remove themselves as the processor of the case. This time instead of sending the case into the queue it was routed from the user can select which queue the case should be added to when the deferral date is reached.
The user will be asked to select the object type and Agent ID the case needs to be routed too and the forwarding reason for changing the routing of the case. The forwarding reasons are pulled from the BPEM configuration option (EMMAC_CREACODE).

Once the reassign details are added the user will be prompted to input the deferral reason

Until the deferral date these cases can only be viewed by the user’s Manager in the Deferred back to queue folder

If multiple is selected the user can action this on more than one case at a time however, all the cases will be updated with the same deferral reason and date and will be routed to the same queue.