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New Post 10/29/2012 9:16 AM
User is offline Kristina
3 posts
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Dilemma about defining business rules and using business rule engines 
Modified By Kristina  on 10/30/2012 2:15:32 AM)

 Hi everyone,

I am new in this field and in the middle of creating a process flow diagram.

For example:

The process starts when a request is made; a service agent receives, and sorts it in a category of complaint.

A new task and a time frame will automatically be routed to the group who is responsible for that complaint.

However, it is possible that a problem may be routed to the inappropriate group and the category of the problem needs to be changed.

By changing a category, it will  automatically change the process flow. Every category has its own process flow.

I am interested to know if there is anyone who may have experience in this matter to tell me if it is possible to do this using the business rule engine? How do you regulate time and what is the best practice for this kind of a flow diagram? Is it possible to change the process flow on the existing process instance? Could someone recommend a business rule engine or some other software which will have these possibilities and allow this behavior?

Thanks in advance,

Kristina

 

 

 

 
New Post 11/2/2012 7:23 AM
User is offline Adrian M.
764 posts
3rd Level Poster




Re: Dilemma about defining business rules and using business rule engines 

Hi Kristina,

The short answer is yes!  The scenario you are describing is a common occurance.  You may not need both a business process management system and a business rules engine.  Given how simple your process is, an effective workflow system may be enough. 

It sounds like you are describing the workflow of a complaint/ticket logging system that supports workflow configuration.  Search for that on Google and you'll find many vendor providing such software.

Adrian


Adrian Marchis
Business Analyst Community Blog - Post your thoughts!
 
New Post 11/5/2012 1:25 AM
User is offline Kristina
3 posts
No Ranking


Re: Dilemma about defining business rules and using business rule engines 

Hi Adrian,

 
Thanks for the answer. 
I was trying to find out what is the best solution when mistake happens. 
Could you tell me what is the best practice for changing the category in the middle of the process flow and should it be done by the same group who created it in the first time? and by changing the category what will happen with creation time, should it starts from the beginning even if some time passed or should just continue and calculate new time for resolving that issue?
 
Thanks again :)
 
New Post 11/6/2012 12:48 PM
User is offline dldelancey
61 posts
8th Level Poster


Re: Dilemma about defining business rules and using business rule engines 

Are you questioning how to diagram the process?  Or are you questioning how the "system" should function?  If the latter, then your stakeholders are the only people who can answer that.

 
New Post 11/7/2012 1:22 AM
User is offline Kristina
3 posts
No Ranking


Re: Dilemma about defining business rules and using business rule engines 

 Thank you very much :)

 
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