CCRS Workflows

The default workflow configured for CCRS is based on this functional flow. The functional spec is translated into JSON. Refer to the Workflow service here for details. The workflow JSON for the default workflow is given below.

To know more about how to use this to configure the workflow, refer to the configuration document here.

{
  "RequestInfo": {
    "apiId": "Rainmaker",
    "action": "",
    "did": 1,
    "key": "",
    "msgId": "20170310130900|en_IN",
    "requesterId": "",
    "ts": 1513579888683,
    "ver": ".01",
    "userInfo": {
      "id": 73,
      "userName": null,
      "name": null,
      "type": "EMPLOYEE",
      "mobileNumber": null,
      "emailId": null,
      "roles": [
        {
          "id": 2,
          "name": "Customer Support Representative",
          "code": null,
          "tenantId": null
        }
      ],
      "tenantId": null,
      "uuid": "uuid"
    }
  },
  "BusinessServices": [
    {
      "tenantId": "{{tenantId}}",
      "businessService": "PGR",
      "business": "pgr-services",
      "businessServiceSla": 432000000,
      "states": [
        {
          "sla": null,
          "state": null,
          "applicationStatus": null,
          "docUploadRequired": false,
          "isStartState": true,
          "isTerminateState": false,
          "isStateUpdatable": true,
          "actions": [
            {
              "action": "APPLY",
              "nextState": "PENDINGFORASSIGNMENT",
              "roles": [
                "CITIZEN",
                "SUPERUSER",
                "ADMIN",
                "COMPLAINTS_ADMIN",
                "ASSIGNER"
              ]
            }
          ]
        },
        {
          "sla": null,
          "state": "PENDINGFORASSIGNMENT",
          "applicationStatus": "PENDINGFORASSIGNMENT",
          "docUploadRequired": false,
          "isStartState": false,
          "isTerminateState": false,
          "isStateUpdatable": false,
          "actions": [
            {
              "action": "COMMENT",
              "nextState": "PENDINGFORASSIGNMENT",
              "roles": [
                "CITIZEN"
              ]
            },
            {
              "action": "ASSIGN",
              "nextState": "PENDINGATLME",
              "roles": [
                "SUPERUSER",
                "ADMIN",
                "COMPLAINTS_ADMIN",
                "ASSIGNER"
              ]
            },
            {
              "action": "REJECT",
              "nextState": "REJECTED",
              "roles": [
                "SUPERUSER",
                "ADMIN",
                "COMPLAINTS_ADMIN",
                "ASSIGNER"
              ]
            }
          ]
        },
        {
          "sla": null,
          "state": "PENDINGFORREASSIGNMENT",
          "applicationStatus": "PENDINGFORREASSIGNMENT",
          "docUploadRequired": false,
          "isStartState": false,
          "isTerminateState": false,
          "isStateUpdatable": false,
          "actions": [
            {
              "action": "COMMENT",
              "nextState": "PENDINGFORREASSIGNMENT",
              "roles": [
                "CITIZEN"
              ]
            },
            {
              "action": "REASSIGN",
              "nextState": "PENDINGATLME",
              "roles": [
                "SUPERUSER",
                "ADMIN",
                "COMPLAINTS_ADMIN",
                "ASSIGNER"
              ]
            },
            {
              "action": "REJECT",
              "nextState": "REJECTED",
              "roles": [
                "SUPERUSER",
                "ADMIN",
                "COMPLAINTS_ADMIN",
                "ASSIGNER"
              ]
            }
          ]
        },
        {
          "sla": 259200000,
          "state": "PENDINGATLME",
          "applicationStatus": "PENDINGATLME",
          "docUploadRequired": false,
          "isStartState": false,
          "isTerminateState": false,
          "isStateUpdatable": false,
          "actions": [
            {
              "action": "COMMENT",
              "nextState": "PENDINGATLME",
              "roles": [
                "CITIZEN"
              ]
            },
            {
              "action": "RESOLVE",
              "nextState": "RESOLVED",
              "roles": [
                "SUPERUSER",
                "ADMIN",
                "COMPLAINTS_ADMIN",
                "RESOLVER"
              ]
            },
            {
              "action": "REASSIGN",
              "nextState": "PENDINGFORREASSIGNMENT",
              "roles": [
                "SUPERUSER",
                "ADMIN",
                "COMPLAINTS_ADMIN",
                "ASSIGNER",
                "RESOLVER"
              ]
            }
          ]
        },
        {
          "sla": null,
          "state": "REJECTED",
          "applicationStatus": "REJECTED",
          "isStateUpdatable": false,
          "docUploadRequired": false,
          "isStartState": false,
          "isTerminateState": true,
          "actions": [
            {
              "action": "COMMENT",
              "nextState": "REJECTED",
              "roles": [
                "CITIZEN"
              ]
            },
            {
              "action": "REOPEN",
              "nextState": "PENDINGFORASSIGNMENT",
              "roles": [
                "CITIZEN"
              ]
            },
            {
              "action": "RATE",
              "nextState": "CLOSEDAFTERREJECTION",
              "roles": [
                "CITIZEN"
              ]
            }
          ]
        },
        {
          "sla": null,
          "state": "RESOLVED",
          "applicationStatus": "RESOLVED",
          "isStateUpdatable": false,
          "docUploadRequired": false,
          "isStartState": false,
          "isTerminateState": true,
          "actions": [
            {
              "action": "COMMENT",
              "nextState": "RESOLVED",
              "roles": [
                "CITIZEN"
              ]
            },
            {
              "action": "REOPEN",
              "nextState": "PENDINGFORASSIGNMENT",
              "roles": [
                "CITIZEN"
              ]
            },
            {
              "action": "RATE",
              "nextState": "CLOSEDAFTERRESOLUTION",
              "roles": [
                "CITIZEN"
              ]
            }
          ]
        },
        {
          "sla": null,
          "state": "CLOSEDAFTERREJECTION",
          "applicationStatus": "CLOSEDAFTERREJECTION",
          "isStateUpdatable": false,
          "docUploadRequired": false,
          "isStartState": false,
          "isTerminateState": true
        },
        {
          "sla": null,
          "state": "CLOSEDAFTERRESOLUTION",
          "applicationStatus": "CLOSEDAFTERRESOLUTION",
          "isStateUpdatable": false,
          "docUploadRequired": false,
          "isStartState": false,
          "isTerminateState": true
        }
      ]
    }
  ]
}