Workflow: Allocate To An External User

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One of the workflows available on the system is to allocate the job to an external user. 

This would be allocating the job to someone separate to a contractor or a landlord, for example British Gas Homecare, an insurance company or the local council. 

Select the issue as usual and remain on the 'Next steps' tab. This is the place you will need to be in order to use a works flow and progress the issue. The issue will begin with the issue status 'Reported'. This can be found towards the top of the page on the left hand side of the screen. Underneath the 'Reminder date' you will be able to see everyone involved with the issue and who the issue lies with.

Underneath 'Next step'. You will want to select 'Allocate to external user':

When you select 'Allocate to external user', and the issue number does not have an external user linked to the it, you will see the following pop up.

 Please note that if the issue number does not have an external user linked to it, you will be able to add them within the Detail tab > Address information  > External user > change >

Once the external user has been added, you can go back to the Next Steps tab and use the workflow as usual > Allocate to external user 

Once you have clicked 'Proceed to next step' you will notice that the 'Next steps' page will have automatically updated. You will notice that the issue status will have automatically updated from 'Reported' to 'Allocated to external user' .

The 'Reminder date' will not have automatically moved forward like it does with all other work flows, as this issue is still a task which lies with you as the agent:

The reason for this is because the work flow is worked through using the 'Comments' tab and there is no work flow progression where the issue goes from one issue status to the next in the same way it does for all other work flows, so the task lies with both you and the external user:

The external user will receive an email similar to that of below. To see your comment and respond, they will need to click 'Click here to progress':

On logging in, they will be alerted to the fact that there is a comment on the 'Comments' tab:

There is no works flow on the 'Next steps' tab for them, but they can see that they can provide information via the 'Comments' tab:

By clicking on 'Comments' the external user will be able to read your comment and respond to you accordingly. 

When they respond to you, you will receive an email with the comment. 

Once the issue has been resolved through the comments sent you will be able to close the issue as usual.