Form - Record ownership strategies

1 Overview

In bxp software (bxp) the ability to use the Form structure to store records / tickets / cases means that there are a number of different considerations when approaching management of the processes.

There is often a management approach to how the records should be processed. Should a person be responsible for types of tickets or should everyone be responsible for their managment? Choosing a strategy that best suits your process / improves your process is an important management task and should be considered carefully. Adoption of different types of strategy require bxp to be configured in different ways to suit your needs.

This article explores the different potential approaches for you to decide which ones or parts of one would suit your operation best which can then be built and applied to your process. The important thing is for you to decide on what approach suits you best.

This articles requires different modules to be available for different scenarios, which are detailed by the Applies to: in each section.

2 No ownership

Applies to: Inbound, Outbound, Case Management

3 Creation ownership

Applies to: Inbound

4 Predetermined ownership

Applies to: Inbound

5 Interim ownership

Applies to: Inbound, Case Management

6 First Come First Served (FCFS) strategy

Applies to: Outbound

7 Grouped FCFS strategy

Applies to: Outbound

8 FCFS with Ownership on Contact strategy

Applies to: Blended (Inbound with Outbound)

9 FCFS with Elected / Escalated Ownership strategy

Applies to: Outbound

10 Ownership by Flag / Status strategy

Applies to: Inbound, Case Management

11 Form Transfer approach

Applies to: Inbound, Outbound, Case Management