Process request stage

The purpose of the Process request stage is to define whether the service case needs manual completion by someone or can process without manual completion. For example, a transaction dispute may need manual completion by a manager if the charge is over a certain amount, while an address change can just be updated and saved.

The stage has one process named Process request. You can customize this request in the when condition that determines if there is straight through-processing. This is done by enabling or disabling the configuration option. If enabled, the case can be processed without manual intervention. The case then goes to the Post request processing step. If disabled, the service case requires manual intervention to run the Process request step. You can customize the Process request step to route the assignment to whoever must complete the assignment.

As with any stage that uses the service case template, do not delete processes and steps. Instead, leverage the configuration options to change the behavior. This way, if you eventually require a process that you disabled, it is easier to enable and follow best practices.

The Process request stage has one configurable setting named Process case without manual intervention. If this is enabled, the application processes the case without manual intervention during the Process request stage. The application skips the Process request step and proceeds to the Post request processing step.