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

Hi Adrian,

 Thank you very much :)