Integrating your Self

Service Application
Workflow with
Microsoft Exchange and
other Fun Stuff you
could do to make it
cool.
Muzaffer Lakdawala

MISSION CONTROL
Launching your Success
 Our Agenda
What is workflow
Why you need to know workflow
Workflow building blocks
 Components.
 Features.
 Capabilities.
Case study: Using workflow to solve business problems.
 Business problems.
 Solutions.
 Workflow migration.
Lessons learned
Q&A

© PwC Consulting 2
 What Is Workflow?

Oracle® Workflow is a complete workflow management

system that supports business process definition and
automation. Its technology enables automation and
continuous improvement to business processes, routing
information of any type according to user-defined
business rules.

Oracle Workflow is part of the Oracle e-business suite, a

set of applications, which is designed to transform your
business to an iBusiness.

© PwC Consulting 3
 What Is Workflow?

A framework and toolkit for building your

processes:
Define process flow logic.
Route information.
Define & validate business rules.

Flexible Custom izable

Dynamic

Integrated Powerful

© PwC Consulting 4
 Why You Need to Know Workflow
 With Oracle’s E-business suite, Workflow becomes
the foundation for most Oracle application processes.

 The success of future Oracle implementations will

depend on thoughtful configuration and creative use
of workflow features.

 To implement business processes in Oracle which

meet your requirements and are efficient and
maintainable.

 Workflow is powerful and flexible providing

opportunities to build optimal processes. BUT these
characteristics also introduce complexity that can
work against you if not utilized properly.

© PwC Consulting 5
 Workflow Building Blocks
Workflow is NOT one distinct application.
Delivery of robust workflow solutions requires integrating
the features, functionality and capabilities of many
individual components.

Oracle Oracle
Workflow Workflow
Components Builder

Compatible
Applications Web
System:
(ex: Application
Mailer
Microsoft Directory
Exchange)

© PwC Consulting 6
 Workflow Components
Workflow
Workflow
Definition
Builder
Loader

Lookup
Notifications
Types

Workflow
Functions Process PL/SQL
Background
Extendibility
Engine

Attributes Messages

Electronic Monitoring &

Notifications Administration

© PwC Consulting 7
 Workflow Components
Workflow
Workflow
Definition Builder
Loader

Lookup
Notifications
Types

Workflow Functions Process PL/SQL

Background
Extendibility
Engine

Attributes Messages

Electronic Monitoring &

Notifications Administration

© PwC Consulting 8
 Workflow Components
Workflow
Definition
Workflow
Loader Builder

Lookup
Notifications
Types

Workflow Functions Process PL/SQL

Background
Extendibility
Engine

Attributes Messages

Electronic Monitoring &

Notifications Administration

© PwC Consulting 9
 Workflow Components
Workflow
Workflow
Definition
Builder
Loader

Lookup
Notifications
Types

Workflow
Background
Functions Process PL/SQL
Engine Extendibility

Attributes Messages

Electronic Monitoring &

Notifications Administration

© PwC Consulting 10
 Workflow Components
Workflow
Workflow
Definition
Builder
Loader

Lookup
Notifications
Types

Workflow Functions Process PL/SQL

Background
Extendibility
Engine

Attributes Messages

Electronic Monitoring &

Notifications Administration

© PwC Consulting 11
 Workflow Components
Workflow
Workflow
Definition
Builder
Loader

Lookup
Notifications
Types

Workflow Functions Process PL/SQL

Background
Extendibility
Engine

Attributes Messages

Electronic Monitoring &

Notifications Administration

© PwC Consulting 12
 Workflow Components
Workflow
Workflow
Definition
Builder
Loader

Lookup
Notifications
Types

Workflow Functions Process PL/SQL

Background Extendibility
Engine

Attributes Messages

Electronic Monitoring &

Notifications Administration

© PwC Consulting 13
 Workflow Components
Workflow
Workflow
Definition
Builder
Loader

Lookup
Notifications Types

Workflow Functions Process PL/SQL

Background
Extendibility
Engine

Attributes Messages

Electronic Monitoring &

Notifications Administration

© PwC Consulting 14
 Workflow Components
Workflow
Workflow
Definition
Builder
Loader

Lookup
Notifications
Types

Workflow Functions Process PL/SQL

Background
Extendibility
Engine

Attributes Messages

Electronic Monitoring &

Notifications Administration

© PwC Consulting 15
 Workflow Components
Workflow
Workflow
Definition
Builder
Loader

Lookup
Notifications
Types

Workflow Functions Process PL/SQL

Background
Extendibility
Engine

Attributes Messages

Electronic Monitoring &

Notifications Administration

© PwC Consulting 16
 Workflow Components
Workflow
Workflow
Definition
Builder
Loader

Lookup
Notifications
Types

Workflow Functions Process PL/SQL

Background
Extendibility
Engine

Attributes Messages

Electronic Monitoring &

Notifications Administration

© PwC Consulting 17
 Workflow Components
Workflow
Workflow
Definition
Builder
Loader

Lookup
Notifications
Types

Workflow Functions Process PL/SQL

Background
Extendibility
Engine

Attributes Messages

Electronic Monitoring &

Notifications Administration

© PwC Consulting 18
 Workflow Components
Workflow
Workflow
Definition
Builder
Loader

Lookup
Notifications
Types

Workflow
Functions Process PL/SQL
Background
Extendibility
Engine

Attributes Messages

Electronic Monitoring &

Notifications Administration

© PwC Consulting 19
 Workflow Components
Workflow
Workflow
Definition
Builder
Loader

Lookup
Notifications
Types

Workflow
Functions Process PL/SQL
Background
Extendibility
Engine

Attributes Messages

Electronic Monitoring &

Notifications Administration

© PwC Consulting 20
 What Is Workflow?

© PwC Consulting 21
 Additional Components

The hidden power of Oracle Workflow is its flexibility to be

integrated with additional components to provide extended
functionality.
We will talk about three key components that were used in
our recent solution.
 Web Application Dictionary
 System: Mailer
 Microsoft Exchange

© PwC Consulting 22
 Web Application Directory Services
Oracle Workflow offers
flexibility in defining Unified Environment
workflow users and roles. AOL

If you are using the version of

Oracle Workflow embedded in HR Customers
Oracle Applications, Oracle
Workflow directory service views
are automatically based on a
unified Oracle Applications Web Application
Dictionary
environment.
The unified environment maps over
Oracle Human Resources tables,
Oracle Application Object Library WF_LOCAL Vendors
tables, various Oracle Applications
tables, and the WF_LOCAL tables.

© PwC Consulting 23
 Web Application Directory Services
The WF_LOCAL tables/views have three key components:

WF_LOCAL_USER
You can use this table to define users which are not included
in unified Oracle Application Environment.
WF_LOCAL_ROLES
You can use this table to define roles which are not included
in unified Oracle Application Environment.
WF_LOCAL_USER_ROLES
The Wf_Local_User_Roles table is an intersection of the
users and roles.

These tables define users and roles that are not defined in
unified Oracle Application Environment.

© PwC Consulting 24
 System: Mailer
Oracle provides e-mail templates within System: Mailer workflow,
to customize e-mail verbiage.
Determines what emails are sent out and in what format.

There are 7 templates that Oracle

uses for sending out notifications.
Canceled Closed
Open - When expecting a response. Mail Mail

Open FYI - When no response is

expected.
Summary - Used when user is Open System
Invalid
Mail Mailer
expecting summary notification. Template
Mail

Cancel - Informs previous

notifications are canceled.
Invalid - Informs users of invalid Summary Open FYI
response. Mail Mail
Warning
Closed - Informs users of closed Mail
notification.

© PwC Consulting 25
 Microsoft Exchange
Oracle Workflow can be integrated with Microsoft Exchange
to expand functionality for your workflow solution.
Public Folders
Public folders allow you to collect organize and share information
with others on your team or across your organization. Public folders
can be used to store any type of files or Outlook items. Public folders
have E-mail addresses used to post messages.
Why use Public Folders?
Public folders can be used as a distribution list or to define your
operations staff groups.
Public folders can receive Workflow Notifications.
Members in these group can be managed outside Oracle Workflow
world.
Multiple operational staff can access the same folder and move work
to their individual work folders.
Provides mechanism to distribute work evenly and efficiently.

© PwC Consulting 26
 Example
Suggested Folder Structure

iExpense Folders

Operations System Admin Manager Help Desk

operations@us.pwcglobal.com sysadmin@us.pwcglobal.com manager@us.pwcglobal.com helpdesk@us.pwcglobal.com

Staff1

Staff2

Closed Items

© PwC Consulting 27
 Case Study: Oracle Workflow

The following section illustrates how careful

workflow design, thoughtful configuration and the
creative use of workflow capabilities can help
deliver an efficient, controlled, and low cost
business process.

*The solutions mentioned were developed as part of a recent

implementation of Oracle iExpenses for over 10,000 employees at
a Global 200 client.

© PwC Consulting 28
 Case Study: Problems
Five specific business problems addressed using
Workflow:
 How can operational staff efficiently monitor and
control the automated process?
 How to maintain dynamic business rules without
constantly changing code?
 How to customize workflow to meet operational
needs without creating maintenance issues?
 How to organize work among operational staff, to
enable quick response and efficient execution?
 How to reduce potentials for errors during migration
of workflow?

© PwC Consulting 29
 Operational Support Problem #1

Transition from a paper based process to

eBusiness solution will introduce a number of
access and control issues for support staff.

© PwC Consulting 30
 Operational Support Problem #1
 Support staff can lose visibility of events in the
electronic processes.
 Automated work processes are efficient, but can leave
support staff feeling “out of touch” with their operation.
 Staff not immediately aware when a problem occurs.
 Monitoring and administration of Oracle Workflow
process using delivered functionality is not efficient.
 Difficult to monitor the overall process
 Navigation through workflow diagram environment can
be intimidating for non-technical support personnel.
 Tracking transactions through workflow is a one by one
proposition requiring entry of the expense report
number for each single transaction to view its progress
 Learning curve for support staff - Oracle environment
is not always intuitive.

© PwC Consulting 31
 Solution: Utilize e-mail capabilities

Fully utilized the e-mail capabilities of workflow to send

notification messages.

Develop clear Send notifications to

concise Notification to specific operational
Descriptive
Notification Operational staff responsible to
Notification
messages Role take action

Electronic
Notification

Staff confident
Send immediate
that notifications
notifications when Error Manage By
identify
any error condition Condition Exception
conditions to be
occurs
managed

Functional Staff can monitor system via e-mails

© PwC Consulting 32
 Operational Support Problem #2
How can modifications be made to dynamic
business rules without changing and migrating
workflow processes and custom code?

Workflow allows validation of business rules, but rules can

change often.

 Business rules in workflow validation programs need to be

added and modified.
 Constant change and migration of the workflow file and
custom codes would be costly and introduce chance for
error.

© PwC Consulting 33
 Operational Support Issues
Examples of business requirements that call for the ability
to change business rules and parameters.
 Complex per diem rules with varying rates and factors.
 Some Divisions want to require entry of Project numbers,
others don’t use projects.
 IRS rule changes, thresholds, receipts not required for certain
expense types (lodging, auto mileage, per diems).
 Rules that change based on new labor agreements, changes
to corporate policy.
 Business rules that apply only for a particular department
(viz.: International division had increased receipt
requirements for VAT).
 Business rules by expense type and $ amount.

© PwC Consulting 34
 Solution: Table driven Custom
Business Rules
Create a custom table to define dynamic business rules.
Provide a custom form to allow maintenance of the
parameters and attributes of the rules.
 Most business rule changes can be handled by operations
staff adding and changing table values.
 One custom table is used to hold rules for taxation,
required field specification, expense thresholds, per diem
values etc.
 Custom business rule validation programs don’t need to
change every time a business rule is modified.
Add one custom procedure to the workflow to handle all
rules, instead of customizing delivered packages.

Your workflow process performs validations based

on the values defined in the table

© PwC Consulting 35
 Custom Business Rules
The framework of the workflow validation programs were
built flexibly to validate different types of business rules
using table driven parameters.
Typical fields in the table structure might be:
Rule_Name: Justification, Receipts, Per Diem.
Rule_For: Expense Types.
Cost_Centre: Cost Centre for which rule applies.
Yes_No_Null: Rule applies if Amex was used or not used.
Effective_Start_Date: Start date for the rule.
Effective_End_Date: End date for the rule.
Value1: Stores Business agreed numeric value. (Ex:Mileage Rate)
Value2: Stores IRS allowed numeric value. (Max Per Diem
allowance.)
Value3: Stores any other numeric value.
Description: Plain English meaning for the rule.

© PwC Consulting 36
 Developing Custom Business Process
A structured well designed approach is required to
effectively implement custom business rules

Date parameters provides ability for

End Date
Business
historical tracking and application of
Rules date sensitive rules

PL/SQL Build logic to apply rule

Front
Maintain values for Business
End
in the table Form
Rules
Validation
Custom
Business
Process

Define Build rule validation within

Migrate
Migration strategy Rules
Rules as a function that can be
Functions brought into workflow

Introduce
Functions in
Process

Introduce function into proper place

within the workflow process

© PwC Consulting 37
 Operational Support Problem #3
Would like notifications sent to the people in
specific roles.

How can this be achieved without changing the workflow

files for every change in operational staff and their
assignments.
 Support personnel and email addresses change regularly.
 Constant change and migration of the workflow file and
procedures would be costly and introduce chance of error.

© PwC Consulting 38
 Solutions to Operational Support
Issues
Utilize features of Workflow as well as it’s ability to
integrate with Microsoft Exchange:
 Use Workflow ability to create Roles.
 Defined operation roles and assigned roles to employees (using
Wf_Local_User_Roles tables)
 Workflow notification e-mails directed to the appropriate
operational roles not individual users.
 Use of Microsoft Exchange features (folders) and Roles to
structure workflow so that it is independent of users.
 Workflow does not need to be changed for operational staff
turnover.
 Send Email notifications to appropriate operational staff role
for all key events in the process.
 Staff can monitor process by tracking e-mails sent to their
operational folder.

© PwC Consulting 39
 Solution: Integrate with MS Exchange

 Define Public Folders in Microsoft Exchange.

 Set default to ‘Contributor’ for the folder.
 Add list of people who can process the notifications.
 Assign necessary permissions to people allowing them
to manage notifications.
 Re-define these folders as local users and roles in
Oracle Workflow Web Application Dictionary Tables.
 Load users and roles from database into Oracle
Workflow.
 Use these local users and roles as ‘Performers’ in
Workflow Notifications for all generated E-mail
messages.

© PwC Consulting 40
 Operational Support Problem #4
How can notification of errors and exception be
efficiently distributed and work tracked among
support staff?

 Want an organized approach to monitoring the system.

 Notify appropriate roles of the errors and exception.
 Need to make sure all issues are being worked.
 Want to avoid multiple people unknowingly working the
same issue.

© PwC Consulting 41
 Solution 4

iExpense Folders

Operations System Admin Manager Help Desk

operations@us.pwcglobal.com sysadmin@us.pwcglobal.com manager@us.pwcglobal.com helpdesk@us.pwcglobal.com

Staff1

Staff2

Closed Items

Using Microsoft Exchange Folders we can have all the system

generated e-mails send to central folders.
Microsoft displays to individuals numbers of emails that have
not been processed yet.
Microsoft Exchange is not the complete solution for tracking
issues. It has limited capabilities for recording status and
resolutions.

© PwC Consulting 42
 Operational Support Problem #5
Migration of Workflow components from
development to production instances can be
tricky and introduce potential for error

 Need to follow a structured approach for migrating workflow

which minimizes risk of error
 Changes to the workflow should be minimized

© PwC Consulting 43
 Migration Methodology
Migration from Development to Production :
Local user and roles tables.
 Change the script to point to the right public folders
(Operations.FDVL@us.pwcglobal.com to
Operations.FPRD@us.pwcglobal.com)
Oracle Workflow
 Chain Link is not an available option.
 Check-in Oracle Workflow into external version control
programs for future modifications and upgrades.
 Using Oracle Workflow Builder open the workflow file from
TEST and save it back in PRODUCTION. It requires APPS
password.
 Using concurrent program to upload file. UNIX level access is
required.
Microsoft Exchange Public Folders.
 Allow the Production Folders to accept E-mails.

© PwC Consulting 44
 Migration Methodology
Refresh from Production to Development :
Local user and roles tables.
Using the update script change the local user and roles table to
point to the right public folders
(Operations.FPRD@us.pwcglobal.com to
Operations.FDVL@us.pwcglobal.com).

Workflow
It is migrated from Production to Test instance during the refresh,
as Oracle Workflow is stored in tables.

© PwC Consulting 45
 Case Study Review: Workflow Solution
Following actions were thoughtfully applied to address
business issues and avoid workflow pitfalls.
 Fully utilized Notifications and email capabilities.
 Careful approach to customizing the workflow process.
 Intelligent Use of Roles.
 Integration with Microsoft Exchange and email.
 Minimized the need for on-going changes to workflow.
 Implemented a structured methodology for migration.

© PwC Consulting 46
 Case Study Review: Result
 Operational staff remains fully in control of the
process
 Benefits of automated process achieved without
losing touch.
 Operations staff obtain required business process
information without being a workflow experts.
 Workflow changes are not necessary for most
changes to business rules and staff turnover.
 Lower operational cost and overhead from improved
streamlined business process.
 Work items are organized and divided efficiently to
the proper operation roles.
 Changes to workflow occur in a structured manner.

© PwC Consulting 47
 Lesson Learned

 Give very focused attention to the design of workflow - it is

the glue that will hold the pieces of your process together.
 Be careful assuming you can get full benefits from your
process just dropping in the vanilla workflow process.
 Remember that it’s the little things that will kill you.
 Recurring costs and issues with a process can be reduced
without a great deal of cost through expertise for Workflow.
 It’s tempting to go into Workflow Builder and start moving
things around, but you need to understand how things work
first - a lot of hidden consequences.
 Be creative, but within the confines of the workflow
 Prototype your workflow design then Test, Test, Test and Test
again.

© PwC Consulting 48
 Lesson Learned
E-Mail
 Strong Mail Server Network is required.
 A simple Expense Report can generate up to 5 e-mails.
 Reply-To functionality is great but has to be implemented
with caution:
 No E-mail signatures allowed.
 Responses split into more than one line must be in quotes.
 Can’t be removed without modifications to standard workflow
packages.
 Keep messages simple! - People don’t read email carefully
Custom Business Rules
 Keep all customizations confined to one PL/SQL Package
 Complex rules require complex coding and complex
testing procedures - there should be good business
reason.
 Not all rules can be table driven.
© PwC Consulting 49
 Lesson Learned
Migration
 Frequent changes and migration of workflow file is costly
and introduces chance of error- Minimize them!
 In process transactions will use OLD workflow process
but NEW code.
 Always remember MURPHY lives on.
 Any change or migration can introduce error.

© PwC Consulting 50
 Purging Workflow
Procedure Parameters Description

WF_PURGE.ITEMS Itemtype Removes all run-time data associated with completed items.
Itemkey
Enddate

WF_PURGE.ACTIVITIES Itemtype Removes obsolete activities versions. These are versions of

Enddate activities that are no longer used by any item.

WF_PURGE.NOTIFICATIONS Itemtype Removes old notifications. These are notifications that are no
Enddate longer used by any item.

WF_PURGE.TOTAL Itemtype Purges both item and activity data.

Itemkey
Enddate

WF_PURGE.TOTALPERM Itemtype Deletes all eligible obsolete run-time data that has a persistence
Itemkey type of Permanent.
Enddate

WF_PURGE.ADHOCDIRECTORY Enddate Purges all ad hoc users and roles that are not associated with a
notification.

© PwC Consulting 51
 Q&A

Questions

Muzaffer.S.Lakdawala@us.pwcglobal.com

© PwC Consulting 52