matt joyce Dec. 22, 2009, 12:42 p.m.

Hi all, I'm extremely new to BPMN, barely scratched the surface.

I've inherited a portfolio which includes managing Answering Services. I want to record and share the work flow of such a service.

A customer calls a 3rd party service provider, and asks to leave a message. The message must be delivered, so the service provider send the message to the first name on their list. If the first contact does not call to acknowledge the message within 10 mins, the next contact is sent a message, etc. This goes on until the list ends or someone acknowledges the message, and calls the customer.

I'm not sure how to approach this, should I use swim lanes; Customer, Service Provider, Organisation? Or do I need a swim lane for each name on the list?

Also, is this a valid way to represent the timeout?

Best regards

Matt

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