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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Business Process Flow ...
Service | Customer Service, Contact Center, Fie...
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Business Process Flow - New Process table add row for Review Stage

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Posted on by JustRhonda 99
I'm using a trial version of Customer Service Hub and working with the Knowledge Article creation process and associated data without any customization.
 
The /New Process/ table is populated based on activities related to publishing the article and the /New Process/ process (Business Process Flow). An article goes through 3, sometimes 4 Stages (Author>Review>Update content (based on criteria)>Publish). In the Dataverse table, a row is created for the Author and Publish Stage but not the Review Stage. This creates a problem for trying to evaluate duration spent in the Review stage.  How do I add a row to the table for the Review stage? I do not see in the process what triggers the row creation/updates.
 

Author Stage (record is created in New Process Table)

Article moves to Review Stage (the same row Active Stage is updated)

 
 

Article moves to Publish stage and I have no way to measure how long it was in  Review

 
 
 
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  • Verified answer
    Dengliang Li Profile Picture
    Dengliang Li Microsoft Employee on at
    Business Process Flow - New Process table add row for Review Stage
    Hi,
     
    I encountered the same situation as you in my testing.
    This also occurs in other BPFs, such as the Lead to Opportunity process in the Opportunity entity.
     
    This should be due to product design.
    The system calculates the total time spent on the BPF and does not show the time spent on each stage separately.
     
    If you want to track the time spent on each stage, you can refer to the following links.

    Best Regards,
    Dengliang Li
     
  • JustRhonda Profile Picture
    JustRhonda 99 on at
    Business Process Flow - New Process table add row for Review Stage
    Thank you so much for sharing some options! 

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