IBM Sterling Ideas

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We invite you to shape the future of IBM, including product roadmaps, by submitting ideas that matter to you the most. Here's how it works:

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IBM is transforming its request for enhancement (RFE) process. The purpose of the transformation is to provide a more consistent experience for you to submit requests and to enable IBM product owners to respond to your requests more quickly. For more information click here.

Start by posting ideas and requests to enhance a product or service. Take a look at ideas others have posted and upvote them if they matter to you,
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The IBM team may need your help to refine the ideas so they may ask for more information or feedback. The offering manager team will then decide if they can begin working on your idea. If they can start during the next development cycle, they will put the idea on the priority list. Each team at IBM works on a different schedule, where some ideas can be implemented right away, others may be placed on a different schedule.

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Some ideas can be implemented at IBM, while others may not fit within the development plans for the product. In either case, the team will let you know as soon as possible. In some cases, we may be able to find alternatives for ideas which cannot be implemented in a reasonable time.

Buyer Remorse Hold getting resolved while adding new line to an existing Order

After the order is created and imported into the OMS, buyer remorse hold will get applied to the order for about 0 to 30 mins depending on the business requirement to enable any order modifications at this particular time interval, stopping from release transaction.

We are resolving the hold automatically with the help of agent server , which takes available date of TaskQ entry of this particular resolve hold custom transaction. In addition to this, there is also schedule agent record in the taskQ table.

So, when adding lines to an order during this remorse time in call center, instead of modifying date for schedule record , it is modifying for all the records belonging to this particular order. So, it was taking the order modified time as available time for the hold record and the agent picks up and resolves the hold of an order.

  • Guest
  • Jul 14 2020
  • Future consideration
What is your industry? Retail
How will this idea be used?

The expectation is like the out of box should identify and modify only schedule record but not the taskQ record, so that the hold will not get resolve during add line to the order.

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