In this section we will develop an example to show the capabilities of the OSWorkflow‑Quartz duo. In every company, the customer plays a central role. If not attended to correctly, he or she can turn around and buy services or products from a competitor. Every company also has a customer support department and a good performance indicator for this department would be the number of customer requests attended to.

Some customer support requests come from mail or web interfaces. Suppose you have an web application that receives customer support requests. A typical customer support process is as follows:

This is the most simple of processes and the most commonly implemented. While in the pending state, the request can be forwarded to many people to finally reach completion. If the request is stalled in this state, the process doesn't add value to the business and doesn't match customer expectations, thereby downgrading the company image and customer loyalty...