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Workflow enables you to configure Post Actions that are applied after an end user executes the action on which you configured the settings. You can define post action rules with actions such as to change the status of a case, or automatically assign the case to a specific user when the rule conditions are met. This is a convenient way to facilitate and automate your workflow processes.
Workflow allows you to create multiple post actions on the same action, and enables you to set the order in which the post actions will execute. You can create, edit, and delete post actions in the Post Actions section on the action. You can also configure post actions with scripts and you can save sets of post actions that you can later use to load into another action.
You can configure Post Actions on all action types.
Create New Post Action
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Workflow provides a Post Action Rules wizard to assist you in configuring your post action settings. The wizard consists of these progressive sections:
- Conditions: This step enables you to name the rule, and to set the conditions on which the end action will execute when a condition or set of conditions are true. In this section, you can base the rule on a custom field value, or one or more case parameters. You can:
- Enter a value in the Search field to filter for your desired custom field, and then enter a value in the Value field that will serve as the condition that Workflow evaluates for. For custom fields with predefined values, you can select the value you want to evaluate for by clicking the Edit link next to the field, and then by selecting the desired values.
- Enter a value in one or more of the available case parameters that will serve as the condition that Workflow will evaluate for.
Click the Edit button to define a relative execution date, or exact date for one or more of these parameters:
Note: You can add one or more custom fields and one or more case parameters in this step. You can also skip this step in the wizard and configure a condition in the Conditions by Performer step instead. A condition rule must contain at least one condition.
- Case Updated Last
- Last Status Update On
- Created On
- Conditions by Performer: This step enables you to specify on which cases the post action will be applied based on these parameters:
- User Types
When you configure one of these conditions and one or more conditions in the Conditions section, all of the conditions from both sections must be met.
- Action: This step enables you to define the behavior of the post action behavior when the above conditions are met. You can define multiple behaviors, such as you can assign the case to a specific user and change the status at the same time. Each of these available parameters can also have one or more values:
- Assign To: Select from Assignment Groups, Case Roles, and Project Roles.
- Assign To: Select one or more individual users.
- Set Team: Select one or more users to add to the team.
The following action parameters only accept one value each:
- Change Status To
- Change Project To
- Change Workflow To
- Change Priority To
- Notification: This step enables you to specify who will receive additional notifications when the post action executes. You can also define the notification subject line and message content in this step.
To create a new post action:
- Click the New Post Action button on the Post Action panel for the action on which you are configuring the post action.
- Configure one or more conditions as necessary.
- Click the Conditions by Performer tab or the Next button to advance the wizard.
- Enter a value in one or more of these fields to configure conditions that must be met in order to execute the action.
- User Types
- Use the Previous or Next buttons to navigate the wizard.
- Configure the action that will occur when the defined conditions are met.
- Configure the notification that will be sent and to whom it will be sent when the conditions are met and the action executes.
- Click Save to add the new post action to the workflow action.
- If desired, you can disable the Add history records for all changes made in post actions option. This option is enabled by default and when enabled, you can view the history of post action changes in the Case History. From any case, click on Case Tools > View Case History.
Note: You can save the post action in any step in the wizard, and return later to complete the configurations.
Workflow adds the post action to the list and labels it with the name you configured on the rule. You can edit or remove a rule using the links beside it and you can change the order of the rules using drag and drop. You can also double-click on a rule to edit the rule in the editor. Post rules execute starting from the top to the bottom of the list and the execution stops after the first rule where the conditions are met.
Save/Load Post Action
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Workflow enables you to save a set of post actions that you can later load into another action. This can save valuable time, enabling you to reuse settings on other workflow actions. After loading a rule or set of rules, you can also continue to customize the settings for another use. If you load a rule or set of rules into an action that has existing rules, Workflow replaces the existing rules on the action with the ones you load.
To load settings, you must first save one or more post action rules. To save a new post action rule or set of rules:
- Create one or more post action rules using the steps provided above.
Click the Save/Load Post Action button.
Click the Save Current Settings link and give the new settings a name and brief description.
Click Add to save the rule or set of rules to the list.
Click Finish or the Close icon to close the window.
To load a set of saved settings:
- Click the Save/Load Post Action button.
- Search for a post action by the name or description value to filter the list of existing sets of rules.
- Click Edit next to a set of rules to change the name or description.
- Click Load Settings and then Finish to replace the existing settings on the action with those you chose to load.