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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.
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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:
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.
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.
The following action parameters only accept one value each:
To create a new post action:
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.
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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: