Administrators » Workflow Action Types » Case Create Action


Case Create Action

The Case Create action enables you to configure the form that displays, and the behaviors that happen when an end user creates a new case in the workflow. You can access the Case Create action icon in both the Table and List View in the workflow configuration workspace. You must use this icon to create or modify this action type. We do not allow you to create the action using the Add Action process and we don't list the Case Create action in the list of action types in the Action Settings workspace.

Workflow will open the Action Settings workspace where you can configure the action. You cannot change the action type to a different type.

Select the Go to Form Designer button to configure the form that will appear when users open a case.

Important: By default, Workflow displays a Submit button on the form. While you can delete the button from the form, and you can set the visibility permissions to hide the button from select users, we will still display the Submit button to users who have permission to execute the action.

See Form Designer for more information on configuring your form.

Note: When you create a case through scripting or through a related case container, the settings you configure in the action properties for the Create Case action will execute.

Workflow enables you to customize these specific settings for this action type:

When you configure the Create Case action, Workflow does not display the From status in the Basic Settings section since this action is automatically placed in the starting status. We automatically assign the To Status to the first status in the workflow and we allow you to change this setting to another available status.

We also do not display the Use Custom Settings and Use Default Settings options. Instead, you must configure the action using the settings listed below.

The execution permissions for the Create Case action determine whether or not the workflow is displayed in the New Case menu. If a user has case visibility permissions but not execution permissions, they will be able to view cases but won't be able to create them.



Submit Options

Displays the Submit and Next button that will automatically open the next case. 

Clear all approvals

Select to delete all user approvals in a multi user approval action, after the action executes. 

Follower Settings

Select from these options that are enabled by default:

  • Display the Follow this case option that enables users to follow a case.
  • Select Follow this case by default. 

Feed Activity Description

Enter the activity description that will display to end users in the Activity column on a feed.

Note: The user's feed must be configured to include the Activity column in order for the description to display. These options are enabled by default.

Message Shown After Action Execution

Enter a message that will display after the action is performed. 

Action Can Be Used as Custom View

Use this option to replace the action with the View Case action. This enables you to customize the view in Form Designer so users can edit the available fields. 

Next Action System ID

Enter the system ID of the action that executes automatically after the current action. 

On default, when a user performs this action, Workflow assigns the case to the current assignee. You can configure a different assignee in this section where you can also elect to allow multiple assignees.  

The only option available for the Case Create action is Width. This value determines the width of the form.