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Updated on 12/10/2019
Workflow Documentation
Manage Workflow Actions
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Manage Workflow Actions

Quick Links


Workflow provides various ways to manage your workflow actions. You can use action icons and links in both the Table and List Views. You can edit, copy, clone, and create new actions and you can customize action settings or apply the existing default settings.

See Workflow Action Settings for more information on configuring action properties with both custom and default settings.

Default and Custom Actions

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Workflow enables you to define different action properties, for each action type, in each workflow. You can configure an action to use default settings, or custom settings that are specific to only that application of the action in the workflow. The default settings you configure apply to all action types used in workflows that are configured with Use Default Settings.


We denote a default action with an asterisk in the Workflow Transition Matrix.



To access settings for default actions:

  • Go to Setup > Processes > Workflows and click Edit. Select the Settings for Default Actions tab and then select Edit from the Operations button on the action you wish to update.

  • When you edit an action, you can choose the Use Default Settings option and then select the Edit default action settings link.

There is one primary difference between editing an action with custom settings, and one with default settings. When you edit an action using the:


See Workflow Action Settings for more information on configuring action properties with both custom and default settings.

See Settings for Default Actions for more information on configuring workflows with default fields, forms, and UI components using the Form Designer.

Case Create Action

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The Case Create Action icon enables you to manage the action that will execute when an end user creates a new case in the workflow. You can access this icon in both Table and List View, and Workflow will open the Action Settings workspace where you can configure the action.  

Add Action

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Workflow enables you to add an action to a workflow in these ways:

  • Click the Case Tools icon from a case details page, then select the Add New Action icon.

  • Setup > Processes > Workflows, then click on the Edit button near the desired workflow, and:

  1. Place your mouse in the matrix cell where the row matches the starting status for your new action, and the column matches the end status of your action.

  2. Click the icon to add a new action, or if there are actions in this cell, click the Add more actions link.

  • Setup > Processes > Workflows, then click on the Edit button near the desired workflow. Select List View and then click on the New Action icon. 


The Action Properties workspace displays the start and end status for the action. You can use the default action settings, or you can apply custom settings to these parameters:


Edit Action

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To edit an existing action:

  1. Hover over the icon in the cell of the action you wish to edit.

  2. To edit the action, click the action name from the list of existing actions. The Action window displays.

  3. Modify the action properties. See Workflow Action Settings for more information.

  4. Click Save to finish editing the action.

Cloning and Copying Actions

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Workflow enables you to copy and clone actions while in the List View, enabling you to quickly create actions with similar properties and behaviors.


To copy an action:

  1. Go to Setup > Processes > Workflows and select the Edit action near the workflow you wish to edit.

  2. Select List View and click the Actions button to expose a list of available actions.

  3. Select the Copy option from the list of Actions on the action you wish to copy. Workflow will display the copied item at the bottom of the table.

  4. Click the [x] icon to cancel, or click the link to modify the current action. In the above screenshot, the link is Attach File.

  5. Navigate to the action you wish to copy the settings to and select Paste from the list of available actions. Workflow copies all of the settings from the original action and automatically saves the changes.


To clone an action:

  1. Go to Setup > Processes > Workflows and select the Edit action near the workflow you wish to edit.

  2. Select List View and click the Actions button on an action to expose a list of available actions.

  3. Select the Clone option.

  4. Workflow opens the Action Settings workspace and copies these settings from the first action to the selected action:

    • Permission Groups

    • Notifications


You can then give the action a new name, and customize the cloned action.

  1. Select the From and To statuses to determine where in the workflow this action should be applied.

  2. When you are finished customizing the action, click Save to continue.

Other Action Options

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To view details, translate values, delete, or open the Form Designer for an existing action:

  1. Hover over the icon in the cell of the Workflow Transition Matrix for the action you wish to view. These additional options appear in a popup:

    • Details: See the record creation and update details.
    • Translate: Select a dictionary and enter a translation value. For more information, see Translations.
    • Form Designer: Opens the Form Designer. See Form Designer for more information.

    • Delete: Click the Delete icon to remove the action from that spot in the workflow. If you remove an action that uses custom settings, then its properties and form cannot be recovered.

  2. Select the option you wish to execute.


When you configure the following actions, Workflow displays an icon on the Workflow Transition Matrix, and appends the action name with a symbol:


Symbol

Icon

Action

Description

[A]

A.PNG

Automatic Action

An action that executes automatically upon entering the status. See Advanced Settings for more information.

[S]

S.PNG

Script Event

An action that is executed by a script.

See Scripts for more information

[R]

R.png

Post Action

An action that has post action rules defined.

[D]

D.PNG

Default Action

Identifies default actions for the workflow.


See Workflow Action Settings for more information on customizing the properties of workflow actions.

Filtering Actions

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The matrix filter, or the Filter Criteria panel in the List View, enables you to filter for statuses and actions that will display in the workflow transition matrix or list view table. These filters enable you to easily find specific statuses and actions while hiding the remaining statuses and actions.

Select the workflow in which you want to search for a status or action. You can use your Shift or Ctrl keys to select multiple items to filter by in these categories:

  • Permission Group: Displays actions that can be executed by the designated permission group.

  • Action: Select the actions that you want to view in workflow transition matrix. 

  • Status: Select the status that you want to view in workflow transition matrix.

  • Scripts: Displays actions with designated scripts.

  • Custom Field: Displays actions with designated custom fields included in the action form.

  • Form: Displays actions with designated forms included in the action form.

Workflow also displays these additional options:

  • All Actions: Displays all actions in the workflow.

  • Exclude Actions Which Use Default Settings: Displays only actions with custom settings.

  • Only Transitional Actions: Displays only actions that move a case from one status to another.

  • Only Actions Which Use Default Settings: Displays only actions with default settings.

  • Only Actions With Custom Fields: Displays only actions that have at least one associated custom field. See Form Designer for more information.