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Updated on 12/10/2019
Workflow Documentation
Standard Tab
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Workflow enables you to add custom and standard fields to page layouts and forms. You configue both field types the same way in the Form Designer, except when you edit a standard field type, you are restricted to editing only the following settings:
  • Custom Label
  • Read and Write Permissions

See these topics for detailed steps on adding and editing custom and standard fields on a page layout:

We display a list of all available standard fields you can insert into the page layout. To search for a standard field by name, type the name of the field in the search box, and then click Search

Important: If a form includes a standard field that is not allowed to be added to a Form Designer page layout, you will not be able to add the form to the page layout. Available standard fields vary by action type.

Available Standard Fields for Workflow Actions

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The available standard fields vary depending on the workflow action you configure. The following lists identify which standard fields are available for each action. If the action is not listed, it is not configurable with Form Designer:

Available standard fields for the Edit Fields action: 
  • Assigned To
  • Case Owner
  • Custom Fields Entry Point
  • Referrer


Available standard fields for the Edit Case action:

  • Account
  • Assigned To
  • Case Name
  • Case Owner
  • Comment
  • Contact
  • Custom Fields Entry Point
  • Description
  • File Name
  • List
  • Referrer
  • Team
  • Priority
  • SLA Stopping Date
  • Team


Available standard fields for the Case Create Action action:

  • Account
  • Assigned To
  • Description
  • List
  • Case Name
  • Case Owner
  • Referrer
  • Team
  • Comment
  • Contact
  • Custom Fields Entry Point
  • Priority
  • Project 
  • SLA Start Date
  • File Name 
  • Workflow Preview

On the following action types, we only allow you to add the Custom Fields Entry Point standard field:
  • Add Comment
  • Approve
  • Assign
  • Attach File
  • Change Status
  • Close
  • Delete Case
  • Reject
  • Reopen
  • Script Action 

The Custom Fields Entry Point field enables you to designate a placeholder on the page layout where new custom fields will be placed when you add them to a workflow.

See Configure View Case for detailed information on standard fields that are available on the View Case action.