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Using Workflow Views

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Use the Table and List views to manage the statuses and actions of your workflows. 

The Table view displays the statuses and actions using a transition matrix. The List view displays the statuses and actions in a structured table.

To access the Table view, go to Processes > Workflows and click the Edit button of the workflow you want.  

To access the List view, go to Processes > Workflows, click the Actions  button of the workflow you want, and select List View.

Table View

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The Workflow Transition Matrix of the Table view shows the entire lifecycle of a case. The Settings for Default Actions tab shows all configured statuses and actions.

On the Workflow Transitions Matrix tab, use the following icons above the table to:




Case Create Action

Set properties for the Create Case Action. This action executes when someone creates a new case of this workflow type.

Form Designer

Define the form for the create case action, using the Form Designer.

Add/Remove Status

Add or remove a status from the workflow.

Sort Statuses

Change the order of statuses.

Matrix Filter

Filter the matrix for the actions or statuses you want to view.

Copy Workflow

Make a copy of the workflow.

On the Settings for Default Actions tab, click the Operations  button to edit the default action settings and open the Form Designer.

List View

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The List view shows existing workflow actions in list format. The same action will appear multiple times in the list when the action applies to multiple statuses in the workflow. For example, if you configure the Add Comment action on every status in the workflow, the action will appear once for each status.

 In addition, you can:


Sort the list on a column

Click the name of the column you want. 



See Details




Open the Form Designer
Not availabel for all actions


Click the Actions  button of the action you want and select Edit

To delete several actions at once, select the checkboxes of the actions you want, and click the Delete Selected  button.

To delete all actions, select the checkbox above the Delete Selected  button, and click the Delete Selected button.

You can use the following icons in the left panel to:




Case Create Action

Set properties for the Case Create action. This action executes when someone creates a case of this workflow type. 

New Action

Create a new action type. See Add Action and Workflow Action Settings for more information on configuring new actions.

Sort Statuses

Change the order of statuses. 

Copy Workflow

Make a copy of the workflow. 

Note: Workflow displays  D.PNG   near default actions in the List View. See  Settings for Default Actions for more information on configuring default actions.

Use the Default Actions panel at the bottom of the page to quickly manage default actions.

The following table shows a list and brief descriptions of available action types. Click the links for additional details about each action type:


Action Name


Add Comment

Enables users to add a comment.


Add User to Team

Enables users to add a user to the case team.


Enables users to approve the case.


Enables users to assign the case to another user.

Attach File

Enables users to attach a file to the case.

Case Create Action

This action is executed when a new case is created by a user, by a script, or through the API.

Change Project

Enables to assign the case to a different project.

Change Status

Enables users to change the status of a case.

Change Workflow

Enables users to change the workflow.


Closes the case.

Copy Case

Enables users to copy the case into a new case.

Custom Multi User Action

Enables you to configure custom multi-user actions.

Delete Attachment

Enables users to delete an attachment.

Delete Case

Enables users to delete a case.

Delete Comment

Enables users to delete a comment.

Edit Case

Enables users to edit the case.

Edit Fields

Enables users to edit custom fields related to the case.

Merge Cases

Merges two cases.

Multi User Approval

Enables you to configure multi-user approvals.

Print Document

Enables users to print documents.

Reject Action

Enables users to reject a case action.


Reminder Action

Enables users to configure reminder notifications on a case.


Reopens a closed case.

Script Action

Enables you to create an action that executes with a script.

Send Message

Enables users to send email messages.

Share Case

Enables users to share a case with an existing user or a contact.

View Case

Enables you to set the layout of the Case Details page where we display all the information related to the case.

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