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Updated on 12/9/2019
Workflow Documentation
Workflow Action Settings
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Workflow Action Settings

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The following topics offer a description of each of the individual sections that you can configure. Some sections and the options within the sections are only available for specific action types. Sections become available based on the action type you select:

Actions are operations that users perform on a case. For example, an action can re-assign a case or move it to the Closed status. Administrators specify which actions are available for each status in a workflow, configure the actions, and specify which users have permissions to execute actions.

There is a fixed number of action types that can be used. When each action is performed, the administrator can define additional operations to be performed such as notifications, assignment rules, post action rules, or scripts. 

For detailed information on the behavior of actions from an end-user perspective, see Case Details & Actions.

See Workflow Action Types for more information on each action type.

Basic Settings

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When you add a new action, Workflow displays the Action Properties workspace where you can configure your settings. You can choose to use the established default settings, or you can apply custom settings. You can also access the Form Designer from this section.

The Basic Settings section contains these action settings:

  • Use Default or Custom Settings: Select whether you want to use the default settings for this action or define custom settings. See Use Default Settings and Use Custom Settings for more information.

  • Action Type: Select the appropriate action type from the list. See Workflow Action Types for more information.

  • Action Name: Enter the action name that will display to the end user.

  • System ID: A unique identifier, automatically generated when you name an object. You can use this identifier to reference an object in scripts, templates, tags, and through the API. You can change the System ID by selecting the pencil icon. Use caution when changing the ID as it can affect existing scripts associated with the object. For more information, see System ID.

  • Active: Select if you want the action to be active. This is selected by default.

  • Action Execution Permissions: Select which system roles and permission groups will have permission to execute this action.

Use Default Settings

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When you enter the Action Properties workspace, you can select the Use Custom Settings option to customize the settings related to this action, or you can elect to use the default settings.

To edit the default action settings from this workspace:

  1. Click the Edit default action settings button when the Use Default Settings option is selected. Workflow enables the sections that apply to this action type, making them available for you to edit.

    Warning: Making changes here will affect any other actions that are set to use default settings for this action type.


  1. Configure the desired settings. See these links for more information on configuring individual sections:

  2. Remember to click Save to apply the new default settings to the action type.

Use Custom Settings

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You can choose to use the established default settings for an action, or you can use custom settings. When you select the Use Custom Settings option at the top of the Action Properties workspace, Workflow enables you to configure these additional sections, as they apply to the action type: